Terrible Service
Sadly I had to delete my previous amazing 5 star review as the past 2 years have shown a steady decline in service. Last month was the final straw having on of their technicians who is clearly a kid " Jason How-Kow" being condescending to me. Full of attitude yet on cancelling my hosting with them, did not even try and apologize as I was clearly in the wrong that their "network was attacked with random traffic" causing my website to be hacked, making sure to let me know they were not attacked and that was not the cause of my website being hacked on the very same day.
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Replies (3)
Elitehost's replyOfficial
02 Jun 2020, 21:36Hello Melanie,
Thank you for your feedback and apologies for the issues you have experienced. I have reviewed your ticket history and see that:
1. We have apologised for the frustration you’ve experienced. We understand that dealing with compromised websites is frustrating.
2. We explained that the DDoS attack was random amplification traffic to a single IP on our network, and would not have caused any data security issues to this server or your websites. The cause of injection appears to have been an outdated Joomla plugin/component.
3. We provided assistance and specific steps for cleaning and securing your Joomla website including offering to terminate and recreate your cPanel account to prevent reoccurring issues when going the site builder route.
4. Unfortunately, as indicated in our responses, your websites were compromised due to an outdated Joomla installation that remained on the account under an add-on domain. It is imperative that you maintain and secure all websites fully.
Once again I do apologise for the issues you experienced. If you would like to discuss this further, please contact ***
Regards,
Marius de Kock
-----
web: www.elitehost.co.za
Thank you for your feedback and apologies for the issues you have experienced. I have reviewed your ticket history and see that:
1. We have apologised for the frustration you’ve experienced. We understand that dealing with compromised websites is frustrating.
2. We explained that the DDoS attack was random amplification traffic to a single IP on our network, and would not have caused any data security issues to this server or your websites. The cause of injection appears to have been an outdated Joomla plugin/component.
3. We provided assistance and specific steps for cleaning and securing your Joomla website including offering to terminate and recreate your cPanel account to prevent reoccurring issues when going the site builder route.
4. Unfortunately, as indicated in our responses, your websites were compromised due to an outdated Joomla installation that remained on the account under an add-on domain. It is imperative that you maintain and secure all websites fully.
Once again I do apologise for the issues you experienced. If you would like to discuss this further, please contact ***
Regards,
Marius de Kock
-----
web: www.elitehost.co.za
Elitehost's reply02 Jun 2020, 21:36
Official
Hello Melanie,
Thank you for your feedback and apologies for the issues you have experienced. I have reviewed your ticket history and see that:
1. We have apologised for the frustration you’ve experienced. We understand that dealing with compromised websites is frustrating.
2. We explained that the DDoS attack was random amplification traffic to a single IP on our network, and would not have caused any data security issues to this server or your websites. The cause of injection appears to have been an outdated Joomla plugin/component.
3. We provided assistance and specific steps for cleaning and securing your Joomla website including offering to terminate and recreate your cPanel account to prevent reoccurring issues when going the site builder route.
4. Unfortunately, as indicated in our responses, your websites were compromised due to an outdated Joomla installation that remained on the account under an add-on domain. It is imperative that you maintain and secure all websites fully.
Once again I do apologise for the issues you experienced. If you would like to discuss this further, please contact ***
Regards,
Marius de Kock
-----
web: www.elitehost.co.za
Thank you for your feedback and apologies for the issues you have experienced. I have reviewed your ticket history and see that:
1. We have apologised for the frustration you’ve experienced. We understand that dealing with compromised websites is frustrating.
2. We explained that the DDoS attack was random amplification traffic to a single IP on our network, and would not have caused any data security issues to this server or your websites. The cause of injection appears to have been an outdated Joomla plugin/component.
3. We provided assistance and specific steps for cleaning and securing your Joomla website including offering to terminate and recreate your cPanel account to prevent reoccurring issues when going the site builder route.
4. Unfortunately, as indicated in our responses, your websites were compromised due to an outdated Joomla installation that remained on the account under an add-on domain. It is imperative that you maintain and secure all websites fully.
Once again I do apologise for the issues you experienced. If you would like to discuss this further, please contact ***
Regards,
Marius de Kock
-----
web: www.elitehost.co.za
's updateReviewer Update
03 Jun 2020, 10:40Unfortunately it seems I'm not the only one who has expressed a decline in customer service recently. I will say Rudi did try his best to assist, but after having to explain the same story to 3 different people, you start getting a little more than slightly frustrated.
I lost all 3 websites after accepting that I could start from scratch removing all traces of any compromisation. This was done. I took the advise from Rudi and started all 3 on the site builder. The first ticket was finally closed and 2 days later we were back at the same story - all 3 websites compromised. This time there should've been no trace of the outdated plugins (which by the way - one of the sites was not a joomla site). I was told by Jason that it was because I still had outdated plugins installed. How? I should've had no traces of anything left as I was told it was all cleared.
Previously I had only good service and the technicians would go out of their way to assist. I have stayed around hoping it would get better, but unfortunately not.
I will not be discussing it further.
I lost all 3 websites after accepting that I could start from scratch removing all traces of any compromisation. This was done. I took the advise from Rudi and started all 3 on the site builder. The first ticket was finally closed and 2 days later we were back at the same story - all 3 websites compromised. This time there should've been no trace of the outdated plugins (which by the way - one of the sites was not a joomla site). I was told by Jason that it was because I still had outdated plugins installed. How? I should've had no traces of anything left as I was told it was all cleared.
