Siteground hosting alert
Hello, i need to share with you all my very bad experience with Siteground hosting company. Well, at the end of november 2018 I built my new website and I was reccomended to use the Siteground hosting. So I did it and paid 75 euro for 1 year hosting,
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plus domain(that was their shortest period). Ad the beginning there were no serious problems. The real problems started one month after my registration in siteground.com. I got an email from them where I was warned to "clean my database" which was 713 Mb for a period of 7 days! The packet I paid for was 10 Gb spase and up to 10 000 visits a month. So I was quite astonished about this warning, but I imediatelly started cleaning the database. Within 11 hours I reduced it to 73mb. And guess what happened next! My website was blocked up. Just dissappeared! I connected siteground and asked what was wrong. They began explaining me that there was something wrong, but ofcourse, it was not their fault. And adviced me to upgrade or to use some of their backup tools. I couldn't believe that! My site was completely empty, there was not a single product, article, video...etc. But siteground claimed that it is overloaded(I keep all correspondence with them and can easily prrove all my words). It turned out that their "backup tools" cost money! Actually they were telling me that I need to pay them money if I wanted my site back! I call this a sheer blackmailing! Of course I flately refused paying any money and the result of all this is that I lost my site. Site which cost me so much money, time, energy and nerves. It's gone! They destroied it. And that is not all. I terminated siteground hosting service and asked my money back. They promissed me refunding, but they did not refund me even a single penny!!
Well, I wrote a complaint to the cyber authorities, but still no answer. Can anyone tip me what to do please? I lost everything and have no idea how to bring it back!
This sounds extremely irregular do yiu atlest have your own backups so you can move to better hosting? also when you say database what are you referring to ?
Branden Tobin - Customer Relations Forward Web
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Well, I wrote a complaint to the cyber authorities, but still no answer. Can anyone tip me what to do please?
If they promised a refund and still haven't processed it, you may like to consider a chargeback - but I wouldn't hold my breath that you'll be successful.
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If they promised a refund and still haven't processed it, you may like to consider a chargeback - but I wouldn't hold my breath that you'll be successful.
In most cases you have up to 180 days [6 months] to process a chargeback. You'd want to reach out to your bank or financial institution to verify.
I'd give them some time - at least a week or two.
Within 11 hours I reduced it to 73mb. And guess what happened next! My website was blocked up. Just dissappeared!
That is quite a reduction from 713 MB to 73 MB. If you removed tables, that would indeed break a site. Removing rows should not break a site but if those rows are expected and can not be found it could cause an error or blank page. Unfortunately some will say this is your issue to resolve since you caused it even though you were trying to complete the host's request.
I keep all correspondence with them and can easily prrove all my words).
Please send your domain or other proof that you were a customer via the report button (little triangle) on your post. That way mods of this forum can verify you were a customer per forum rules.
Quote Originally Posted by Martinbgabv View Post
It turned out that their "backup tools" cost money! Actually they were telling me that I need to pay them money if I wanted my site back!
Did they mean in terms of paying them to do the restore and fix your site, like an admin time fee? Or that access to the backups required a payment?
-Steven | u2-web@Cooini, LLC - Business Shared Hosting | Isolate sites with Webspaces | Site Builder | PHP-FPM | MariaDB
WHMCS Modules: Staff Knowledgebase | Custom Modules and Hooks
"It is the mark of an educated mind to be able to entertain a thought without accepting it" -Aristotle
The idea that any Shared Hosting plans is "Suitable for ~ 10,000 Visits Monthly" is a questionable at its best. I don't know what some web hosts do, but some obviously apply a number of restrictions which prevent their customers from using the service they pay for. Unfortunately the Shared Hosting business has long been an industry niche where the most popular company are the most unscrupulous ones. I don't mean to judge on this case as we don't have the other side of the story. They would probably come to answer your complaint.
I would suggest you to try to resolve with them once again before filling for chargeback. If they don't refund, you can always reverse the transaction.
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To play devil's advocate as there are always 3 sides to a story, can you please verify the following:
You signed up for services, which included a domain name. You paid and uploaded your content.
