900 sites down and no response on tickets

[richie]

Hi, I have a server with you and my ticket number is CFO-266141

My server was down for 48 hours, it got up and now down again.
The live chat girl sent 3 notification to the tech support and the staff like Vladimir B. is not responding.

They told me that user meta is destroyed, but user data is safe. so i have a question whether I should create all packages and users again. I can do that, but the question is how can I link them. How can I link the user accounts to the user data from whm?

Please let me know quick.

Thanks

[richie]

All my sites were up and running and suddenly all sites have been taken down and now they all point to a cpanel installation success page and some seeing a some sort of forum [probably turkish] and no one is responding to the ticket, whats happening at webhostingbuzz !! are you guys listening?
Edited: changed pointing info.

[Sergey S.]

First of all please note that the downtime of your server was an obvious consequence of you not following our security recommendations. The situation has been explained to you more than once in the tickets.

Our senior technical staff is working with you on this issue and responding to your numerous ticket requests every time the new information is available. Vladimir B. is is not available online 24x7, and there are other senior technicians working on your issue.

For both your and our convenience it is highly recommended that you address all issue related questions to the ticket.

[richie]

First of all please note that the downtime of your server was an obvious consequence of you not following our security recommendations. The situation has been explained to you more than once in the tickets.

Our senior technical staff is working with you on this issue and responding to your numerous ticket requests every time the new information is available. Vladimir B. is is not available online 24x7, and there are other senior technicians working on your issue.

For both your and our convenience it is highly recommended that you address all issue related questions to the ticket.

If no staff replies to a priority issue of entire server down and you say a tech was not online. why no one responded. where is 24x7 support.

It was not a consequence of not following security recommendation. I Can prove it. but the first thing I want is to restore accounts.


Here's what Vladimir B told me

In second last reply he told me that I have to do everything and he wont help me furthur. [I am on managed dedicated server]
"We did our best to make the server work and restored some of the removed partitions' data. As a result, you have 199 restored cPanel accounts.
As for other accounts, their data (hosted files, mail, etc.) and system users are safe, but there's no cPanel account user data anymore.

As for the domains you now find "down" (xxxxx.net, xxxx.com, etc) [80% of site], these are the accounts, which have no cPanel metadata.

We would like to admit that there's no our fault in that and that we did everything we could.
There's now your turn to perform the specified actions to get the issue resolved."

After my reply to ask what should i do and what specified actions and waiting for 4 hours.
He came up with this.

"You should create all hosting packages again and move your current cPanel accounts in WHM to these hosting packages.

There is the problem to re-create you cPanel accounts - you already have these system users on the server. Also you already have these account domains records in cPanel files under /etc/ folder. So cPanel just can't create these accounts again.
I think we can try to create a ticket in cPanel developer helpdesk, may be they have some ideas. Please note, that they usually answers in 72 hours."


I furhur ask them to tell me how to retrieve those 80% site. the 20% on whm are good anyway and cpanel access is not more important than site uptime. so moving those 20% is no point as they are already up. no mention of 80% site which are down.

What am I supposed to do now.
100% of sites were up and running perfectly.
I was told that a kernel update is required, I agreed.
Everything crashed as there were root kits on server [1.5 days]
nothing on whm and all sites down.
All sites bought up, but 20% account on whm [1 day]
cpanel.whm update takes place and even php compilation. today
80% site goes down and no one replies for 4 hours and then the reply was we wont help - the above replies.
it took 4 hours just to tell me what to do when all these 900 sites are offline, that they wont help and total downtime is 4 days now.
Its clearly mentioned on ticket that they wont do anything furthur and no one is working on it. If I would be a tech expert I wouldnt have gone for managed service. I need help! If there is someone working on server please let me know.
1. what exactly they are working at?
2. What help they need from me and what am i furthur supposed to do. please mention in detail.
3. A timeframe they would solve the problem in.
4. is anyone bringing those 80% site up?

The server and clients are down for 4 days now. I am bombarded with client queries.
Hope you understand.

[richie]

I had emailed abt the problem to many at whb.
Dennis has finally replied me with this.


"They're working on your server now and will reply to the ticket soon.
This is not because your issue is given a low priority, but the problem
is not of a kind that can be addressed quickly. Please accept my
apologies for delays, but let them spend more time on their work. I'll
keep the task under my control."

Thanks Dennis.

Hoping they update the ticket and resolve, its 4 days already and I am getting a bad reputation.

Thanks again!

[richie]

Dennis A. is helping me a lot. Along with his staff, he has restored 508 accounts and really with lots of manual work.
Its highly appreciated Dennis.
Thanks