Brian

I've found your ticket and it looks like the account was enabled and this is actively being worked on with our abuse department. I ask you please keep the replies/updates in the ticket as we cannot assist you with abuse related issues on a public forum. Thank you!

No extra cost though we'd need to schedule a call during the weekday (please submit a ticket for that). If you can tell me where you're getting stuck / hung up in the process I can help you figure it out I bet. Assuming you ordered the SSL certificate from us I can provide even better assistance. As a shot in the dark here are some quick references: How to generate your private key / CSR through cPanel: https://support.hawkhost.com/index.php?/Knowledgebase/Article/View/123/0/how-do-i-generate-a-csr--certificate-signing-request Configuring your certificate for approval: https://support.hawkhost.com/index.php?/Knowledgebase/Article/View/112/0/what-server-type-should-i-choose-for-my-ssl-certificate Installing your certificate: https://support.hawkhost.com/index.php?/Knowledgebase/Article/View/122/0/how-do-i-install-a-ssl-certificate Keep in mind you need a dedicated IP to install a cert so you'll need to contact our sales department about that first. Once your certificate is configured and issued we can install it for you as well, you just need to provide us with the cert. Feel free to PM me about this, or better yet submit a ticket, reference this forum post, and let me know what I can do to help

We've doubled the bandwidth quota for all resellers, free of cost. We hope you enjoy! More details can be found here: http://blog.hawkhost.com/2013/05/10/resellers-rejoice-free-bandwidth-upgrades-on-the-house/ Also, for the next week (05/10/2013 - 05/17/2013) we're offering a 40% recurring discount on any new reseller order. Simply sign up using coupon code resellerspecial2013 and you'll receive the 40% discount for the lifetime of your new reseller plan.

Are you me? I have a list of blog post ideas for the future and that theme is one of them! That said, I do agree that would be useful. A lot of people throw money at problems and, as much as you'd think otherwise, we'd rather help someone fix the problem itself. Cure the disease, not the symptom (or some idiom along those lines). Obviously there comes a point where you outgrow shared hosting if your site is busy enough but if a single plugin or bad code is slowing your site down, that is an easy (and cheaper) fix.

Anyone who doesn't follow/read our blog may have missed this, so I wanted to open a thread here. For a breakdown of the plans we offer, the differences between them, and who should use what, this is a good place to start: http://blog.hawkhost.com/2013/05/08/back-to-the-basics-shared-reseller-semi-dedicated-and-vps-hosting/ The idea was to give new users or people setting up a site for the first time an idea of what the differences are between plans. Feedback is welcome

My mistake, and I'm sorry for the bad advice, but it looks like SFTP only works on the primary cPanel/FTP login, not subdomains. If you can't get this working please submit a support ticket (https://support.hawkhost.com) and reference this forum post, I'd like to have the issue escalated to our sysadmin department to see if we can find a solution.

Have you tried using SFTP? I know that should work, and shell access should already be enabled on your account to allow you to connect.

How are you finding PHP 5.5 to be so far? Personally I have zero experience with it and you may be one of the first customers I've heard using it so I'm curious what your experience has been like (if you have any thoughts!)

While it's difficult to say what is going on without specific account details, I know the server you're on was having some performance issues over the past 3~ days which we've addressed and have fixed. If you're still seeing these issues please submit a support ticket so we can diagnose this specific to your account. Thank you.

Does this appear to be a network or server issue for you? I know a lot of routes from ISPs local to the Asia/Pacific region don't route the best into Singapore, despite it being physically closer than our servers in the US. For the server itself, performance seems fine. I'll take a closer look today and see if we can improve things (there is some room for improvement) but I don't believe it'd be the limiting factor for speed on your site.

