Terje E.

SeoHosting.com from Site5 – Just Stay Away

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SeoHosting.com from site5 .com most be the worst host ever, now, in 2018, we expect a lot more from a web host, they are a total disaster when it comes to server resources and customer support.

How do I know this? Because I have used them.

I mean everything started okay, I could live with some 505 errors on my sites now and then, also that my sites were a little slow in general. SeoHosting.com and site5 .com are kind of cheap so I thought that I was getting what I paid for.

But the real pain started when they just terminated my account without notice, May 10 2018. Normally they say that they first suspend an account, then terminate after 14 days. And that’s fair if you don’t pay. And in my case, I did not pay, because I didn’t get invoice emails from them to my SeoHosting.com accounts email address. So I didn’t know that my card was working anymore, I had recurring payments on auto. So the did not suspend my account, just terminated it.

And stupid me didn’t have backups of the sites at the SeoHosting.com account… So I asked them to restore my account for the restore fee at $110. To do that they made me pay that fee (which suddenly was $150) + 1 more fee (future hosting for 3 months) that I really didn’t need. But ok, I didn’t have backups so I had to pay. Then they did nothing… and more nothing… and even more nothing… Until I threatened them to get a refund by PayPal for all my recent payments. Then things happened, but still very slow. It took about 11 days of downtime for my sites before I got them restored. And even when they claimed they were restores they were not. I had to fix the last bit assigning IP addresses myself.

Today, May 25, I got a new email from SeoHosting.com support saying that it looks like my sites works… DUH.. yes, I fixed them 5 days ago…

BTW. SeoHosting.com and site5 .com share the same support staff, so don’t expect anything better from Site5.com.

Below are some support chats I had with the SeoHosting.com chat support, they are boring and takes a long time to read, but you will see how the support are if you take the time to read them. (Its not all chat sessions regarding the issue, I had 3 or 4 more.) (The names of the support persons are anonymized).


Welcome To Live Chat
8:58:38 AM System Aomi A has joined the chat!
8:59:11 AM Aomi A Hello xxx,Welcome to Live Support. My name is Aomi. I’d be glad to assist you today.
8:59:29 AM Roy B Hi. I get the message «No client account was found with the email address you entered». My domain is cakebake45.com.
9:00:20 AM Aomi A Are you referring to loggin to cliemt area?
9:00:26 AM Roy B Yes.
9:00:42 AM Roy B I have paid the bill for the domain, but the sites are still suspended by you.
9:01:40 AM Aomi A Okay, Please confirm me the primary domain you have with us: cakebake45.com
9:02:15 AM Roy B Yes, cakebake45.com.
9:03:26 AM Aomi A Thank you, Could you please be on hold for 2 to 3 minutes so that I can locate you account.
9:03:38 AM Roy B Ok.
9:09:34 AM Aomi A Please be on hold for 3 minutes while I am checking into your request. I will update you as quick as possible.
9:09:48 AM Aomi A Thank you for holding.
9:09:59 AM Roy B ok
9:12:13 AM Aomi A In order to verify the account, could you please provide me the last 4 digits of the Credit Card on file OR the most Recent PayPal Transaction ID for the account, plus the billing zip code?
9:13:02 AM Roy B Paypal transaction number: xxx
9:13:13 AM Roy B Billing zip xxx
9:15:35 AM Aomi A Thank you.
9:16:28 AM Roy B Do you find out anything?
9:18:41 AM Aomi A I could see that your account has been terminated.
9:18:56 AM Aomi A You had: Shared IP Hosting – 20 C Class IPs – cakebake45.com with us.
9:19:08 AM Roy B Yes, and I need that one
9:19:47 AM Roy B Please activate it again.
9:20:17 AM Roy B Its paid once I got the notification that my service has been suspended.
9:21:11 AM Roy B I never got a warning that it wold be trminated and I never got a warning before it was suspended.
9:21:26 AM Aomi A May I know when was it paid?
9:22:21 AM Roy B Paid May 11. Time: 18:42:06
9:23:20 AM Roy B I got the email about the suspension the same dau, May 11.
9:25:20 AM Roy B So I wonder why it was terminated at once? It should take 14 days before termination.
9:27:15 AM Aomi A Could you please be on hold for 4 to 5 of minutes while I check this for you with the billing team?
9:27:28 AM Roy B Ok.
9:28:46 AM Aomi A Thank you for holding.
9:29:16 AM Aomi A I could see that the invoice is been paid till March, 5th 2018
9:29:46 AM Roy B Ok. So is there a problem then=
9:31:08 AM Aomi A that is why the hosting has been terminated.
9:31:14 AM Roy B I didnt get any warnings.
9:31:59 AM Roy B The email from may 11 is the only one.
9:34:06 AM Aomi A Have you made the payment for this : 7834375 on May 11th?
9:34:52 AM Roy B First see this please:
9:34:55 AM Roy B This is a payment receipt for Invoice xxx sent on 06/06/2017

