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  • 1,80
    August 25, 2018
    • User-friendliness
    • Price
    • Reliability & Uptime
    • Software
    • Tech support

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    August 25, 2018

    Used to be great, now avoid at all costs

    I've been with them since 2006, but am now shopping for an alternative. Reasons: 1) They interfere with email by doctoring all my outgoing emails by inserting "Do not trust this link" type tags on addresses inside my email ... there's nothing in their terms of service that gives them the right to alter my private outgoing email (one of my clients freaked out over this). 2) They violated their own terms of service again by suspending all my sites without notice. The issue related to out-of-date software installs (Wordpress, MediaWiki, and Gallery III), all of which are valid concerns. But instead of asking me to fix them, they just disabled EVERY one of my sites, even if they were running up-to-date software (again, causing a problem with a different client). They didn't fess up to taking this action even after I contacted technical support, but it slipped out later during a support chat hours later. Their terms of service require notice before suspension, and they didn't give it. So ... avoid at all costs unless you don't mind the fact /you're/ bound to the terms of service, but /they/ apparently aren't. I've asked them twice to explain themselves, and they just ignore me. That's my reward for 12 years of loyalty.

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    • We did in fact notify this customer multiple times prior to temporarily disabling his public_html directory (not suspending his entire account). We created ticket #4512747 and sent it to the email address we have on file. For Terms of Service reference, please see Sections 10.1 and 9.3. We notified him as follows: Aug 03, 2018 at 10:42 AM - notice of outdated/vulnerable scripts Aug 05, 2018 at 12:55 AM - notice of outdated/vulnerable scripts Aug 07, 2018 at 01:53 PM - notice of outdated/vulnerable scripts, with the request to upgrade or remove them if not in use Aug 10, 2018 at 01:06 AM - notice of outdated/vulnerable scripts, with a note that if we do not hear back from you we will be forced to suspend the account Aug 12, 2018 at 09:28 AM - notice of outdated/vulnerable scripts, urging you to please update the scripts or remove them Aug 15, 2018 at 02:01 PM - Due to no response, the account was not suspended, rather the public_html directory was temporarily disabled 7 hours later he opened a new ticket with a different email address. That ticket is #4516376. The answer to his question, “Do you know why all the files in my public_html directory disappeared, and how they were restored, or is these questions going to be answered by the senior technical staff?” is simple. We attempted to contact him for 12 days about his outdated/vulnerable scripts. When we did not hear back from him, we disabled his public_html directory. Once he responded to us, we re-enabled the public_html directory in order for him to make the updates to his scripts. We apologize for the outdated CAPTCHA script on the WordPress login page. We have been in the process of updating those, and simply did not get to his prior to this. For reference, you may always update any scripts through the control panel. Once logged in, visit the Softaculous section and click on the All Installations icon. Subsequent to hearing back from him and re-enabling the public_html directory, all of these scripts were updated. We absolutely appreciate him making the time to do this. Lunarpages Internet Solutions

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