DataPacket.net

[Festive Hosting]

I am writing in regards to our experience with DataPacket.net.

In June 2005 we signed up for a DataPacket.net reseller account. On December 7, 2005 I received an support ticket from a client indicating that his account had been suspended. I attempted to log in to my DataPacket.net account and noted that my account had too been suspended. At 6:32 AM I submitted a support ticket inquiring as to the suspension, and subsequently called during "business hours", but had to leave a message due to no one being available. At 3:42 PM, roughly 9 hours later, I received a response to my support ticket indicating that one of my resold accounts contained "illegal software", that my entire reseller account had been suspended as a result, and that I would accquire a $25 fee to reinstate my account. I replied that I did not believe that it was necessary to take such extreme measures to this issolated incident and that I would like the issue resolved as soon as possible. The response that I received from DataPacket.net is as follows:

"Your clients are extraneous to us. You are held responsible for all activity within your account. If you can not pay the fee, we will have to close the account. Please let us know your decision.

----
Jonathan Bennett
Customer Service
Data Packet Networks
Toll Free Telephone: 1-800-381-9167 EST Business Hours.
Local Phone: (321) 256-1921 EST Business Hours.
Email: service@datapacket.net
WebSite: http://www.datapacket.net "

The definition of "extraneous", according to the American Heritage Dictionary, is interesting. AHD defines extraneous as:

1) Not constituting a vital element or part.
2) Inessential or unrelated to the topic or matter at hand; irrelevant. See Synonyms at irrelevant.
3) Coming from the outside: extraneous interference.

A simple "we don't care" attitude in my opinion.

I am not disputing the statement in which resellers are responsible for the accounts that are resold. However I do not feel that it was necessary to suspend the entire reseller account. Additionally I feel that I should have been notified, at some point, of the suspension. I should not have had to wait for e-mails to begin coming in to learn of the action that had been taken.

[bbennett]

C:\Domains\b786.net\wwwroot\ma\
AddWeb.Website.Promoter.Pro.v7.2.5.5.Incl.Keygen.a nd.Patch-ORiON

The facts are when we become aware of serious abuse such as illegal content we suspend the domain, the user account and the reseller account until resolved. The other user accounts and domains under the reseller are not affected.

The former client refused to accept responsibility and then after his account was closed he stated he contacted his user and the user wanted to the pay the administrative fee.

[Festive Hosting]

Mr. Bennett:

I had contacted you in an effort to resolve the issue, but the only thing that DataPacket.net was interested in was a $25 reinstatement fee. Additionally I don't believe that one issolated incident could be classified as "serious abuse". And finally, when I contacted you in an effort to retrieve the client's databases and files that were stored on the server, I was advised that it was "too late".

However, as I stated in my origional post, I do accept responsibility for my resold accounts, however I can not say that I appreciate the "don't care" attitude that has been expressed by DataPacket.net.

[Steve-WebGuy]

Thanks for that information. Any updates on this?

[Festive Hosting]

They terminated our account and refused to allow us to retrieve any of our data from the server without paying them a reinstatement fee. Since this incident we have learned that there have been a history of issues with DataPacket, and I'm sure more will follow.

[Steve-WebGuy]

Originally Posted by Festive Hosting

They terminated our account and refused to allow us to retrieve any of our data from the server without paying them a reinstatement fee. Since this incident we have learned that there have been a history of issues with DataPacket, and I'm sure more will follow.

I've heard many complaint about similar situations with various web hosting companies. Usually it's the customers fault for not reading the terms of service.

[Brian315]

That's a rough deal. You should try and give them a call.

Phone calls tend to be more persuasive.

[TerpFan]

Threaten to take them to the BBB.

[Brian315]

^^^ that usually works too.

[wremedia]

I run a company that does web work for reale state agents. I purchased a reseller account from datapacket to host my clients sites. Since I signed up I have recieved a huge amount of downtime despite the 99.9 gaurantee. In addition they recently had a server crash, resulting in a very long down time. The end result was that all of my clients site files for two of the sites I was hosting were lost. My coompany site came back fine so I did not think there could be to much problem. My clients continued to call one after another asking why thier site was not up. Come to find out all files were lost, datapacket knew about this and didnt even tell me. So much for the claim that they offer daily file back up. Also, the customer service is terrible. They claim to offer 24/7 support. Far from true. It is typically to wait ours after submitting a trouble ticket. They also advertise a 1-800 number. If you call this you might get lucky and be able to leave a message but more than likely wit will ring a couple times and disconect you. I have called at least 100 times and have never spoken to anyone. In the long run they have cost me a lot of money and have caused my clients to go to a different company or to loose trust in me. I absolutely hate datapacket. I could go on and on about the technical problems I have had with them and thier lack of tech knowledge but I am sick of complaining about them and need to focus more time on finding my new host!