BIG Billing Issue

Discussion in 'Billing Support' started by zMaestro, Jun 12, 2008.

  1. zMaestro

    zMaestro Perch

    Hello,
    first I don't know why whenever my reseller account is 60% full, I open a new reseller account rather than upgrading the current account to a higher plan. I've now 3 different reseller accounts since the past 3 years, all are ValueHost, I pay $35 for each, the third one I've since 3 months and is nearly empty.

    This month I found a bill of $175 for the second account ?( , I loged and found that I'm using 2 GB extra disk space (~extra $135), I checked the disk usage report and found that a client who suppose to have only 1 GB diskspace, is using 3.5GB diskspace.

    so suddenly this client had an extra 2.5GB diskspace made this extra $135 bill.

    I contacted him, he said that he is only using 800 MB out of his 1GB, I logged into his Hsphere and found that he was using 800MB out of his 1GB as he said! .

    Why then from my reports it shows he is using 3GB although from his control panel it is only 800MB? this is because his MsSQL database is 2.5GB.

    I asked for a backup for this single database, and the backup was only 300MB!

    but the Databaselog file (.LDF) was using 2.8GB X(

    and this was not showing from his HSphere

    The situation now I don't know why there is this sudden extra 2.5GB disk usage, and why didn't it appear for the client (at least I could charge him for)

    I moved this client account to another place, deleted his account, I am back to my -normal- usage, but the problem is that there is an extra $135 on my bill this month which I wouldn't be able to pay.


    Can I've a help from any senior admin to remove this extra bill urgenty? and I'll study merging the 3 reseller accounts together into a GoldHost rather than 3 Valuehost so not to face this issue again.

    waiting for you reply.

    my ticket is: RS #EHX-77535-669
  2. Stephen

    Stephen US Operations Staff Member

    Hello,

    This is not an admin issue but a billing issue.

    SQL Logs can sometimes take off like that and not compress down much if there is a lot of activity.
  3. zMaestro

    zMaestro Perch

    but is it normal to allow an account to have triple the diskspace assigned? and without notifing the client!
  4. Stephen

    Stephen US Operations Staff Member

    Notifying is up to the settings in the reseller CP to issue warnings.
  5. zMaestro

    zMaestro Perch

    there is a diskspace meter on the client cp, should't it act as a notification? or reseller should do special setting to activate it. it was not showing this extra diskspace used.
  6. zMaestro

    zMaestro Perch

  7. tanmaya

    tanmaya APAC Operations Staff Member

    Yes and it 100% shows what is there in Hsphere database.
    You are checking it now when your billing month is already changed.
  8. tanmaya

    tanmaya APAC Operations Staff Member

  9. tanmaya

    tanmaya APAC Operations Staff Member

    Re: extra charge

    Do you have emailed them at billing-at-jodohost.com?
  10. zMaestro

    zMaestro Perch

    Re: extra charge

    yes, I did. no progress in case.
  11. zMaestro

    zMaestro Perch

    so, JH should remove this charge, since it was showing that only 800MB was used out of the 1GB.
  12. Stephen

    Stephen US Operations Staff Member

    Hsphere was showing the DB size as you said, so it would be included in the total. Since the space WAS used it was not lying or a mistake to charge you for said space.

    You need to work it out with billing as it is up to them only to help you with this.
  13. Stephen

    Stephen US Operations Staff Member

    Re: extra charge

    There is no need to have split topics and updates here, the forums can not help you in resolving this only billing can help.

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