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Date Submitted :
October 18th, 2007
Length of time hosted by this company :
More than 3 years
Overall Rating :
1 out of 5
Reliability :
1 out of 5
Support :
1 out of 5
Pricing :
2 out of 5
Verdict :
One of the worst web hosting companies on the planet is mysitespace.com. I've been in the web development game since 1994 and I've been with many different hosts. From the old days of getting financially slammed by companies like Primehost to the horrible, but cheap service from MySiteSpace.
The problems were abundant and from everything as minor as server errors that were never corrected to all the sites on my account being hacked due to their lack of CPanel upgrades and security holes. Email was almost always down, people in different areas of the world couldn't access my site and worst of all, everyday during Eastern business hours my site was completely inaccessible.
After dealing with the MySiteSpace problems for a year I terminated my account with them. Fair warning!: If you do not officially cancel your subscription with them, they will try to charge your credit card on file, or even worse, they will bill your Paypal account and you will never get your money back for unused services.
In my experience MySiteSpace.com scores a negative -2 stars as they have lousy support, outdated operating systems, antiquated servers and negligible accounting practices. If I were you, I would avoid mysitespace.com like the plague.
Very poor technical support, not user friendly. Site was hacked with porn links on every page and for a month not fixed with many tickets and techs saying its all fixed. Renewal and cancellation procedure very tricky with scales against customer.
Stay away from them if possible, auto renew/bill is default.
Mysitespace was fine for a few years, then within the last few months "hidden" links to porn, viagara & credit card spam appeared in the code of all of the sites I hosted. Tech support & management at Mysitespace refused to respond. DO NOT EVER USE THIS COMPANY. THEY ARE CROOKS AND LIARS.
Horrible customer service. No phone number listed to call. Site has been down several times for long periods of time, unreliable email, no responses to submitted help tickets. All in all this company is a joke. I requested a refund and am closing the account.
MSS started out to be great. Their tech support usually responded within 2 hours of a ticket submission. Then a few weeks ago, it all went downhill. I have 5 sites on this service, 3 for clients. MSS servers must have been hacked. All my sites showed some sign of being corrupted in some way. Tech support does not respond. I upload corrected files and still, a few days later find that the files are corrupted again.
No explaniation, no appologies, no word at all.
All this means NO more business from me. I am looking for new host. Glad to have found this site.
my site was hacked on 4/18/2007. I notified tech support and without warning they closed my old server and moved my domain to a new server.
They did not move my website files. My site has been down for serveral days now and there tech support keeps responding that my site is working, but they ignore that they didn't move my files, data, and applications.
This is not a professional hosting ssrvice. DO NOT USE!!!!!!
Support has always been via ticket submittal. Most responses were unacceptable, essentially suggesting that any problem was due to my lack of understanding. I would really choose to rate support at a zero.
Recently, the main host was hacked and numerous domains vandalized. I caught it and repaired the damage to my site within a couple of hours. I reported the incident (it was widespread and password is secure) and identified the symptoms. MSS responded that the site looked ok from their side, I should let them know if other issues arose (ticket closed). I sent another ticket identifying portions of mysitespace.com that were also affected. Same response. A third ticket sent was finally acknowledged as deserving their action. Seven days later, the same attack occurred (I had a different and even more secure password). I apparently caught the attacked within an hour of its occurrence and repaired my site quickly, another ticket sent immediately. That ticket has no response after 6 days.
I opened a new hosting account (same day as the second attack) elsewhere (highly reliable, well reviewed, lots more space and BW and only a few dollars more per year) and loaded my site there. Tried to close the MSS account but they have yet to acknowledge my request and their dns servers still have the ip pointing to the wrong address. I can still log in to old account so I know no action has been taken.
The support site has no announcements of status except to state continually "all servers are fully operational"
Service was nominal for the 18 months or so I was with them. But I never was satisfied with technical competence of support personnel. Price was low now I know why. As far as I can tell today, there is no one home at MySiteSpace.
This has to be the worst hosting service in History, My site was down more time than up. When i created a new Dotnetnuke portal, the server crashed and my site would be offline for days. Customer support ? a joke. The owner of this joke of a hosting company needs to concentrate on customers or he will end up with no one, for his disaster servers.
FTP forget it.
Email forget It
Hosting Forget it
Do not sign up to this.
I moved my site to seekdotnet and not one problem, site is up all the time, customer service brilliant, email brilliant., load times fantastic....
They refused to refund our money after two days of service. It took over a week of emailing, faxing, and calling the phone numbers I found via the Better Busines Bureau to get a reply. Ultimately the money was never refunded despite the cancellation of service and billing. Also, they attempt to bill our credit card for domains we have long since cancelled. These guys are nothing but theives. Avoid using them and choose a host with a proven track record on the Better Business Bureau.
