Two weeks ago our main website, www.MagicUnlimited.com, was hacked. Within an hour or so Brendan had fixed the site and we were back in business.
A few days later or webhost, BlueHost, cancelled our account and gave us 15 days to pack up our site and get out of town. A sort of electronic eviction because we'd been hacked.
The same thing happened earlier this year to our Australian Institute of Magic site. A quick google will reveal a lot of sites get hacked on BlueHost then asked to leave. It's not unreasonable to assume that perhaps the weak link making them vulnerable to attack is actually the host... but that's another story.
Anyway, we signed up with another host, Astang, who advertised 24/7 support, live chat support, all seemed good and the transfer began. Unfortunately, there were some hiccups and we contacted the 24/7 support - repeatedly. We all tried the live chat support, which seemed to be offline... a lot! So, Friday through Monday was a constant stream of one way communication with me emailing them and getting no reply.
On Monday morning I'd had enough and signed with InteractiveOnline, who not only answered all of my tech support questions, but offered to migrate our entire site for us. A few hours later it was all done.
Meanwhile Astang emailed me wanting to let me know that they'd sorted out our problems by deleting and re-establishing our account and all we had to do was to reupload our site on their server. I explained that because of their lack of communication I'd signed with another server, our site was already up with them, and I'd like a refund. He apologised for the lack of response to my emails saying he was sorry for the delay but it was the weekend and they normally have few support people on weekends...
To Astang's credit, a refund was promptly issued.
And then today, Wednesday, I got this reply to one of the emails I sent on Friday.
Are you still encountering this issue? We are unable to duplicate this issue on our end.
Please do get back to us if we can be of further assistance.
Astang IT Solutions
Quality & Affordable Web Hosting