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Worst hosting company I have ever worked with
06-24-2007, 11:20 AM
Post: #21
Worst hosting company I have ever worked with
BTW I just found this... Perhaps our site was impacted by this.

We have detected what appears to be the exploit of a number of accounts belonging to DreamHost customers, and it appears that your account was one of those affected.
We’re still working to determine how this occurred, but it appears that a 3rd party found a way to obtain the password information associated with approximately 3,500 separate FTP accounts and has used that information to append data to the index files of customer sites using automated scripts (primarily for search engine optimization purposes).
Our records indicate that only roughly 20% of the accounts accessed - less than 0.15% of the total accounts that we host—actually had any changes made to them. Most accounts were untouched.
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06-24-2007, 11:22 AM
Post: #22
Worst hosting company I have ever worked with
Good call thanks for the info. It would also be nice if in a situation like this they would offer the upgrade.
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06-24-2007, 11:28 AM
Post: #23
Worst hosting company I have ever worked with
Quote:those who want reasonable turn around on their tickets and helpful answers to their questions will go elsewhere.
There are all kinds of reasons why some may go elsewhere, not the least of which is that "elsewhere" may well be the appropriate place for them to host certain sites. Also, some need more "attention" than others, and want telephone support. That's cool, they should make those decisions and go "elsewhere".

I've hosted here for eight years, and I have *always* enjoyed:

1) Reasonable turnaround on my support tickets

2) Helpful answers to my questions.

--rlparker
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06-24-2007, 11:38 AM
Post: #24
Worst hosting company I have ever worked with
Right. You just "found" that where exactly? In your email, or on the web "in the wild"? If it was in your email, and you just now found that, you have not been paying attention.

If you found it elsewhere, then you were almost certainly not impacted. It is trivially simple to tell if your were impacted by this - take a look at your files and logs.

At any rate, the effects of that intrusion only manifested themselves as spam links inserted in index* files - which has less than nothing to do with the problem(s) *you* describe encountering.

Bring that up in the context of this discussion is just ignorant. Wink

--rlparker
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06-24-2007, 11:41 AM
Post: #25
Worst hosting company I have ever worked with
Quote:It is trivially simple to tell if your were impacted by this - take a look at your files and logs.
Also, from the command line:
Code:
last <username>
Some accounts were logged into, but no changes were made.

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06-24-2007, 11:42 AM
Post: #26
Worst hosting company I have ever worked with
On the web.

I wasn't saying this exact thing impacted us. When accounts are taken over there are lots of different things that can be done. Just because this was the first manifestation of the account takeovers doesn't mean it is the last.

It isn't ignorant can you prove that there aren't other things they did?
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06-24-2007, 12:02 PM
Post: #27
Worst hosting company I have ever worked with
As a potential customer reading this I'm starting to second guess signing up. No phone support is fine, but poor responsiveness to support tickets is a big problem. There is no excuse for not responding if they actually received the ticket. The notion DH can suspend an account with 24 hour notice then not respond to the customer's follow-up for 5 days is very troubling. There is no excuse for not replying to a support ticket unless some sort of announcement is made to say they cannot reply for whatever reason.

To be completely clear:
-- Did DH respond at all to your support ticket? Asking for more details or telling you to do something specific is a response. Just saying they are working on it, or will get back to you later, or they are checking on it is only a valid a response if they both give and meet a reasonable time frame (not 5 days for something which should take a few minutes).
-- When DH gave you notice the site would be suspended, did you reply before it was suspended or after?

I just want to make sure their policy is consistent. Just sounding reasonable is meaningless if in practice its inconsistent or worse. This can be a quick case study to that effect.

Has anyone else had problems like this?

-Burn
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06-24-2007, 12:12 PM
Post: #28
Worst hosting company I have ever worked with
Quote:It isn't ignorant
Ok, I'm sorry if you took the "ignorant" description personally - but it *is* ignorant to even suggest that issue might be related to your problems. I say this because:
Quote:can you prove that there aren't other things they did?
Of course I can (on an account I have access to), as can you! From my earlier post: "It is trivially simple to tell if you were impacted by this - take a look at your files and logs." Looking at your files and logs will show your *whatever* was done (yes, even if something other than the present manifestation took place! doh!)

--rlparker
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06-24-2007, 12:19 PM
Post: #29
Worst hosting company I have ever worked with
I can not speak to the OPs experiences with support, but as a customer of three years now I have always received quick and helpful support replies.

Also as a member of this discussion board for three years as well I can say that this is not the norm for support. As long as you can play well on a shred server you'll be fine. Playing well means that you monitor your site usage - traffic as well as CPU usage.

You also need to understand that this is shared hosting and it will go done from time to time. Down time may be a few min to a couple of hours - it doesn't happen very often at all, but it will happen. If that's not acceptable you need to look at dedicated hosting.

DH tries to move customers who are using too much CPU time and slowing down a server to "limbo" servers where they have a month to either tone down the scripts or move to other hosting (dedicated or an other company). If the script is simply crashing the server, generally the only choice is to disabled the offending server and then notify the customer. It seems that the OP got something half way between these two options - a day notice to fix things on his own and then the offending service was disabled.

Hope this helps. If you have more general questions (not relating to this incident) you'll probably be best off creating a new thread.

--Matttail
art.googlies.net - personal website
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06-24-2007, 12:28 PM
Post: #30
Worst hosting company I have ever worked with
Hi,

We responded as soon as we got the notification and asked that they please not turn the service off and that we were happy to move/upgrade to resolve the issue.

The result was they turned off not only the service but took us out of DNS i.e. the DNS recorded was obliterated. They have since turned DNS back on 3 days after turning off the service.

They have an auto responder to all tickets so yes we got an auto response to every ticket.

The problem is in the follow up and qualiy of the response. Up until yesterday we were basically told tough luck until it was finally moved from a junior tech person to someone who could help, that took 4 days! Yesterday they suggested we open a new account which we did that afternoon and then provided all the info the tech requested. It is now 12pm and we are still waiting for a response.
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