Softlayer Not Allowing Us To Cancel Server
Jun 9, 2008
we've been with Softlayer for a little over a year. The service has been good but their support has been a nightmare for us. There was a time that we were under a dos attack and they refused to do anything about it which is what forced us to switch.
But that's not the reason I'm here. My billing ends on the 12th, their terms require you cancel the server 3 days before billing ends. I pay manually each month by pay pal. I tried to cancel the server today, what I assumed was 3 days before the 12th and they told me I couldn't do it. That I had to pay for another full month. So I told them I just won't pay and they threatened me with a late fee. Is there anything legally these people can actually do to me if I don't pay? All they have is my contact information, I don't think they could submit to collections over that without my social security number.
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Oct 22, 2008
I'm moving on to new pastures and I'm looking to cancel my leaseweb server. I've been through their main site, self service centre and can't seem to locate anything. Does anyone know how to cancel a server with them? I'd ask in sales chat, but each time I try they're offline. I'm worried it's getting closer to the renewal date and I'll be tied in for another month...
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Jun 22, 2008
To make a long story short, as a consequence of the outage we lost some of our advertisers, and right now we cannot afford our old server. We decided well in advance to delete our server, so early this week we contacted the customer care and asked when we were supposed to enter the cancellation ticket to have our server removed before the billing date (June 22). We were told to post the ticket on July 19.
We did better than that. We posted the ticket shortly after this first chat. On July 19th, we went into servercommand, to find out that the cancellation ticket was no longer there. I rushed into the live chat, and was told that the ticket was lost because we had not posted it in orbit. Ok then, let me post it immediately in orbit then.
Well, unsurprisingly, Orbit was unavailable in that moment. We told the live chat tech, and basically we were left hanging on the chat for hours until we were able again to access the orbit system. the Live Chat person said she could not enter the ticket for us, so we had to wait for orbit to load for us again.
Well, guess what? Orbit loaded again for us, but exactly after the Midnight, so it was now effectively the 20th, no longer the 19th. Nice, uh? Do I smell something fishy here?
So, I went to the chat today, and here is the reply:
Quote:
Please wait while we find an agent to assist you...
You have been connected to Daniel W.
Daniel W: Hello. How can I help you?
Customer: Hello, I need urgent help. It is the third time I am attempting to delete a server, and cancellation is sitll not going through as it should
Daniel W: ok, what is the account id and password? and the reason for cancellation?
Customer: <<snipped>>, H1 outage
Customer: I had sent another ticket more than 1 week agoi
Customer: but it went lost, for some reason
Customer: so I spent two hours a couple of days ago with one of your guys to send this other ticket
Customer: but I see that the cancellation date listed is July
Daniel W: Before I can transfer you to another department, I will need to confirm your account information. Please provide you Orbit/ServerCommand login and the last 4 characters of the password.
Customer: while we wanted an instant cancellation
Customer: <<snipped>> / xxxx
Daniel W has left the session.
Please wait while we find an agent from the Customer Service department to assist you.
You have been connected to Andrew S.
Andrew S: Hi! Thanks for conacting The Planet's Billing Care Team. May I please have your Login I.D. and last 4 characters of your password to Server Command or Orbit please. Please feel free to ask about our promotions
Andrew S: one minute
Andrew S: I am reading you last chaty
Customer: <<snipped>> / xxx
Customer: ah ok
Andrew S: Please give me a few minutes to look into this for you. Thank you.
Customer: thanks
Andrew S: I will have to get my accounting department to review this for you. It has a July date for cancellation because the server cancellation ticket was put in in less than 48 hours from the billing date.
Andrew S: I will have them review this issue for you.
Andrew S: How else may I assit you today ?
Customer: I sent another ticket days before, and it was lost. On July 19 I came to talk about this with one of your techs, and we were unable to access orbit
Customer: They said to wait until orbit was available again for us
Customer: This should all be saved in your logs, I hope
Customer: So, what should I wait for?
Andrew S: I am creating a ticket to the accounting department for them to give you an answer on the cancellation date
Andrew S: ok sir How else may I assist you today ?
Customer: Nothing else, thanks. We will be waiting for the reply.
Andrew S: Thank you for choosing The Planet again my name is Andrew and I hope you have a great day!
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.