Shared IP Hosting – 20 C Class IPs – cakebake45.com (06/06/2017 – 09/05/2017) $90.00 USD
9:35:02 AM Aomi A On that same day the termination email was also sent.
9:35:52 AM Aomi A And on December 10th, 2017 we have sent the second notice too.
9:35:55 AM Roy B The only emai lI got from you was the one called «Service Suspension Notification». When I got it I paid at once.
9:36:49 AM Aomi A I could see here that second notice was sent : xxx@xxx.no
9:37:29 AM Roy B I got only one. So you saend the suspension email and the termination email at the same time?
9:37:54 AM Roy B This is a payment receipt for Invoice xxx sent on 10/22/2017

Shared IP Hosting – 20 C Class IPs – cakebake45.com (12/06/2017 – 03/05/2018) $90.00 USD
9:38:00 AM Aomi A No, we send 3 emails
9:38:17 AM Roy B At the same day?
9:38:21 AM Aomi A First remainder, Second remainder and last one
9:38:50 AM Aomi A After last one if we dont hear from you the account will be terminated.
9:39:27 AM Roy B After the one from may 11 I paid at once.Can you send me a copy of those emails please?
9:40:39 AM Aomi A Hi Roy B (XXX XXX),

This is your second reminder that invoice no. xxx which was generated on 10/22/2017 is overdue.

Note: if this invoice is for a domain registration renewal that you do not want to renew, please login to your Customer Area (billing.seowebhosting.net/clientarea.php) and open a ticket with our Billing Department to notify us and we’ll be happy to take care of it for you.

Your payment method is: PayPal

Invoice Number: xxx
Amount Due: $90.00 USD
Due Date: 12/06/2017

You can login to your Customer Area (billing.seowebhosting.net/clientarea.php) to view and pay the invoice at billing.seowebhosting.net/viewinvoice.php?id=7834375.

Your login details are as follows:
Email Address: xxx@xxx.no
Password: The password you created to log in to the Support and Account Center

If your invoice goes 7 days past due, a late fee of $10 will get added to your total and your site will be suspended (but still active). If your invoice goes 14 days past due then your site will be terminated. To avoid this fee and a possible interruption of service due to a suspension, please make sure that your payment is made before 7 days past the due date.

Note: if, after your account has been terminated, you wish to have it restored (and we have a backup to restore) we are happy to restore it for a fee of $150 per cPanel. After a site has been terminated it takes us several hours to rebuild the data in the account, thus the restore fee.

Thank you for your prompt payment! Let us know if there is anything we can do to help. Thanks for letting SEO Webhosting be your web host!
9:40:55 AM Aomi A Dear Roy B (XXX XXX),

This is a notification that your service has now been suspended. The details of this suspension are below:

Product/Service: Shared IP Hosting – 20 C Class IPs
Domain: cakebake45.com
Amount: $90.00 USD
Due Date: 12/06/2017
Suspension Reason: Overdue on Payment

Please contact us as soon as possible to get your service reactivated. (If you are suspended for billing reasons: Our system cannot reinstate you automatically upon payment. Make sure you notify the Biling Department once you have paid an overdue invoice so that we can reinstate you manually.) If the account is still suspended after 14 days, it is subject to termination. In the event your account is terminated after a long suspension, there is no guarantee we will have a backup to restore it.

Note: if, after your account has been terminated, you wish to have it restored (and we have a backup to restore) we are happy to restore it for a fee of $150 per cPanel. After a site has been terminated it takes us several hours to rebuild the data in the account, thus the restore fee.

To view your balance and submit a payment online, please visit your Customer Area (billing.seowebhosting.net/clientarea.php). For assistance with payments, please email billing@seowebhosting.net.

