jjd

One of the domains on my reseller account was suspended because racists were complaining about it's content (it is an anti-racist site & has no illegal content, as previously verified by the attourney of one of the racists). Surpass did not notify me or the domain owner before suspending the account, they notified me of the reason after I asked in a support ticket & told me to contact the abuse department. I later found a note in whm saying they'd emailed me with no response (I received no email from the abuse department, but have no problem receiving emails when I submit support tickets). I had emailed the abuse department prior to finding the note, I then responded in a support ticket as well, asking that they repond that way so we'd know I received any response they sent. I've received no response at all, through a support ticket or a direct email. So at this point, I've received no communication about this since the fourth of May at 2:24 AM. The domain owner cannot even access files, except by using my login, and I should not have to be giving out my login (luckily I trust this person, but still). Even with my login, emails are completely inaccessable.

So, I would really appreciate a response, or any advice on how to get a response. I am incredibly upset, but the domain owner is even more so. I am still wanting answers to my questions, namely where in the terms of service it provides for this sort of suspension, how many individual complainants are involved, and how surpass can have no problem with adult content (which no doubt receives plenty of complaints) but takes issue with an anti-racist site because of nuisance complaints that have the stated aim of shutting down the website (with no legal basis for such complaints).

I am sorry for bringing this to the forums, but I am at this point not knowing how to get a response, since my email & support ticket have apparently not worked.

Kayla

Is this the site ..something Project?

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jjd

yes, the domain owner has transfered dns & put up a temporary html site, but I am still wanting to discuss & try to resolve things with surpass. This person split the reseller package with me, & I would very much like to stay with surpass, but am not sure what I will end up doing if surpass refuses to host his site, and either way he needs access to those files & email accounts.

Kayla

At one point, we had people emailing us everyday, and we emailed you (it was a Hotmail address). The people who complained were instructed to email you since you are the direct host, and not us. We gave them the address that you used when you originally signed up with us. We did not get a response from you, and I don't think any of them did either. I was actually the one handling this case, and I have been waiting for an email from you, but unfortunately something is up with how all of this has played out.

The kind of complaint rate we had with this particular site drained the resources of our abuse department and is really unacceptable. At first it was just a few, and we emailed the owner of that site directly who then said he would handle the issues. A few weeks later, we got a pouring of complaints.

Regarding preferences on adult sites and racist/anti-racist sites, there is no connection there. We do not host many adult sites at all, adult sites usually go to hosts that specialize in that. Besides that, any of the few adult sites that we *do* host, are not putting down other people and bringing their personal information/lives to the Internet, and therefore causing us to have to deal with irate people. We don't get any complaints on adult sites, because we don't really host any. I can imagine the only complaints that would exist would be about spam, but no one is allowed to send out anything that resembles spam on our network.

Anything that has a possibility of generating any kind of disruption/problems in any type of way among people doesn't last too long on our network. Mental, emotional, technical, etc.

I know that this case had an instruction for you to email abusedimenoc.com and that should have been visible in your Suspended Accounts list also, but I do not see any emails regarding this site to resolve the issue, since the suspension. We definitely can provide a backup of the site, but I just don't have a request about it in the abuse section. At this point, I do apologize that you did not receive a backup of the site already, that would have been pretty simple to do by any tech you had talked to, so I am definitely going to send out an email about this issue, because it really is unacceptable.

Basically, no we can no longer host this website. Yes, it is anti-racist (not racist), but honestly, what type of site it is- is not the problem. The problem is the site is bringing out personal details of real persons' lives onto the Internet, and of course that is going to cause problems wherever this site is hosted. It isn't just a generic, anti-racist website.

We rarely want to judge what should be hosted and what should not be, or argue about the world of free speech, our point is: If it is taking up our time more than it should be, then that's a problem. Honestly our main concerns are spam issues and blacklisting issues, basically controlling mail issues, and also IP attacks. Issues with people who simply dislike a website and who want their info/photos removed from them, cut into that time greatly, one by one.

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Kayla

I have the backup ready.. please email me at the email address I mentioned earlier.

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jjd

I emailed abusedimenoc.com the same day I received notification to do so, around 11:30 am on 4 May. I never received a response, nor did I ever receive any emails from the abuse department prior to that. I did receive one email complaint, which I did respond to, and I received a second email complaint from another person very shortly before you suspended the account. Obviously, those complaining were more interested in contacting surpass than me. I still have an open support ticket as well, which contains most of this information. I understand where you are coming from, but from my perspective it has been handled very poorly. On my end, I've received no direct communication on this matter. I've only been given some responses when I've asked, and sometimes no response even then. And no, emails haven't been going into a bulk mail folder by mistake.

I accept that this problem has come out of me not knowing how to properly set up nameservers in the first place, and by the time nameservers were set up, you already were responding to complaints & continued to do so, but no contact was made with me, perhaps it was attempted, but I have had no other problems with that email account, so I have to assume the email problem is not on my end.

There is more in the open support ticket, and I would like to be able to come to some sort of resolution if possible, at least I'm finally getting some answers.

jjd

I will try to email that email again, right now

jjd

please let me know if you do not receive my email

Kayla

I got it, thank you. The backups needed to be redone, I will send you the links to them when they are complete.

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