newshax

I have been waiting nearly a day for a response from tech and billing support. Is this long of a delay normal?

Rai

Billing sometimes takes a little while for a response. Tech usually has a fast response though. Did you send something to both or just one? (tech or billing..)

You can always log into http://desk.surpasshosting.com and check your ticket status, to make sure that it went though.

Also, you should update your signature with your server name and domain.

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newshax

My domain is www.newshax.com, I do not know my server.

I have submitted tickets to tech support yesterday and billing support today. I have no idea what is wrong and I would like to know. It is not only my website but my email and I am losing money waiting for a first response to this issue. At least some basic notification of the details behind the suspension would be appreciated.

Bigjohn

there is an IP address you were given for your server.

you can look in the server status list to see if it gives the name, or you can open a command prompt and telnet to the mail server: telnet xxx.xxx.xxx.xxx 25

That will give you the name of your server too, unless your ISP blocks port 25.

John

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newshax

I've never had a host that expected me to keep track of which of their machines my site is hosted on, that is a totally new concept to me. In any case, I won't be able to telnet in anywhere because my account is suspended for some reason that apparantly nobody wants to tell me.

Rai

Your IP address is 66.195.19.71, and your server is Sync. Please update your signature using the "User CP"

As I see on your page, your account has been suspended for some reason... These problems sometimes take a bit to clear up since it usually involves the top level support agents getting involved.

Did you get an automated reply from the support system when you emailed in? If not, it did not go through and you should use http://desk.surpasshosting.com to submit your query, using a non-domain email. If you did get a reply, please post the ticket ID so if an admin comes by here, they can help you faster.

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Rai

Most hosts don't manage as many servers as Surpass does, especially not as well as they do. By knowing your server, it benefits your ultimately, because the more information you can present to the Surpass support when a problem arises, the faster a solution can be found. You can also use that server name to check on the status of your server at http://www.statuscenter.net in case you think something is wrong.

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Kayla

We don't expect you to keep track of anything, it is only of your best interest to know. That is why we have a server status page so you know if your server is up or down. http://www.statuscenter.net
That is why we have a board in this forum called server announcements. It is very helpful if you know what server you are on, and it is very easy to find out.

It is very common to know what server you are on, and has nothing to do with us or expectations.

If your site has been suspended, usually that is due to TOS violation, which sometimes is not even the fault of the customer, but due to a script on their site which was exploited. An admin will reply to you when they can, which should be soon. I only see a few tickets in the 3rd level dept of the helpdesk.

newshax

All I want to know is simply why so I can take care of the problem or move my files elsewhere if the problem cannot be resolved. I shouldn't have to wait many days for someones adjudication to take place if I merely want my files. My site was set to bill my credit card automatically and there are funds in that account so I don't feel that is it. I run Xoops and Mambo on it and I know those scripts are obviously OK. There is no other legal reason to take my site down, I am fully protected under US law for satire and I do not push the boundaries in that regard anyway.

The only guess I can venture is that is a politically oriented satire new site, ranked #4 in Google right now for that category, and somebody at Surpass buckled under for a predictable partisan complaint for an election year. Maybe I'm wrong and it's a simple billing error, after a full day of being down I just don't know nor have I been contacted and that is the main problem.

It would be nice to know though, I cannot believe that my site is sitting suspended for no specified reason and my requests for support and clarification are being ignored this long. Unacceptable, expecially after all the great things I have said about Surpass Hosting on the Xoops forum.