Billing Team
SEO Webhosting
9:43:47 AM Roy B I opened the account last year in june. So you are saying that the bill was never paid? And that I have never paid you anything?
9:45:09 AM Aomi A No, xxx. The bill Invoice #xxx what you have paid is valid from: December 6th, 2017 to March 5th, 2018
9:46:29 AM Roy B Ok, so I have paid untill march 5. But as far as I understand I didnt get an invoice after that.
9:47:06 AM Roy B Is that correct?
9:49:17 AM Aomi A As the second notice was sent and you have not paid for the invoice till March 5, 2018 the invoice was not sent to you.
9:49:52 AM Roy B Anyway, how can we get the account back?
9:54:35 AM Aomi A As it is been terminated unfortunately the account has been erased from the server.
9:54:36 AM Roy B This is the email I got on the may 11 2018, it says that if the account is still supsneded after 14 days it will be terminated.
9:54:41 AM Roy B This is a notification that your service has now been suspended. The details of this suspension are below:

Product/Service: Shared IP Hosting – 20 C Class IPs
Domain: cakebake45.com
Amount: $90.00 USD
Due Date: 12/06/2017
Suspension Reason: Overdue on Payment

Please contact us as soon as possible to get your service reactivated. (If you are suspended for billing reasons: Our system cannot reinstate you automatically upon payment. Make sure you notify the Biling Department once you have paid an overdue invoice so that we can reinstate you manually.) If the account is still suspended after 14 days, it is subject to termination.
9:55:36 AM Roy B You have backups.
9:58:23 AM Aomi A We have the backup when the account will be in suspended state.
9:58:58 AM Aomi A But when the account reaches the termination state, the records will be erased from the server.
9:59:46 AM Roy B No, you cant say that they are totally deleted. its sites for $15000 I paid for. I dont have backups.
10:03:02 AM Aomi A Okay, I will escalate the request to the backup team.
10:03:12 AM Aomi A And ask them to check on that.
10:03:23 AM Roy B Like you say in the email: Note: if, after your account has been terminated, you wish to have it restored (and we have a backup to restore) we are happy to restore it for a fee of $150 per cPanel. After a site has been terminated it takes us several hours to rebuild the data in the account, thus the restore fee.
10:04:55 AM Aomi A Yes, I will ask our restore team to check if there is any backup available.
10:05:20 AM Roy B Ok, I will wait.
10:05:20 AM Aomi A They will get back to you via email asking the date to which you need the backup for.
10:05:41 AM Roy B Thats the latest possible date.
10:08:50 AM Aomi A Okay, Then will check and update it to you, As a frontline support agent, I have only limited access.
10:09:03 AM Aomi A Please give me 4 minutes to move your request to them.
10:09:04 AM Roy B ok, thanks
10:14:34 AM Aomi A Thank you for holding.
10:14:37 AM Aomi A is the Ticket – RCS-xxx id
10:18:15 AM Aomi A Did you receive my last message?
10:20:43 AM Roy B Yes, thanks
10:20:54 AM Aomi A Thank you.
10:20:56 AM Aomi A Thank you for contacting us,Bye.
10:21:01 AM System This chat session has ended.

————————–

Chat ID: 48786446 Initial Question: Support code: xxx Hi. I paid to get my account restorated 3 days a go. But its not up yet.
3:37:00 PMSystem Edwin S has joined the chat!
3:37:52 PMEd S Hello. Welcome to live chat, My name is Edwin. I will be glad to assist you.
3:38:46 PMRoy B Hi.
3:39:20 PMRoy B I paid the restoration fee 3 days ago. So I wonder if the account will be restored.
3:39:35 PMRoy B Invoice #xxx
3:40:15 PMRoy B Support code: xxx
3:42:14 PMRoy B Account: xxx@xxx.no
3:42:41 PMEd S Thank you for your authentication.
3:43:10 PMEd S Are you referring this account?
3:43:27 PMRoy B Yes.
3:45:51 PMEd S Shared IP Hosting – 20 C Class IPs – cakebake45.com
3:46:31 PMRoy B Yes. That is the account.
3:46:40 PMEd S Can you please hold for 5 minutes while I look into this for you?
3:46:48 PMRoy B Ok.
3:53:31 PMEd S I am checking your issue, Please be on hold for 3 minutes.
3:56:37 PMEd S Please make payment, Invoice #xxx
3:58:20 PMRoy B Ok. The last support guy I talked to said that the restoration would be done, then I had to pay the invoice. So will it be retored today when I have paid the last invoice?
4:01:20 PMEd S Which you paid for last Invoice, That is restoration fee and Invoice #xxx
4:02:18 PMRoy B Yes, thats right. So I asked the support guy if I also should pay for the future hosting. He said no, and told me to wait. Was that wrong?
4:03:17 PMRoy B I have paid the invoice you sent me now, by PayPal.
4:04:41 PMEd S Thank you xxx.
4:10:14 PMEd S I really appreciate your patience. Currently, I need to escalate this issue to get it resolved fully, so I’m going to be making a ticket for this. Please stand by and I will give you the ticket ID once I’m done.
4:12:19 PMRoy B ok
4:12:44 PMEd S I have just completed your ticket, and we will update you via email as soon as possible. Your ticket ID is: UIO-xxx
4:15:34 PMEd S Is there anything else I could assist you with today?
4:16:20 PMRoy B I got the ticket by email now. But when will the sites be restored? I think that the last 3 support guys I talked to on Monday, Thursday and Wednesday probably did not have the knowledge to give me correct support, so it ws maybe delayd until now? Thanks.
4:20:23 PMEd S I apologize for the Inconvenience xxx
4:20:27 PMEd S Is there anything else I could assist you with today?
4:21:21 PMRoy B Its fine. I am happy things will be ok 🙂 Are you able to tell me when the account will be back online?
4:21:48 PMEd S Unfortunately, I will not be able to give you an exact time frame for the issue resolution, as the resolution time for each issue varies depending on its complexity. However, I do see that your ticket has reached the top of the queue at this time, so it shouldn’t be taking long to resolve. Thank you again for your time and patience.
4:22:16 PMRoy B Thanks Edwin, and have a nice day. Bye.

