Anyone Else Using Hostgator And Getting Their Sites Shutdown For No Valid Reason

by amuro
26 replies
Is there anyone else using Hostgator and getting their sites shut down for no reason?

I am about to add finishing touches to my Christmas and New Year Gifts site when I received an email notification from Hostgator stating that there has been some malware in my servers and for convenience's sake to other viewers, they decided to shut down my sites and place temporary restriction on my hosting account.

Actually I do experienced my site loading speed very slow a week before that.

Despite installing WP Super Cache and doing the neccessary configurations.

Upon closer look while my site is still taking time to load, I decided that my site - for some strange reasons - is connected to a site called Cyber Craft It - even though I do not know that site owner and nothing to do with the site at all.

Send several tickets to Hostgator support desk over the last 5 days but received no reply.

And the ONLY ticket I received from them is today where they informed me this bad news of their decision to judge my hosting account as virus carrier instead of looking into the matter for better clarification.
#hostgator #reason #shutdown #sites #valid
  • Profile picture of the author Jonathan Branson
    Call them and talk to a representative. What plan you are using?
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  • Profile picture of the author oneresource
    everything seems fine and they offer great customer support
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    • Profile picture of the author Kay King
      If your site has been hacked or compromised by malware - you need to fix it - clean it up - get rid ot the malware. It's not the job of Hostgator to maintain your site and they are correct that an infected site uses too many resources and poses a risk to their other users.
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      • Profile picture of the author amuro
        Originally Posted by Kay King View Post

        If your site has been hacked or compromised by malware - you need to fix it - clean it up - get rid ot the malware. It's not the job of Hostgator to maintain your site and they are correct that an infected site uses too many resources and poses a risk to their other users.
        Hello Kay King,

        Please don't make it sound like as though you know everything and passed judgement on me as though I don't know anything.

        It is not your problem yet.

        That is why it is easier for you to say.
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  • Profile picture of the author error404
    Download a plugin called Anti-Malware Security and Brute-Force Firewall and install it on your Wordpress Website its free and is really good

    This has happened to me many times site got infected either via a buggy theme, plugin or outdated wordpress and it ends up sending spam from the server which gets the server IP Blacklisted so they would shut you down temporarily to protect other websites on the server

    Happened to me many time - so much once it was so badly infected that i just ended up deleting everything then reinstalled everything from scratch again



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  • Profile picture of the author amuro
    Yes, I do got reply from them and am asked to contact another company called SiteLock whose support may be able to help me better.

    Since they are the gatekeepers of my sites and probably yours as well.
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    • Profile picture of the author Omirag
      I had this happen to one of my sites. I talked with sitelock and they sent me an email with the file path to the offending file (Which was actually a chat moderating bot I was testing for a streaming channel). Removed the file and my site was back up within the hour.
      I wouldn't worry, just keep contacting them and you'll have your site up in no time. Good luck!
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  • Profile picture of the author Jonathan Branson
    You can also use SiteLock to scan your site on a daily basis, they have few packages I think the one that cost $5 per month is great and they will remove any malware if they find any in the future.
    You can buy it form your cPanel in HG.


    Jonathan
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    • Profile picture of the author amuro
      Originally Posted by Jonathan Branson View Post

      You can also use SiteLock to scan your site on a daily basis, they have few packages I think the one that cost $5 per month is great and they will remove any malware if they find any in the future.

      You can buy it form your cPanel in HG.
      Originally Posted by Jonathan Branson View Post


      Jonathan


      Jonathan, may I ask how many sites is each package limited to?

      I have about 20 sites currently.
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  • Profile picture of the author woodland
    hi there..my sites have been fine, no problems there. Get on the online chat with them, I always find it a much better way of working with HG that support tickets. I find tickets often take ages to be resolved. Id rather spend 15 minutes waiting on hold for an online rep to deal with me...
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  • Profile picture of the author webmonopoly
    Hostgator is the absolute worst. I made the move last year to a new hosting company after my sites were continuously down at least once a month.
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  • Profile picture of the author godinu
    several of my sites on hostgator also recently got malware, with a problem similar to yours.My sites were not taken offline but I got a message in my cpanel about the malware.