Not bad way to answer a customer who has been with theplanet for 7 years! Not only I am NOT bitching about the advertisers I lost because of the outage, since that's our fault, but I must also go through this strange - not to use another word - issue. I spent HOURS this week just to (not) being able to delete this server. I hope the fact of posting this on WebHostingTalk will help us and others in the future.
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Aug 31, 2008
i am setting up a new server and am not sure what some of this is,i have just copies part of the page. Its a bit messed up but it will do.
What does Business Continuance Insurance
What does Host Ping and TCP Service Monitoring
24x7x365 NOC Monitoring, Notification, and Response
McAfee Host Intrusion Protection w/Reporting
10Mbps Hardware Firewall
Most explain themselves, but for the firewall ive already got mcaffec total protection does that have a fire wall and are any of these worth using.
Item Option Monthly Setup ...
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Jun 18, 2008
my server is being ddosed and the network utilisation is at 40% of 1gpbs
i asked to softlayer to check and they said my programs/services is taking that much bandwidth
any1 can help me?
if my server is under dos attack wat can i do?
because the bandwidth used is about 50gb/hr
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Mar 7, 2009
who knows one?
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Aug 3, 2008
My server with Softlayer was hacked after being 5 Days under attack.
Do you guys have any suggestion about secure data centers
Any hosting we can depand on them when we face a problem?
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Jul 7, 2008
I'm getting a server at softlayer, and I am curious, do I need to setup any sort of security on the box like a firewall?
Or is the default install safe enough?
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Aug 13, 2009
I have registered a domain and bought hosting with 1and1 last year for 60$/year. They have my paypal id and deduct the fee. How can I cancel the subscription as I have no luck with this domain and hosting?
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Jan 13, 2009
I'm moving my account from hostgator to Dedicated server, and need to know what is the
last date, that i can send "Cancelation request".
Regarding the last invoice:
Date Created: 2008/12/22
Due Date: 2008/12/27
Date Paid: 2008/12/22
So my question is can i f.e. at 2009.1.20 send caneclation request?
Does 2 days enough? [i update dns-s yesterday, and need 2-3 days to be sure, that they were propagandised]
Any abuse of our staff in any medium or format will result in the suspension or termination of your services.
Customers may cancel at any time via a cancellation form. HostGator gives you an unconditional 45 day money back guarantee on managed shared hosting, and reseller solutions for any customer who paid the first invoice with a credit card or with Paypal.
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May 7, 2008
I was along time customer of Hostnetway. And as you may know, they been gone for long time now. Most of my sites were still up on their servers so I stayed hoping they would come back. I lost one site's database somehow. But figured I could rebuild and be ok.
Well they haven't came back. So I moved my sites to new host. But I am still getting billed by hostnetway auto billing. There is no contact avenue open to contact them to cancel.
What shold I do? Do I call my lawyer and have them look into taking this to courts? I refuse to keep paying for a service that mysteriously has no owner, no services, no customer support, and no way out.
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Jan 12, 2009
Today 3 of my shared webhosting servers with them were disconnected.
After investigation in their portal I find out that 3 days ago + 1 hour 3 tickets were created about "your server hosted malware" and now those tickets were auto-processed with 3 servers disconnection in result.
Very strange that I receive "ticket updates" emails today (when disconnection happens) but not recieve "ticket created" emails.
My contact email domain has 2 MXs and widely used and I have no complains for not-delivered emails before.
Currently I'm waiting feedback for my phone call and answers in those tickets asking them to connect back my servers for me to take necessary steps.
But this is very strange approach - to auto-disconnect 3 servers at once only because I didn't receive their 1 email per ticket.
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May 29, 2009
I know there is chargeback and all, but here in our country.. I heard from my lawyer I could get sued if I charge back, and banks here generally does not approve of such actions.
Anyways, I have a really lousy windows reseller provider and I will be moving the remaining accounts out soon, since their support is no longer responding to anything I ask...
What I fear is the monthly billing will still continue, and I have no means of demanding them to end it..
Would I get into trouble if I decide to just close my cc instead?
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Mar 7, 2008
due some error in a VPS server has ben cancell a "domain" under
/home/virtfs/
adn the VPS is going down and is not logner available. (no access via SSH or remotely)
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Aug 26, 2008
So after taking advantage of their $19.99 VPS special (60GB/600GB + cPanel/WHM) I was having problems right off the bat. Instead of going into detail for each of my issues and the pain it caused me to get them resolved I'll just touch on some key points of things they really need to look into changing:
1. Support. Yes, I know I'm not paying extra for their priority support, but as of the time I am typing this thread my VPS has been offline for over 4 hours (unable to ping and HyperVM will not let me login). I've sent an e-mail to their "Emergency Support" e-mail and opened a support ticket but with no answer from either.