—————————-

11:54:31 PM System Ciandra M has joined the chat!
11:55:03 PM Ciandra M Hello Kluften. Welcome to live chat, My name is Madhu. I will be glad to assist you.
11:55:06 PM Ciandra M I am sorry for any inconvenience this has caused you.
11:55:16 PM Ciandra M Do you have existing Ticket?
11:55:18 PM Roy B My support code is xxx
11:56:26 PM Ciandra M Thank you for your authentication.
11:56:27 PM Roy B I paid the restoration fee last week and the hosting fee last week, but still there are no restorar\tion of my account.
11:56:42 PM Ciandra M I am sorry for any inconvenience this has caused you.
11:57:00 PM Ciandra M Could you please be on hold, while I check this for you?
11:57:25 PM Roy B Yes.
12:01:17 AM Ciandra M Sorry for the trouble caused.
12:01:30 AM Ciandra M I have reported the issue to the senior admins.
12:01:33 AM Roy B So whats happening?
12:02:01 AM Ciandra M ‘They will reply within a couple of hours to the mail.
12:02:50 AM Ciandra M I assure you that it will be fixed soon.
12:02:51 AM Roy B Its reported before, last week to senior admins. How can I know they will reply now? The support person I chatted to last week told me the same thing as you say now. But I have not gotten any reply yet.
12:03:27 AM Ciandra M Okay sorry for that,Please let me know the alternative mail ID?
12:03:57 AM Roy B Do you want an alternative email address?
12:04:10 AM Ciandra M Yes it is.
12:04:57 AM Roy B My email address is xxx@xxx.no, and an alternative address is xxx@xxxxx.com. Why do you need an alternative?
12:08:13 AM Ciandra M So I will update to the senior admins sometimes the emails are not sent to the address which is not delivered so I have asked.
12:09:23 AM Roy B But I have paid everything and the account is still not restored. They don’t need to send me an email to restore it. Please tell me why the account is not restores.
12:10:12 AM Ciandra M I am sorry for any inconvenience this has caused you.
12:10:18 AM Ciandra M I completely understand that this is extremely important for you.
12:10:24 AM Ciandra M I will looking after this issue personally, so that it will be resolved at the earliest.
12:10:59 AM Roy B I have talked to 3 support people that say they will look after it personally.
12:11:48 AM Ciandra M I am sorry for any inconvenience this has caused you.
12:11:57 AM Ciandra M I assure you that it will be fixed soon.
12:12:22 AM Roy B All support people say the same thing….
12:12:32 AM Roy B But nothing happens.
12:13:06 AM Ciandra M I am sorry for any inconvenience this has caused you.
12:13:14 AM Ciandra M My apologies.
12:13:20 AM Ciandra M I assure you.
12:13:26 AM Ciandra M It will be fixed.
12:15:11 AM Roy B Ok. When will I get that reply from the senior admins? 2 hour, 4 hours?s
12:15:56 AM Ciandra M Yes you will get the reply within a couple of hours.
12:16:31 AM Roy B If I dont get the account restored before tomorrow I have to claim a refund from PayPal for my three last payments. Because i have paid for something I didnt get.
12:16:58 AM Ciandra M My apologies.
12:17:10 AM Ciandra M I assure you that it is fixed soon.
12:19:00 AM Roy B I know you have a button that you press for auto answer «I assure you that it is fixed soon.». So
12:20:11 AM Roy B Becasue I see the same answer from the other support persons.
12:20:25 AM Roy B But it is still not fixed.
12:20:42 AM Ciandra M Sorry it will be fixed soon.
12:22:38 AM Ciandra M Thanks for choosing Site5 live chat to help you resolve your questions. Since I have not received a response from you I’m going to go ahead and close this chat session. If you still have more questions/concerns, please open another live chat session at: chat.site5.com . Thank you again for using Site5 live chat and have a great day
12:23:01 AM System This chat session has ended.

