Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company hosts our website. Our website has been inaccessible for the last 4 days. They come up with excuses and finger pointing to blame us for the issues. I've asked for log files from them to get more specific information on what they are seeing. They send over log files from 3 weeks ago that has no bearing on the current issue. I have sent them current logs showing that the issues is on their end, and it is ignored. They have no sense of urgency to fix the issue and get our site up and running again. Our business can't tolerate their lack of responsibility to our issue. We are unable to conduct our business currently. This issue needs to be resolved immediately.

  Business Response

  Date: 06/13/2024

  The customers website was never down as was stated by the customer. Their site was always up and running and the customer confirmed that they were able to access their website on their phones. We spent time trying to identify the problem based on the information the customer was providing us. Customer also stated that their anti-virus was blocking their access. None of the symptoms indicated a problem with our server and seemed like a problem with their network.
  
  Upon deeper investigation, we had discovered that there were excessive failed login attempts from their network which triggered a brute force attack security countermeasures against their ** addresses.  To protect customer accounts and data,offending ** addresses get blocked by the data center for 24 hours when excessive failed login attempts are detected. The network automatically removes the block if no more failed attempts occur after that time. This was happening over a period of a few days. It was also discovered that the customers ** addresses were being blacklisted on over 10 reputable 3rd party email blacklists for sending out spam emails. This is all indicative of a virus or malicious software infected computers on their network attempting to gain access to use web server resources for malicious purposes.
  
  When the customer asked what time the failed login attempts occurred, we provided relevant log information that shows the time and date of the block and the ** address that occurred from May 26 to May 31. This clearly is not from 3 weeks ago as customer states. We also provided some suggestions for them to gain access to the website which worked for them while they investigated what was causing the excessive failed login attempts.
  
  The customer is responsible to fix their issue by removing the offending virus or software from their computers. We do not remove security measures, as the customer requested, as a solution to fix their inability to access the website. We cannot allow malware originating from customers network to abuse our systems which would jeopardize the security of our servers.
  
  Relevant emails chains, files, and screenshots have been provided in a zip file.