Earlier this year I signed up with PacificHost.com and today I cancelled my account.
My Pacific Host Review
When I first contacted the team at Pacific Host they couldn’t be helpful enough. Nothing was a problem and they would be happy to transfer my sites to their hosting package.
The initial transfer turned into a several week long nightmare with my sites being offline for days. When I contacted the support staff I got different advice from different people. Because of the delay in site propagation across the internet I was constantly waiting to see if the advice had worked or not. Eventually, I nailed one person down and got them to check over everything until we found the issue that was causing the problem.
We then had a period of several months where things existed in relative harmony. Apart from a number of reports from my website monitoring company of my sites being offline for a period of time and times where they were slow responding for me, there were no other problems.
Then recently my sites went offline again for a prolonged period. I signed on to the control panel to lodge a ticket and see that they were experiencing an attack from hackers and it was a host wide blackout while they took care of it. These things happen and I was miffed but accepting of the situation.
A couple of weeks later I was informed that an email account I was hosting was accused of spam. Sure enough it had been hacked and ($*#@$ spammers had abused it. My hosts were very competent in dealing with the issue and once they had they sent me (no doubt a standard response) reminding of my obligations according to the terms of service and if I was found to be spamming in future I would be suspended. Rather ironic I thought given the down time I just experienced because they themselves had been dealing with hackers.
It turned out that the hackers had done more than access the one email account, and I found evidence of them throughout my cpanel account. Immediately I contacted Pacific asking for assistance in dealing with the issue. Hoping they would be able to do a backup restore or have some other solution. The response I received from my helpful hosting company was that I should delete the files and change my CHMOD permissions. And that was the complete level of help I was offered.
Because I am not a programmer or data base expert, I didn’t know how to check what files I need to delete etc. So in the absence of help from my hosts I had to hire outside help. The person I contacted to help me could not believe the settings etc that were in my account. He suggested I change hosts immediately.
I took the advice of my hired help since my hosting company showed no interest in helping me. Although, that is not entirely true, they did offer a new service a couple of weeks later, where I could sign up and pay extra to get help with hackers. I found new hosts who were not only interested in telling me how to do things, they even went as far organizing screen sharing sessions where they showed me exactly what to do.
I have now changed hosting companies and you know what – it went without a single minute of down time. An entirely different, and almost pleasant experience, when compared with my Pacific Host debacle.
Having moved my sites, I thought I would apply for a refund for the remaining hosting outstanding at Pacific Host. From my initial request I had to respond to no less than 5 emails asking me to stay and wanting to know how they could help me. Each time I said the help was needed a month ago not now, and could they help me with the refund. After filling out the right forms and answering all the emails (if I didn’t – my hosting wouldn’t be cancelled and billing would continue), I then find out that they will not be refunding me anything. Apparently, their terms that “I agreed to” only allow for a 45 day right of refund – after that, screw you.
So I didn’t get any form of refund. But I did get shot of hosts who only seem to be helpful when you are signing up, or looking to unsignup. Once they have your money they are much less interested in your welfare.
PACIFIC HOST REVIEW ENDS
Who do I recommend for hosting?
It is early days yet obviously, but I have never had the level of support from any other host that I am now getting with my current host. And what is more, they are cheaper. So if you are looking for hosting I highly recommend
http://www.facebook.com/PremiumHostingIndia
You will notice that is a Facebook fanpage link – so no commissions, no rewards for recommending them. Just giving you my opinion of a great hosting alternative so you don’t have to go through the hosting agonies I have been through.
(After almost 1 month PremiumHostingIndia still doing a great job, and supplying excellent customer service – long may it continue).
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UPDATE:
I discovered this report about servers being hacked http://thehackernews.com/2011/09/inmotion-hosting-server-and-trinity-fm.html
When I was talking to my good friend Ed, the man behind the best WordPress Security Plugin, and he told me that one of the most common hacking methods is currently to go after the hosting servers where the hackers go after the accounts database on the Sever and steal user account info and then just have their hacking script run off of the list of accounts and domains.
Then they can just mass upload files or inject code into specified file names: index.php, put a new index.html file in the root, inject code into the root .htaccess file and replace or add a new .htaccess file altogether.
Which all sounds very familiar. As it was just after Pacific Host had been down for an extended period, that I discovered my CPanel was rife with added index.php files. Remember, this was the hosting company that offered me no help in correcting the problem – although they did offer to sell me a security affiliate product soon after.
Is this more than a coincidence PacificHost.com?