Topic '[shared] SurpassHosting are A$$holes' in forum 'Webhosting' - dslreports.com

Re: [shared] SurpassHosting are A$$holes

Tue, 28 Jul 2009 10:19:12 EDT

Oleg posted : Well if content is legal there is should be no problems.

Re: [shared] SurpassHosting are A$$holes

Mon, 20 Jul 2009 12:18:09 EDT

Skipdawg posted : Leer this has been a interesting and informitive thread. Thanks for sharing. Hope all has been fully worked out.

Re: [shared] SurpassHosting are A$$holes

Fri, 17 Jul 2009 15:31:03 EDT

Surpass posted : leer, I thank you for your understanding and patience with us. Our management team was truly disappointed with what happened. Those involved directly with your case now understand the situation and the inconvenience caused.

My thoughts really align with what our Network/Abuse Manager told you: "Because shared hosting impacts so many users, we need to keep a closer eye on the account usages in order to ensure the resources are being used fairly and any upgrade to hardware which would result in potential down time, be warranted."

Each day we see accounts that host very large amounts of random files and our techs have to differentiate between what is normal and what is not in order to keep shared servers in check. These findings often come about if a server has experienced high loads and services have dropped. Often the accounts that host large amounts of files have other types of files/scripts in them as well that can cause server problems. So when our techs are investigating these accounts, they sometimes think the worst first due to past experience. Your case was one of the rare ones where judgments were not made properly and where our tech did not follow policy correctly.

If you have any concerns in the future or questions, our Concierge (LiveChat) can always get you in touch with someone who can escalate issues quickly. We also reply to our Twitter account usually within 5-10 minutes if you happen to have one yourself. (About 10 staff members get alerts so that we are always on top of that.)

We do not admit to be perfect, but we strive to be available immediately to get you to the right people if something does go wrong.
--
- Kayla
»surpasshosting.com
»twitter.com/surpass

Re: [shared] SurpassHosting are A$$holes

Thu, 16 Jul 2009 12:56:51 EDT

leer posted : .

Re: [shared] SurpassHosting are A$$holes

Thu, 16 Jul 2009 01:48:43 EDT

leer posted : I just got an email apology from one of their Security Managers, saying that they over reacted/miscommunicated.
Basically one of their techs over reacted and suspended the account without giving me a proper notice. Oops, but ok fine..

There was a 4 gig folder on my site, that I didn't know about, where I uploaded a bunch of large files to, but that was 1.5 YEARS AGO!!, when I was working at my old job. My thumb drive was full back then. Ok fine, that can be removed.

There's one other site that I host that "would be" very resources intensive, BUT the script has been removed for some time now and only the template is visible. Again it's been there for over TWO years, without any updates.

I'm still a little pissed because the Joolma stuff that I was working on was suppose to be done 6 hours ago, and how it have to wait till tomorrow.

I'm glad my sites are back online and I can get my work done.
Kinda make me wonder thought. The package that I'm paying for has 500 gig of HD space... why even bother with my 11 gigs. Do they really need to save that extra 4 gigs, when they advertise 500 GB of space per package.

Well... It seems like there was a misunderstanding/miscommunication on their end, but as long as there aren't anymore snafus, I'll continue to be a Surpass customer.

Re: [shared] SurpassHosting are A$$holes

Thu, 16 Jul 2009 01:01:00 EDT

TearAbite posted : i dont know why, but this video comes to mind:

»www.youtube.com/watch?v=sfkDxF2kn1I

Re: [shared] SurpassHosting are A$$holes

Thu, 16 Jul 2009 00:51:24 EDT

Gemologist posted : Surpass has been great for us! A few hiccups here and there, but taken care of very quickly, much quicker and less issues then most hosts we had been with in the past.

What it sounds like to me is that your site became "popular" and started getting a crap ton of hits/usage which in turn damaged the integrity of the shared host and was impacting other users' websites. If your website(s) are going to use that many sys resources then you would be asked to move to a dedicated server, this is SOP for any host I have ever dealt with, and I used to do professional Web Design (went to college and everything for it), and they have all been the same way, lower traffic on a shared server, fine, heavy, VPS would be the logical next step, then if still not enough, to a full dedicated server.

But to condemn them for your violating the TOS/AUP, is a bit overboard, don;t ya think!? :huh:
--
Images are Copyrighted and use is NOT
permitted.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 23:41:52 EDT

xmrocks posted :

said by leer:

When was this policy written, THREE years ago? No? Then why wait this long, and suspend my account without warning.

Actually, it was written three years ago. See the archive from 2005: »web.archive.org/web/200502070034···cies.php

Surpass Hosting web hosting accounts are not to be used for the purposes of distributing and/or storing an unusual amount of files. We are a web hosting company, not a remote file storage company. Any web site whose disk space usage for storing the files exceed 70% of its total usage, either in terms of total size or number of files, will be deemed to be using unusual amount of files. At that point, if we find that those files are illegal or harmful in any way, you will be notified. If you do not have any negative intentions such as causing harm to our server or to others with the files you keep, then you have nothing to worry about.

I'm not defending what they did by just shutting you off but it was made clear when you signed up that those were the terms. Why they shut you off could be for a number of reasons including drive space issues on the server and if you're the top 'offender' in terms of space, then they have to take action in order to ensure server stability and provide space for others. In other words, if you're an outlier compared to the rest of the customers on the server, then you can bet you will be scrutinized.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 22:53:58 EDT

leer posted : I got a reply from "Ariel P." from Surpass. Saying that I needed to submit my IP in order for me to login to my site so that I could "do work" ok?.. whatever... BUT what do they want me to do?

