I ordered 10 accounts just under two weeks ago - I checked before hand that proxies were okay, and as posted in this thread Glen (HuggyCT2) said this would be no problem as long as over 5% of the cpu power wasn't used (he quoted 5000GB a day). I was happy with the service until Saturday when problems began. To begin with, 4 sites were disabled, displaying a message saying that I had exceeded my bandwidth or broken the TOS. These 4 sites were entirely random, with my busiest sites remaining online. A few hours later, all my sites were disabled - with no warning, and despite some of them only recieving under 30 visits a day and using less than 250mb a day. A few hours later, and Glen's sites were down (thehosters.co.uk etc), and were displaying a message saying 'service disabled' - at this stage, all my sites changed from displaying thehosters.co.uk disabled message to this generic message (presumably heart internet). I recieved no reply until Sunday at 2pm, and the sites were up an hour later. I accepted that this kind of thing can happen and presumed it was a one off glitch. Monday morning - 4 sites down again displaying the disabled message (not the same ones as before, and again not the busiest of sites). Within a couple of hours, all but one site was disabled. I PM'd Glen and sent support messages and got a message back at 2:20pm yesterday: "This is not the servers going down, this is the engineers who I do not have control over placing the sites in lock, I have requested reports from them, TheHosters is governd by HeartInternet and they look after all the servers, if they choose to close a site then I have no choice but to do what they request. As i stated if the server load reaches a certain point then it is automatic. Ill find out what I can do to get these back online thanks." To say I was unhappy at this stage was an understatement. I had been frequently checking stats and knew that there was no way I was using 5000GB in a day on even the busiest site - not even anywhere close to this a month. More worryingly, this 'automatic' disabling had cut off sites that were literally doing a matter of mb a day. I replied to Glen saying that this either needed to be sorted within a few hours, or I wanted a refund and would move hosts as this would clearly not work for either of us. He was online, but didn't reply. He still hadn't replied several hours later despite being active so I PM'd again asking for a refund. He has been online several times since this, and still hasn't replied. My sites are still down, and I have recieved no refund (so much for a 30 day guarantee), or communication. I am really frustrated with this. Glen managed to fix this problem on Sunday, which included other sites hosted by him being disabled, and his own sites. By Monday, it seemed to be out of his control, with no sort of urgency to actually sort out this problem. I will again repeat that there is no logic to these disablings, there is just no way that my proxies used anything close to what I was told would be a problem. I don't understand why Glen wouldn't just process a refund when asked, or actually reply to my messages. I must also mention that I dislike the fact that you run google adsense on the disabled page - meaning that you profit from the disabling of my account . So in the last few days my sites have only been up for a few hours, and I have no confidence in this being resolved. The worst aspect of this is the lack of communication - I never recieved any warning that my sites had been disabled (only noticing lack of vists being recorded), some people might not have noticed for days! You have been unable to offer the service which you advertised and I paid for, so you need to refund me rather than dragging this out. JB
Despite being online several times today you have ignored all my PMs and this post. I have spoken to Heart Internet and the reason that the accounts were disabled is because proxy hosting is NOT allowed. You therefore completely misinformed me (and potentially others), but have not sent me my money back. I have now escalated this to paypal. JB