Unhappy Client of eukhost.com

[athan_davala]

hi

pls first forgive my terrible english.

i maintain many vps with eukhost.com and i must admit that many times they have helped me a lot but this last time i needed their help i saw the worst face of their support department

at my vps all my clients there report to me that no one can receive email.

i report it immediately to chat and open a ticket at the same time.

although i noticed through plesk panel that smtp service was not working eukhost guys assured me that this was a spam / blacklist issue

i trust them. they supposed to be experts not me...

i call them many times on chat cause i received no reply (after first typical answer of them - we are looking on it ) . Their answer was typical. Senior admin is looking on it. I heard it (read it to be exact) many many times. i call them every 3-4 hours to chat and i always had to explain from the start the case . You see no one was willing to report at ticket for reference reason. They may think that this was a waste of time for them

Each time they told me that it was blacklist / spam issue and senior admin is looking on it. I have the strong feeling that senior admin has start to looking at my issue after 36 hours and after my strong protests on the eukhost staff

now after many calls many posts and after 36 hours and more without emails they told me that its a mail server issue and they have to re configure it.

sorry eukhost guys but this support department let me down. And not only that. Shit happens to all companies i can understand. This attitude to a long and faithful client of yours as i am for many years now is unacceptable

athan

[Cristiano]

Hi Athan.. I am very sorry to hear about the problems you have faced with the support technicians. Provide me the ticket ID you have placed & I will have a check on the server.

[athan_davala]

I have called them on chat many times for 3 issues. Im pretty sure that i always choose Linux Support Department. Three times i have face this

athan: hi im calling about tid GYQ-578-86066
Matt: Ok
Matt: Allow me transfer your chat to Linux Technical Support Department for better assistance.
info: Please wait while I transfer the chat to the best suited site operator.

and no chat transfered at all...

[athan_davala]

hi athan.. I am very sorry to hear about the problems you have faced with the support technicians. Provide me the ticket id you have placed & i will have a check on the server.

gyq-578-86066

[Cristiano]

gyq-578-86066

I will have a look at your issue now. Will post further updates shortly.

[athan_davala]

I will have a look at your issue now. Will post further updates shortly.

Cristiano i already lost second day and i have many dissapointed clients with me. You also have at least one dissapointed client

[Cristiano]

Cristiano i already lost second day and i have many dissapointed clients with me. You also have at least one dissapointed client

Athan, this is being looked onto Live Chat.

[athan_davala]

Although you assured me one more time from chat and ticket that mail server is working problem remains. You have to double check your answers especially after a 2 days delay

[Ryan]

Dear Athan,

Reeve updated your ticket GYQ-578-86066 last night. The issue with the mails has been sorted and he was able to send and receive emails without any error. I would request you to please verify this.

[athan_davala]

Dear Athan,

Reeve updated your ticket GYQ-578-86066 last night. The issue with the mails has been sorted and he was able to send and receive emails without any error. I would request you to please verify this.

No its not and i already assigned it to bobcares.com cause its the 3rd day my clients cant receive their emails.

[athan_davala]

Although i assign this to bobcares.com cause eukhost support department obviously dont know how to handle the issue their support department dont even help us even at our simple requests according to the guidance we receive from the technicians of bobcares.com

makes me wonder if this is a kind of punishment for our post here...

4th day without mails on our vps... if this was a problem at a server of eukhost (for shared hosting clients) im pretty sure that they would make anything possible to re enable mail server in few hours.

[Rock]

No its not and i already assigned it to bobcares.com cause its the 3rd day my clients cant receive their emails.

Although i assign this to bobcares.com cause eukhost support department obviously dont know how to handle the issue their support department dont even help us even at our simple requests according to the guidance we receive from the technicians of bobcares.com

makes me wonder if this is a kind of punishment for our post here...

4th day without mails on our vps... if this was a problem at a server of eukhost (for shared hosting clients) im pretty sure that they would make anything possible to re enable mail server in few hours.

Hi Athan,

The domain olivepress.gr hosted on your VPS is sending out too many emails, to which I doubt most of them are spam & are being sent from webmaster & info email accounts.

This is causing the mail queues to clog up resulting into delayed email deliveries. I'd request you to check if these are genuine emails & if not, reset the password for both these email accounts. The info email account alone has more than 35000 mails in it to which I believe 90% are spam (bounced back messages) & if you check the headers of these emails, a PHP form on this domain is being exploited & used to send all these emails.