The worst part about their support setup is that they list on their website that they give clients an option of paying a per ticket fee for enhanced support, but in their support ticket system they neglect to make that option available so even paying for per ticket support isn't able to be done either.
2. Website. I have never seen a business website so filled with incorrect links, missing images, and non-working scripts. Their site throws more 404 errors than it has working links. It's painful to navigate and trying to locate anything is based more luck than anything. Their navigation bar changes the links based on location (main site, forum, or client area). All in all, had their thread listing the special brought me to their homepage instead of directly to the VPS special page I would have closed my browser before signing up.
3. Billing. Not really a big problem but I got my latest invoice for the 31st and found the total to be $23.49 instead of the $19.99 I've been paying. I opened a ticket about it 3 days ago (48-72 hour SLA? Right...) and nobody has yet to address that issue.
I had attempted to cancel my account earlier but one of their staff convinced me to reconsider and even moved my VPS to a server that didn't have the CPU pegged to 100%.
But now with the 4+ hour downtime and no response from their "24/7" support, I just can't cancel my account fast enough. I don't care about a refund or my data on the server; I'll gladly give it all up to be done with them.
I'm not going to make this thread a complete rant so here are some of the positive things I can say about them:
The one glimmer of hope that was offered to me was one of their staff members, JasonS, who provided me with proof that somebody on the other end of the line had a pulse, albeit that somebody was unable to help me out.
Yup, that's the only positive thing I can think of. I guess the price wasn't to bad for what was offered, if only what was offered was what you actually received.
On the brightside, I have since moved to GeekStorage.com and couldn't be happier with their level of service and professionalism!
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Oct 29, 2008
I know there are a few threads that are somewhat similar, so I apologize from that aspect, but since I am still not sure of the best option, I thought I would post my exact requirements and hopefully get some good advice.
We need a Windowss dedicated server, probably in the 8 core/8gig RAM variety for a rather intensive Asp.net/MS SQL site. It is a corporate site that is expected to see heavy usage with fairly heavy DB/reportng related web pages.
The majority of people accessing the site will be connecting from Europe.
We will have little, if any, need for management support of Windows or IIS, we are primarily looking for reliable hardware, with quick hardware repair when failures come, and in a redundant DC to avoid downtime (hardware or internet pipe).
The price difference between rackspace and the others does not concern us, so price while a consideration, is towards the bottom of our list of priorities.
As our users are in Europe, a European DC would probably be ideal, but that is one question I have. How much difference will performance/latency be with an American DC vs. European DC for our European users.
English speaking (native language, preferably) support is a must.
A High powered machine (minimum would be 8 cores x 2ghz + 8 gig ram) is a must (possibly two servers -- possibly a router based load balancing of the two servers).
Fast, reliable/redundant internet pipe. We need a DC that will not be unreliable, wether it is from internet outages due to lack of redundancy, or speed fluctuations due to overselling the bandwidth.
So, basically, I have two main questions, I suppose.
First, since the majority of my users will be in Europe, should I only consider a European DC? How much difference will my European users see/feel if we are in a US DC? What difference does it make if the DC is on the East cost, then say Texas?
Second, with price not being a primary consideration, and needing little or no managed support (besides hardware support), just high power machines in a HIGHLY reliable DC, which are the best companies to go with?
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Jan 4, 2009
As described in the title I need a paid monitoring service which provides sms alerts and tells SoftLayer immediately so they can investigate the issue and make what needed to bring the server online.
I like hyperspin.com service but it looks there is no way to send SoftLayer an automated notification because there is a need to open a ticket.
I can't be attendant at my office 24 hours so I need this service which alerts me with sms about the fail and simultaneously tells my provider so my server will not be down for a long time.
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Feb 8, 2007
It's possible to allow certain IP ranges to access certain ports by adding to allow_hosts.rules, but is it possible to allow certain domain names?
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Jan 21, 2009
It has been 4 days now from the date i requested there is just silence from eboundhost, looks like they are planing on renewing my account and charging my card? what should i do? cancel the credit card and report them to BBB?
