Bad Experience with eUKHost (In last few months)

[L.Knight]

First of all, before i start this thread, i would just like to say that eUKHost was great a while back and i have been with them for years now. Although, lately ive been getting rather really bad, infant, horrendous hosting/support. I use eUKHost for business and personal and have many websites hosted with them, but my clients are having nothing but issues when it comes to eUKHost hosting. I'm on a shared server, i expect the server not to be 100% great, but it's not the point, im having issues.

Issue number 1.

A while back, i posted a thread and told you about how one of my clients managed to get access to my server, i don't know how your staff gave it him (I suggest there non-english) support, but they gave him access to my whole server, this means that he could do what ever he wanted to, im not saying he would of but he was telling me how unsecure there staff are over at eUKHost, he explained that 1, 2 and maybe 3 members of Live chat support, only confirmed his eMail address. Wait a sec, confirm an email address and it makes you the owner of the account? What??? (Yes he knows my email) just like the other 100s.

So he confirmed it, and then what did the staff do, they helped him reset many different passwords, but wait a second, it was even his server, it was mine, if he had any issues the client is meant to come to me. It's a good job that the client is a friend of mine that is experienced in SE and didn't do much to get access to my server. Your members of staff changed the passwords, helped him recover config files accessing all my mySQL config information + much more, oh yeah, can you believe it.

Issue number 2.

Alright, a few days ago i was working with a client, he had a few people with him inside his office, since he was a web developer he was demonstrating how the FTP works, and cpanel to his business clients. It's fine and works perfect. Although, when he was showing the 5-6 people how it works and what you can do with it, he got disconnected from the FTP. Yup, strange he said, he had uploaded 3-4 images and then got blacklisted via IPTABLES, it's not the first time that it's happened. He has changed his IP around 30 times because of getting blacklisted via iptables.

IPTables is fantastic security. Although, when you are showing your clients how things work and just by browsing the site, you get blacklisted. Not only that, a few days ago myself and one of my staff was working on our company site, it and all of a sudden the connection timed out, but this time we wasn't in the FTP, cpanel or anything else, we was browsing pages on the site.

Issue number 3.

Live chat support, well it's great isn't it? Clients can get 24x7 support for their web hosting, they can get help easily for their website. Not me, i seems to get indian based support via live chat, and the staff on there seem to take 15 minutes to reply. Yup, I can't manage to find any UK support for my UK web hosting.

When I get support, they seem to be rude, they seem to take ages to reply, they seem to take 15 minutes unbanning a IP from iptables, when clients are awaiting to go on their site, the live chat support seem to be no help.

There is 1 person, that's 1 person. ''Vincent'', he is the best live chat support you will get, the guy is brilliant when it comes to supporting, he is very friendly. If you need support via live chat, ask for Vincent, he will get the issue resolved in a few seconds.

Why do you have girls working for you? Please, Honestly.. they have no clue on how to fix anything, please do not employee any girls working for you, if you do, please make sure they know what they are doing, i was on live chat a week or 2 ago in the morning, i got all girls, they didn't have a clue how to fix anything.

Issue number 4.

I am on a shared server, not paying a lot, thats because i don't need it really. I only have a few clients on my shared linux plan, a few days ago i wanted to upgrade my disc space as it's nearly full, not only that i would just like more than 10GB, could i ask why you don't allow me to just upgrade the disc space and not upgrading the package? I was in live chat, (Sales live chat seems 1000% better, i wonder why) and the guy told me that i need to upgrade to a reseller at £14.99/month. Thats nearly double the amount im paying now, just for an extra 10GB? Are you serious?

There is hosting our there for 1000GB bandwidth, 1000GB disc space for less than £5/month. You are trying to charge me £14.99/month for an extra 10GB space, thats just wrong, i was really unhappy when he told me that he couldn't do anything about it apart from upgrade me to reseller at £14.99/month, he did offer me a few deals about 2 months free hosting, but it's still really bad..

Alright, im done. Thats the few issues i have, i hope you take the feedback in mind and think about doing something about this, i really did love you eUK a while back, but latley it's just been terrible these last few months, honestly.