    Please download good anti-malware plugins. The anti-malware/brute force one mentioned above is great.
    -do not use admin as a username.
    -change your wp-login to another page so hackers can't find it (there are plugns for this)
    - get the malware removed either by site lock or by hiring someone else to do it (there are people on fiverr, but i haven't tried any of them yet).
    -hostgator also has a live chat so you can get someone to talk to that way.
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    • Profile picture of the author amuro
      Originally Posted by godinu View Post

      Several of my sites on hostgator also recently got malware, with a problem similar to yours.My sites were not taken offline but I got a message in my cpanel about the malware.

      Please download good anti-malware plugins. The anti-malware/brute force one mentioned above is great.
      -do not use admin as a username.
      -change your wp-login to another page so hackers can't find it (there are plugns for this)
      - get the malware removed either by site lock or by hiring someone else to do it (there are people on fiverr, but i haven't tried any of them yet).
      -hostgator also has a live chat so you can get someone to talk to that way.
      I already chatted with a Hostgator customer rep online. Am told to refer this issue to SiteLock customer rep instead.
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  • Profile picture of the author Steve B
    Originally Posted by amuro View Post

    Anyone Else Using Hostgator And Getting Their Sites Shutdown For No Valid Reason

    Amuro,

    Obviously Host Gator isn't shutting your account down "for no valid reason" as the title of this thread states. Read your first post again. Then fix the problems that they have identified.

    Host Gator is not forcing you to visit the sites you do that infect your computer with malware. I sympathize with your problem - no one likes to deal with the trash that is picked up innocently - however, it's not Host Gator that is at fault and by blaming them you are simply avoiding the real source of your problem.

    Steve
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    • Profile picture of the author GlobalTrader
      Originally Posted by Steve B View Post

      Amuro,

      Obviously Host Gator isn't shutting your account down "for no valid reason" as the title of this thread states. Read your first post again. Then fix the problems that they have identified.

      Host Gator is not forcing you to visit the sites you do that infect your computer with malware. I sympathize with your problem - no one likes to deal with the trash that is picked up innocently - however, it's not Host Gator that is at fault and by blaming them you are simply avoiding the real source of your problem.

      Steve
      Where does the OP give any indication that he infected his own hosting "thru" an infection from his personal computer?

      There have been multiple threads here on WF in the past month about HG malware issues. I am glad that you have never had issues with HG, but after nearly 30 years online and using two previous hosting services my main website of 17 years was infected in the past month.

      Their immediate response was too weak a password? Really?? It was 37 digits, upper/lower case letters and various symbols. After the hacker accessed my WHM multiple times I demanded they look into the security of their servers - their initial response was, the problem seems resolved, keep you passwords strong and updated, case closed.

      Apparently, to their credit, someone did take a 2nd look and about 10 days later I was notified that ALL my site passwords and WHM passwords had been reset because they had found a script that was allowing the hacker continued access to my WHM account, thus giving them access to all of my sites as well.

      So please, do not blame the OP just because you may never have had issues with HG, just feel grateful that you have not and offer more constructive suggestions.
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      GlobalTrader

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      • Profile picture of the author Jill Carpenter
        Originally Posted by amuro View Post



        Hello Kay King,

        Please don't make it sound like as though you know everything and passed judgement on me as though I don't know anything.

        It is not your problem yet.

        That is why it is easier for you to say.
        What Steve said above.

        You created the title of this thread indicating "no valid reason."

        It is a very valid reason why they have restricted you.
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    • Profile picture of the author amuro
      Originally Posted by Steve B View Post

      Amuro,

      Obviously Hostgator isn't shutting your account down "for no valid reason" as the title of this thread states. Read your first post again. Then fix the problems that they have identified.

      Hostgator is not forcing you to visit the sites you do that infect your computer with malware. I sympathize with your problem - no one likes to deal with the trash that is picked up innocently - however, it's not Host Gator that is at fault and by blaming them you are simply avoiding the real source of your problem.


      Steve


      Hi Steve,

      I have been using Hostgator for 5 years since 2011 and I NEVER have had this issue before until now.