I signed up for a basic package and everything was great for the first month. By the time the second month rolled around, I noticed an insane ammount of downtime on my domain. I could rarely FTP in to upload files. Support just plainly sucked. Countless tickets and problem never resolved. I ended up going to the forums and talking with other people who were having the same problem. By month 3, they had suspended my forum account then a week later deleted my domain and refused to offer a refund for the remaining 9 months. It wasn't until I tracked the owner down and called him at home, that I got a refund.
This is by far the worst host I have ever been with. I'm so glad they cancelled my account because I moved to a new host that I have had zero problems with. STAY AWAY FROM THESE GUYS. You are better off with a hosting company working out of their garage in the middle of a Kanasa corn field.
No one to call for support. When things dont work you are S.O.L. They have the worst customer service and I will be transferring to a company that is more reliable!
I started using mysitespace 2 years ago as I was dabbling with php and the user interface was nice.. so I upgraded my package a couple times but quickly outgrew their highest Linux web developer package due to the limited bandwidth (only 50gb per month). I used to recommend this service but its got serious problems:
Reliability.. in the span of 2-3 years.. my sites have been significantly slow (think analog modem load times) and/or offline about 4-5 times a year.
Their email tech support team doesnt comprehend English at all, you have to constantly open trouble tickets and wait another 4 hrs for a response because the morons keep closing trouble tickets once they give you the campbell's reply. In the most recent maneuver (which brought me to this site) they pulled ... they tried to bill me using an old address and rather than notifying me they suspended all my domains and left this lovely "THIS ACCOUNT HAS BEEN SUSPENDED" banner up over the whole weekend! I couldnt get a hold of anyone for 4 days and finally when I did, they wouldnt let me step down back down to a lower plan on a renewal.
Their FTP servers are constantly on the fritz.. some days you cant upload anything because you get chronic connection drops. Permissions on files and folders mysteriously change on you. Very annoying.
Their members area (Personal Service Account) has useless links to change billing info. (ie: they have a direct link to paypal's main page instead of an invoice page and their credit card link takes you directly to their 3rd party merchant service account page!)
The knowledge base is a joke. There is practically NO KNOWLEDGE being documented there. All the pages consistently have 1-3 star ratings and they dont seem to care. Here's an actual knowledge base article:
"Q: How can I pay?
A: MySiteSpace accepts most forms of major credit cards and also accepts PayPal as payments. At this time we do not accept cash, checks nor money orders for service."
....Now you'd think they'd put a link for people to GO PAY but they dont!
All in all, WAS a good value for novice web developers.. now there are better deals around. I'm a very patient person but their customer support comes across as insincere and unknowledgeable. Good luck on your search!
I used to have these "people" if you can call them that, as a site provider for several years. Needless to say I do not any longer, and suggest you stay away as well. As my previous review of them months ago stated, they basically kicked me off their service for a loophole in a shopping cart software which was not my fault. When I gave them the info on how it could be fixed, they ignored me. Their manager "Don" who appeared to be the only American person who worked for the service, only contacted or replied when I would verbally attack their people for the terrible service they offered. I later received several notices that their attempts to charge my credit card failed. They were trying to renew the service of another website I had hosted through them for a client of mine. And when they shut me down, they also apparently shut them down as well, and illegally sold the domain rights to one of those domain purchasing locust companies. They still tried to bill me even though the domain was killed with them, and I e-mailed several times to tell them to delete my information and they gave me the run around over and over until I finally got "Don" to supposedly do it for me. The East Indian company "Mysitespace.com" practices the strategy of ignoring their customers who make complaints, and to first blame the customer rather than assume they are innocent. I'm glad that I don't live where they opperate. STAY AWAY STAY AWAY STAY AWAY! I can not stress it more clearly, the price is not worth it, and despite the overall reliability of the server itself, you don't get much for the price, and the tech support/customer service is bad enough to warrent a death penalty in my opinion
I've never met this kind of terrible service before.
First of all, I asked them something about server config, then they answer to me "I don't understand what you are talkinging
about.It's not our problem,and also don't support non-english".
It was very unprofessional way.So,I tried to cancel to this service via customer ticket.
But never get reply...
And I tried to chat with online support.She said "billing support will contact you soon".
But never get reply again...
Finally I found I never get reply and refund my money even they say 30 days refund guarantee...
It is kind of cheating,is't it?
And one more trap is automatically re-billeding system.
This means even you say "I will cancel your service",They may not stop billing.So your money will be withdraw from your bank.
