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  • FIRST POST
    • duckman121
    • By duckman121 10th Jul 17, 4:00 PM
    • 10Posts
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    duckman121
    Euhost.com complaint problem server ransom hacking!
    • #1
    • 10th Jul 17, 4:00 PM
    Euhost.com complaint problem server ransom hacking! 10th Jul 17 at 4:00 PM
    Hi guys

    So I am a website owner who relys on his websites to earn a living, i recently put my websites on
    I post this out of sheer frustration and annoyance at how I have been treated by this company, on Thursday night all my websites were just showing errros on the pages.

    So contacted the live support who after a few hours or looking around said we are sorry but your server has been ransome hacked we cant do anything, we want to format the server please give us the go ahead ?? which means someone hacked and encrypted everything and you have to pay to get it back

    I was like WHAT everything was on that server ???? they said we will look into it more, and on the friday evening i was called and told well actually we think we have resolved this, great i thought they got them back.

    Only to wake up saturday morning to another email saying, sorry we couldnt get anything back you have been hacked we tried but cant do anything sorry.

    I went to live support ( as there is no customer services on sat or sun) was told that someone would call me back, this was 1 o clock, no oen called me, Saturday or Sunday.

    I rang today to complain, and argue the fact that i have lost everything and its going to cost me well in excess of £500 to put all this right thru no fault of my own.

    Spoke to john who was reasonably sympathetic only to be called back an hour later and said well actually we will give you a free months service £40, and also told i would have 3 months free backups (which really is pointless as i have nothing to back up anymore how stupid can you get) also when i refused this offer, the customer service agent said well we can cancel your account now on the line if you like, great thanks a lot!

    It is really a bitter pill to swallow to lose everything, and then have to foot the bill to fix everything thru no fault of your own, and i know what some people will say why didnt you hack it all up, well i had 40 gigs of stuff on my server which is very hard to back up

    To make an offer of £40 its pretty pathetic i think, the amout of time i spend chasing people calling people, with very little sympathy from any of the staff at EUhost they do not seem to understand this affect my bills my lively hood, and i am now forced to rebuild and pay them for hosting at the same time !!!

    JJ
    Last edited by duckman121; 14-07-2017 at 7:19 PM.
Page 1
    • wealdroam
    • By wealdroam 10th Jul 17, 4:13 PM
    • 18,650 Posts
    • 15,552 Thanks
    wealdroam
    • #2
    • 10th Jul 17, 4:13 PM
    • #2
    • 10th Jul 17, 4:13 PM
    So you hadn't made any backups of your business website?

    This is a consumer rights forum and your contract appears to be a business to business one, and as such you are reliant on the terms of your agreement with EUhost.
    Last edited by MSE ForumTeam5; 12-07-2017 at 11:36 AM.
    • cono1717
    • By cono1717 10th Jul 17, 5:00 PM
    • 633 Posts
    • 438 Thanks
    cono1717
    • #3
    • 10th Jul 17, 5:00 PM
    • #3
    • 10th Jul 17, 5:00 PM
    and i know what some people will say why didnt you hack it all up, well i had 40 gigs of stuff on my server which is very hard to back up
    Originally posted by duckman121
    Well not really since they clearly offer a backup service...

    As stated above though the terms of loss will be based on your contract, I can imagine they have a liability clause in there.
    • angryparcel
    • By angryparcel 10th Jul 17, 5:38 PM
    • 910 Posts
    • 520 Thanks
    angryparcel
    • #4
    • 10th Jul 17, 5:38 PM
    • #4
    • 10th Jul 17, 5:38 PM
    [B][B] i know what some people will say why didnt you Back it all up, well i had 40 gigs of stuff on my server which is very hard to back up
    Originally posted by duckman121
    Not really, get yourself a cheap $2 VPS ( i use a $2.50 server with 100GB space), install cPanel DNS only (free) and then either purchase cpremote $5 a month or jetbackup $3.95 a month and backup your server accounts.

    If you have lost everything then i would just tell them to close account and you can go elsewhere. and when you do install CSF (free) on server.
    Last edited by angryparcel; 10-07-2017 at 5:43 PM.
    • angryparcel
    • By angryparcel 10th Jul 17, 5:46 PM
    • 910 Posts
    • 520 Thanks
    angryparcel
    • #5
    • 10th Jul 17, 5:46 PM
    • #5
    • 10th Jul 17, 5:46 PM
    it is clear they are not UK based as the site is in German. this is the liability clause in their terms

    7. Liability

    7.1 We assume no liability for direct damage, consequential damage or loss of profit due to technical problems and disturbances within the Internet which are not within our sphere of influence.

    7.2 We shall not be liable towards entrepreneurs in case of slightly negligent breach of immaterial contractual obligations. This does not apply in all cases of personal injury and in accordance with the Product Liability Act.