Previously I had only good service and the technicians would go out of their way to assist. I have stayed around hoping it would get better, but unfortunately not.
I will not be discussing it further.
's update03 Jun 2020, 10:40
Reviewer Update
Unfortunately it seems I'm not the only one who has expressed a decline in customer service recently. I will say Rudi did try his best to assist, but after having to explain the same story to 3 different people, you start getting a little more than slightly frustrated.
I lost all 3 websites after accepting that I could start from scratch removing all traces of any compromisation. This was done. I took the advise from Rudi and started all 3 on the site builder. The first ticket was finally closed and 2 days later we were back at the same story - all 3 websites compromised. This time there should've been no trace of the outdated plugins (which by the way - one of the sites was not a joomla site). I was told by Jason that it was because I still had outdated plugins installed. How? I should've had no traces of anything left as I was told it was all cleared.
Previously I had only good service and the technicians would go out of their way to assist. I have stayed around hoping it would get better, but unfortunately not.
I will not be discussing it further.
I lost all 3 websites after accepting that I could start from scratch removing all traces of any compromisation. This was done. I took the advise from Rudi and started all 3 on the site builder. The first ticket was finally closed and 2 days later we were back at the same story - all 3 websites compromised. This time there should've been no trace of the outdated plugins (which by the way - one of the sites was not a joomla site). I was told by Jason that it was because I still had outdated plugins installed. How? I should've had no traces of anything left as I was told it was all cleared.
Previously I had only good service and the technicians would go out of their way to assist. I have stayed around hoping it would get better, but unfortunately not.
I will not be discussing it further.
Elitehost's replyOfficial
04 Jun 2020, 15:26Hello Melanie,
There were 3 websites hosted on the account, the primary domain was compromised initially as it hosted an outdated Joomla installation last updated in 2015/2016. This website was removed and you replaced it with the site builder. The further issues occurred on an add-on domain as it also hosted an old Joomla installation.
You are required to keep your websites updated to prevent issues from occurring. If this is not done our malware scanners will pick up the same reoccurring security issues. We advise you of this in a ticket: "The websites will need to be assessed, cleaned and secured further. If you are unsure how to do this we would suggest finding a developer that can assist.".
We aim to offer a fast, stable hosting platform and this is covered by the affordable monthly fee. While we are able to provide steps to assist you in updating/cleaning the websites, we do not include any web development/maintenance of websites and this is ultimately the responsibility of the client.
Once again I do apologise for the frustrations you experienced.
Regards,
Marius de Kock
-----
web: www.elitehost.co.za
There were 3 websites hosted on the account, the primary domain was compromised initially as it hosted an outdated Joomla installation last updated in 2015/2016. This website was removed and you replaced it with the site builder. The further issues occurred on an add-on domain as it also hosted an old Joomla installation.
You are required to keep your websites updated to prevent issues from occurring. If this is not done our malware scanners will pick up the same reoccurring security issues. We advise you of this in a ticket: "The websites will need to be assessed, cleaned and secured further. If you are unsure how to do this we would suggest finding a developer that can assist.".
We aim to offer a fast, stable hosting platform and this is covered by the affordable monthly fee. While we are able to provide steps to assist you in updating/cleaning the websites, we do not include any web development/maintenance of websites and this is ultimately the responsibility of the client.
Once again I do apologise for the frustrations you experienced.
Regards,
Marius de Kock
-----
web: www.elitehost.co.za
Elitehost's reply04 Jun 2020, 15:26
Official
Hello Melanie,
There were 3 websites hosted on the account, the primary domain was compromised initially as it hosted an outdated Joomla installation last updated in 2015/2016. This website was removed and you replaced it with the site builder. The further issues occurred on an add-on domain as it also hosted an old Joomla installation.
You are required to keep your websites updated to prevent issues from occurring. If this is not done our malware scanners will pick up the same reoccurring security issues. We advise you of this in a ticket: "The websites will need to be assessed, cleaned and secured further. If you are unsure how to do this we would suggest finding a developer that can assist.".
We aim to offer a fast, stable hosting platform and this is covered by the affordable monthly fee. While we are able to provide steps to assist you in updating/cleaning the websites, we do not include any web development/maintenance of websites and this is ultimately the responsibility of the client.
Once again I do apologise for the frustrations you experienced.
Regards,
Marius de Kock
-----
web: www.elitehost.co.za
There were 3 websites hosted on the account, the primary domain was compromised initially as it hosted an outdated Joomla installation last updated in 2015/2016. This website was removed and you replaced it with the site builder. The further issues occurred on an add-on domain as it also hosted an old Joomla installation.
You are required to keep your websites updated to prevent issues from occurring. If this is not done our malware scanners will pick up the same reoccurring security issues. We advise you of this in a ticket: "The websites will need to be assessed, cleaned and secured further. If you are unsure how to do this we would suggest finding a developer that can assist.".
We aim to offer a fast, stable hosting platform and this is covered by the affordable monthly fee. While we are able to provide steps to assist you in updating/cleaning the websites, we do not include any web development/maintenance of websites and this is ultimately the responsibility of the client.
Once again I do apologise for the frustrations you experienced.
Regards,
Marius de Kock
-----
web: www.elitehost.co.za