Site rooted, no help from customer service


#1

Hi all,
I’m having an issue that is frustrating me to no end… my wordpress site (hosted by dreamhost) has been hacked or rooted. Everytime I try to make a post, I get sent to a “buy cialis” page. This re-routing is nowhere in the site code - it must be on the database.

In addition, my posts are no longer fed through RSS. In the header of my RSS feed file, several lines of white space appear for no reason and I can’t get rid of them. This means that the readers can’t interpret my posts.

I also have trouble inserting tags.

I have contacted Dreamhost customer service. A few days later (on April 28th, 2011 to be exact), I received an email telling me that my ticket (#4303777) has been moved to another department. That was a MONTH ago and I have heard nothing since… but I am still paying every month.

Can anyone assist me with this? What can I do to clean out my database, or get assistance from customer service? I am at my wits end.
Thank you.


#2

I just checked your tech support history, and Karl sent you a response on April 28. It’s possible that you missed the email, or that it went to a different email address than you’re checking – I’ve resent the email through our tech support system in case it got lost.


#3

[quote=“renjen, post:1, topic:55262”]
I have contacted Dreamhost customer service. A few days later (on April 28th, 2011 to be exact), I received an email telling me that my ticket (#4303777) has been moved to another department. That was a MONTH ago and I have heard nothing since… but I am still paying every month.[/quote]

Hi, I didn’t miss it… I’m just astonished that I still haven’t heard back from anyone an entire month later.


#4

I’m not really surprised considering WordPress is a 3rd party application and you really can’t expect to get all that much help about software they didn’t make. They just provide you web hosting services and they don’t do troubleshooting for the content of your website. The scripts you use on your account are your responsibility for good or for ill. Word to the wise: always keep backups of your website and databases. Since you can still log into wp I would go to tools and export posts. Then I would delete your wp files including dropping your entire database. Do a completely fresh install of wp and re-add any custom plug-ins and then import the posts you exported. I would only export posts instead of all content because who knows what was compromised.

Being with a host like DH means you have to learn how to do your own troubleshooting and either manage to fix the problem or start over. I do believe there was a 3rd party service you could have signed up for who specialize in any problems with wp but I cannot recall the name of it at this time. I never would have waited a month to hear back from anybody about anything. While doing a re-install doesn’t address the issue of how your site was compromised at least you would be scrolling again. Just be sure to always keep your wp and plug-ins up-to-date with the latest versions and security patches etc. Next time backup backup backup. I always work on local instances of my site FIRST and then upload any changes to the live sites. That way I don’t have to worry if someone screws me over and I always have the most updated content on my own machine. Live and learn. (wamp is your friend if your system is windows)


#5

Even with the most due diligence, shit can sometimes go wrong. [hr]

Thank you. I understand now that you meant I was sent a separate email on April 28th, which I did not receive until now. Thanks for the resend. Will try it out and see how it goes.