please any senior admin should check my ticket
[RS #CKP-48249-159]
my site is suspended since 10 hours and life support can’t help
I’ve a small reseller account on cluster2, i decreased it after facing bad experience with win5 that made me loose clients, so i decreased it to Lite Reseller Account. It is 1 year old account, plus my 4 years account on cluster1.
The Account has mainly 2 users I didn’t have time to move back to cluster1, one of them caused the problem.
He has a website of 300MB only files, no emails or database.
I was paying $17.5, this month i found them $147.5
because this small account got 100GB BW
how did this happen I don’t know, the client says that he only has 500 visitors per day, no downloadable files at all, no databases, just an asp website.
10 hours i am moving between support and billing with no progress.
My client denies using this BW, doesn’t want to pay unless i PROVE to him he used this BW, and he wants a backup for his account.
I don’t think any admin is going to be able to help much in this case, this looks like a major overage, I can check the overage but I cna’t do anything with regard to billing, nor can other admins.
I’m using wordpress for many of my sites. I have a customer who has had 65000 hits this month. I don’t have this hosting plan for charging for the extra bandwidth. What should I charge for the extra BW
If your account use extra Monthly Traffic, JodoHost will be charging you @$0.10 per mb /month, you can make your plans according to that. However, i suggest you to make your plan with MAX limit to avoid unwanted traffic to one end user account and getting charged for it.
After seeing the log, I don’t deny using this bandwidth, this was a mistake by my client who put a flash file and was posted somewhere in a public forum. The clients paid me nothing, he said you should suspended the account if so happened.
This was my reply to the ticket, thought posting it here
If win5 was a normal server, I would never downgraded, the downgradting to lite host because I moved clients account back to cluster 1.
I didn’t have time to remove the 2 remaining accounts to cluster1, now only 1 account left for a client and his site is down for days now.. what’s in my hand?(
I’m years with JodoHost, more than 5 years i think, only faced this once, and billing gave me 75% credit.
please check this ticket [RS #EHX-77535-669] that was on 6-2008
I paid the rest, and was conisdering the situation… I was happy too, now I paid $50 and got nothing, got 2 clients left.
According to our records, On 14th July Priyanka has offered you 25% discount on your extra usage, if you upgrade to next higher plan. But you have not replied her… still nor you have upgraded your hosting plan on 16th your account get suspend by the automatic billing system of Hsphere.
This shows how necessary is your account for you, if you can afford to not reply a person want to help you preventing your account suspension, and let your account suspended for 9 days.
I’m years with JodoHost, more than 5 years i think, only faced this once, and billing gave me 75% credit.
I think this is quit a long period to understand Hsphere and its functionality. Moreover, your comment itself shows that we have always helped you with the best; but still you are blaming us for non-cooperation? .
Whenever an account reach resources limit, System send him emails subject as “Warning (Approaching resource limit)” That help a reseller /client to monitor / check and do the needful to prevent any excess usage, if they donot want to be billing for extra resources.
Our resellers are independent Host, they are responsible for all the usages done by their client, and they can charge them anything they want. But they are going to pay us only for Monthly fee + additional resources charges they used in 30 days average period according to their billing period, they have chosen for their reseller account
blaming for non-cooperation!
I took me 2 hours trying to understand her offer, then I ignored it after not being able to get it.
If I upgraded to a higher plan I will get 25% discount, so I upgrade to a higher plan paying $35 to get a $35 discount
Is this the offer
[COLOR=“red”]Is not replying to this non-cooperation!
plus.. upgrade for what… i downgraded my account and was using only 1 GB of diskspace for only 2 user accounts there, upgrade for what!
If you are co-operating, after paying $50 you could gave me at least 24 hours trying to handle the issue, I didn’t know by then how did this happened!
for this reseller account on cluster2, I pay and get NOTHING, you said reseller can charge their clients anything they want? I am paying $17per month and collects only $5 from clients at this reseller account just because i don’t have time to move them, plus hours on phone weekly with both clients saying our sites is not loading and I try to find excuses until JH handle the issue, I never faced this at JH.
check the world and see companies offering TBs for $5, how can I ask them for “anything” as you said?
If I upgraded, and added more clients there… I will loose them
You should refund all users at win5 cluster2
You are keeping ignoring this issue
win5 is the place where to put clients you want to loose
I always found good support at JodoHost, you can say the best, I never thought of leaving and recommentded you to many. but Do you think that when I get a bill for $147.5 and my site suspened I should be happy? you give me a discount 25% and want me to upgrade and pay the discounted fees?(.
[FONT=“Franklin Gothic Medium”][SIZE=“3”][COLOR=“navy”]n.b. Why I feel that you speech is aggressive? X(i never felt this when talking to JodoHost who is always considering and in the side of their customers, are you trying to kick some clients off? we (Us and JH) should support each other.
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1 year ago… I found a better support, I found a real offer when I faced a similar situation like what i am facing now, I found JH caring for my business, not blaming me and looking for the $$ i might gain
the root of the problem here really is that you had a no billing plan for the client, when you use a plan that has no billing set, it doesn’t give the same level of warnings for bandwidth.
to ensure you have full control over it, you should setup the billing system so that such can’t happen in the future. Your client has made a mistake and admitted as such, they are the one ultimately responsible for this, it is something you should take up with them as well. We can give you a discount if you work it out with us, but we can’t fully waive the charges, we have to pay our bills as well.