I will be moving hosts this week for sure to UK2.net, they have unlimited hosting over there at £3.95/month. (Yes, they might have usage policys, but it's more than 10GB) The thing is, i was prepared to stay with you if you upgraded my disc space maybe for an extra few £1, but forcing me to upgrade to a £14.99/reseller account with 20GB disc space, is just bad bad.

I won't post this review everywhere, i don't want you to lose customers, but i appreciate you do something about those issues above and look into them. I wish you best of luck, it's a big shame really.

[NickJ]

Dear Loyd,

Please accept our sincere apology for the inconvenience caused to you.

Here is small explanation to the issues posted by you.

Issue number 1.

A while back, i posted a thread and told you about how one of my clients managed to get access to my server, i don't know how your staff gave it him (I suggest there non-english) support, but they gave him access to my whole server, this means that he could do what ever he wanted to, im not saying he would of but he was telling me how unsecure there staff are over at eUKHost, he explained that 1, 2 and maybe 3 members of Live chat support, only confirmed his eMail address. Wait a sec, confirm an email address and it makes you the owner of the account? What??? (Yes he knows my email) just like the other 100s.

So he confirmed it, and then what did the staff do, they helped him reset many different passwords, but wait a second, it was even his server, it was mine, if he had any issues the client is meant to come to me. It's a good job that the client is a friend of mine that is experienced in SE and didn't do much to get access to my server. Your members of staff changed the passwords, helped him recover config files accessing all my mySQL config information + much more, oh yeah, can you believe it.

None of our members are authorize to give account details over live chat.
If anyone request us to reset the account details, we ask for the register email address and forward the new account details to register email address but according to you it was given to your client. I would request you open ticket or PM me the chat details and I will verify it.

Issue number 2.

Alright, a few days ago i was working with a client, he had a few people with him inside his office, since he was a web developer he was demonstrating how the FTP works, and cpanel to his business clients. It's fine and works perfect. Although, when he was showing the 5-6 people how it works and what you can do with it, he got disconnected from the FTP. Yup, strange he said, he had uploaded 3-4 images and then got blacklisted via IPTABLES, it's not the first time that it's happened. He has changed his IP around 30 times because of getting blacklisted via iptables.

IPTables is fantastic security. Although, when you are showing your clients how things work and just by browsing the site, you get blacklisted. Not only that, a few days ago myself and one of my staff was working on our company site, it and all of a sudden the connection timed out, but this time we wasn't in the FTP, cpanel or anything else, we was browsing pages on the site.

We use firewall on all our shared servers and its configured to temporary block the connection from IP address if it exceeds the allowed connection over period of time. The restrictions are added on shared server in order to avoid flooding over the services as your account is sharing the resources with few other client hosted on same server.

FTP servers are configured to allow 8 simultaneous connection from one IP address and if your IP address exceeds the connection limit, then server will not allow you to connect through any new session from same IP address.

Issue number 3.

Live chat support, well it's great isn't it? Clients can get 24x7 support for their web hosting, they can get help easily for their website. Not me, i seems to get indian based support via live chat, and the staff on there seem to take 15 minutes to reply. Yup, I can't manage to find any UK support for my UK web hosting.

When I get support, they seem to be rude, they seem to take ages to reply, they seem to take 15 minutes unbanning a IP from iptables, when clients are awaiting to go on their site, the live chat support seem to be no help.

There is 1 person, that's 1 person. ''Vincent'', he is the best live chat support you will get, the guy is brilliant when it comes to supporting, he is very friendly. If you need support via live chat, ask for Vincent, he will get the issue resolved in a few seconds.

Why do you have girls working for you? Please, Honestly.. they have no clue on how to fix anything, please do not employee any girls working for you, if you do, please make sure they know what they are doing, i was on live chat a week or 2 ago in the morning, i got all girls, they didn't have a clue how to fix anything.

