Website suspended

**Candy** · 05-28-2003, 11:43 AM

Did anyone else out there have their website suspended because their client billing information was blank? I did...and my site has been down for over 24 hours and it is still down.

What I would really like to know is how did it end up with no information in the first place. Certainly I couldn't open an account in the first place without billing information. So how did it disappear?

I am getting no where with technical support and the billing department never answers their phone or returns messages.

I have had problems in the past and feel tech support is generally quite good. Not this time though and I am getting very frustrated.

**Vin DSL** · 05-28-2003, 12:12 PM

Originally posted by Candy
Did anyone else out there have their website suspended because their client billing information was blank? I did...and my site has been down for over 24 hours and it is still down...

Yeah, the same thing happened at my last web host (of 3 years). That's why I moved here...

**Gurgle Smirk** · 05-28-2003, 12:48 PM

On top of Mercury having problems, then my email not working, now this? I mean gimme a break this is really starting to tax me and my clients!

**Eric** · 05-28-2003, 01:01 PM

Originally posted by Candy
Did anyone else out there have their website suspended because their client billing information was blank? I did...and my site has been down for over 24 hours and it is still down.

What I would really like to know is how did it end up with no information in the first place. Certainly I couldn't open an account in the first place without billing information. So how did it disappear?

I am getting no where with technical support and the billing department never answers their phone or returns messages.

I have had problems in the past and feel tech support is generally quite good. Not this time though and I am getting very frustrated.

This is not a matter of us "losing" billing details or billing details "disappearing". I've gone over this with you and explained the situation. The matter has been resolved and your site is back up.

If anyone else has the same issue with a suspension, please contact the sales or billing address because your matter won't get taken care of through this forum. Also, as a side note, the phone is available for sales questions, not support, regardless of whether or not the support issue is related to sales, billing, or a technical issue. We simply do not have enough free hands to be able to do that at this time and we try to call back those people who have questions about our service or other related questions if we are unable to take the call live as it comes in.

**Locked-up** · 05-28-2003, 01:07 PM

Originally posted by Gurgle Smirk
On top of Mercury having problems, then my email not working, now this? I mean gimme a break this is really starting to tax me and my clients!

How long did you go without being billed? I think I would have noticed if I was getting free hosting.

Not sure if I would have brought it up either.

**Gurgle Smirk** · 05-28-2003, 01:11 PM

Why would you suspend an account before notifying the customer. That's a really bad business practice!

**JPC-Les** · 05-28-2003, 01:18 PM

I can understand your frustration. While I can't remember if I have helped you with your particular problem I'll state that in most of the cases right now we find these sites on the servers and thanks to the previous management we have little information to work with to match up a contact to the account. Fortunately this type of incident should be a one-time-only affair.

If your problem has yet to be resolved please email us at sales@jaguarpc.com or PM me your ticket number and I will help as best as possible.

**Eric** · 05-28-2003, 01:20 PM

Originally posted by Gurgle Smirk
Why would you suspend an account before notifying the customer. That's a really bad business practice!

If the client's contact info is up to date, he will receive a notice of billing failure and notification to update his billing details.

**Gurgle Smirk** · 05-28-2003, 01:44 PM

I've moved my site to another hosting company (I just set up the order).

I certainly understand the contact info issue. However, making a little effort to contact me via my phone or even through my domain email is a much more "customer friendly" solution than simply suspending everything and waiting for the customer to reply.

Given all the problems with Mercury and now this, I'm happy to say I'm leaving Jaguar.