Excessive bandwidth usage being caused by server?

[DaisyJen]

I have a client whose site is down right now due to excessive bandwidth usage. When I checked her stats I saw that over half of the bandwidth traffic for her site this month is coming from the server, mercury.nocdirect.com. I believe the bandwidth usage was 1.20 GB. She has a 2 GB transfer.

I opened a ticket with support and they said that it looked like it was excessive email usage. I told them that my client isn't using any mail forms, no mailmain lists and basically runs a very simple blog. The usage isn't coming from her. No one in support could tell me what's causing it. They said they only keep logs for 24 hours, yet the last traffic was shown as falling in the last 24 hour range. I'm not sure why someone can't figure it out.

So my client's site has been down ALL DAY with no further response from Jaguar. I updated the ticket last asking for the bandwidth restriction to be lifted from her site ASAP, since this isn't something that was caused on her end, but it's still down. Needless to say I'm not very happy. I have no answers to give a paying customer and I feel Jaguar has dropped the ball on this issue. How hard is it to look at some server logs, try to figure out why the excessive bandwidth is being caused by the server and fix the problem.

I am very angry that I have no answers to give my client and that her site has been down all day for something she did not do. I want to get this problem fixed immediately. Anyone have any other suggestions?

[JPC-Masood]

Please email me your support ticket # at masood@jaguarpc.com

[DaisyJen]

How do I email you the ticket Masood?

I got an email this morning stating that the issue had been resolved in another ticket and the current ticket had been closed by someone at Jaguar.

Um. No. No one ever told me why the server had used 1.20 GB of my client's bandwidth. My client's site was down ALL DAY yesterday and I was unable to give her any answers, other than I'm waiting for an answer myself. That is not acceptable to me or my client. I want to know what will be done to compensate my client for her DAY AND A HALF worth of downtime. Especially since the bandwidth issue wasn't caused by anything she did, but by the server.

[DaisyJen]

FYI - it's ticket # 2139257

[Connie]

Just click on the e-mail link he provided. Masood is very good about getting problems resolved that some of the other techs can't. Provide the ticket number or point him back to this thread.

[DaisyJen]

Duh. Didn't see the email. Will do!

[DaisyJen]

Apparently support says the traffic is to a wp-mail.php file on my client's server. My client used this a while back and tried to send an attachment with it. Apparently that's what is causing the excessive bandwidth usage. Now all I need to do is figure out how to get rid of that email, since it's not anywhere that I can find it.

So the issue was caused by something on my client's side, but like I told support in my ticket, a little more poking around on their part to find out what was causing it and better communication could have quelled a lot of this.

[Connie]

Well it looks like you are getting the problem narrowed down. I can't help but perhaps now some of the more knowledgeable members of the forum can.