Account Suspended

[kuku53]

I have been with EukHost for a number of years now and although there server does go down now and again possibly 2-4 times a year i never complained as these things happen there computers and they go wrong but when i got the email below i was taken back a bit?

Being that my business depends on the hosting for the pictures etc. I would of expected a more professional attitude towards there customers being that the files that they are talking about are only backups and have been there at least 2 years


Hello ?

This is to inform you that your account has been suspended due to several infected applications which are infected with Trojans.
As we do not allow such kind of files and applications which always compromise the servers. We also have the logs that shows that these uploaded by you.

Please refer the attached screen capture for the same.

Do get back to us, in case of any doubts or for further assistance,We will be glad to help you.

Regards,
Henry D.

I would of expected an email as below

Hello ?

This is to inform you that our system has found several infected applications which are infected with Trojans.
As we do not allow such kind of files and applications which always compromise the servers. We would like the items in question removing from our servers. Failure to do this your account risks being suspended

We also have the logs that shows the infected files for you to remove asap

Please refer the attached screen capture for the same.

Do get back to us, in case of any doubts or for further assistance,We will be glad to help you.

Regards,
Henry D.

[Rock]

I have been with EukHost for a number of years now and although there server does go down now and again possibly 2-4 times a year i never complained as these things happen there computers and they go wrong but when i got the email below i was taken back a bit?

Being that my business depends on the hosting for the pictures etc. I would of expected a more professional attitude towards there customers being that the files that they are talking about are only backups and have been there at least 2 years

Hello ?

This is to inform you that your account has been suspended due to several infected applications which are infected with Trojans.
As we do not allow such kind of files and applications which always compromise the servers. We also have the logs that shows that these uploaded by you.

Please refer the attached screen capture for the same.

Do get back to us, in case of any doubts or for further assistance,We will be glad to help you.

Regards,
Henry D.

I would of expected an email as below

Hello ?

This is to inform you that our system has found several infected applications which are infected with Trojans.
As we do not allow such kind of files and applications which always compromise the servers. We would like the items in question removing from our servers. Failure to do this your account risks being suspended

We also have the logs that shows the infected files for you to remove asap

Please refer the attached screen capture for the same.

Do get back to us, in case of any doubts or for further assistance,We will be glad to help you.

Regards,
Henry D.

Hi Phillip,

Thank you for your suggestion

We do understand your concern about the presence of your site being online, but we also have to look after the shared hosting server on which your account is hosted on, faced a downtime of 2 hours last night after the HDD was clogged with emails which were sent from such executable files.

This also led to the mail server's IP getting blacklisted, hence we had to take immediate actions on the account owners, to which only you did respond to the tickets we opened for communicating with our clients. This makes me believe that those files weren't uploaded by you (unless your account is hacked) or were done mistakenly.

We can remove all those trojan files & have your account reactivated ASAP, please let us know once you want us to proceed with this..

[kuku53]

Hi Phillip,

Thank you for your suggestion

We do understand your concern about the presence of your site being online, but we also have to look after the shared hosting server on which your account is hosted on, faced a downtime of 2 hours last night after the HDD was clogged with emails which were sent from such executable files.

This also led to the mail server's IP getting blacklisted, hence we had to take immediate actions on the account owners, to which only you did respond to the tickets we opened for communicating with our clients. This makes me believe that those files weren't uploaded by you (unless your account is hacked) or were done mistakenly.

We can remove all those trojan files & have your account reactivated ASAP, please let us know once you want us to proceed with this..

Yes i am more than happy for the files to be deleted i dont need them

[kuku53]

This is now the reply i get (Sounds like they want more money)

HI ?,

Your account was suspended due to violation of our TOS,

======================
3. Banned Content

3.1 Customers must use the Services provided for lawful, authorised purposes only. Transmission, storage, or presentation of any information, data or material in violation of any British law is prohibited. The list of banned content includes, but is not limited to :-

(a) Illegal Material - This includes illegally exploited copyrighted works, commercial audio, video, or music files, and any material in violation of any regulation or material that is perceived to be misleading.

(b) Warez - This includes, but is not limited to, pirated software, ROMS, emulators, phreaking, hacking, password cracking, IP spoofing and encrypting of any of the above. Also includes any sites which provide "links to" or "how to" information about such material.

