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This web hosting discussion started by bbunlock on 14 July 2007

I have had this server with (ev1) since 2004 and since then I had to add a trouble ticket quite a few times but most for simple things such as reboots, however when it was for things more serious I have always had things dealt with by support in a reasonable amount of time.

however this latest case is nothing like that, today at 7/14/2007 2:59:45 AM (time taken from trouble ticket) I had my server unpluged becuase “We have received reports of malicious outbound traffic originating from your server” now I am not complaining about the way you have dealt with this matter, im complaining about the lack (none existent) of support, I was asked to supply the login information for the server which I did as soon as I got the email, and nearly 12 hours later no one has even looked at the server?

my server has now been down for nearly 12 hours, not a single reply to this trouble ticket, I responded 2 times to the ticket asking for information as to what is happening and got nothing, I find it hard to believe that a company the size of theplanet takes 12 hours before they even look at the server? have I caught you guys and gals on a bad day? has there been an earthquake or somthing? becuase you must be having major problems at the moment becuase thats the only reason I can think of for you to take 12 hours and still not looked at the server?

if there hasnt been an earthquake or some other major disaster then am I to assume that this is now the level of service I can expect here? if it is the level of support I/we can expect then I have to tell you its nothing short of pathetic, its not as if im waiting for some ip addresses or some other small thing, im actualy waiting for someone to actualy look at my server and for the last 11 hours I have had customers screaming for info on what is happening (shared server) and I have absolutely nothing to tell them? – 12 hours and counting.

Discuss this at planet forums or get a dedicated server from theplanet.com for $50 only

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