———————————–

Welcome To Live Chat
10:17:37 PM System Nikesh K has joined the chat!
10:18:13 PM Roy B My support code: xxx
10:18:14 PM Nikesh K Hello xxx, welcome to Live Chat support. My name is Niksh. How you doing today?
10:19:00 PM Roy B Not so good thanks. My account is still not up.
10:19:39 PM Nikesh K Thank you for your authentication.
10:22:19 PM Nikesh K I could see that your account is working now. Could you please let me know the exact error message which you are receiving?
10:23:00 PM Roy B My sites are all down, I have 20 sites in my WHM account.And I cant log in to WHM.
10:23:26 PM Roy B I have paid $150 to restore that.
10:23:30 PM Nikesh K Could you provide the URL that you are using?
10:23:52 PM Roy B URL for what?
10:24:52 PM Nikesh K Could you provide the URL that you are using for accessing the WHM?
10:25:25 PM Roy B I use the button in my account area, called «Login to WHM».
10:25:35 PM Roy B What is the correct URL?
10:27:23 PM Roy B Is it cid.seoboxes.com:2087 ? My login info does not work, do I have a new user name and password?
10:29:20 PM Nikesh K May I place you on hold? I am going to research this for you right now and it should take about 5-6 minutes. I’ll be back as quickly as I can.
10:29:38 PM Roy B Ok, thanks.
10:37:40 PM Nikesh K Sorry for the wait time. I could see that account is working fine.
10:38:26 PM Roy B Ok. Good. But my domains dont work.
10:39:44 PM Roy B And how do I log in to WHM?
10:40:02 PM Nikesh K cid.seoboxes.com and romturis
10:40:17 PM Nikesh K Kindly ignore my last message.
10:40:18 PM Roy B The password dont work.
10:40:45 PM Nikesh K May I place you on hold? I am going to research this for you right now and it should take about 5-6 minutes. I’ll be back as quickly as I can.
10:40:57 PM Roy B This is my password: C46gfgfh8F
10:41:33 PM Roy B So please check why my domains dont work. also.
10:48:08 PM Nikesh K I am sorry for any inconvenience this has caused you. I could see that account is terminated for some reason and there is no log available also for this matter.
10:49:22 PM Roy B For 1 week ago I paid $150 to get the account restored.
10:50:36 PM Roy B And the ticket #UIO-xxx is about that.
10:53:02 PM Nikesh K I will pass the ticket to my senior admins and they will solve the issue from now on., xxx.
10:54:57 PM Roy B I need the backup from «Thu May 10 19:44:16 2018».
10:55:34 PM Roy B Can you write that to your senir admins?
10:57:07 PM Nikesh K I will place a note in that ticket with this chat id and your message too. Is there anything else I could assist you with today?
11:00:03 PM Roy B When will the senior admins take action?
11:00:51 PM Nikesh K They are working on this issue and you will get a reply very soon.
11:01:09 PM Roy B Does that mean today?
11:01:37 PM Nikesh K Unfortunately, I do not have an estimated time frame I can give out as to how long this will take, but I assure you our administrators will have it done as early as possible.
11:03:26 PM Roy B I see. Because yesterday I said that if things dont work today I will have to get refunds from PayPal for all my last payments.
11:04:31 PM Nikesh K I have passed the ticket with priority and they started working on this issue and they are working on it.
11:04:59 PM Roy B Thanks Nikesh.
11:05:04 PM Roy B Bye.
11:07:05 PM Nikesh K Thank you for contacting SEO Hosting Support. Have a great day
11:07:16 PM System This chat session has ended.

 





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