So,if you want to stop billing, you better go to "2Checkout Help Desk" and say "please stop billing" as I did.
I really want you to not use their service.
I found that it is very important to listen careful to users voice.
This is easily the worst provider I have ever been with. I only joine dthem on recommendation from my old provider who was going out of business (very sad as they were quite good). Mysitespace tech support is generally fairly quick but their technicians are all based in india and ALWAYS give you canned responses. They NEVER answer your specific question about the nature of a problem, rather they fix it and tell you it's fixed and to let them know if there is anything else they can do for you, then a few days later the same problem occurs again because they didn't answer your question properly before. E-mail is down at times and my site was down for about a half hour almost every day. These people are masters of passing the buck. No matter who you ask for help, there is always someone else you are supposed to ask, and rather than forwarding the concerns to the appropriate people, they just tell you do contact them so that they have no responsibility in handling the issue.
They suspended my service without any kind of e-mail notification because of some kind of harmful scripts on my site which I had no idea about and rather than ask me if I knew anything about it they accused me of placing "hack scripts" on my account and demanded that I explain why they were there. I have been going back and forth with these clowns for 3 days and still no results. Their management (the only people who are not in India by the way) can't do anything at all. These "general managers" are useless and can give no good answers. The one who replied to my inquiry about deactivation was the one who asked me to explain what the scripts were doing on my account and then when i asked him where they were located or what they were called he couldn't tell me.
My advice is to stay as far away from mysitespace as possible They are sluggish servicers with low amounts of features for an average price with the worst tech support I have ever had the displeasure of dealing with.
I found this company fine until I tried to cancel my account. I received no warning I was about to be billed for the next 3 months service, even though that is what they state happens. I just recieved an email stating my credit card had been billed. I immediately tried to cancel the account. I was told I had to fax a form to them. I argued that since I was in Australia and didn't own a fax machine, I should be allowed to email the cancellation form to them. I was told they couldn't verify my details that way, I would have to fax it. Now since I had to log into my account to access this cancellation form, I see no reason why printing and faxing the form suddenly proves I'm the owner of the account?? Since the emailed cancellation was refused, I faxed the form from the local post office which cost me $8 at international rates. I asked for a refund since the policy states that I would be billed 5 days before my account expires and I had confirmation of cancelling within this time. 'Don' claims the policy says no such thing, I quote from 'http://www.mysitespace.com/tos.asp'
"11.4 Automated Billing. User's credit card will be billed 5 days prior to expiry date. If credit card fails, service will be suspended and e-mail notification will be sent to user. If payment is not submitted within 7 days account is deleted and all future billing will stop."
I think that since mysitespace has provisions for waiting 7 days for payment before cancelling the account, then I should be able to get a refund when I cancel before the next billing cycle has started. Obviously getting what is owed to them is a lot more important than providing what is owed to customers!!
I recommend everyone stays clear of this company, I just wish I'd found this site before choosing them!
This hosting company is an absolute disaster. I had problems after a few days, but let it pass as teething troubles with them setting up the DotNetNuke... but as the weeks went on, the site was up and down, application server errors, emails not working, backups failing, the lot.
In the end after just over 5 weeks... I have called it quits with them...
Their email responses got worse with things like "we can't help you on this, go look in some forums" and "I will not be doing any more work on your account unless you pay for a new DNN installation". Real cowboy stuff.
To make it worse, they don't take proper backups...
"The backups are server wide backups and used for server problems and not necessarliy for problems the user has. That is what you do personal backups for.".... except the personal backups don't work!
The company seems to be run by one man called "Don" with support being handled by some third party elsewhere who have no concept of customer support and seem unable to understand English!
I urge people to give a wide birth of this company as they are unprofessional, don't undersand their customers.
The experience I have had with this company has been horrific. For the first few months everything was fine, but about two months ago things starting going downhill bigtime. Today it was a slide down a mountain!
I tried to upload material and couldn't - spent hours trying to find out why. Turns out they had changed my user id - but they hadn't told me. So after I figured that out on my own (and GUESSED what my new user id was!) I uploaded the new material. An hour later I went to check it and the website was now password protected!!! I protested and an hour later it was GONE with only a placeholder left! Here I am several hours later and they have finally gotten the website up again, telling me that it is working "absolutely fine." Great. Only problem is, I've had a whole bunch of similar problems for the past few months, and never a word of apology. This service absolutely truly sucks! I have literally wasted a minimum of six hours in the last two days on this ridiculous company.
Our websites with this server have been up and down for months.
Sometimes it says we don't have permission to go to the site, sometimes things are missing or gone completely and only a placeholder is left there.