You were notified that your site was abusing resources, you cleaned up your site DB from 700+MB to 70+MB.
They notified you of the suspension and resource abuse and wouldn't turn the site back on unless they gave you a backup, something they charged for.
Is that correct?
If so, what information did they provide you that shows the overload? Sounds to me like they think you overloaded their servers one or two times, they suspended and didn't want the server to be abused anymore. When did they say they would refund you, as the others have said Chargebacks are a LAST resort, please try to work it out with them as that is always the best course of action.
I'd be more likely to believe that the MySQL queries were going berserk, not the MySQL size. It would be helpful to see the exact text of the emails from SiteGround, not a regurgitated retelling from a novice user.
The idea that any Shared Hosting plans is "Suitable for ~ 10,000 Visits Monthly" is a questionable at its best. .
10,000 visits is 333 visits a day or 13 visits every hour for 30 days. IMO, if a shared hosting server can't handle that then something is wrong at the server.
Not sure siteground has a rep on here but yes it would be good to know their side of this.
-Steven | u2-web@Cooini, LLC - Business Shared Hosting | Isolate sites with Webspaces | Site Builder | PHP-FPM | MariaDB
WHMCS Modules: Staff Knowledgebase | Custom Modules and Hooks
"It is the mark of an educated mind to be able to entertain a thought without accepting it" -Aristotle
10,000 visits is 333 visits a day or 13 visits every hour for 30 days. IMO, if a shared hosting server can't handle that then something is wrong at the server.
Without throwing stones at them or anyone else, it is not appropriate, this is also a conversation about how ethical are Shared Hosting offerings. There are many providers (again not pointing fingers in any specific provider) who apply various limits to the hosting service usage, most of them specified in the Terms, but aren't mentioned in the service offerings or even missing in the Terms.
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You are going to want to do a chargeback if they don't refund your money promptly. If you don't know how to do a chargeback, talk to your bank or the credit card company. Make sure you get your money back. They have caused you to lose far more than the money you've spent with them. It's not about money; it's about the principal. A company must realize their sole purpose is to service the needs of customers. When a company fails, they should have to face the consequences.
When a company fails, they should have to face the consequences.
I don't think that has been ascertained in this thread. Facts are missing.
Without throwing stones at them or anyone else, it is not appropriate, this is also a conversation about how ethical are Shared Hosting offerings. There are many providers (again not pointing fingers in any specific provider) who apply various limits to the hosting service usage, most of them specified in the Terms, but aren't mentioned in the service offerings or even missing in the Terms.
This actually feels less about the ethics or shared hosting in general and more so of the company in question with that said since we do not have all facts it would improper to pass judgement
Branden Tobin - Customer Relations Forward Web
Click Here to View Our Enterprise Grade Web Hosting Offer
You don't do any backup for your website at all in your local? laptop, desktop or server!! if not! you should learn from this issue it happened to me once a while ago when I was hosting with hostso they erased all my content and they didn't help me at all with anything but after that I do backup my websites and databases everyday. I guess if you got a company and the website they erased is your company's website you can sue them.
That is quite a reduction from 713 MB to 73 MB. If you removed tables, that would indeed break a site. Removing rows should not break a site but if those rows are expected and can not be found it could cause an error or blank page. Unfortunately some will say this is your issue to resolve since you caused it even though you were trying to complete the host's request.
Please send your domain or other proof that you were a customer via the report button (little triangle) on your post. That way mods of this forum can verify you were a customer per forum rules.
Did they mean in terms of paying them to do the restore and fix your site, like an admin time fee? Or that access to the backups required a payment?
They put it directly- or I upgrade(seing my site is absolutely empty), or I have to use their backup tools which are paid! Of course I refused to be blackmailed and the resut is that I never seen my site since!
Thank you very much for the support. It's been one month since my site was broken. I still wait the reply of my complaint. I have no idea if the "chargeback" option is available. Hope it is. Thanks again for the advice and wish all the best!
Thank you for your interest in my problem. Well, I can provide the whole correspondence betwen me and siteground and it will prove everything I wrtote here. But it is quite a long page, if you suggest me some proper place I can provide it, I'd love to do it!
