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]

Originally Posted by Arkadij S

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]

Originally Posted by Alan B

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]

Originally Posted by Arkadij S

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.