Now I know it's been a while since this thread was started but I'm going to post anyway...

I've had the above issues with Namesco 3 times (!) in the past 12 months. I have a reseller hosting package with Names and I host about 45 websites with them.

And I've had a good handful of those hacked with malicious code - and once, every website was hacked in one night.

Namesco have always blamed us - they say the compromise was from within my office and that one of the PC's with FTP access has a virus. However I since found out that there's no way it could be the 'FTP PC' (as we call it in the office) - it's checked every day for virus's and spyware using 4 different systems - Kaspersky, Norton, SecuniaPSI and Malware Bytes. That PC accesses all 45 of our Names domains, as well as over a hundred other websites that aren't hosted by Names. And yet it's always Names-hosted websites that are hacked.

I tried to point this out to Names and they were very rude about it - I wasn't treated like a paying customer at all. And in fact, when I complained that I'd also had trouble getting through on the phone all day, the woman slipped up by saying that "we've had hundreds of calls today from customers with this Hacked problem which is why you couldn't get through."

My fault then? Obviously not! They can't even get their story straight.

Namesco aren't the same company they were when I first joined back in 2004. They are under new ownership and no longer care about their customers.

Do avoid, if you want to keep your website - and therefore your office - virus-free.

Meantime, I now have to transfer 45 domain names and websites to another reseller hosting company. Can anyone recommend one!?

If the malicious code was JS, these are often inserted by insecure scripts, possibly owned by other users on the server.

Unless they have provided you the logs showing your account was 'hacked' by FTP from your IP address, I'd take that with a pinch of salt!

Matt

Yes I know, they are full of bull...

And incidentally, the very first time I was hacked, about a year ago, they blamed me for having an easy to hack password... My password was a 21 digit, upper-and-lowercase password using numbers and even an exclamation mark in it.

They actually seem to think I'm a monkey that has no idea how the internet, or hosting, works. Being patronised and insulted by some 17-year-old 'tech support' schoolboy is the nail in their coffin as far as I'm concerned - they'll no longer be getting £600 a year from me.

In reply to a post by Reverend2010:

Meantime, I now have to transfer 45 domain names and websites to another reseller hosting company. Can anyone recommend one!?

I would give serious consideration to Nethosted. Even though they don't have telephone support, tickets are answered within an hour, and they work to clear any problem - even to helping with coding problems.
Head over to their forums to see many satisfied customers!

I have had a reseller account with them for a couple of years now, although I only have a dozen domains, and I am delighted with the service I have had from them.

Thanks I will definitely check them out. I've also been looking at Heart Internet... Their features list is pretty amazing and they are a good price, but I have no idea what they are like.

Anyone with experience of Heart Internet's reseller package?

Post deleted by billford

Hello Reverend2010

I'm sorry to hear of your frustration. The company that you're describing - a company that doesn't care about it's customers and is constantly rude to them - doesn't sound at all like the company I know. As you may know, we've won the 'Best UK Shared Hosting' ISPA award for two years running now (as a trawl through the historical news articles of this site should tell you) and I doubt we would have won those if we treated customers in the manner in which you're describing.

With regards to the FTP compromises you're talking about, we provide a facility where you can disable FTP in your online control panel, which would completely nullify this sort of attack. You can go in and temporarily enable whenever you need to update your site and then disable it again after.

We've also increased the intensity of our monitoring scripts and we'll disable FTP for you as soon as we see any suspicious activity with your username, such as multiple logins from different IP addresses, or if one of the files on our blocked filename list gets uploaded.

There are other hosting companies who disable FTP across the board at 0:00 each night - we did briefly consider that but decided against it as it would inconvenience too many customers. If we didn't care about our customers we would have just set that in place.

It certainly sounds like you've done all the usual things that we suggest. Please try disabling FTP on your domains and, if this happens again even with FTP disabled, let us know and link to this thread in your email.

Try 1and1, they have phone and ticket support and are quick to react.

In reply to a post by namesco:

I'm sorry to hear of your frustration. The company that you're describing - a company that doesn't care about it's customers and is constantly rude to them - doesn't sound at all like the company I know.

Well I'd like to know what department you work in because not only is that the experience I've had with Customer Services and Tech Support, I've had the same experience on more than one occasion.

Also, I've put a few people onto Namesco in the past (people for one reason or another I didn't want to host myself) and one of them has had some awful things to tell me about how she was treated by Tech Support. She's not good at all when it comes to anything techy but she was treated like an inconvenience by Tech Support and fobbed off with misleading information.

So, I'm sorry 'namesco' but I do not agree that your company looks after it's customers. I've had more cause to complain to Names in the past 2 years than to any other supplier I've used in the 12 years my company has been trading.

In reply to a post by Reverend2010:

Meantime, I now have to transfer 45 domain names and websites to another reseller hosting company. Can anyone recommend one!?

I can heartily recommend Tsohost from my experience so far. I'm not using their reseller package (yet), just Pro hosting, but every ticket I have raised has been answered satisfactorily within 5 minutes. Now that is real support.

http://www.tsohost.co.uk/reseller-hosting.php

P.S. I used Namesco in a former life, and before that Simply Names, whom they took over, and I found that service was generally good, but tended to deteriorate as they got bigger, a common problem I fear.

Edited by kasg (Mon 29-Mar-10 19:18:21)