We truly appreciate your feedback about our services and our support engineers and being a customer service oriented company, your feedback will definitely help us to improve the quality of our support.
All our support engineers including female staff members are well trained on process.
Sometimes it may be possible that due to heavy chats request, you may get delayed response but 15 minutes of response time is not at all acceptable over live chats.

Issue number 4.

I am on a shared server, not paying a lot, thats because i don't need it really. I only have a few clients on my shared linux plan, a few days ago i wanted to upgrade my disc space as it's nearly full, not only that i would just like more than 10GB, could i ask why you don't allow me to just upgrade the disc space and not upgrading the package? I was in live chat, (Sales live chat seems 1000% better, i wonder why) and the guy told me that i need to upgrade to a reseller at £14.99/month. Thats nearly double the amount im paying now, just for an extra 10GB? Are you serious?

There is hosting our there for 1000GB bandwidth, 1000GB disc space for less than £5/month. You are trying to charge me £14.99/month for an extra 10GB space, thats just wrong, i was really unhappy when he told me that he couldn't do anything about it apart from upgrade me to reseller at £14.99/month, he did offer me a few deals about 2 months free hosting, but it's still really bad..

We do not provide customize shared hosting plans. If you need higher disk space for your account then you will need to consider a upgrade to next higher plan. As you are already on the our highest shared hosting plan, our sales executive have recommended you to consider reseller hosting plan.

For now, I have raised your disk space by 2GB at no additional charges and hope you will continue using our services. We will make sure that you should not have any such compliant about our services in future.

Wish you a very Happy Holidays !!!

[antjones]

In short I have noticed that eukhost.com's support has gone downhill considerably over the last few years.

They take ages to reply and their phone support is near on useless at times - I believe they outsource the telephone support. They even speak to you in foreign languages that english speaking persons cant understand.

The usual....you will get a reply to the support ticket within 15 mins is also a frequently fed lie.

Sorry but I have now left and cancelled all services with eukhost due to thinking their support was very poor.

Good hosting and value but poor support.

Thanks
Anthony

[NickJ]

Dear Anthony,

I do not agree with you on it and regarding the response time over Tickets, we never mentioned any such 15 minutes response time. It is always depend upon the nature of issues/problem with your account/server.

[antjones]

NickJ

Appreciate to taking the time to respond to my post.

However, I need to point out I am merely expressing my opinion. I have been happy with eukhost over a number of years but recently you guys took ages with a migration across servers, providing poor telephone support and took ages to reply to some really simple tickets. To will see that previously I have posted great things about you, but these comments have been based on my thoughts of value for money and the support being relative to the cost.

Whilst I appreciate you have not dropped below your sla uptime guarantee I felt the support was getting worse gradually over a perios of time. I only normally ask for support with basic things...

I was then enraged by some very shoddy telephone support last week. I am honest when I say eukhost hung up 4 times in a row. Whenni contacted livechat asking for someone senior, i received a call back from thensame persons who spoke poor english and had hung up. Anna answered then phone in English then started speaking foreign to me......

I even emailed you c'mon but received no reply about this issue.

Sorry but I ceased all services and taken my customers elsewhere.

Thanks for your hosting services and value for money.

Can I recommend you do some mystery shopping with your customer support?

Yours respectfully,
Anthony Jones

[L.Knight]

Dear Loyd,

Please accept our sincere apology for the inconvenience caused to you.

Here is small explanation to the issues posted by you.

None of our members are authorize to give account details over live chat.
If anyone request us to reset the account details, we ask for the register email address and forward the new account details to register email address but according to you it was given to your client. I would request you open ticket or PM me the chat details and I will verify it.


We use firewall on all our shared servers and its configured to temporary block the connection from IP address if it exceeds the allowed connection over period of time. The restrictions are added on shared server in order to avoid flooding over the services as your account is sharing the resources with few other client hosted on same server.

FTP servers are configured to allow 8 simultaneous connection from one IP address and if your IP address exceeds the connection limit, then server will not allow you to connect through any new session from same IP address.



