How my impression on WHB Service

[calvynlee]

I am a customer for WHB reseller plan, Again and again get bad experience at here, so far, nearly 1 year with WHB, this reseller package really bring a lot headache for me.

I admit, the price for the package are really, extremely, perfectly, budget to me.Technical Support respond time also acceptable.

but,few thing that really headache for me was the

1.accuracy of the respond.
Support keep on asking question/request information that already provide when I submit the ticket. I do show be at staff always ask silly question, and recently this problem still does not solve.(i don mind your end asking extra, delay the respond time for my own problem, but for my customer issue, it will slow down my respond time to my customer)

Currently, I just reply "please check the previous ticket for all the information need" to the support without explain again... i really tired on this

2.WHB has migrate my account 3rd time already, and now at Hr2 server. Which has few limitation, the only big trouble for me is unable to edit DNS setting at WHM

3.Respond time for the server are not as fast as other.
I do subscribe another reseller package from other provider. I compare the loading time for each server (access cpanel, access whm), and found the HR2 server are really very slow respond compare to others.

No wonder my client always complain slowness for the server. When I submit ticket for WHB... definitely get the same (copy and paste) reply...

HR servers are specially intended for accounts with extra-high resource
usage, constantly abusing ordinary shared hosting servers. From
technical point such accounts definitely require a dedicated server, or
at least a Business package (Business accounts are hosted on high-end
servers and account number on one "business" server is strictly limited,
this was called "semi-dedicated plan" in our old hosting plans). But if
person can't afford an upgrade or doesn't want to upgrade, we offer
account transfer to HR servers. HR is not a high-end server, we can't
afford it from business reasons. This is real world, higher quality has
its cost and we have to pay it anyways. Your hosting plan doesn't change
in this case, as well as its cost, unlike Business plans which are more
expensive. So we can't guarantee that site performance will be high. On
the other hand sites will be functional and possible load peaks won't
affect other customers. We assume this is much better than return
account suspensions, at least this doesn't lead to your site downtime.
So, unfortunately we can't do anything with this, account upgrade is the
only possible solution.

but when I ask WHB provide me which customer of mine actually cause the problem, they unable to identify to me and reply

Unfortunately (or maybe fortunately) the server isn't overloaded at all and it will be hard to find such account.

base on this situation, I think those customer hosted at this server soon will 1 by 1 quit the service. How I gonna do? quit WHB too?

4. WHB 404 error page keep appear in my customer website. This problem also related to WHB steal my customer indirectly that I made previosly

5. another problem keep on occur, my phpmail function keep on disable about 4 to 5 time since I been a customer for WHM.

Overall, I still able to cover my customer, provide them good reason when having problem. But does WHB really able to "work together" with me?

Honestly and sincerely, I really look good on WHB, I never give out my negative experience on WHB in other forum before. but all the problem mention above, seem like going to take over my confident over WHB.

At last, nothing to request, I only hope can get better experience at here.

[squinky86]

If you are no longer using too many resources, maybe they can move you back to the shared server?

[calvynlee]

I was thinking this solution before, I just require WHB to indentify which of my customer actually taking up a lot resources.

[Arkadij S]

Hi Calvynlee,

First of all I would like to apologize for all the troubles, you've been experiencing with us.

However, as for your 1st point (accuracy of the respond) I would like to admit that some issues need real investigations to be run, so the questions we ask you (however stupid they may sound to you) are rather fair. Sure, answers for some of them may be picked from the ticket history, but in order to avoid misunderstandings we prefer to ask them again. And we hope, you understand it. Because the more detailed the first post of the ticket is, the less time is needed to get the issue resolved.

Regarding edit DNS function (point 2) - we do not provide it on those our servers, which are included to the DNS cluster, it is not supported on your current server (HR2) either.
However, having upgraded to any of our new reseller plans (http://www.webhostingbuzz.com/websit...seller-hosting),
you'll be able to discuss with us a possibility of getting this option, because you've been using our services for a rather long period of time and we do value it

3. HR-servers are to provide temporary solutions for abusive accounts, so they are not expected to work as fast as our standard servers. In terms of this you have another reason to perform an upgrade, because our new reseller plans require new servers, which are more powerful and stable.

4. I have followed both links and I find the advice to customize your error pages rather fair. The pages we use are assigned for each account by default, so we cannot just change them every time another account is created.

