Account suspended without warning

[KeithLoo]

On a day when I'm waiting on several business e-mails and when a couple of my customers are expecting my e-mails, I get a phonecall from a very unhappy customer demanding that I resolve the issue with their suspended account.

Of course, I had no idea that my account had been suspended until just now, when all of my sites have a very ugly "This Account Has Been Suspended
Please contact the billing/support department as soon as possible" sign on it.

I would like to know what caused this, as I'm quite dissatisfied. I pay my monthly with Dathorn (it's drawn automatically), and should something had happened that caused a payment not to go through, all I needed was an e-mail, because I surely have the money.

Now that I have people waiting on e-mails, I can't even call anyone to resolve this, and now, each stressful minute passes by one minute at a time.

I eagerly await a phone call (since my e-mail is disabled because of this) regarding this.

Keith

[KeithLoo]

I've just called my bank and Dathorn did charge me for the month of October and was paid on the 1st of October. Which leads to the question, what the hell is going on?

I'm losing business over this and I need some accountability here.

[JimI]

I'm in the same boat as you. Sometime earlier today my accounts appeared as suspended for no reason at all. I can only think there is an error in the system somewhere that has caused these accounts to be suspended, like yours, and hope that Andrew can get this resolved as quickly as possible.

This definately is not what I want to see in my service with Dathorn but I realize that sometimes mistakes happen. Hopefully Andrew is already on top of this and fixing it.

[Frank Hagan]

Enter a trouble ticket, guys. Either that, or send Andrew an email. You'll get a much faster response than in the forums (although Andrew monitors this place pretty well too, I've always had the fastest response with trouble tickets.)

[kenrich241]

I'm in the same boat as you. Sometime earlier today my accounts appeared as suspended for no reason at all. I can only think there is an error in the system somewhere that has caused these accounts to be suspended, like yours, and hope that Andrew can get this resolved as quickly as possible.

This definately is not what I want to see in my service with Dathorn but I realize that sometimes mistakes happen. Hopefully Andrew is already on top of this and fixing it.

I'm in the same psition, account's not due until the first, there's money in the accounts but no web service...what's the hell is going on????

[Grunfeld]

SUBMIT A TROUBLE TICKET

SUBMIT A TROUBLE TICKET


Did either of you do that ....?????

[JimI]

I can't submit a trouble ticket because I cannot log in to the customer control panel.

Yes, I have e-mailed Andrew and he replied back that I needed to submit the customer control panel verification form as found in the forums here:

http://forums.dathorn.com/showthread.php?t=7

I have completed the form immediately upon receipt of Andrew's e-mail, and notified him. My accounts as of this moment remain suspended.

*EDIT: My accounts are back online. Thank you very much Andrew.

I have to say I'm pretty unhappy about all of this as it has developed. After reading through the thread, I understand Andrew's frustration with getting the updates needed from his clients but I received exactly one notification about this from him back in March, 2004. I had a question about obtaining the Ubersmith ID in order to complete the form, to which he replied right away. However, I must have had a lot of things going on that day because I promptly forgot to follow through and update the form.

Now, several months later without notice, my accounts are suspended. I do not make a habit of reading these forums, nor as a paying client should I have to read these forums about this type of thing. A very simple reminder e-mail would have sufficed to get me to take the proper action in a timely manner.

This has quite literally cost me several hundred dollars today. In such as case where inaction to fill out a form can result in the suspension of an account, as a client, I do not think it is too much to expect that at least one single e-mail reminder would be sent out to notify us of our need to take action.

I've been very happy with Dathorn and Andrew over the past year but I think this action of suspending accounts without notice was more than a bit heavy-handed.

[Grunfeld]

This whole issue has been disucussed at length here and most would agree that it was not right, in Andrews defence he sent out more than just one e-mail, having gone through it I know there was more than one.
In addition for the sake of your business spend 5 minutes a day clicking on the button New Posts and you will save yourself headaches....

Cheers,

[Frank Hagan]

Subscribe to the Forum "Announcements", and you'll get an email whenever Andrew posts something important.

[sdjl]

Guys, no offence or anything, but it is your fault really.
If you fail to keep up to date with the goings on at Dathorn, then you can't really hold Andrew or anyone at Dathorn accountable.

http://forums.dathorn.com/showthread.php?t=7

That thread has been going on since march.. MARCH!
Always find out how your host operates as regards to keeping their customers informed. In this case, it's the announcements forum - subscribe to it!

Just be thankful your accounts weren't terminated

David

[jim2001]

Another SUSPENSION "hiccup", but not my "fault"

I just had ALL my domains lock up (Suspended) and it is does NOT appear to be my fault as I was already an Uber client and FULLY PAID UP through October '04. It appears there's something else knotting up the back end. Anyone else having diffugulties?

[AndrewT]

I just had ALL my domains lock up (Suspended) and it is does NOT appear to be my fault as I was already an Uber client and FULLY PAID UP through October '04. It appears there's something else knotting up the back end. Anyone else having diffugulties?

I just replied to your ticket, some how your account username got mixed up, your CCP username should not have had a dash in it. I've corrected that and unsuspended your account.

[jim2001]

Dash it!

Fast fix, as always! Don't know how you do it, Andrew...but thanks! You duh man!

[Jonathan]

Fast fix, as always! Don't know how you do it, Andrew...but thanks! You duh man!

Glad to see your accounts got fixed