(c) HYIP - We do not allow any HYIP sites, or sites that link to or have content related to HYIP sites.

(d) Proxy - We do not allow any proxy set-ups or connections or any sort of activity through remote proxy connections on our Shared Hosting, Reseller Hosting, VPS Hosting, Semi-Dedicated Hosting and Dedicated Servers. The first offense committed by the Customer will result in suspension of their Account. Any second violation will result in immediate Account termination.

(e) IRC Hosts - Hosting an IRC server that is part of or connected to another IRC network or server or has a connection to an IRC network. Servers or virtual hosting accounts, found to be connecting to or part of these networks will be immediately removed from our network without notice. The server will not be reconnected to the network until such time that you agree to completely remove any and all traces of the IRC server, and agree to let us have access to your server to confirm that the content has been completely removed. Any second violation will result in immediate account termination.

(f) Defamatory content - any website content that makes a false claim, expressively stated or implied to be factual, that may give an individual, business, product, group, government or nation a negative image.

g) Bit Torrents: Use of software and scripts for "bit torrents" or similar is not allowed on our servers. This includes sending or receiving files using these mechanisms.
==================================

Those files and applications have been deleted already, but your account wont be re-initiated on Shared Hosting, you would need to upgrade to VPS or higher package.

Let us know how you wish to proceed.
Thanks for your patience.

Do get back to us, in case of any doubts or for further assistance,
We will be glad to help you.
_____________________
Regards,
Chris White

[kuku53]

Just had a look when the Hosting was setup and it was January 2008 is this how you treat your customers EukHost

[kuku53]

HI Philip,

I apologize if my reply sounded rude, but we wont tolerate our other clients getting affected due to a single client who violates our TOS.

A single Abuse complaint and Infringement notice against your Illegally hosted content, is enough to take down our entire shared server. Hence we have to take harsh actions against this.

Well, with your decision of posting the ticket information on forums, You are most welcome.

We too have screen shots of illegal contents and infected files for other people to be aware of the entire fact.

Thanks for your patience.

Do get back to us, in case of any doubts or for further assistance,
We will be glad to help you.

I understand that if files are infected they need to take steps but this is ridiculous Like i said in my earlier post that these files have resided on there servers for 2 years
Do they not scan regular

[eUK - Chris]

Hi Phillip,

I apologize if my reply sounded rude, but we wont tolerate our other clients getting affected due to a single client who violates our TOS.

A single Abuse complaint and Infringement notice against your Illegally hosted content, is enough to take down our entire shared server, disrupting services of our clients. Hence we have to take harsh actions against this.

Well, about the illegally hosted and Infected files, below is the screen shot.

[kuku53]

i Notice also that the screenshot that you have taken doesn't include the dates they they were written to your servers then we could also see that they have been sat there dormant for 2 years they were only backup's of my own files

So either

1/ You don't scan regular because if you did i would have warning beforehand and could of deleted them myself

2/ You had a problem with your server and you needed to lay the blame onto someone ?

[eUK - Chris]

I understand that if files are infected they need to take steps but this is ridiculous Like i said in my earlier post that these files have resided on there servers for 2 years
Do they not scan regular

About our scans , We do scan our servers regularly, but the Data location i.e the location of website directories are excluded.
This being a shared server, scanning such a huge amount of data is not feasible, also it affects the server performance.

But due to recent Abuse Complaints from International Authorities and Law enforcement and IP's getting blacklisted by Google and various Anti-Spam Authorities, we had to scan those directories for infected files, spamming scripts etc.

[kuku53]

No problem mate i would think that the 2 years was enough to scan the server

But saying that did i complain when the servers went down so many times a year and start blaming anyone as i realize that these things happen and was only offline for about 4 hours at a time

Does anyone know a good Hosting Company that i can get running ASAP that has good customer services and will advise if there is any problems without shutting you down without warning ?

