Dewlance issues?
Anyone know whats up with Dewlance?
Been unable to login to emails and cpanel now for a few days, chucked a support ticket up but no response, really need to get my emails as some very important information in there.
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Tried to call but phone rang out no idea where to go next.
you are not using third party tools on your pc e.g Thunderbird
these application save your email and you watch email offline also
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If @DewlanceHosting has seen this thread, he may be able to shed some light on it.
you are not using third party tools on your pc e.g Thunderbird
these application save your email and you watch email offline also
Yes i am using Outlook but my clients cannot access their accounts either and i cannot speak for them when it comes to downloading email.
Hopefully he will show up and help us out with what is going on, when i try to log into WHM it tells me "Cannot read license file"
"To access the interface, you must install the license and ensure that the license is active."
This server does not have a valid license. To address this issue, you must contact your hosting provider.
With no response i fear my clients data as well as mine may be gone
Hopefully he will show up and help us out with what is going on, when i try to log into WHM it tells me "Cannot read license file"
"To access the interface, you must install the license and ensure that the license is active."
This server does not have a valid license. To address this issue, you must contact your hosting provider.
With no response i fear my clients data as well as mine may be gone
only your provider and cpanel team fix this issue.
you can verify your provider licence here.
https://verify.cpanel.net/app/verify
if cpanel licence expire then they need to renew.
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Vps|Dedicated Server [USA]
We received reply from cPanel:
As this is the 1st instance of a locked license on this server, I have unlocked the license.
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Once again issues with Dewlance, i just hope anyone who is looking at them sees this post and stays well away from them.
After our last issue everything seemed to be running along fine, at-least until yesterday.
I received an email that one of my clients accounts had been suspended, i found it funny as this client only ever hosts a small wordpress and uses it for development reasons, his main use of the account is for emails both personal and business related. Upon logging in to check why it was suspended i find that someone has locked his account for "Hosting Hacking Files", so i contacted the customer and let him know that someone has suspended his account for this reason, he tells me that hes only got a base wordpress site installed and that hes not touched it in a couple of weeks, he didn't mind if we wiped the site but wanted to have a backup of his emails.
On further inspection i find that i am locked out of doing anything with his account, cannot make a backup cannot even export any of his emails from the account.
I have since contacted Dewlance to have them unlock the account and allow my customer to move his stuff off the host and over to a new host, dewlance is yet to reply which doesn't surprise me, not only did they change the price of hosting on me they also made me loose 50% of my customers back in November, i cannot stress enough that they are not a good host to use.
1. they never respond to support tickets.
2. Under staffed
3. Don't pay their hosting bills (causing issues with accessing your paid for websites)
4. Never offered any compensation for the downtime (hard to ask for any as they never respond)
5. Never answer phone calls for support.
I don't really care if they take offense to this as my business is now closing its doors, very hard to come back from a bad experiance like this, ive since moved all my important files to a new host and will not be dealing with Dewlance again.
I was willing to give them a chance but now after months of issues i am done and have given up trying to work with them, Please DO NOT use Dewlance if you have a choice.
Once again issues with Dewlance
What is your ticket ID?
What is your ticket ID?
Not that it matters now anyway, loosing that client has made me just shut it all down, all my websites are now moved however if you dont want to check your own support page for the only ticket with "hosting hacking files" and i am sure if you did the suspension you should know what website it is, unless you just randomly decided to lock and suspend a bunch of random accounts yesterday?
Anyway just for you here is the ticket id.
#791600
they also made me loose 50% of my customers back in November
What happened to make you lose 50% of your clients?
Not that it matters now anyway, loosing that client has made me just shut it all down, all my websites are now moved however if you dont want to check your own support page for the only ticket with "hosting hacking files" and i am sure if you did the suspension you should know what website it is, unless you just randomly decided to lock and suspend a bunch of random accounts yesterday?
Anyway just for you here is the ticket id.
#791600
We only suspend one of your client domain (Single domain) not whole account which was using php.nested.base64 code and running Web Shell for hacking our server.
We do not allow hosting Malware/Hacking tools.