Most company has Billing Department which work during day hrs and on weekdays only. At JodoHost, we are attempting to have Billing work done on 24 hrs, 365 day basis. This means, by contacting us on LiveChat, it was easy to get clarification on what she wrote.
She suggested to upgrade, because in June and July, your resources usage was high. Moving to a higher is cheaper than paying for additional resources.
She has offered 25% discount on your current extra resources charges.
If you do not reply to us …how we can help you?
plus.. upgrade for what… i downgraded my account and was using only 1 GB of diskspace for only 2 user accounts there, upgrade for what!
Your account was using more traffic than included in the Plan, for this reason, you were charged extra. Upgrading to higher plan would be cheaper than paying additional charges, if same additional resources continued to be used next month.
If you are co-operating, after paying $50 you could gave me at least 24 hours trying to handle the issue, I didn’t know by then how did this happened!
Your account was showing negative balance since 6/22/09, till 7/6/09 it was showing negative balance of $147.50 and then you paid $50 on 7/14/09, and your account get automatically suspended on 7/16/2009 that means [COLOR=“red”]Without payment your account was running 24 days
Even After you have paid $50 your account was running aprox 42 hrs.
for this reseller account on cluster2, I pay and get NOTHING, you said reseller can charge their clients anything they want? I am paying $17per month and collects only $5 from clients at this reseller account just because i don’t have time to move them, plus hours on phone weekly with both clients saying our sites is not loading and I try to find excuses until JH handle the issue, I never faced this at JH.
check the world and see companies offering TBs for $5, how can I ask them for “anything” as you said?
As i have mentioned in my last post, we don’t interfere in our Reseller’s business, they are independent Host, they are responsible for all the usages done by their client, and they can charge them anything they want.
We are charging only our reseller, that too on the basis of the Hosting package fee they are using and additional resources they used (if any) in average 30 days period.
If I upgraded, and added more clients there… I will loose them
You should refund all users at win5 cluster2
You are keeping ignoring this issue
win5 is the place where to put clients you want to loose
We have already discussed the matter and resolved in Ticket #EHX-77535-669 and priyanka has offered $100 credit too.
I always found good support at JodoHost, you can say the best, I never thought of leaving and recommended you to many. but Do you think that when I get a bill for $147.5 and my site suspended I should be happy? you give me a discount 25% and want me to upgrade and pay the discounted fees?(.
[FONT=“Franklin Gothic Medium”][SIZE=“3”][COLOR=“navy”]n.b. Why I feel that you speech is aggressive? X(i never felt this when talking to JodoHost who is always considering and in the side of their customers, are you trying to kick some clients off? we (Us and JH) should support each other.
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1 year ago… I found a better support, I found a real offer when I faced a similar situation like what i am facing now, I found JH caring for my business, not blaming me and looking for the $$ i might gain
Since last year we have added more staff in Linux, Windows and Customer Service Team. We feel that our quality of service has improved. We always respect and help our customers, and we did the same at this time too
I have moved this to the customers only section, I’d rather keep it totally private as we are getting into too much detail here for a public access forum, and some emotions flaring.
zMaestro, I am sorry win5 has had some issues, we have server(win7) setup for it to replace and migrate win5 clients in an orderly manner that will not be made available for customer signup.
Everyone, we can handle this in a private email situation, just keep each other informed and reach an agreement. No response in some cases can be seen as non-cooperation or ignoring an offer, however, reflecting on the amount of time it could simply be too busy to reply or family functions as well, it is not as if it was going on for a month.
Now, we are entering into the weekend, everyone have a great one!
Hi,
MAX limit was set but didn’t work cause there was no billing plan.
this was not mentioned clearly in the reply
or the ticket: RS#CKY-27452-623
it was clear in Stephen’s post
[QUOTE=Stephen, post: 73649"]
Hello,
the root of the problem here really is that you had a no billing plan for the client, when you use a plan that has no billing set, it doesn’t give the same level of warnings for bandwidth.
to ensure you have full control over it, you should setup the billing system so that such can’t happen in the future.
[/QUOTE]
now, how much discount can you give in these cases?
putting into consideration my case, and the in-reasonabilty in HSphere that allows accounts to use such resources without suspendind the site and MAX limit is reached.
also notice that BW is not as expensive now as it was years ago when JH set the plans, $2.00/GB per Month is too expensive when we are talking about 100GB
I am not going to get into this with you, but while some costs like bandwidth may have gone down, this is a tiny portion of costs involved. Overall costs for us to serve pages have gone up A LOT this last year alone. We are takling very far into the double digits.
Power, labor, insurance, many other overhead costs.
in addition to this I ALONE spend over 1 hour proving to you that the bandwidth was used, which we did not bill you for at all. I’d prefer not to spend my time debating with clients over bills, but understand it is sometimes required in order to come to understanding on an issue.
I am in no way in charge of pricing concerns or discounts, but we work out deals and payoff plans with some clients.