[kuku53]

Chris Profile LOL

Biography
A very Happy Go Lucky guy!! Very Happning , mischievous and Naughty
Location
OMG!! I am LOST..
Interests
Swimming, Flirting , making new Friends , etc
Occupation
eUK STaff ( Sys Admin)

[Cristiano]

Chris Profile LOL

Biography
A very Happy Go Lucky guy!! Very Happning , mischievous and Naughty
Location
OMG!! I am LOST..
Interests
Swimming, Flirting , making new Friends , etc
Occupation
eUK STaff ( Sys Admin)

Does this reply has anything to do with the issue you are facing ?

[kuku53]

No but it made me laugh that i feel i am dealing with a 18 year old lad that has no comprehension of the way to help customers resolve problems or any customer services when this could of been more professionally handled by EukHost

When this morning i assumed that it would be sorted from this reply

Hi Phillip,

Thank you for your suggestion

We do understand your concern about the presence of your site being online, but we also have to look after the shared hosting server on which your account is hosted on, faced a downtime of 2 hours last night after the HDD was clogged with emails which were sent from such executable files.

This also led to the mail server's IP getting blacklisted, hence we had to take immediate actions on the account owners, to which only you did respond to the tickets we opened for communicating with our clients. This makes me believe that those files weren't uploaded by you (unless your account is hacked) or were done mistakenly.

We can remove all those trojan files & have your account reactivated ASAP, please let us know once you want us to proceed with this..



When all i seem to be doing now is emailing a jumped up Little T*** at Email support and not getting anyone with common sense to Fix a problem

[Eidolon]

So in short you've been hosting keygens on your website which are actually trojans. You then complain at eukhost for suspending your website and blame them for not noticing the files which based on your replies you uploaded a long time ago.

Taken from the ToS...

3.3 Any Customer found to be using the Services for any of the purposes contained in Clause 3.1 may have their Account terminated without notice.

Ref: Terms of Service - eUKhost Ltd

[kuku53]

Yes that about sums it up never hosted the files for anyone to download is was just as backup for myself and i haven't used them for 2 years and even forgot that they were there so never thought to remove them

I hold my hands up that they should of been deleted a long time ago "I make mistakes"

But would of liked the opportunity from the company to do that first as it certainly wasn't these files that were causing there server problems

[Adrian]

I think the decision taken by EUKhost was fair enough. If any customer violates the terms of service of the hosting provider, the company has full rights to suspend or terminate the services. The hosting provider cannot keep the website active as this may provoke other customers to host similar sites on the servers of the hosting provider.

[Albert M]

Its Kind of eUKhost that they have just suspended the domain and not Terminated your account. Those Trojans/ Virus would affect the server and disrupt the services of other clients and why do you think we should suffer because of this ? I support eUKhost decision.And as far as Chris profile goes, I have interacted with Chris, and he has always been helpful and friendl,Not only that he has good Knowldege. He has resolved many of my issues, so he being 18 or 20 should not be a problem for anyone who have interacted with him for genuine reasons.

[kuku53]

Thank you for all your feedback to the saints out there that DONT make any mistakes ?

I hope that the servers never go down again

[kuku53]

I think the decision taken by EUKhost was fair enough. If any customer violates the terms of service of the hosting provider, the company has full rights to suspend or terminate the services. The hosting provider cannot keep the website active as this may provoke other customers to host similar sites on the servers of the hosting provider.

These items were not for any public usage and no links to these files were ever published as i said earlier they were backed up files when i needed to so i could reinstall windows on a pc. I didn't even open the files myself but did forget to delete them from the site

I understand what EukHost is saying that is NOT the issue i have but the response i have received as a valued customer ?

I would of expected a message to remove the files before suspension being that a business depends on it and hope that they will take note as i am sure the purpose of hosting a website is critical for businesses and the closure will mean lost revenue

It would of took me 3 mins to delete the files without loosing any sleep. There are plenty of Hosting companies out there and will take me a day or so to get back up and running but i hope that this will help other customers of eukhosting to be aware that they give no advise or help resolving a problem they are able to see from the server the last time files were accessed that would tel them 2 years ago. So any problems that they had on there servers were not of my doing

[Stella]

I don't wish to offend, but even if the links were not published, but the files were on a public server, which is used/shared by many other clients, who pay for the same service that you have opted for.
If in case something went wrong, the other users would have suffered, as those trojans would have created backdoors for the attacker to gain access and leak out sensitive data and information of other clients on the same server.