(Most of Hacker say us that they don't know anything and maybe it was hacked, Whole wordpress code is nested. Seems professional hacking tool which is used in form of wordpress file system )
- We need to protect our customers from Hacking. So we can't allow to host malware account on our server.
What happened to make you lose 50% of your clients?
In November they had their whole cPanel system go offline for over a week, no contact from them and no support as to why it happened, most of my customers who relied on emails just had to move elsewhere due to no access, what made it worse was that we could not transfer anyone's account either and i had to refund a lot of customers due to this issue.
Quote Originally Posted by DewlanceHosting View Post
We only suspend one of your client domain (Single domain) not whole account which was using php.nested.base64 code and running Web Shell for hacking our server.
We do not allow hosting Malware/Hacking tools.
(Most of Hacker say us that they don't know anything and maybe it was hacked, Whole wordpress code is nested. Seems professional hacking tool which is used in form of wordpress file system )
- We need to protect our customers from Hacking. So we can't allow to host malware account on our server.
You say this but you did not provide me with anything other than account hosting hacking files, where are the logs, who uploaded the files? ip addresses and time stamps, you just locked his account and locked me out of accessing his account, then you go away for days expecting me to not get angry?
You needed to contact me right away so i could get onto the customer and tell them why it has been locked, then let me fix the issue, if you had of done this i would have had him delete the files or i would have removed the said files in the first place.
If its a known issue you should really not allow those files to be uploaded to your hosting in the first place.
Quote Originally Posted by DewlanceHosting View Post
We only suspend one of your client domain (Single domain) not whole account
When did i say anything about whole account? maybe you mis-read my initial post? i said you locked my account out of accessing his account, i could not even assist him in getting access to his emails or anything.
Anyway as i said i am done with your hosting, i just hope anyone else who is looking into your service reads my posts first and makes a wise decision.
For those who are looking: Bad support (takes days not hours to respond) so if you have any troubles managing your websites or getting files updated expect long delays.
In November they had their whole cPanel system go offline for over a week, no contact from them and no support as to why it happened, most of my customers who relied on emails just had to move elsewhere due to no access, what made it worse was that we could not transfer anyone's account either and i had to refund a lot of customers due to this issue.
Please provide downtime report like Pingdom/Uptime Robots report because of our Australian server never goes offline for even 1 hour.
We are checking your client cpanel account and we will provide details in ticket.
Iwhere are the logs, who uploaded the files? ip addresses and time stamps
What would you have done with that information anyway? I hate to see hosting techs just do busy work that is pointless.
What would you have done with that information anyway? I hate to see hosting techs just do busy work that is pointless.
That would give me information if it was the client or not, as they are on a static ip and they tell me that they had not logged in for well over a week. might be pointless but cant just block a site because its hosting hacking files then not tell your clients anything and ignore all support tickets.
My point here is more that they fail to tell you anything during support requests, when you ask them for something to be fixed it takes days to get a reply, i support the little guys because i know its not easy, but if you are going to provide a service then they should be willing to put the hours in answering support tickets and fixing any issues.
Quote Originally Posted by DewlanceHosting View Post
Please provide downtime report like Pingdom/Uptime Robots report because of our Australian server never goes offline for even 1 hour.
We are checking your client cpanel account and we will provide details in ticket.
For november? maybe check the top of the thread for your reasons sent to me, or just check tickets from my account, sites were not down but cPanel was non accessable and so was email, this went on for over a week and during this time we tried multiple ways to contact you, you say its never been offline even for 1 hour that may be true but when you change things within Apache and turn off settings which then make websites no longer work and take a week to answer support tickets that is also classed as downtime.
cant just block a site because its hosting hacking files
Who/why/how doesn't matter. The site was malicious, it must be shut down. The end. Only if you suspect the client should you investigate deeper, likely on a 2nd offense.
when you ask them for something to be fixed it takes days to get a reply,
I think this is your only valid complaint. If you move hosts, choose more wisely next time.
sites were not down but cPanel was non accessable
This is almost always a firewall issue, you were blocked, usually due to failed logins.
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