    We shall be liable for indirect damages and consequential damages as well as for loss of profit against entrepreneurs only with intent and gross negligence. In this case, our liability is limited to the foreseeable damage, max. To 100% of the annual product rental.

    7.3 If the customer infringes the obligations stated in clause 6, in particular against legal prohibitions or good morals, he shall be liable to us for the compensation of all direct and indirect damages arising therefrom as well as property damage. In addition, the customer undertakes to release us from claims of third parties - of whatever nature - resulting from the illegality of content placed on the internet. The obligation to release also includes the obligation to release us completely from legal defense costs (eg court and legal costs).
    • duckman121
    • By duckman121 10th Jul 17, 7:43 PM
    • 10 Posts
    • 0 Thanks
    duckman121
    • #6
    • 10th Jul 17, 7:43 PM
    i know
    • #6
    • 10th Jul 17, 7:43 PM
    yes i have actually told them i wont be keeping it, but when i said that the woman on the phone just said do you want me to cancel it now while your here then !
    • duckman121
    • By duckman121 10th Jul 17, 7:59 PM
    • 10 Posts
    • 0 Thanks
    duckman121
    • #7
    • 10th Jul 17, 7:59 PM
    no i didnt
    • #7
    • 10th Jul 17, 7:59 PM
    I had only just moved the websites, so I didn't have backups a few minor ones but like I said I had 40 gig you wanna try downloading that to your PC, the point is it shouldn't ever happen anyway, and am sure they have plenty of get out clauses and won't do a thing either, but actually it's the fact they don't care that really bothers me, and the fact I am just another number, i spoke to like 10 different people and have to explain the situation to everyone, who really didn't seem that arsed, no one likes to be treated like that especially when something awful happens.

    I didn't ask for them to pay for my sites rebuilding i asked for a gesture of goodwill, but there was little point asking someone who doesn't care anyway.
    Last edited by duckman121; 10-07-2017 at 8:08 PM.
    • Ectophile
    • By Ectophile 10th Jul 17, 10:09 PM
    • 2,789 Posts
    • 1,719 Thanks
    Ectophile
    • #8
    • 10th Jul 17, 10:09 PM
    • #8
    • 10th Jul 17, 10:09 PM
    There are people who know why they need to keep backups, and there are people who are going to find out why.

    Computers die. Hard disks crash and web sites get hacked. If you weren't paying for their backup service, then they will just assume that you're keeping your own backups.

    Ultimately, their contract doesn't make them liable. As a business, you read their terms and agreed to them. There's precious little you can do other than learn from it and move on.
    If it sticks, force it.
    If it breaks, well it wasn't working right anyway.
    • angryparcel
    • By angryparcel 10th Jul 17, 11:23 PM
    • 910 Posts
    • 520 Thanks
    angryparcel
    • #9
    • 10th Jul 17, 11:23 PM
    • #9
    • 10th Jul 17, 11:23 PM
    It costs me approx. £6 for a cheap server and jetbackup licence to backup my own server (152GB used). i have this scheduled to backup at 4 am in the morning and it is done in less than 1 hr as after the initial backup it does incremental backups (only backs up any changes made since the last backup) and it does this daily
    • mattyprice4004
    • By mattyprice4004 11th Jul 17, 12:04 PM
    • 3,504 Posts
    • 2,928 Thanks
    mattyprice4004
    You have no complaint.
    Backing up is your responsibility. It's only 40GB of data - it's not 1992 anymore, 40GB doesn't take long to download.

    Over a rather standard 80MB fibre connection (bearing in mind people working in IT and buying hosting etc will usually have a relatively fast connection) 40GB would take just under an hour and a half to download locally.
    Chuck it on a cheap pen drive, rinse and repeat every week.

    You only have yourself to blame, I'm afraid.
    This post may sound harsh, but we're here to help people with the truth and facts - not to dress it up.
    • forgotmyname
    • By forgotmyname 11th Jul 17, 1:32 PM
    • 26,034 Posts
    • 10,383 Thanks
    forgotmyname
    40GB? When i first got Fibre i downloaded over 600GB in a single month.

    I would often download 300GB on a 4MB connection prior to that.

    How did you get the 40GB onto the server? Not having a backup of a website that you rely on is madness.

    I have use part of mine to upload random pictures to this forum and even that is backed up.
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • mattyprice4004
    • By mattyprice4004 11th Jul 17, 2:20 PM
    • 3,504 Posts
    • 2,928 Thanks
    mattyprice4004
    40GB? When i first got Fibre i downloaded over 600GB in a single month.

    I would often download 300GB on a 4MB connection prior to that.

    How did you get the 40GB onto the server? Not having a backup of a website that you rely on is madness.