These are business sites and lost web time is lost revenue. That doesn't seem to mean much to them. When I complained to the sales department, not support, one site suddenly reappeared and they said they didn't need to give me a refund for the service on that because it was "there". It wasn't "there" an hour earlier, and many of the elements were still missing. However, I can't fix it either because I can't get into the site with either FTP OR Front Page.
It's weird because this site was great for the first few months and then about two months ago it all fell apart, and I've had problem after problem with three separate websites on their server.
Either I'm incredibly unlucky or they're doing this to a whole bunch of people.
I signed up with mysitespace.com for a web site that my online gaming clan needed. I write a lot of software for the game, so I also used the domain for gamers to download my stuff.
At first everything went great, so I signed up for my business domain as well.
About 30 days ago they dropped both of my domains. I had customers who had purchased software from my business site contact me to let me know that the download links they received after payment did not work.
I contacted MSS, and they fixed the problem within an hour.
Since then, both sites have gone down more than five times within the last thirty days. If I didn't contact them to let them know, they would never have figured out that my domains were down.
As of today, neither domain allows downloads of my software. When a user tries to use a download link from either site they get Parse errors.
I've written to them and filled out tons of support tickets. They responded saying that the problem has been fixed, but users are still getting the same errors and cannot download my products.
The webmail has been down for about two weeks, and I gave up submitting tickets. They do not have a Respond button on their ticket system, so when you get a lousy response from them you have to create a new ticket, and you have to copy and paste their response from a previous ticket, which is a real pain.
Even the FTP went down a half dozen times in 30 days. I've been with them for over a year now, and I never had these problems in the past, so I've been very patient with their support staff.
I received a response to a ticket the other day where I responded to their response that my problem was fixed, and I forgot to copy and paste. My response was "It's still not fixed." You would think that they would look up the history of my tickets, but instead I received a response the next day asking me to give more details as to what I was talking about!
Now they won't even respond to my support requests.
I even asked them along the way if they were doing an upgrade to the server software and something went wrong.
Now I'm trying to move to another host, and I can't get the domains unlocked to change the nameserver information.
I would stay away from this host as they seem to be having major problems these days. Everything about the site has broken from the FTP to the web site itself, web mail, and the control panel.
There are better hosts out there that charge pretty much the same low prices that MSS offers. Steer clear from mysitespace.com.
My business partner and I sat down to buy a new domain for a small company we are starting (Feb 13 2005, 03:30 PM est), I recommended MySiteSpace as I hadn't had any issues with them in over two years, but I also hadn't dealt with their support staff before either. So my business partner sees the 'Windows Platinum' account and says 'That's the one!' and despite my better instincts I also decided to go with the windows server account with the Plesk 7 control panel. Everything goes well up until I needed to do something in phpMyAdmin (namely upload data to a database via a .txt file) which failed with access denied errors, I also notice that I can't set privileges. So I looked in the left hand column of the control panel where I find a Help Desk button, so I clicked on it and it opens to a ticket system, I lodged 2 tickets about my access rights in phpMyAdmin and go off to search their forum and the net for answers that may help. The tickets were indexed 40 and 41 so I thought to myself it shouldn't take MySiteSpace more than a few hours to get to mine (they advertised a one hour response time, but I wasn't born yesterday.) Nothing happened. I wait a day and still no change, so then I went to their help forum and found the email address of one of the administrators there and sent him an email, at this stage I didn't want to have to join the forum for what appeared to be a privileges problem that would be best solved in house. I wait a few more hours but get no reply. We then attempted to send off a fax to the company to get their attention. The fax did have some problems and may not have gone through correctly but it had been sent. While waiting for some kind of response I go back and search the internet for ways to get and set privileges and try them all but keep running into an access denied error. I mistakenly believed that one of these avenues of communication must have gotten through and show extreme patience and wait at least another 24 hours.
About two and a half days have gone by since I first tried to initiated contact with MySiteSpace but still had no response of any kind. So then I was frustrated to the point of being a touch irate and posted the following to their help forum:
I was a member and supporter of mss for over two years and hadn't run into trouble so I hadn't needed tech support before. When I decided to get another mss domain for a business venture I found that I was unable to create a database in phpMyAdmin and was told I have no privileges even though I was logged into the control panel. I had even gone to the trouble of testing the php and mysql support on my personal account and had it running to the point where I would be able to transfer my site across within a couple of hours of the new account being activated. THAT WAS THREE DAYS AGO!!!!!!!!!!!!
