Poor support via on-line support centre 'chat' and via email.

[wcAREY]

We work with a wide variety of webhosts and recently a client has had an issue with his BT hosted website wherein files were compromised due to an insecure password.

He/We had the same problem a month ago and while BT are apparently unable to scan its hosted sites for compromised files they were at least able to provide logs so we could see what files were accessed and deal with them ourselves.

A month later asking for the same thing it seems this isn't possible? On live chat I had to explain the situation several times and the online support operative seemed to have little or no knowledge of website hosting, I can understand their initial confusion as it seems from the transcript they only receive the first couple of lines of what you first type when sending an enquiry. However the attitude seems to be how could we be fobbed off quickest. The best thing I was told was just to delete everything and start over. I understand BT is not a dedicated webhost but if they are going to offer this service I would at least expect some kind of technical support.

Further to this out client was told on the phone that the problem had occurred due to the software he was using, it wasn't it was due to an insecure password that had been recommended he change. Anyone actually looking into the issue would have seen this.

Today I try another button on the hosting page for help and ask the questions again. I receive a brief email back with no explanation but just "We regret to inform you that there is no possibility for us to provide you with the access logs in question." Surely quite a basic request, especially because I was sent one four weeks ago?

"Thank you for choosing BT.com/domains website hosting."
Comes the tag line on the email however the impression I get is more 'don't bother us with your problems.'

[mydearcosmo]

It would be great if BT have their real-time support teams via chat or phone instead of emails which sometimes take a lot of time. It has been very frustating at times.

[Stephenc]

Hi Wcarey,

BT can generally request the logs, but it is no gaurantee that they can provide them.  If the account was comprimised resetting the password etc and uploading the files would be the best way to resolve this.

However the most common cause of corrupted sites, which may have occured in your case or may not have.  Is an SQL injection through a webform or some other feature.  These security risks are generally resolved by updating to the latest CMS your website uses.

If this was not what caused your site to be comprimised don't worry about it, but it is probably why the tech support advised you it is a potential software issue.

Steve

[kenholmes44]

When I ordered my new equipment from yourselves I made the delivery as late as I could as I would have to give 30 days notice from my previser supply. What I did not no was that I havd my broadband turned of as I was going to South Africa for 3 months and their would be no at home in that period.

When I came back I had it enstalled and as being a old customer I thought that I would have to give them 30 days notice onn my broadband.

Because I rang today it was the last day for me to cancel without a contract, but I thought  had.

Today I have phoned and chated to bring the date forward to as early as possible and NO ONE can help.

If I have to wait until the 16 June I am ready to cancell my order.

Order No AJMAAZZZZ4005051421.

Mant Thanks.

Ken Holmes