Account Suspended - Jag, please fix ASAP

[wgiese]

Sorry for the intrusion folks - this is between me and Jag, but I'm using every avenue available to me to get Jag to re-activate my account. Yes, I've submitted a support ticket, and PM'ed folks who may be able to assist.

Jag - www.c-brats.com is paid in full through October 2004. Within the last hour, my shell account has been disabled, and an "Account Suspended" notification has replaced my home page. Email is still working, but no notification has been sent to me regarding this.

Needless to say, this is a problem. Please fix ASAP.

Thanks,

Bill

On Edit
Support ticket: 2016058

[Connie]

Your right about the notification. Good luck on getting this issue resolved quickly.
You did the right thing in sending PMs to everyone who could help.

[wgiese]

Just when things were going so smoothly around here...this place can drive one to drink. For those who care, read on for another Jaguar pathetic support response. More than four hours later, my site is still unavailable, and Jag support has proven to not have a clue.

Jag support responded pretty quickly to my initial ticket - tells me I'm over my disk quota. Which surprised me, because I just checked it last night, and it appeared I had room to spare. In their response, they list my disk usage via DU - it shows to be 24MB below my quota, by their own account (not counting my relatively small database.)

Still, with the ongoing CPanel disk usage reporting problems, I'm stuck using du and guessing at my database sizes, so I can't say for sure. Maybe the tech has his numbers wrong.

So let's give Jag the benefit of the doubt, and say I'm over. Why is http access to my site disabled? This is disk space quota issue, not a bandwidth issue - there's no need to kill http access to the site.

Regardless, I tell myself to settle down, and just delete files to get the account out of the "suspended" status as instructed by the tech.

Which would be fine - if they hadn't disabled CPanel, FTP and shell access.

I report this, tell support to delete my 20MB+ server access logs, and wait. After about 30 minutes, support responds; they didn't delete my log files as instructed, but instead inform me they've re-enabled shell access. Fine...I'll do the deletes myself.

Except shell access was NOT re-enabled. I report this over two hours ago - still no response.

So, to recap:

Jag kills all access to my site, with no warning, and as far as I can tell, no reason - and I have a credit with them, since I'm paid through October.

Jag informs me there's a disk usage quota problem, yet their own tech support response with disk usage details indicates I'm under quota.

When Jag kills http access to my account, they also kill every other way I have of getting at it, and then tells me to delete files.

So Jag - give Curly, Larry and Moe a pat on the back for me. Job well done.

<sarcasm off>

[Vin DSL]

Originally posted by wgiese
...Jag support responded pretty quickly to my initial ticket - tells me I'm over my disk quota. Which surprised me...

Hrm... that's odd. I get auto-generated mails, repeatedly, whenever I go over 85% disk useage. And, they just keep coming until I do something about it. You didn't get ANY warning?

[wgiese]

Originally posted by Vin DSL
Hrm... that's odd. I get auto-generated mails, repeatedly, whenever I go over 85% disk useage. And, they just keep coming until I do something about it. You didn't get ANY warning?

Absolutely none.

And yes - I've received those emails in the past. They stopped a couple months ago, and I've been over 85% a few times since then. I check things via du 2-3 times a week.

[wgiese]

I was just about to post a major flame-o-gram here. I had received no response from Jag for 5.5 hours, and my phone and email was going non-stop from users wondering what happened to our community site.

I took one last look at the Ticket System before letting loose with the venom - glad I did.

Prasad took over my ticket just a few minutes ago, after the original tech provided worthless initial support, then proceeded to ignore me.

I knew this was good news; Prasad has helped me out on a number of occasions in the past, and his response has been lightning quick and right on the money every time. True to form, he had me back up in minutes. Prasad was the one bright spot in this otherwise miserable experience.

I'm still very peeved at the situation; not so much that the site was down, that happens from time to time due to circumstances beyond Jag's control. The main problem is how it went down; not only was the quota issue a screw-up on Jag's part, but the site was taken down completely and intentionally with no warning. This is completely unacceptable.

Worse yet, is the notice they put up on your site when this happens - here's a link to the redirected page they configure your account to use. It gives the impression the site is down because the owner has screwed up; either by doing something wrong, or for lack of payment.

I had numerous emails and phone calls from folks who saw this redirected page, most of them assuming I hadn't paid the bill. Bless their hearts, several of them offered to help out with expenses, but the point is - Jag made me look like a deadbeat. Which especially sucks when you have four pre-paid annual accounts, and have directed numerous clients their way. Thanks a lot, Jag.

There's just no excuse - the account suspension process needs to be fixed.

[mattsiegman]

You need to buy more bandwidth if there is a chance of your site going over. Sales does not work on weekends, and they are the proper people to contact when your bandwidth goes over.

You should always have 2 to 3 extra gig of bandwidth if you expect to cut it close.

I'm tired of these bandwidth messages, smart webmasters need to reserve extra bandwidth \and space in case of going over.

Jag's AUP expresses that they have the right to take a site down that is abusing resources or has gone over certain limits. Please be certain that you have a reasonable amount of buffer space, as the internet is constantly shifting attention from one site to another, but bandwidth is always an issue for webmasters.