    I have use part of mine to upload random pictures to this forum and even that is backed up.
    Originally posted by forgotmyname
    You're forgetting the important part - it's always someone else's fault!
    • takman
    • By takman 11th Jul 17, 2:42 PM
    • 2,821 Posts
    • 2,359 Thanks
    takman
    I had only just moved the websites, so I didn't have backups a few minor ones but like I said I had 40 gig you wanna try downloading that to your PC, the point is it shouldn't ever happen anyway, and am sure they have plenty of get out clauses and won't do a thing either, but actually it's the fact they don't care that really bothers me, and the fact I am just another number, i spoke to like 10 different people and have to explain the situation to everyone, who really didn't seem that arsed, no one likes to be treated like that especially when something awful happens.

    I didn't ask for them to pay for my sites rebuilding i asked for a gesture of goodwill, but there was little point asking someone who doesn't care anyway.
    Originally posted by duckman121
    Even on a slow ASDL connection you could download that in less than a day.

    It's crazy that you had no backup at all when you rely on the website/s to earn a living, especially when you actually paid to get the website made.
    Like the saying goes; if data is not kept in at least 3 places then it doesn't exist!.

    But also you should spend some time and learn how to make websites yourself, it's pretty easy and you will save yourself £500 by not having to pay someone to do it.
    • angryparcel
    • By angryparcel 11th Jul 17, 4:18 PM
    • 910 Posts
    • 520 Thanks
    angryparcel

    It's crazy that you had no backup at all when you rely on the website/s to earn a living,
    Originally posted by takman
    It is, I see it every day with clients when they moan their site has gone down and do i have a backup. lucky i do daily backups for safety really incase servers go down. even though i have it in large letters at the top of all cpanels that they must take their own backups i am amazed at how many don, or they will take a cpanel backup saved to their account ( which defeats the object)
    • paddyrg
    • By paddyrg 11th Jul 17, 5:45 PM
    • 13,079 Posts
    • 11,141 Thanks
    paddyrg
    Managed Shared Server
    The ideal entry solution
    This variant fits, when you have a small or medium-sized web page and database work, or just get into it. The hosting of multiple customers on a single server, with guaranteed memory utilization, is cheap and reliable. You have additional configuration options and your data are completely secure due to the automatic backups.
    Depending on your exact package they may have a breach of their own package terms here? Either way, not having your own offsite backup is probably an error TBH.

    Try looking on archive.org or google cache to see if they have a snapshot you can use to rebuild some content?
    • forgotmyname
    • By forgotmyname 11th Jul 17, 9:08 PM
    • 26,034 Posts
    • 10,383 Thanks
    forgotmyname
    You're forgetting the important part - it's always someone else's fault!
    Originally posted by mattyprice4004

    Probably my fault then. Installing random malware to my site to see what kills it and what doesn't

    It should have been secure though, they only ask for a 6 character password and "password" = 8 characters so it should have been secure right?
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • duckman121
    • By duckman121 12th Jul 17, 8:37 AM
    • 10 Posts
    • 0 Thanks
    duckman121
    I am rebuilding my sites using the archive site and some older backups (i did have some), and I do accept some responsibility for not backing EVERYTHING up, but the server people should accept some too that was my argument.

    Still shouldn't have happened, and backing up my websites daily is not a practical use of my time i know you can backup in the control panel i was doing that however the backups took my server disk usage to 90 % so i removed them plus i had only just moved my sites to this server, however, I have learned a lesson in some ways, there is only one person you can rely on in a crisis and thats yourself.

    Actually, my the main issue is the way it was all handled, it is very easy when this happens to say well you should have backups, like eukhost borrowing a Ferrari and then crashing it and saying well you have insurance don't u, either way I still lose out through not fault of my own.

    If someone had said sorry properly and actually returned my calls then I probably wouldn't be so !!!!ed off, instead I have to start asking to speak to managers blah blah wasting more or my time.
    • angryparcel
    • By angryparcel 12th Jul 17, 12:39 PM
    • 910 Posts
    • 520 Thanks
    angryparcel
    backing up my websites daily is not a practical use of my time
    Originally posted by duckman121
    It does not need to take any of your time as i mentioned, plenty of backup services out their Rsoft, cPremote, jetback etc for a few £ a month and once set up these will backup daily automatically without you having to do a thing.
    • angryparcel
    • By angryparcel 12th Jul 17, 12:44 PM
    • 910 Posts
    • 520 Thanks
    angryparcel
    They do seem to have some good reviews

    https://uk.trustpilot.com/review/www.eukhost.com
    https://gb.hostadvice.com/hosting-company/eukhost-reviews/
    http://www.reviewcentre.com/reviews152908.html
    Last edited by angryparcel; 12-07-2017 at 2:03 PM.
    • shaun from Africa
    • By shaun from Africa 12th Jul 17, 1:25 PM
    • 9,595 Posts
    • 10,756 Thanks
    shaun from Africa
    and backing up my websites daily is not a practical use of my time
    Originally posted by duckman121
    Ensuring that you don't lose data that you rely on for your business is not "a practical use of my time"?

    Does this mean that if/when you get your website up and running again, you still won't back it up?
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