Thank you for your interest in my problem. Of course, I am willing to provide the whole correspondence between me and siteground. It proves all I have written here. But the page is quite long, please suggest me some proper place and I will submit it immediately!
Thank you for being interested in my problem. Well, actually I had exactly 119 visits to my site for the period of 1 month! That is what google analytics displays. 119 visits, not a sigle product, article, video...etc. And they said it was overloaded. And gave me a term of 7 days to reduce the database. My developer did it within 11 hours, and then my site disappeared. And the blackmailing began.
Thank you very much for the support. Much oblidged!
Thank you for your post. Well, I am willing to submit all the facts, any time, just the list of the correspondence is quite long, so I am not sure i can post it right here. If you suggest me some proper place, I'd love to do than.
Thank you very much for the support. It's been one month since my site was broken. I still wait the reply of my complaint. I have no idea if the "chargeback" option is available. Hope it is. Thanks again for the advice and wish all the best!
Talk to whoever issued the card you paid with. They will know if it's still an option.
We chose to avoid siteground for this reason. On the plan you reference, which would be fine for us - we cannot use it because on their cheapest plan - they limit databases:
DB Size: 500 MB
DB Table Size: 250 MB
DB Queries: Up to 10% of Server Resources
Even on their most expensive shared plan - while the limits are not as bad, still we can use them.
DB Size: 1000 MB
DB Table Size: 500 MB
DB Queries: Up to 30% of Server Resources
I never thought to check database limits until I saw it with siteground.
We chose to avoid siteground for this reason. On the plan you reference, which would be fine for us - we cannot use it because on their cheapest plan - they limit databases:
DB Size: 500 MB
DB Table Size: 250 MB
DB Queries: Up to 10% of Server Resources
Even on their most expensive shared plan - while the limits are not as bad, still we can use them.
DB Size: 1000 MB
DB Table Size: 500 MB
DB Queries: Up to 30% of Server Resources
I never thought to check database limits until I saw it with siteground.
I'm not sure those numbers are out of line. I've had large forums on VPS, using more resources, with a smaller db. I would think most sites would run over other limits far beyond the db.
People also need to stop storing blobs in dbs, those were made for text only. That's the most common reason for huge sizes.
You probably can't use shared whatsoever, if you want to hog db queries and store massive blobs.
Not sure what a blob is, but our database does not use high server resources, it's just a large database. It's connected to a CRM.
We have never exceeded our limits with stablehost or any other provider we have been with.
When you store non-text in db, it's a blob.
When you store non-text in db, it's a blob.
I remember a client's site storing images in the db as blobs and pulling them out for each page load and IIRC generating via php image functions. That was a fun script to say "uh yeah that needs some work" but that was years ago.
@themak may have missed it, but what is causing the size to be large? For example, is it thousands of rows or a few real large ones? Since you mentioned it being a CRM, I would guess it is attachments, images, pdfs, etc . If that is case, moving those to regular file storage would be better but that would depend if the script supports it .
-Steven | u2-web@Cooini, LLC - Business Shared Hosting | Isolate sites with Webspaces | Site Builder | PHP-FPM | MariaDB
WHMCS Modules: Staff Knowledgebase | Custom Modules and Hooks
"It is the mark of an educated mind to be able to entertain a thought without accepting it" -Aristotle
@themak may have missed it, but what is causing the size to be large? For example, is it thousands of rows or a few real large ones? Since you mentioned it being a CRM, I would guess it is attachments, images, pdfs, etc . If that is case, moving those to regular file storage would be better but that would depend if the script supports it .
As I learn more - I did some investigating - the largest table we have is 16MB - and we only have about 10 tables that are 1MB or more - we just happen to have a lot of tables. We try to avoid attaching files onto our CRM contacts, as we know that will slow things down. Wordpress stores all files locally - so no issues there.
Though this was a good opportunity to drop some tables for some plugins that we no longer use or have installed. Saved about 30MB. We have 418 tables - and now we are at 372.3MB.
At some point - we will split out our CRM database from our Wordpress Database - that should help keep the databases small and allow us to save some money.
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