We've never seen this to be the case, Softaculous handles upgrades properly and I can't recall a single complaint about their implementation of upgrading. Database name and database username are both setup through cPanel in the MySQL interface. Both the prefix and DB name/user can be setup through there for your installation. If 'folder' is a domain name that is pointed to us, as in mydomain2.com, you should be able to go to http://mydomain2.com/wp-admin and access your admin interface without having to go to http://mydomain.com/mydomain2.com/wp-admin If this doesn't sort things out I'd suggest a support ticket, we can look at your account specific details/setups which will make it easier to figure out what is going on

Thank you for the follow up guys -- extremely happy to hear your sites are faster now. We're going to continue working on this server and making sure things don't get worse but you shouldn't experience any further issues.

Glad to hear things are back to normal. There are a number of things that could cause temporary issues on the server like you saw so I suspect you hit one of those periods. Looking at our monitoring for the past 24~ hours I only see one temporary spike that lasted about 20 minutes but everything is back to normal now. If you continue to have issues I suggest a support ticket before a forum thread, we'll reply much faster and be able to discuss personal account details that we can't talk about here on a public forum. Cheers

We are aware that sng002 is not performing the way it should. While I can't get into specific details here I can say we know what is causing this and our sysadmin team started deploying a (hopefully) permanent fix yesterday. This will continue throughout the next few days until we're happy with what we see from the server. Based on our monitoring the server is already performing a bit better. Please open a support ticket (if you have already, PM me the ticket ID) about this so we can make sure to keep you updated as we make progress here. I'm honestly very sorry about the issues, nobody here likes seeing these threads on our forums or knowing we have issues on our systems. We will get this fixed for you though.

Nameservers can be changed through your client area (https://my.hawkhost.com/clientarea.php) under 'My Domains' Also worth noting, while our forums are available for support and questions, a support ticket will usually get you a faster response since we have it staffed 24/7

Anyone who has W3 Total Cache or WP Super Cache installed on their Wordpress blogs should update the plugins immediately. A serious vulnerability has been discovered. Read http://blog.sucuri.net/2013/04/update-wp-super-cache-and-w3tc-immediately-remote-code-execution-vulnerability-disclosed.html for more details. If you believe you may be compromised, please contact our support department for assistance.

I've found your tickets and am reviewing them now. We will get back to you as soon as we've had a chance to review the ticket details and find an appropriate course of action.

Hey Daniel, Do you have any ticket IDs where the support was not what you were expecting? There should be no reason a ticket is being ignored, and if that is true I want to address the problem. As far as keeping a ticket alive, I assume you're referring to the notification emails our system sends about a ticket auto-closing. This is done to keep our helpdesk clean so we're not cluttered up with stale issues / waiting on a customer reply. A ticket is never deleted or removed though, so you can re-open an issue at any time. Simply reply to the last email from the relevant ticket or login to https://support.hawkhost.com and you'll see your history + have an option to re-open any ticket(s).

As mentioned in other threads this issue has been addressed via support ticket. For anyone reading this in the future, should your account be suspended/disabled for any means, *please* rely on our ticket system (https://support.hawkhost.com) for a resolution. While we monitor our forums regularly it is not a means to resolve account suspension/abuse issues. Thank you.

This issue has been addressed in both a ticket and another forum thread, replying for the sake of clarity here.

Please PM me your ticket ID if this is not already resolved and I will make sure to follow up with you.

Weekends are not currently covered on chat, but our helpdesk/ticketing system is still manned 24/7 in our support department.

Definitely one of the more effective (albeit tedious) ways to filter spam, I know a large contingent of our userbase does this on a regular basis. Tony alluded to it with the increase in spam/attacks but with the global attacks on Wordpress installations over the past week (Refer to: http://blog.cloudflare.com/patching-the-internet-fixing-the-wordpress-br) we're not at all surprised to see more compromises, which directly results in more spam. The Internet is a fickle beast.

We'll email you if the transfer of the domain fails, otherwise as long as you click the approval email it should go through within 5 days. Thank you again for signing up

Let me be the first to officially welcome them to Hawk Host, and thank you for bringing them over to us! Check the order form now, that option should be there. Sorry about that!