My account was suspended

[fletchto]

Hello,

X10Hosting said my account was suspended for malicious content. I have no malicious content hosted on my webpage, the only things I had on my webpage were school projects. How can I get this issue resolved. My appeal said that they emailed me but I have not received an email. If I cannot get my account back can I please get my projects off of them. I need them to hand in to my teachers

Thanks,
Matt

 

[fletchto]

I need to get some files off of it for tomorrow please :S

 

[essellar]

Check your spam/junk folder for replies to your appeal. If your account is going to remain suspended, you will not be given access to any files/data. The Terms of Service are pretty clear about it:

6. System Backups

Backups are the sole responsibility of the customer. x10Hosting retains and offers backups to the customer but does not guarantee this service from failure. It is recommended all customers keep their own backups. Backups will not be provided to account holders who have been suspended for breaching the terms outlined on this page.

8. Suspensions

If an account is suspended for a breach of the Terms outlined above the account holder will immediately forfeit all rights to the account in question including access to any and all files and\or databases located within the account. x10Hosting is under no obligation to provide backups in full or partial to an account holder that has been suspended.

 

[fletchto]

Check your spam/junk folder for replies to your appeal. If your account is going to remain suspended, you will not be given access to any files/data. The Terms of Service are pretty clear about it:

I've checked my deleted, spam and inbox and its not there :S.

I don't even know why I was suspended -- There were no malicious files hosted at all.

 

[Livewire]

On May 8th your original dispute was accepted due to a compromise of your account, which resulted in a Wells Fargo phishing page being uploaded to your account.

Your account has been compromised, and malicious software uploaded to it as a result.

I have removed the malicious software and will lift the suspension shortly, however due to the compromise the old public_html has been renamed to public_html_compromised. Do not move these files live without confirming that they are not infected/compromised; if at all possible, I would recommend abandoning them altogether and starting with fresh, vendor supplied files.

In any case, you need to immediately re-secure the account - if it would be compromised again in the future, we will not be able to lift the suspension.

On May 18th, 10 days after the original dispute was accepted and you were informed to re-secure the account, the account was re-compromised with two new phishing pages.

Unfortunately with the same account having been compromised twice within such a short period, and hosting highly malicious phishing pages in both compromises, we cannot lift the suspension again. This was advised in your second dispute on May 18th; we cannot allow accounts to continue to host malicious pages/files, or we can be held liable under current US Law.

 

[fletchto]

Which pages were the phising pages (like the file names and directory they were in? I don't even know what wells fargo is. I'm thinking my account may have been recompromised because I never modifyed my password. I've never uploaded any illegal or malicious pages to my website. Are you sure you don't have me mistaken for someone else? If so can you please email me a copy of my files to the registered email? I really need them to hand in to my teachers -- I know its my fault I didn't make backups but I really need them.

 

[essellar]

It wasn't "recompromised" if you made no attempt to secure the site (like by changing your password or updating old software); it was "still compromised". You were given a chance to fix the problem and you chose not to. That's your fault, not x10Hosting's, and by failing to act you exposed your host to potentially severe legal liability. Again, according to the Terms of Service you agreed to when you signed on, backups were your responsibility, and you lose any access to your files and data if you are suspended for a violation of the ToS.

 

[fletchto]

It wasn't "recompromised" if you made no attempt to secure the site (like by changing your password or updating old software); it was "still compromised". You were given a chance to fix the problem and you chose not to. That's your fault, not x10Hosting's, and by failing to act you exposed your host to potentially severe legal liability. Again, according to the Terms of Service you agreed to when you signed on, backups were your responsibility, and you lose any access to your files and data if you are suspended for a violation of the ToS.

I did change my email though the day I got it back. It just doesnt all add up :/

 

[essellar]

Yes, it does. Your cPanel username and password -- the things necessary to make changes to your hosting account -- were still the same.

 

[fletchto]

Is there any way I can get this resolved. I realize I was stupid and did not change my password. But these files are really important to my grade :S -- Is there like a phone number I can call or something?

 

[wwinter]

Oh dear, besides securing your hosting, you should also do a thorough scan of your computer or whatever you use to access the internet.

 

[fletchto]

Oh dear, besides securing your hosting, you should also do a thorough scan of your computer or whatever you use to access the internet.

I think I know when it was hacked. I logged on to it at school like 2 months ago to show my teacher something. Perhaps it was hacked then? Because I have avast running on my computer 24/7 and I do weekly scans and there is nothing on my computer.

 

[descalzo]

Livewire is basically the last say.
Your account will remain suspended and then deleted.
You will not be given access to your files or data.

 

[fletchto]

Thank you for all of your responses so far, but please realize how important these file are to me. I am in my grade 11 year, my marks are important for university and with out these file I could potentially fail the class. I understand that I have made a huge mistake by not backing them up. I have no need for the phishing pages as I did not even know they were there. I would pay to get these files back please. I have $1.06 in my paypal I will pay to get them.

Please please please realize how important these files are to me.

Thank you for you time.
Fletch

 

[Anna]

As outlined in our ToS, keeping and maintaining backups is your responsibility.

Also ToS clearly states that upon suspension all rights to the account, which includes backups, is forfeited. No exceptions will be made to this.

 

[fletchto]

Thank you everyone for your time. It turns out that my friend from school had a complete copy of the website from when I asked him to give me feedback and x10 was down. (I sent him the files in a zip which I deleted...). So I got all of my files back now.

Thank you for taking the time to help me

Have an awesome day/night!

 

[descalzo]

Hope your teacher gives you a good grade.

 

[fletchto]

Hope your teacher gives you a good grade.

Thank you very much -- I will close this thread now