I sent an email to davidlo at first, I created two tickets and have since sent a fax to the support team and haven't had a single bit of feedback.... but I remember reading somewhere "Getting technical support at MySiteSpace is fast and easy 24 hours a day, 7 days a week." so I am thoroughly annoyed after days of complete silence, and if you look at the help for the ticket system you'll even notice that it has been nobbled and does not display either the queue number or the ticket priority... that would have been SOMETHING!!!
Yes mss hosting is cheap, and so are many other hosting companies, so it makes no difference to me whether I have to spend another $100 with another hosting group to resolve this problem, but perhaps it matters to mss.
By the way, I also signed up another small company with mss using an affiliate link from my site, that was over four months ago and I haven't received a cent, so don't expect any joy there either!
Yes I admit I could have handled things better (and exaggerated slightly, I also didn't explain that I wasn't able to create a db in phpMyAdmin, but had been able to created one from the Plesk control panel) but this wasn't the type of post that would give customer support personnel nightmares. It was a typical first contact from a frustrated customer. Sure I raised my voice but after 2.5 days of silence I wanted to get a reply. I also should have said the problem more clearly but then again I wasn't thinking too straight at this stage. I sat back again and waited for a reply and strangely enough I got a pretty quick reply which began like this:
First off people everyday create DBs so if you are getting an error then you must have a problem.
Is this the Windows account you created for ----- on 2/13/05?
It is far different from your developer account because it is a Windows account and they are much more difficult to deal with. We really suggest that unless you need a specific need for a certain feature that only Windows has like ASP or Access databases then stick with the Unix plans. Do you need the features in Windows?
If you decide you really don't need it let me know and I can let you know how to go back to the Unix plan. You can go back to the Developer plan and get more space, Fantastico and addon domains for less money.
Just checked in Support and there are no records of tickets there. How have you been sending them in? Also the only fax is for cancel accounts and anything else that goes there just gets deleted. Support does not have access to the faxes.
Notice how he instantly threw the problem back in my face and implied that I was stupid. This is like a red rag to a bull but as you'll see I held it together for a long while yet. He didn't even attempt to work out the exact nature of my problem and wants me to go through this whole process again to get a Unix plan. But I was more upset about the last paragraph about the missing tickets because I had been waiting days on those, checking back periodically, refreshing the window, clearing the cache and then reloading. However, I stuck to the problem at hand and posted back the following:
Hi Tracsoft
Thankyou for your prompt reply. It was my business partner that wanted what he thought was the best, the windows platinum plan supported php and unlimited databases so I didn't see the problem. Yes, you can transfer me over to a unix developer plan, but how, given that I simply created a db in Plesk and then a user for that database could I have made a mistake and have no privileges for the first user.
Now I hadn't been a php developer and mysql user for very long but I had read a good portion the mysql manual and had been programming and using a computer for most of my life so I knew I wasn't speaking gibberish here, I was trying to make myself as clear as possible and (rightly or wrongly) I believed it had something to do with my privileges (as of this writing I still do not know.) So I make a cup of tea, sit back and get a warm glow all around me as I wait for what will surely be the most helpful and concise reply ever. This is what I received:
Just checked you account and see that you do have a DB there so you must have figured it out.
Table Action Records Type Size
blank 0 MyISAM 1.0 KB
heyfield 0 MyISAM 1.0 KB
rosedale 0 MyISAM 1.0 KB
sale 0 MyISAM 1.0 KB
stratford 0 MyISAM 1.0 KB
test 0 InnoDB 16.0 KB
test2 0 MyISAM 1.0 KB
yarram 0 MyISAM 1.0 KB
8 table(s) Sum 0 -- 23.0 KB
Check All / Uncheck All With selected: Drop Empty Print view Check table Optimize table Repair table Analyze table
Now I don't see how assuming what the problem is and closing the matter is going to help me but at least I was talking, so I continued:
Yes I can create a db from the control panel and I can also add tables but the BIG problem is that I cannot insert into the database, I also can't access my db folder from file manager in the contol panel or grant privileges... i.e I'm stuck with an empty database.
This is the first thing I saw upon entering phpMyAdmin:
MySQL
item Create new database: [Documentation]
No Privileges
item Show processes [Documentation]
item Databases
item Export
I admit that I didn't explain how I was trying to insert data here. I really should have said that I couldn't insert data via a .txt file but I was trying to give a broad overview of the situation in one post, I got the reply:
As far as I know there is no way to access a db folder with any account. You have to get to it through PHP Admin or through code in a page.
I just went into PHP Admin and added a record in test. worked fine.