Is it my humor video site, that I haven't updated in over 2 years. ( cept for text ads )

Is it the back up I generated using the Tools provided for me in the Cpanel.

Or is it my Joomla site, that I have been working on. The same one that I submitted a support ticket for a weeks ago because I was having install problems.

I'm patiently awaiting a reply to the ticket.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 22:34:01 EDT

Surpass posted : leer, we are looking into this ticket for more details on the how's and why's which were decided by our abuse team. Normally single directories are disabled until we reach contact with a client and suspensions occur only if the site itself has caused a problem with server load. At that time files that attribute to the problem may need modification or removal.

We value each client at Surpass and thank you for hosting with us for such a long time. Please expect more replies to your ticket very soon as our management team resolves this.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 20:07:00 EDT

ViviTheMage posted : what's so abd about multimedia files and graphics...geeez.

If you need a new host, let me know :). I wont boot you for actually using your space ;P
--
»vivicalhosting.com - Affordable web hosting

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 19:15:37 EDT

TearAbite posted : So... You broke the rules.. Just because you say you didn't know about the rules does not really matter..

That said, i agree that you should have at least gotten a warning and had a chance to make it right.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 18:38:49 EDT

leer posted : According to their policy, even if you're a avid photographer and have your images stored in your portfolio they can suspend your account. What a joke.

Their policy...

_________________________________Multimedia files are defined as any graphics, audio, and video files. Surpass Hosting Web Hosting accounts are not to be used for the purposes of distributing and storing unusual amount of multimedia files. Any Web site whose disk space usage for storing the multimedia files exceed 70% of its total usage, either in terms of total size or number of files, will be deemed to be using unusual amount of multimedia files

------------

It's the back up I generated that did it. Since I haven't uploaded anything to my media site in over 2 years.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 18:25:04 EDT

leer posted : I've been chatting with a few other Hosting companies via their Live chat.

They said I can host media files as long as I'm not storing them.

So.. the back up I created as storing the media files.

I did nothing wrong.

Edit: What else sucks is that I was working on a joomla site on that account, which I can't now access. Now I have to wait while my ticket bounces around their support techs for the next few hours. Peachy. :mad:

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 18:22:15 EDT

Sentinel posted : Seems fair to me. You should be happy you got away with it for 3 years. You were breaking the TOS policy and probably due to a slow down on that server or something they caught you

My guess is that, up until now the files you had there probably did not cause any slow downs so they did not have any reason to check your account. Now that server probably had some issues with speed or something, someone complained and they looked at peoples accounts. Yours came up bad so they stopped it to get the server running normal again.

Wouldn't you have wanted to them to do that to someone else if they were causing yoru site to slow down?

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 18:08:43 EDT

leer posted : 11 gig is FAR from 500 gb.

5 of those gigs are a back up file I had cpanel generate 5 days ago.

PS: FuK I just realized that I have people advertise on my site.

Man Surpass hosting is a Micky Mouse Operation.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 18:05:52 EDT

twizlar posted : Most hosts now have similar rules in place and have so for years. I'm not saying what they did was right, but this is pretty standard business practice for hosts that oversell. Do you really think you are getting 500Gb of storage for $6 a month?
--
Broadline Networks Inc.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 18:00:58 EDT

TearAbite posted :

said by leer:

..why wait this long, and suspend my account without warning.

They probably had a long list of other accounts to suspend in line in front of you..
I'm going to go out on a limb and guess that somewhere, somehow, they sent you a notice of some sort, or posted it, or something, that indicated the new rules..

If they didnt, i would be pissed to..

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 17:58:21 EDT

leer posted : When was this policy written, THREE years ago? No? Then why wait this long, and suspend my account without warning.

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 17:56:54 EDT

TearAbite posted : Are you sure there isnt something in your agreement about hosting media files? If there is, then no warning should be necessary - you broke the rules..
If there isnt then I would have expected a warning first.. and an apology..

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 17:51:24 EDT

leer posted : That's terrible business practices. No warning, just poof account suspended. I wasn't even given time to Back up any recent updates to my current project. this is a fiasco on their part.

They dont' even have a phone number listed. :mad:

Re: [shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 17:48:51 EDT

twizlar posted : unfortunately this is the reality with most overselling hosts. You basically cannot use the storage space for actual storage of files, or multimedia. Its for web linked files only.
--
Broadline Networks Inc.

[shared] SurpassHosting are A$$holes

Wed, 15 Jul 2009 17:42:16 EDT

leer posted : Get this...

I've been hosting my humor video sites with surpasshosting for over 3 years. I haven't updated any of my sites in over 2 years. My files have been hosted there for over THREE years.

Now, I get a emal from then saying that my media website has been suspended for hosting media files.

With out ANY warnings.

-------- SNIP From their email-------------

Out of the 11 Gigabytes taken by this account's public_html directory, 9.90 Gigabytes are used by content that is classifiable as Multimedia.

We have taken the following action against your account:

We have suspended the [mydomain] account.

You can resolve this situation by following these instructions:

The multimedia contents of this account will need to be reduced or this account will need to be moved to a dedicated server.
------------------

I mean Seriously... WHAT THE FUK?!?!

This is how you tarnish the credibility of your company. I submitted a ticket, if this isn't resolved ASAP their going to lose more than just one customer.