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Popular Web Host Terminates Hacked Websites And Refuses To Return Customer Data

Discussion in 'Web Hosting' started by hackrepair, Jan 30, 2013.

  1. #1
    I've had an encounter with a popular web host which did not turn out too well (to say the least).

    Please consider asking your web host the following simple question:

    ++++
    Dear Mr. Web host,
    If my website is hacked can you assure me you will not suspend my account before notifying me, and if you do, can you assure me you will give me full access to my files and databases if this should occur?
    ++++

    I've learned today that at least one web host, who hosts over 80000 websites, will summarily delete your account without recourse if your website is hacked (even a little bit).

    So word to the wise, just ask your web host before this happens to you.

    ++++
    Disclaimer: This is a zero flame post. I'm not going to post the hosts name here.
    I'm only hoping to save a few businesses from the total disaster I've experienced.
    Just ask the question is all I'm asking.
    SEMrush
     
    Last edited: Jan 30, 2013
    hackrepair, Jan 30, 2013 IP
    SEMrush
  2. browntwn

    browntwn Illustrious Member

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    #2
    Sounds pretty shitty. I've not had that happen to me. I'd be curious of the host so I could avoid them in the future. I know you don't want to flame, but merely telling the facts of what happened to you is just that - telling the facts.
     
    browntwn, Jan 30, 2013 IP
  3. hackrepair

    hackrepair Member

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    #3
    Below is the actual email sent to client who was hacked.
    Hard to imagine a web host would have the cojones to put this in writing.

    What do you think?

    ++++
    Hello,
    Your hosting account has been exploited/hacked. The hack has compromised all of your files and your account must be reset completely. Only an account reset will clear out any potentially harmful things like viruses or malware that may have been uploaded.

    If you have a full backup made with the Backup Wizard from cPanel, you can upload this file to your account after it has been reset. Let us know the name of the file and where we can find it. We will restore the backup for you.

    If you have a partial backup or a backup file made some other way, you will need to restore the backup yourself.

    Unfortunately, you will lose ALL data including website files, email addresses and databases. As this is a destructive process, we need you to provide us with some information before we proceed.

    1. Please provide the appropriate security verification information:
    ————————————————————————————————
    The last four digits of the number on the front of the credit card we have on file for you:
    ————————————————————————————————
    If there is no credit card on file, please provide your full billing address including your zip/postal code:
    ————————————————————————————————
    2. Please put YES next to each of the following to indicate you understand what will happen with your account:
    ————————————————————————————————
    I understand all website files will be deleted:
    ————————————————————————————————
    I understand all email messages and addresses will be deleted:
    ————————————————————————————————
    I understand all addon domains/subdomains will be deleted:
    ————————————————————————————————
    I understand all databases will be deleted:
    ————————————————————————————————

    Once we have your reply, we will proceed with resetting your account.
    —
    Technical Support Representative
    ++++
     
    hackrepair, Jan 30, 2013 IP
  4. riteshsanap

    riteshsanap Well-Known Member

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    #4
    Now that is very bad, i guess you should even mention the name of the host so that others will be Aware of this. All this big companies just like to get money but they doesn't understands the requests of client even if they had given you the files what more damage they would have done?
     
    riteshsanap, Jan 30, 2013 IP
  5. browntwn

    browntwn Illustrious Member

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    #5

    I have to say, when I first read your post it sounded like the simply deleted your account and sent you on your way to some other host. While it does suck that they want to delete all the files, it does sound as though they are not blaming the user and are willing to restore a clean version of the site for you - and I did not see a request for a fee to do it.

    It still sucks, but it is not as bad as it sounded in the first post. At least to me.
     
    browntwn, Jan 30, 2013 IP
  6. hackrepair

    hackrepair Member

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    #6
    No. Host would not restore.
    Host turned off cPanel backup when they suspended the account (prior to notifying client).
    Host only willing to restore if client had previously downloaded a backup (which she had no clue about).
    Host refused to give client current backup so she could make an attempt to clean it, or move site elsewhere.

    For this host:
    Reset = terminate with extreme prejudice
     
    hackrepair, Jan 30, 2013 IP
  7. browntwn

    browntwn Illustrious Member

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    #7
    Yeah, would be nice if they let the client at least access the files and try to clean on their own. One would think the host would have some back up of some kind from prior to the hack that they could offer.

    Anyway, I agree it sucks.
     
    browntwn, Jan 30, 2013 IP
  8. Dr_Michael

    Dr_Michael Member

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    #8
    How can a popular Host not having backups? Shocked!
     
    Dr_Michael, Jan 31, 2013 IP
  9. hackrepair

    hackrepair Member

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    #9
    Host did/does have backups.
    Host simply "refused" to allow access to site or backups after client's site hacked.
     
    hackrepair, Jan 31, 2013 IP
  10. Dr_Michael

    Dr_Michael Member

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    #10
    If the Host has clean backups, why they do not restore them?
     
    Dr_Michael, Jan 31, 2013 IP
  11. hackrepair

    hackrepair Member

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    #11
    Exactly!
     
    hackrepair, Jan 31, 2013 IP
  12. Dr_Michael

    Dr_Michael Member

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    #12
    Maybe they want extra money for the restore.
     
    Dr_Michael, Jan 31, 2013 IP
  13. humtuma

    humtuma Notable Member

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    #13
    Hi,
    My account get suspend yesterday. I am also having same problem.
     
    humtuma, Jan 31, 2013 IP
  14. superrichguy

    superrichguy Well-Known Member

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    #14
    Thanks for the heads up, I am quite curious to which one does this? My guess would be godaddy. I've been hacked on Hostgator and they were fine and same with 247.
     
    superrichguy, Jan 31, 2013 IP
  15. superrichguy

    superrichguy Well-Known Member

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    #15
    And its kind of ironic your username is "hackrepair" :)
     
    superrichguy, Jan 31, 2013 IP
  16. hackrepair

    hackrepair Member

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    #16
    I fix hacked websites, which is how I got involved in this insanity.
     
    hackrepair, Jan 31, 2013 IP