      Apart from the necessary standard plugins most marketers used in their WP sites, I never installed another software or web-based app into any of my sites.

      Let me ask you.

      If this had happened to your sites which haven't yet, will you still be telling us what you are telling us now?

      Amuro
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  • Profile picture of the author TheGMa
    I remember when Hostgator got started. One of my best friends worked the first call center before they moved to Texas.

    Anyway, from what I've read it appears to me that Hostgator security is having issues.

    The vast majority of site invasions occur directly on the 'net, not from the site owner's computer.

    A computer owner can live on the dark side of the 'net, but all the malware that's picked up in those dark alleys is not aimed at html files located on the hard drive. [Explanation too long for a post]. Unless the upload is intentionally, malware does not come from the webmaster's computer.

    There is malware developed by hackers that is designed to access a site owner's root directory on the host server. Once that is accomplished, the hacker can load whatever he or she wants into that site directory and the new page is immediately published.

    I have witnessed entire sub-directories loaded onto unknowing legitimate web sites, some of which would really surprise you. It's a form of squatting except there are no squatter's rights involved.

    The most popular type of inserted malware has been around for yonks: it attacks the computers of viewers, gathering whatever personal info is available including the viewer's entire email address list and financial passwords. It's amazing how poorly protected home computers and small business computers are. Real estate offices and rental offices are notoriously careless. Anyway, that's another story.

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  • Profile picture of the author yukon
    Banned
    Originally Posted by amuro View Post

    And the ONLY ticket I received from them is today where they informed me this bad news of their decision to judge my hosting account as virus carrier instead of looking into the matter for better clarification.


    So stop hosting a virus. You're most likely allowing traffic to post things (ex: contact form, comment form, search box, etc...) on your website which is ending up on the host server.

    No host is going to make up bogus claims & turn down money.

    Odds are your Google SERP description also say your webpages have a virus.

    My HG sites are running great, then again I don't host a virus.
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    • Profile picture of the author TheGMa
      Originally Posted by yukon View Post

      So stop hosting a virus. You're most likely allowing traffic to post things (ex: contact form, comment form, search box, etc...) on your website which is ending up on the host server.

      No host is going to make up bogus claims & turn down money.

      Odds are your Google SERP description also say your webpages have a virus.

      My HG sites are running great, then again I don't host a virus.
      ???

      Ummm, do you honestly. really know how Trojans, viruses, worms, root kits, etc. work and how they are implemented? Just sayin' ....
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      • Profile picture of the author yukon
        Banned
        Originally Posted by TheGMa View Post

        ???

        Ummm, do you honestly. really know how Trojans, viruses, worms, root kits, etc. work and how they are implemented? Just sayin' ....

        You're asking me that after I already mentioned the easy entries.

        If it's a Wordpress site OP probably gave them an invitation.

        This isn't my first rodeo.
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  • Profile picture of the author Rich Struck
    Host gator. lol. Can't believe anyone still uses them.
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  • Profile picture of the author SmartTim
    Please get away from EIG hostings including Hostgator. Hostgator used to be good, since then it has been bought over and become worse! It down my websites frequently causing me lose a lot of money. As well as 30 minutes waiting time for customer live chat service.

    I recommend you to switch your hosting immediately after subscription has up. Hostgator has also raised the prices recently making it even not worth your money!
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    • Profile picture of the author yukon
      Banned
      Originally Posted by SmartTim View Post

      Please get away from EIG hostings including Hostgator. Hostgator used to be good, since then it has been bought over and become worse! It down my websites frequently causing me lose a lot of money. As well as 30 minutes waiting time for customer live chat service.

      I recommend you to switch your hosting immediately after subscription has up. Hostgator has also raised the prices recently making it even not worth your money!


      More he said, she heard, baby mama drama...

      What's OP going to do, run all over the net screwing up shared host jumping ship once a month?

      HG didn't raise my prices so I know you're talking nonsense.







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  • Profile picture of the author troy23
    The problem is not Hostgator.
    It's Wordpress.....incredibly unstable buggy software, prone to hackers.
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  • Profile picture of the author Kherk Roldan
    This is the reason why i choose to transfer from hostgator to traffic planet . This issue are very common with them.
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