5. Our technician has updated your ticket HXM-430849 recently, please refer to it.

6. As for your abusive customer: we've gathered some statistic about your account
and found the most resource intensive one, which you should monitor thoroughly and which is likely to cause some problems even on a new server.

We've sent you a log in ticket DGY-367077, so please refer to it.

We treasure you as a Customer and are really thankful for your patience and understanding. We look forward to getting all your issues resolved and also to hearing from your regarding upgrade proposal.

--
Regards,
Arkadij S.
WebHostingBuzz.com
Customer Support.

[Alan B]

6. As for your abusive customer: we've gathered some statistic about your account and found the most resource intensive one, which you should monitor thoroughly and which is likely to cause some problems even on a new server.

Calvynlee, I suggest that you either terminate that client or tell them to immediately remove the offending script(s) and then monitor them closely. As you are reselling to them, their behaviour on the server is your responsibility. If you are unable to do that, then WHB is within their rights to terminate you in order to protect other users of the server.

[Arkadij S]

I'm going to agree with Alan. That account is a suspension candidate, really.
So don't hesitate to take any measures, whatever strict they are. We would appreciate any actions of yours.
In case, you have any questions, feel free to get back to us in that ticket.

--
Regards,
Arkadij S.
WebHostingBuzz.com
Customer Support.

[calvynlee]

Calvynlee, I suggest that you either terminate that client or tell them to immediately remove the offending script(s) and then monitor them closely. As you are reselling to them, their behaviour on the server is your responsibility. If you are unable to do that, then WHB is within their rights to terminate you in order to protect other users of the server.

thank for the comment over here, I do agree with you on this point.

but base on my monitoring, my client are using joomla system, and traffic are not much to, base on what I see over their bandwidth and the stastistic for the bandwidth usage, should be not much consume the resources

I am not technical over those log you provide, but I will make my self a research on this result you provide.

cyxxxxx [cyxxxxx-xx.com] 14.37 10.64 0.0
Top Process %CPU 7.3 httpd [cyxxxxx-xx.com] [/index.php?optioncom_content&taskcategory&sectionid 9&id]
Top Process %CPU 6.9 httpd [cyxxxxx-xx.com] [/index.php?limitstart750]
Top Process %CPU 6.7 httpd [cyxxxxx-xx.com] [/index.php?optioncom_content&taskview&id342&Itemid1 57]

Let me talk to my client on this issue 1st

[Alan B]

Traffic is almost irrelevant. It's rare that traffic would be sufficient to cause load and instability issues. More likely your client uses some insecure or poorly-written script or plugin, or uses a high-volume mailer, or runs cronjobs to do backups or transfers without properly managing the load.

If WHB says your account is causing the problem, then I'm sure it is whether you've figured out the reason or not. To prevent your entire account and all your clients from being suspended or terminated, I suggest that you immediately suspend your client account that WHB thinks is the problem. Then, you can take your time to work with your client and maybe WHB to identify the source of the problem.

Otherwise, if it recurs and causes server issues again, then I would recommend that WHB terminate your account since you've been warned multiple times.

[calvynlee]

4. I have followed both links and I find the advice to customize your error pages rather fair. The pages we use are assigned for each account by default, so we cannot just change them every time another account is created.

I am totally not agree with this point. What call "Private Lable" which stated at your website?

As a reseller, I really not hopping my client know which supplier I getting service from. And your end keep showing "WHB or WebHostingBuzz" over those 404 error page at my customer website.

how can this be fair to me as a reseller?

by the way, I just experience my self with other reseller plan offer by other company, their end does not have this problem.

no offence, I just express what ever I feel in my heart. I really feel that your end are using us(reseller) to promote your self indirectly. I know it sound harsh, but this is the sincere word in my heart that I wish your end can improve on this issue

[Alan B]

Just add your own error pages. It's simple to do. Then none of your accounts would ever see WHB's error pages, but would see yours or your clients'.

I even suggested that you might be able to use the skel directory to have them added automatically to new accounts that you create.

[Matt R.]

The 404 error page should notbe on our reseller servers. I will have this investigated.

I think Arkadij addressed all your other points.

[calvynlee]

Thank for your suggestion.

Since your end has identify for me which client that resources abusive, I will try my best to talk to my client, worst to worst, I will terminate the service with them.

After this case has settle, I wonder does my account able to transfer back to the normal reseller server?