We truly appreciate your feedback about our services and our support engineers and being a customer service oriented company, your feedback will definitely help us to improve the quality of our support.
All our support engineers including female staff members are well trained on process.
Sometimes it may be possible that due to heavy chats request, you may get delayed response but 15 minutes of response time is not at all acceptable over live chats.


We do not provide customize shared hosting plans. If you need higher disk space for your account then you will need to consider a upgrade to next higher plan. As you are already on the our highest shared hosting plan, our sales executive have recommended you to consider reseller hosting plan.

For now, I have raised your disk space by 2GB at no additional charges and hope you will continue using our services. We will make sure that you should not have any such compliant about our services in future.

Wish you a very Happy Holidays !!!

Thank you for the reply.

They didn't give anyone account details over live chat, they gave him full access to my whole server. My client had asked for support, but gave my email address, the live chat agent didn't even ask for the full address or anything, just asked for the email and the domain name, come on.. I made a thread: eukhost.com/forums/f14/regarding-livechat-support-security-measures-16020/

I understand you use Firewall on the shared server, but as stated in my first post it seems to be blocking me a lot, if your running a business and you have 3-4 employees working on the site and getting blacklisted every single time, it isn't good. Sometimes as started in my first post, we are not always using FTP, we have used eCommerce admin panels such as magento, oscommerce, when uploading 1 picture for a product for a client, i get blacklisted. Not only that, we will be browsing the site 2-3 of us, and get blacklisted, im sorry but it's really bad for business.

I hope it does help, and i suggest you don't employee any indians, don't get me wrong, some of the foreign people are great at fixing the problem, it's just the fact they cannot speak english, they seem to use the chat shortcut commands built in, i know this because i use the same liveperson on one of my client sites. I get ''Please hold, i am looking into this'' because he cannot speak english hardly, or just too lazy to reply, if he reply they take 10 minutes.

You don't provide custom hosting plans yet you can upgrade my disc space for 2GB extra free of charge, doesn't really make sense if im honest. I'm not going to pay for a reseller hosting plan at £11-£14/month for an extra 10gb. Sorry, it's just wrong. I appreciate you upgrading me to 2GB though, free of course. But in the long run it's not going to benefit me, i have new clients everyday, meaning new websites, meaning more space needed. I'm only getting 10GB for £6.99/month, not only that, i could understand if the support was great, but it's not, im getting blacklisted and timed out 24/7, im getting indian based support, telephones don't answer, and my site doesn't even support directmail phpmail(), i need to use SMTP.

Sorry, you provide great support, but seems to be over the forums. I can't run clients business websites with such hosting, i can pay only £4.95/month, was £14.99/month, over at UK2.net for unlimited hosting, free SSL, free software, everything, unlimited bandwidth, and disc space. I really used to enjoy eUKhost hosting, but sorry to say it's really gone down hill latley. If you consider changing your prices, changing the support, i will probally come back to you, but till then once my invoice has gone past it's due date this month, ill be gone.

Big shame really, im not lieing about any of this thread, im a honest person and it takes a lot for my to complain or cancel any services. I agree with @antjones, thank you for taking the time to also tell them about the support, you need to get the support fixed definity.

[L.Knight]

Working on my site, just me.. uploaded 10 (.Html) files. Blacklisted, no other connections to the server via my IP. Must of changed my IP over 300 times, in the last 1 year.

Proof:

[NickJ]

Hello Loyd,

Yes, the IP address of your local machine was getting temporary blocked on server due excessive connections from that IP address but did noticed that the IP is now added under allowed list of firewall.

You should not experience any such issue now.

[L.Knight]

Hello Loyd,

Yes, the IP address of your local machine was getting temporary blocked on server due excessive connections from that IP address but did noticed that the IP is now added under allowed list of firewall.

You should not experience any such issue now.

Hello,

There wasn't anyone else on the site accept from me connected via Filezilla. I only transferred 10 files and got blacklisted. Honestly, i can assure you no one else is on the site in anyway. I don't see how there was an excessive amount of connections.

Anyways, thanks for unbanning the IP, but i changed my IP before you posted the reply. I didn't want to bother going on the live chat support, it's quicker changing the IP.

Loyd.