As of now, emails for other domains are being successfully sent & received on your server, you can check the exact queues here : Login to Plesk as admin & navigate to the following : Settings > Mail > Mail Server Settings > Mail Queue

[athan_davala]

Hi Athan,

The domain olivepress.gr hosted on your VPS is sending out too many emails, to which I doubt most of them are spam & are being sent from webmaster & info email accounts.

This is causing the mail queues to clog up resulting into delayed email deliveries. I'd request you to check if these are genuine emails & if not, reset the password for both these email accounts. The info email account alone has more than 35000 mails in it to which I believe 90% are spam (bounced back messages) & if you check the headers of these emails, a PHP form on this domain is being exploited & used to send all these emails.

As of now, emails for other domains are being successfully sent & received on your server, you can check the exact queues here : Login to Plesk as admin & navigate to the following : Settings > Mail > Mail Server Settings > Mail Queue

pls suspend this hosting account but bobcares.com told us that problem was located on /tmp folder

also pls make the actions needed for the delisting of vps ips. we have provide you at ticket all info needed

hope i will see your actions at next 8 hours.

[Rock]

pls suspend this hosting account but bobcares.com told us that problem was located on /tmp folder

also pls make the actions needed for the delisting of vps ips. we have provide you at ticket all info needed

hope i will see your actions at next 8 hours.

The said account has been suspended & we've tightened the VPS's security too. We'll have to reboot the VPS to further secure the /tmp partition.. You can read further here : http://www.eukhost.com/forums/f29/ho...-options-1025/

Please let us know when do you wish to schedule this reboot as I can see someone running a malware detection scan on it currently. Standing by to assist,

[athan_davala]

The said account has been suspended & we've tightened the VPS's security too. We'll have to reboot the VPS to further secure the /tmp partition.. You can read further here : http://www.eukhost.com/forums/f29/ho...-options-1025/

Please let us know when do you wish to schedule this reboot as I can see someone running a malware detection scan on it currently. Standing by to assist,

for now as i asked to ticket currently 213.175.201.157 is set as smtp route for all domains. I could see that both the IP addresses are blacklisted. Please see the URL attached:

=============================================
Network Tools: DNS,IP,Email
*********************
Network Tools: DNS,IP,Email
=============================================

The IP address "213.175.201.156" are also blacklisted in LASHBACK and SORBS-SPAM. The IP addresses will be blacklisted again due to spamming. Currently the maldet scan is running on screen.

=============================
maldet(13369): {scan} 19860/435973 files scanned: 0 hits 0 cleaned
=============================

Could you please request the delisting from LASHBACK and Sorbs?

[athan_davala]

hi

as usuall i did it myself but problem remains.

5 days now without emails . Congrats EUKHOST.COM....

[athan_davala]

now you tell me that s a dr web issue related?

and tell your agents not to try to get rid of an old client who has his vps without emails for 5 days.

its not only unprofessional its rude

athan

[Rock]

for now as i asked to ticket currently 213.175.201.157 is set as smtp route for all domains. I could see that both the IP addresses are blacklisted. Please see the URL attached:

=============================================
Network Tools: DNS,IP,Email
*********************
Network Tools: DNS,IP,Email
=============================================

The IP address "213.175.201.156" are also blacklisted in LASHBACK and SORBS-SPAM. The IP addresses will be blacklisted again due to spamming. Currently the maldet scan is running on screen.

=============================
maldet(13369): {scan} 19860/435973 files scanned: 0 hits 0 cleaned
=============================

Could you please request the delisting from LASHBACK and Sorbs?

hi

as usuall i did it myself but problem remains.

5 days now without emails . Congrats EUKHOST.COM....

now you tell me that s a dr web issue related?

and tell your agents not to try to get rid of an old client who has his vps without emails for 5 days.

its not only unprofessional its rude

athan

Hello Athan,

The problem with your IP address being blacklisted is due to the spamming with occurred from within your VPS. The IP now has been removed from those servers. Also, as I've mentioned earlier we've applied those security measures given in the link, so no more exploits on your VPS would occur in the future.

Also, please let know if you still face problems with your emails, I can see from the mail server's logs, that they are flowing normally as they should. I'd also like you to update the support ticket with all the relevant email account details which don't work & we'll check those on priority.