Locked out of FTP on Tsohost

Every time my IP address changes, Tsohost blocks my FTP login, requiring me to raise a ticket which can take days for Tsohost to read. They told me I should get a VPN or a static IP from my ISP, neither of which I want.

Is this normal for Tsohost?

No problem here logging in to my account public_html folder with Filezilla and my IP changes every day.

p.s. I'm surprised to hear about the response times you're experiencing. I've always found them to be very good, in fact I don't think I've ever raised a ticket that wasn't answered within a couple of hours. The Covid effect no doubt

Edited by longedge (Thu 17-Sep-20 17:11:38)

In reply to a post by longedge:

No problem here logging in to my account public_html folder with Filezilla and my IP changes every day.

Thanks, this strengthens my suspicion that certain blocks of ISP ranges are whitelisted for FTP, but not the Plusnet pool of IP addresses I am currently assigned.

If it helps you to troubleshoot further my IP today is 81.174.208.xxx

p.s. - the most recent problems I've had were TLS related although all sorted now.

Edited by longedge (Thu 17-Sep-20 17:39:31)

Thanks, I will ask them about whitelisting my ranges. They cannot be whitelisting every individual IP address one by one, their support staff would be doing nothing else.

The FTP logs in and gets as far as retrieving a directory listing before timing out. When they whitelist my IP, the directory listing succeeds.

Especially annoying considering the ticket response times, one reply took three days. https://imgur.com/zqQIRXt

In reply to a post by longedge:

p.s. I'm surprised to hear about the response times you're experiencing. I've always found them to be very good, in fact I don't think I've ever raised a ticket that wasn't answered within a couple of hours. The Covid effect no doubt

TSO support is absolutely appalling compared to how it used to be before they were subsumed into the Godaddy empire. My last ticket took THREE MONTHS to resolve and cost me many, many hours. Attempts to get some sort of compensation fell on deaf ears, they gave up responding to my complaint ticket.

This is their latest reply. It looks like I will have to raise a ticket every time my IP address changes. https://imgur.com/cKBbHtp

It would appear only to apply to CPanel at the moment then.

Just to test it out, I just logged in to my account home page and then to the cloud hosting control page without a problem (not logged in there for months). I normally do updates on my PC and just FTP updates direct with Filezilla.

Ah, I should have said it's a cPanel account. Tsohost don't sell the legacy Cloud hosting anymore.

In reply to a post by Oliver341:

Ah, I should have said it's a cPanel account. Tsohost don't sell the legacy Cloud hosting anymore.

Not long ago cPanel was the legacy hosting!