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Jun 14, 2008
I recently switched webhosts from The Planet to iWeb -- not really because of the recent outages at The Planet but more because I was just looking for a better price/performance ratio. I thought other people should be warned about my experience, which was that it was not possible to get The Planet to honor my request to cancel service.
I filled out their online form to cancel service. They then sent me an automated email saying that I had to call a certain 800 number within 48 hours to confirm. When I called that number, I got a message saying that all their people were busy, and offering to let me leave a message and have them call me back. I tried four or five times over then next day and a half or so, leaving multiple messages, but I never got through, and they never returned my calls. I then opened an online chat session with one of their people. After going around in circles for a while, she told me that The Planet had a new policy, which was that confirmation was not required in order to cancel an account. She assured me that my account would be canceled within 48 hours of my original request, and that I would receive an email by then confirming the cancellation of the service.
At this point my monthly billing date was only one day away, and I wasn't very convinced that they actually would refrain from billing me. So I called my credit card company and changed my credit card number to make sure that it wouldn't be possible for The Planet to run the recurring charge. (Changing the number seems to be the thing to do in this situation, and is really not that difficult. You just have to switch any other recurring-charge accounts to a different credit card, and wait a week for the new version of the card whose number was changed.)
Well, sure enough, I got an email from The Planet saying that they'd tried to bill me, and the charge had failed.
I don't know if this is a systematic problem at The Planet. A couple of things may have contributed to the problem. One is that I was originally a customer of Rackshack, which was renamed to EV1 and later bought by The Planet. The Planet apparently has separate user databases for the two sets of customers, and this initially confused the person I talked with in the chat session, although she eventually assured me that it was ok. The other factor that may not be generally applicable is that this was in the time period right after the explosion at one of their data centers, so things were probably crazy there, and that may have contributed to their problem with processing the cancellation correctly.
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Mar 9, 2009
I'm selling downloads of music files. The zip files are quite large. I've had several people complain that they get a message that the server resets their connection before the download finishes.
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I'm on IIS.
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Jan 24, 2008
I have a CentOS server running WHM/cPanel and have just had a recent problem pop up:
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Is this a setting somewhere? If so, can someone direct me as to where it would be, because I've been looking for hours and can't find a thing!
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Sep 24, 2009
dreamhost deleted all sites and cancel the account without any notifications!
they just say "Customer agrees to not engage in activities pertaining to Black Hat SEO, Spamdexing, and so-called "Scraper sites."
but i have nothing of that. maybe some mistake have happend and some content was uploaded wrongly... Why not to ask to remove that?
i just have web-site like directory with google adsence and thats all off it!
i can you beleive before the cancelation thay send me a letter that my money that i gave them for next year is happily got!
that a shamely bad guys!
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Jan 7, 2009
Does anyone know the proper avenue for cancelling an account with HostNine? They are giving me the run around and ignoring my requests for a cancellation. I originally tried to cancel my account a couple of months ago by e-mail. They informed me that I had to submit a cancellation request through their website. I have submitted a cancellation request through their website SEVERAL TIMES since then. They never sent me any kind of response or confirmation, so I assumed (wrongly, I guess) that the account was cancelled, but they keep charging my credit card over and over.
I have requested again that the account be cancelled and told them that I would simply perform a chargeback since they are basically billing me for a service that I have continually requested be cancelled via their own online cancellation form using their own process for cancelling accounts. Nick Hudson @ HostNine's response to this was to threaten that they would send attorneys and collection agencies after me. All while claiming that it is "NOT hard" to cancel an account. I agree with them; cancelling your account when the company will actually deal with you should not be hard.
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Dec 7, 2008
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This is what the current package looks like:
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* Apache web server
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* MySQL 5 database server
* PERL private CGI-BIN
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Jul 26, 2008
I ran a shell server on FreeBSD 4.x and was able through (if I recall...) a kernel option to allow users to only see their own processes. For example, if a user ran top it only showed their processes and no others.
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Any other FreeBSD folks here that are familiar with this and care to remind me?
I think it's time I start keeping notes.
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Oct 3, 2013
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1) I've tried putting the EXE in various folders.
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May 19, 2009
I am looking for a Canadian host who necessarily have their servers in Canada who offer dedicated hosting and who hosts adult sites. I don't have anything particular specifications as of now since my sites are overall small (1k/day).
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Mar 3, 2009
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