I do a single insert query myself and it works. I'm puzzeled as to why a single insert query works but inserting from a .txt file doesn't so I continue:
Strange that, it will insert a single record NOW but I have been getting an access denied error and the following error when using 'Insert data from a textfile into table':
SQL-query :
LOAD DATA LOCAL INFILE 'C:/Program Files/SWsoft/Plesk/tmp\\phpC.tmp' INTO TABLE `sale` FIELDS TERMINATED BY '\t' ESCAPED BY '\\' LINES TERMINATED BY '\r\n'(
`CompanyName` , `Address` , `Suburb` , `State` , `PostCode` , `Phone` , `Description` , `URL` , `ImageURL`
)
MySQL said:
#1148 - The used command is not allowed with this MySQL version
I have over a couple of thousand records to add and don't want to do this manually. The problem still remains that I have nothing but a list of tables in the left hand, nowhere can I set privileges as it comes up with an access denied error message whenever I use the GRANT query.
Again, I did raise my voice on the word NOW but I was getting tired of them assuming that they had solved the problem and was becoming slightly irrational. I had also sent a private message to tracksoft to try to work out what had happened to the missing tickets I had submitted to the help desk from my control panel. I got a private message back and was forced to address the ticket issue for the general MySiteSpace community while I waited for tracsoft to respond to the real issue (after all, there were 39 other tickets in the queue before me):
And so that nobody else is sitting around waiting on a reply to a ticket created from the plesk control panel, this was the reply from support about why my tickets haven't been answered:
"The ticket in the control panel does not go anywhere. Since we already had a ticket system in place that would have been a dupilicate system and twice the work to keep up with."
Three days I have been checking back for a reply!
Either remove the helpdesk link from the Plesk control panel or tell people in a clear manner that it is not going anywhere.
As you can see I was venting a little frustration and alerting other members of the pitfall. While I continued to wait I go back to trying to insert data from a .txt file from phpMyAdmin and record the result:
And just to be clear here is the query and access denied error message when I try to add data using "Insert data from a textfile into table":
Error
SQL-query :
LOAD DATA INFILE 'C:/Program Files/SWsoft/Plesk/tmp\\phpD.tmp' INTO TABLE `sale` FIELDS TERMINATED BY '\t' LINES TERMINATED BY '\r\n'(
`CompanyName` , `Address` , `Suburb` , `State` , `PostCode` , `Phone` , `Description` , `URL` , `ImageURL`
)
MySQL said:
#1045 - Access denied for user: 'wsadmin@localhost' (Using password: YES)
Access denied isn't much of a clue as to what may be the problem here, though the file path has nothing to do with my system which I find odd. Any help on this problem is most welcome.
I was trying my best to alert the support personnel as to what the problem might be, they knew all my details so there was no point in giving them the version numbers etc. After all these new posts which one does tracsoft choose to respond to?:
Just to make it very clear here is the first paragraph from your welcome email.
Thank you for choosing MySiteSpace for your Windows web hosting service. Your account has been activated and is ready for you to start moving in. You should find everything you need below to get started. If you have any questions please don't hesitate to contact us 24x7 via your personal service account at http://www.mysitespace.com/support/
Now that wasn't the answer I was looking for, he has now thrown his broken ticketing system in my face and implied that any sane person would go through their support page and not just click on a Help Desk icon in their control panel. There were also a few more private messages between us regarding me being moved over to a Unix server and I use a quote from one of the messages in my next post:
Your arrogance astounds me. Nowhere on your support page does it say the ticket system in the control panel does not go anywhere. Any person who uses it would be entitled to think that you were reading those tickets. This is not a reflection on me but on mysitespace, all features on any webpage in the world must do what they purport to do or state otherwise.
Nowhere in your fully inclusive 'troubleshooter' feature:
My Domain Is Not Working
Free Hosting Account Related Issues
I'm having trouble with my Email.
...does it say I can get help with entering data into a database using a textfile in your !!!Windows Platinum!!! account.
We have paid for a premium service that doesn't include tech support for MySQL problems except for, to quote you... " Yes Plesk is a pain but that is the best windows control panel out there."
To quote you... " First off people everyday create DBs so if you are getting an error then you must have a problem." This is NOT how you greet a client with a problem with your service.
I put my last post above in a ticket from your support page two hours ago, it was closed without a reply so I have since posted it again. I am sure the problem is with my privileges in phpMyAdmin could you check why I cannot set privileges and why I get an access denied error when entering data via a text file, PLEASE.
No doubt tracsoft doesn't like being called arrogant but if the shoe fits. There was no response and I figured he was going to give me the silent treatment so I posted this:
Lets really get the number of posts up.
