Hello dear friends, Houston I have a problem!

After being some time a reseller and having an account at BGFWeb people returning from my work, I wanted to check my account for some of my clients.
But I got the following message hitting www.makserver.com

This Account Has Been Suspended
Please contact the billing/support department as soon as possible.

I checked all of my mail but did not see any mail from them warning that my account has been due to re-new as I normaly will get with my domain register such as Godaddy

Now a minute ago after 5 hours waiting for the billing account to contact me they wrote me that they have send me already 2 weeks emails as I have been recieving emails of them (support) as their IP have been on many spam listings here and I asked them to solve this problem.
But not ONE email I have been recieving from the billing account!

Please any one what can I do?
I would highly thank any one who got some ideas?
In advance thanks!
Peter John

I'd try switching to a new host. not much else to do unless u call them

Hi yes I tried that but they do not offer any phone service also their so called live chat support is mostly offline!
What they replied to me just now that they contacted me 14 days which is not true as I never received any mail from them.
Well they could contact me on my official email address which as normal is webmaster@makserver.com as this is clearly written on the website and on the WHM!
Now they are trying to make it look that its my mistake

I paid the bill and will move all my clients soon also I have over this year only brought them many clients and I also will advise them to move before the end of the billing period.

Very bad service and I am really angry on them instead of an apology from their side they make it look that all has been my error!
Also follow the discussion on their forum about this: http://bgfweb.net/forums/index.php?showforum=2

I just read through the thread and in all honesty the person you were talking to from BGFweb sounds pretty reasonable to me. Most companies are going to send an email to the main contact addressl you have listed with them and aren't going to look around for other email addresses you might use.

As a web host myself what they're doing is pretty standard. Once the bill became overdue they were nice enough to keep the account open for another 2 weeks. Unless I personally knew the owner of the account I would actually have closed it the day it became overdue. In fact my system is set up so that if the card doesn't go through the account becomes immediatley suspended.

Your web host isn't responsible for knowing whether or not you got the email they sent. There could be a variety of reasons why you might not get it none of them being the responsibilty of the person sending you the email. If you want emails from them to come to a different address just change that in your account details.

You're certainly free to switch hosts, but like I said the BGFweb seems pretty reasonable to me. I don't think they are doing anything wrong here. At most this is a simple misunderstanding that is easily resolved by paying the bill which it seems you have already done. I really wouldn't expect other web hosts to have done anything differently.

I do agree with Vangogh.
There were many similar cases and most of it because the email was accidentally caught by Email Filtering, or sent to Bulk Email, or the server was temporary blacklisted by SPAM List Provider.

Makserver, you should check your bulk email or try to turn on the SPAM Box and see it to make sure there's no valid email that was caught.

In some cases, I use two email (you can get the other one FREE from Yahoo, GMail, or Hotmail) and periodically check the Bulk to make sure there is no valid email in there. You should easily ask their support to make sure they will sent to both emails.

Hello thanks for the replies but I have been communicating with BGFWeb for over 5 months now from another email address!
Also I have noticed them about this change.
Also if you write to the old one you receive an error message that this email (user name) does not exist so they got this also.
Again writing them and receiving emails from them on both new contact email will surly put them in error to use again the old one.

Also I wrote to them a question about 2 months ago and stated that I wanted to upgrade my account but also I received an automatic reply but no personal email back.
They do have a problem in communicating as when I read all the history they do write to the right email address since 5 months only now they claim they have send me 2 weeks non stop emails as they can’t charge my CC!
Also charging automatic is not allowed in lots of European countries and as an extra security from different companies running credit cards you have to call them first and let them know which amount you like to reserve for each transaction by internet!
Also I have no spam filter besides their own build one in their servers so if they put them self on the spam list…

When I paid also I received some email from them ( this i saw as soon as my account started to work again) this also from their billing apprtment! BGFWeb to contact+makserver.com well if they close an account its clear that this email also will not work..
Again a prove that they have all emails and they know how to find me.
I have wrote them 2 official emails addresses how to contact me this is bosse+kvkmk.org and webmaster+Makserver.com they used contact+makserver.com and an old one which will send and error to sender that this one does not exist so they know.

Again support wrote me to the requested email already 5 months so its not my mistake so please do read all my comments!

I hope you realize I wasn't blaming you for what happened or just saying it was your mistake. I think what happened was more of a misunderstanding than anything else. It just doesn't sound like a really big deal. I won't pretend to know how BGFweb has things set up on their end, but with many companies just because you communicate with one department with a certain email address doesn't mean every other department there will have that email.

From what I could tell from the thread you posted they send the billing emails to one master email address that's listed in your account. Why not just change that address to the one you want them to use and then you would get the emails they send.

That message was possibly an automated response which is just going to read what they have listed in your account.

Again I'm not saying this is your fault, but I don't think BGFweb did anything wrong here either. Just a misunderstanding that's easily sorted out and once sorted out shouldn't happen again.

Yep I did send them an email changing also the account and I did send sales an email requesting an upgrade for my account this has been in April 2006.
They replied as an automatix message but after that never again!
See the quote:

----- Original Message -----
From: <support@bgfweb.com>
To: <contact@makserver.com>
Sent: Sunday, April 16, 2006 11:44 AM
Subject: [BGFWeb Support #BDN-16481-342]: extra webspace needed

So I do strongly believe that it their mistake and not mine.
Also VanGogh what would your customers think, going to the website of their hosting service and see that the account is suspended?
This is great damage for any company

I agree that if your customers saw your site down it's not good for business, but the idea is that it wasn't shut down until after the bill was left unpaid for two weeks. It shouldb't be too hard to ensure you've paid the bill on time.

I am sorry this had to happen and again I'm not saying you're at fault. It really does sound like a miscommunication to me that caused everything.

If you did send them the emails to change the account address and request the upgrades which it sounds like you did then yeah they should have been more responsive. Maybe they really are lacking in their support like you say. I'm just not sure you'll find the situation very different with another company.

With my business I'm pretty much a one man show and one of my selling points is the level of customer service I can supply. So if you had sent me an email to my support address I would still get it and make sure to change things for you. But I do know that's not always going to be the case with a larger company where different departments aren't always in contact with each other even if we think they should be.

Have you decided to move to another host? Or are you fixing things with the company and leaving your site with them? I mainly ask since the issue you're having with BGFWeb seems like it's easy enough to resolve. I agree it would have been better not to happen in the first place, but in the end it might save you work and time to work things out with them than it will be to move everything to another host. Of course if you don't feel like you can trust their support and think something like this might happen again it might be better to move to another host you can trust more.

Which is why some webhosting companies have their own website on another server instead of being housed together with the clients. Being housed with the clients, any downtime for you will also mean that clients will not be able to get in touch with you.

Webhost should be on the same server as client: then they'll be forced to ensure customer sites are up. I had a webhost, Veoweb.net, where our sites were down at least 10 hours a month every month, yet their own site never went down once as far as I know in 6 years.

Sorry to hear about your experience Peter John - terrible.