My concern: My business are expending at the moment, I have consider to get another reseller account from your end (seriously), but my concern is, Since my current experience are not really satisfy (Server Speed, may be is because HR2 server are not really performing)

Do WHB able to arrange my account to a standard reseller server? which does not have all those problem I previously face?

[Helen K.]

In case you terminate the abusive account, and will monitor other accounts of yours in future, we shall transfer your account to our new reseller server. And also it's advasible for you to buy Reseller Silver package.
WebHostingBuzz will be able to arrange your account to a standard reseller server. Actually, we have new servers, performance and speed of which will exactly match your account's requirements.

In case it's fine with you, feel free to submit a transfer request to our billing department.

We look forward to transferring your account to our new server.

[calvynlee]

hi Lena,

thank for your explanation...

I have already move this client out from HR2 server, and I also make a reply on the ticket, to let your end monitor the rest of my account.

By the way, I would like to remain my budget reseller account over here, and wish to purchase another "Reseller Silver package", soon in the future.

Actually, we have new servers, performance and speed of which will exactly match your account's requirements.

as you mention above, does the new server you mention (Reseller Silver package) able to support like my current situation? (my client resources abusive account?)

[Alan B]

After this case has settle, I wonder does my account able to transfer back to the normal reseller server?

No, not as I read it. Not as long as you retain the problem client.

does the new server you mention (Reseller Silver package) able to support like my current situation? (my client resources abusive account?)

No, as far as I understand it, if your client will continue to abuse resources, then he would not be permitted on the new reseller server. LenaK wrote:

In case you terminate the abusive account, and will monitor other accounts of yours in future, we shall transfer your account to our new reseller server.

So, you can go to the new reseller server if you terminate that abusive account, as it has been show to be a repeat offender. Or, get the client to fix the problem (stop using the insecure or poorly-written script, or doing high-volume mailings without managing it to avoid high resource use, etc.

You seem not to entirely understand the situation. Earalier you mentioned you would talk to your client and terminate them if you had to. Now you are asking to keep the abusive client and have him move to a new server with you. WHB, and other WHB clients, do not want your abusive client on a well-performing server.

Your client, under your reseller account, has repeatedly abused the server. WHB has even identified the problem account for you. You have two choices: get the client to stop that abusive server behaviour, and then you must monitor them closely to ensure that they have stopped, and you can move to a new reseller server. Or, keep the client who does not change, and WHB may be forced to terminate your entire reseller account. This is the advice I gave you two weeks ago.

[calvynlee]

You seem not to entirely understand the situation. Earalier you mentioned you would talk to your client and terminate them if you had to. Now you are asking to keep the abusive client and have him move to a new server with you. WHB, and other WHB clients, do not want your abusive client on a well-performing server.

Your client, under your reseller account, has repeatedly abused the server. WHB has even identified the problem account for you. You have two choices: get the client to stop that abusive server behaviour, and then you must monitor them closely to ensure that they have stopped, and you can move to a new reseller server. Or, keep the client who does not change, and WHB may be forced to terminate your entire reseller account. This is the advice I gave you two weeks ago.

hi alan,

I do understand on my own situation, since lena mention

Actually, we have new servers, performance and speed of which will exactly match your account's requirements.

I thought the new server able to support my client account which the current server are unable to support.

ok, after all this headace, I have move the client to another provider's reseller account, it has been a week, but does not seem to have problem over there. Does this mean WHB's Server are not capable enough to handle this kind of website?

[Matt R.]

Not at all. We support all websites that fit within our TOS and we have fairly generous CPU allowances for one website.

If you are still concerned about your accounts using excessive CPU then a VPS is definitely the way forward.

[calvynlee]

seem like your end did not able to promise what have agree here.

I have terminate the account which Resource abusive, and submit a ticket to request transfer to billing dept(as per Lena suggest above)

but billing dept keep on giving excuse, and asking me to upgrade.

i really disapointed with WHB now, just a simple request your end also unable to make me satisfy, how I going to have confident to upgrade on the future?

[Alan B]

It's unclear to me what you are requesting. From some of your posts, it sounds as though you want permission to un-terminate the abusive account, that you want to again host it on a WHB server.

I think that WHB does not want your abusive account, unless you choose to put it on a VPS. Your abusive account was the reason you were suspended, and WHB does not want such an account on shared servers where it can affect other clients.

[Matt R.]

We are not going to migrate your account back to a regular server until we are 100% comfortable that resource abuse won't become an issue again.