For those playing at home I consider myself to be fairly intelligent and have been running a tutorial site for 5 years. Never before have I lost my temper online in any form. My website is at http://al.msshost.com (account cancelled by MySiteSpace) and I have even implemented the very site I am trying to create here at http://al.msshost.com/index2.html (this was a test case for the new site, It was fully functional and I had populated the database using the very feature I was now having problems with)
Surely just being on a windows based account isn't the cause of this, but if it is THEN IT ISN'T MY PROBLEM.
At which point the whole lot was deleted from the forum. Isn't it nice to have privileges? I was having a slow time of it over at the 'real' support desk ticket system too, it was going something like this:
I'm using phpMyAdmin to enter data into a db using a text file. The MySQL query is auto genterated so I don't understand why I get access denied when I submit the query.
this is the error message I get...
Error
SQL-query :
LOAD DATA INFILE 'C:/Program Files/SWsoft/Plesk/tmp\\phpD.tmp' INTO TABLE `sale` FIELDS TERMINATED BY '\t' LINES TERMINATED BY '\r\n'(
`CompanyName` , `Address` , `Suburb` , `State` , `PostCode` , `Phone` , `Description` , `URL` , `ImageURL`
)
MySQL said:
#1045 - Access denied for user: 'wsadmin@localhost' (Using password: YES)
Access denied isn't much of a clue as to what may be the problem here, though the file path has nothing to do with my system which I find odd. Any help on this problem is most welcome.
Support Replies
Technician: MSS Technician
Reply Time: 2/17/2005 7:50:08 AM
We have verified your problem and found that phpmyadmin and mysql are running perfectly fine for your domain, following test was conducted to verify the problem:
We created an another database named 'mysitespacetest' from the control panel of your domain. Created the mysql user 'mysitespacetest' for this database with password '123456'. Accessed the database from the phpmyadmin, and created the tabel 'username', inserted few row into it. Then 'Exported the table in the form of .sql file, we then deleted the table to verify if the table was created successfully from the exported .sql file. After dropping the table, we recreated the table using the .sql file using 'SQL' link in the phpmyadmin. We have placed the .sql file in the httpdocs folder of your domain. Please download this file and try creating the tables through the phpmyadmin to verify that phpmyadmin and mysql are running perfectly fine.
If you need additional assistance on this issue, please don't hesitate to let us know , we will always be at your service.
Thank you,
MySiteSpace Technical Support
http://www.mysitespace.com
Which means they have run a script that has nothing to do with my exact problem, but resolves the issue for themselves so they go away again and I am again forced to write and wait:
Thankyou for trying your test but that doesn't exactly help me, you see I want to insert data from a text file exactly as I have done in a unix account. The link at the bottom of the phpMyAdmin page takes me to a form that allows me to enter certain details like the file path and name of a text file that contains data to be entered into the data base. I get an access denied error when I use this feature of your hosting service.
SQL-query :
LOAD DATA INFILE 'C:/Program Files/SWsoft/Plesk/tmp\\phpD.tmp' INTO TABLE `sale` FIELDS TERMINATED BY '\t' LINES TERMINATED BY '\r\n'(
`CompanyName` , `Address` , `Suburb` , `State` , `PostCode` , `Phone` , `Description` , `URL` , `ImageURL`
)
MySQL said:
#1045 - Access denied for user: 'wsadmin@localhost' (Using password: YES)
could you try to enter the following text file at http://al.msshost.com/mysqlproblem/sale.txt which contains fields terminated by tabs and lines terminated by /r/n
It has worked on another account but wont work now with this account, the auto-generated mysql query should work shouldn't it?
and could you please tell me why I have this http://al.msshost.com/mysqlproblem/screenshot1.jpg (screenshot of phpMyAdmin without links to set privileges)
and not this
http://al.msshost.com/mysqlproblem/screenshot2.jpg (screenshot of phpMyAdmin with links to set privleges)
Support Replies
Technician: MSS Technician
Reply Time: 2/17/2005 8:38:31 AM
Reply: Hello terence,
If you observe the screenshot1 and screenshot2 carefully you will find that mysql as well as phpmyadmin verisons are different and hence there is also an difference in the security model and the mode of operations. In the new version of phpmyadim and mysql only the deisgnated user can enter the values to the tables you need to use the proper deisgnated username and password to enter the values. We would suggest you to save the file in the .sql format instead of .txt format and then login to the phpmyadmin with the appopriate login details and then try to put the data.
Thank you,
MySiteSpace Technical Support
http://www.mysitespace.com
This is the closest to tech support I had received, it was talking about correct login details and user names and something about the designated user get privileges, so I wrote the following ticket:
Ok, thanks, this is sounding more like tech support.
What exactly do you mean by designated user? I'm logged into the control panel using my UserID (gippsbiz.com) and my password. I thought that made me the designated user, it did on the unix account.
