Support

[lapta06]

I am posting here as seems the only way to get hold of the english staff and get some sort of reply.

Bob.
Rob.
Jake.

Who are these people, these 3 names of about 7 names i i have seens in the live chat window, they are not English, and i really have no idea, why web hosting uk try and pretend that these people are englsih.

Any way to the point.

My servers have been under a massive ddos attack for about 10 days.

When the attack 1st happened i told tech support about it and they told me for 4 days staright it wasnt a DDOS attack. 4 days!!!!!!

So after they admitted it was a DDOS attack they pretty much refused to help.

I installed ijoy firewall, which TBH was great and the support team helped a lot when it came to configuring the firewall. This stopped the attack. TOTALLY. So as the attack was under control i asked bob i think it was to open port 80.

Well rather then opening post 80 he somehow manged to block all the traffic to the server.

So after about 18 hours of talking to many differant people, i managed to get access to y server again, to find that all the firewall rules were deleted

I tried my best to reconfig these rules without much luck, and i really am not a server guy.

So i contacted a company who charge a lot per hour, but was worth it. They logged on to the server and sorted everything out, sorted out the registery, sorted out the server so the attack pretty much stopped. It took like 4 days due the size of the attack, and the lame support from webhosting uk.

Just a little background on me before i carry one.

I have been running an online game now for over 2 years, and i have in total at the moment about 10 dedicated server, 3 of which are with webhosting uk.
98% of the time the servers run fine and i never need tech support. The 2% is when a server dont come back online after a reboot, normally due to a windows update lol. I know very little about windows 2003, but i only use windows 2003 as that wat i need to run my game server.



So this company who are spending every waking hour on the server sorting everything but...

Everytime a server dont come back up from a reboot they have to contact webhosting uk to get the server rebooted. So far about 35 times i think. And we are told we are not allow access to the reboot software, which i think is just stupid.

My dudes ask if a firewall post could be closed, port 53 or something, as this is where the attack is being aimed to, and closing this port would pretty much sort out all the porblems. The reply.

buy a dedicated firewall, £200 setup fee and £200 a month, so thats £600 setup fee and £600 a month as i have 3 server. Hmmmm, ok, well if its going to sort the problem then great! How about we have a 48 free trail to see if this is going to help us.

Well i am guessing you can guess the anwser.

It was a NO.

one port! that all that needs to be closed, but no i have to pay at least £400 to see if the firewall will work.

Anyway, i am leaving this hosting company now.

I am sure that 99.9% of you never even have a problem with your hosting package

Thanks for the t-shirt ^^

[Dan]

Who are these people, these 3 names of about 7 names i i have seens in the live chat window, they are not english, and i really have no idea, why webhosing uk try and pretend that these people are englsih.

Hi, firstly may I add where did you find that these people are English?

Support not dealing with a DOS/D attack isn't very feasible. From what I understand it's their job to correspond to such issues.

I'm sure an official response will be posted shortly

[James]

Hi Jamie,

I can understand your level of frustration looking at the length of the post you have made above. Your servers were continuously under DDOS attack and its has not only affected your servers but our entire network. Our helpdesk and Live chat got flooded so finally we decided to suspend your servers. Our network was back to normal as soon as we suspended all your servers.

Without the hardware firewall being installed on your servers our Admins managed to reduce the volume of DDOS attack from the last couple of days. As you are running Games on the server so it is continoulsy being targetted and the voulme of DDOS attack also kept on increasing. Our Admins had recommended you to go for Dedicated Hardware Firewall which would have controlled the DDOS attack but you refused. You have asked for 48 Hrs free trial on Hardware Firewall which is not at all feasible for us.

I just had a word with Stuart on Live Chat support. I've explained him why the servers have been suspended. Let us know if you would like to go ahead and add dedicated firewall to your servers.