Secondly, why would I spend two days working on entering this data via a text file only to have you tell me that the system didn't work (which would have sufficed at any point during this problem) and I should change my plans.
That isn't how it should be, if the system doesn't work either fix it or change me over to a unix developers accout that does without having to go through the billing process again. There are no files of importance in the current account so you delete everything that is in the folders. That should make it easier to change accounts.
Support Replies
Technician: MSS Technician
Reply Time: 2/17/2005 9:23:49 AM
Reply: Hello -------,
To get shifted on the linux server you will have to contact billing@mysitespace.com or sales@mysitesapce.com as the account deletion and creation is totally controlled by them.
If you need additional assistance on this issue, please don't hesitate to let us know , we will always be at your service.
Thank you,
MySiteSpace Technical Support
http://www.mysitespace.com
They are dodging my questions so I posted a fifth ticket:
Ok so you recommend that I change over to the unix server, why?
Is the feature to upload data via a .txt file broken?
***important***
If so, could you please acknowledge this to me so I can tell my boss what the problem was? And I would appreciate some sort of apology, as I have been working on this problem for days.
***************
If not, what is wrong with my lack of privileges? If I'm using my logon details does that make me the designated user? Could you tell me the correct query to use to upload a .txt file as the auto-generated script doesn't work?
If I change over to the unix server do you guarantee that the query I first showed you will work with phpMyAdmin to upload data via a text file using the form?
I was now so mad that they hadn't responded in over two hours and wouldn't even apologize that I decided to repost my entire conversation back to the MySiteSpace support forum with the above tacked onto the end. Some short time later it was pulled from the forum again.
Nobody at the help desk was responding.
They don't have a phone number to call.
They delete everything that comes in by fax that isn't a cancellation of an account.
Tracsoft was ignoring me.
So what was I to do? At least my fifth ticket had now changed status to 'In Action' so I decided to sleep on it. It was around 7:00am and I'd been losing sleep over this for days, and this would give them a chance to respond to my last ticket and address some of my account problems.
About 6-7 hours later I woke up refreshed and ready for a second round of tech support, I logged into the MySiteSpace support page to check the fifth ticket but it was still 'In Action'...
My next ticket began with "**** YOU, **** YOU VERY MUCH" which just sounded relevant at the time (fans of the movie 'Falling Down' will empathize with me, I've also censored it here for the younger readers.) I can't show you the contents of the ticket because I forgot to save the details before my account was cancelled (a response time of a few minutes I might add.) My website domain was cancelled and I was banned from the support forum. The contents the ticket were a little like when Steve Martin in 'Planes, Trains and Automobiles' goes up to the counter of the rental car company because the car has been stolen but the woman behind the counter just grins inanely back at him. But not with quite so many expletives. Before I was banned from the forum I was just able to post a warning to tracsoft that if he banned me or deleted my post that I would exercise my right to free speech and put out a new webpage on a new free hosting service everyday for the next 365 days detailing what had transpired in my dealings with MySiteSpace. This is of course what you have been reading :)
I rarely lose my temper in life, I have never lost my temper online before or used the above language when communicating online. It saddens me that it came to this but tech support from an online forum is no support at all and what is the point of lodging tickets that take two hours to receive a reply. Nobody can get anything but the most simple help with that system and a full conversation could take days. Perhaps the moral of the story is to get a hosting company that has phone support?
The last ticket I submitted (but may not have gone through because the next screen was an error message telling me that my account had been suspended until the year 2032) was simply this:
Customer Relations 101
When a customer asks for technical support in an frustrated and agitated state, do you:
A. Imply that the customer is a moron because nobody else is having problems?
B. Call the customer a liar because all of your test indicators are flashing green?
C. Calm the customer by immediately dealing with their problem and not stop helping until the problem is resolved?
Sheeeeeeeeeesh! Cancelling an account with mySiteSpace.com is like pulling teeth! I emailed them for 2 months, telling them to close my account. I knew they didn't because my websites are still up. Right now I'm having to call up paypal and do a dispute resolution to get my charges back. I hope it works in my favor. I even did a whois on these guys and left a message on their machine to cancel my account a month ago!!!
Here is what they wrote me today. LOL!!:
"I'm not sure what you should be more ashamed of - your prefessionalism or your websites - but it is with pleasure to say they have been cancelled.
Best of luck to you - you have no where to go but up! :)
Thank you!
MySiteSpace Sales and Customer Service
MySiteSpace Sales and Service
http://www.mysitespace.com"
Don't waste your time with these guys. THERE ARE BETTER ISPS!!!
