DownTownHost Belly Up?

DownTownHost Belly Up?
I've been with DowntownHost for several years. I rarely contact support as there really hasn't been much of a need. For the past several years the hosting has been pretty reliable. A couple weeks ago I noticed an orphan folder.
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The folder is called drip. It seems to be from a Drupal installation. A few months or so ago I had installed Drupal to test it out. I had deleted all the files and folders associated with it. However, this one didn't delete. The odd thing is I can't delete it. I've tried deleting it via cPanel's File Manager. It disappears but if I immediately refresh the page it's there as if it didn't delete. If I delete it via FTP I get an Access Denied error. It doesn't matter if I change the permissions to 777. I still get access denied.

I'm on shared hosting, therefore, I'm limited on what I can do beyond FTP and cPanel. I had even created a PHP file to try to take ownership of it and delete it. This idea was based upon what I read about others having issues deleting folders on cPanel managed shared hosting. I contacted DowntownHost to see if they could enlighten me as to what's going on. I had set the ticket status to Low as it's not a major issue. After about three days of no response I tried contacting via their chat. No response. The chat box says "Typically replies under 28 minutes." That's not true. I've tried three times and have waited over a half an hour with zero response. I've even tried tagging them in two tweets on Twitter. Looking at their Twitter page they haven't posted since December 2018.

At this point, I'm starting to wonder if DowntownHost has gone belly up. After all, it has been a little over ten days since I had submitted a support request. Even a ticket with the priority of "low" should get a response within less than a week. If I can't get a response within the next week or so I'll have no other choice but to seek another hosting provider. If I had paid monthly, it wouldn't be as big of a deal. However, I paid yearly and still have about a half a year left on my hosting. Normally Jorge Catena or Sebastian is the one that answers tickets. Thus far I haven't gotten any response on chat, helpdesk, or Twitter. Anyone know if maybe they're having some issues?
Must be some owner permission issue but only them can check it.

If it is more than 10 days of waiting, it is not normal and I hope you should start backing up your data.
Even a ticket with the priority of "low" should get a response within less than a week.
I must applaud your patience. Many would start complaining if they didn't get an answer within a couple of hours, or less.

You have granted them way more time to answer a single ticket. The only situation I can imagine is that they might be using a plugin to manage tickets and the ticket was 'lost' due to the bad/malformed plugin. If you want to give it a last try, open another ticket with the default priority and see if they answer.

Before that, have the backups of your data at your end.
I must applaud your patience. Many would start complaining if they didn't get an answer within a couple of hours, or less.
I agree with Mechanic, most people would probably flip out by now. But on topic, this is unacceptable to have reached out to them on multiple platforms and a support ticket and not get a response for that extended period of time.

I'll give them the benefit of the doubt and say maybe they're on vacation for Easter or something but I'd definitely start backing up your data and prepare to move hosts if you need to.
Sounds like the folder might have been locked either manually or by a security software they are using.

They are a host that have been around for several years and I am sure they have a large user base. I believe if there was any issue, other users might have noticed it as well but thus far there hasn't been any other thread on the matter so I would give them the benefit of the doubt and it could just be a case of low priority tickets being put aside due to high workload, etc. Perhaps you could try opening another ticket with a Medium priority and see how it goes? Though as others had mentioned, as always you should maintain a backup of your data just in case things go south.
I'm a technically adept person and can usually figure out most issues on my own. There are times when a server has gone down and the server (i.e. the one my site is hosted own) wouldn't be listed in their downtime status section. The only time I had an extended (so to speak) issue was when I had set the ticket status to low and it had been about four business days or so. They stated the reason was because of the low priority. I set it to low because it's not an issue that's impeding or negatively impacting my website. If a person flips out with no response within a few hours then they're probably new to hosting or may not be too experienced with hosting. I've been having my own website for almost 19 years. I've been with a fair share of hosts on shared hosting and a couple different ones with an unmanaged VPS. In fact, at one time I had an unmanaged VPS with DTH. Things ran smoothly for me.

As another has stated, DTH has been in business for several years. That's what really boggles me. I've been with them for about seven or eight years with hardly any issues. Support has been fairly responsive.

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As for the possibility of a plugin, they're using a self-hosted helpdesk called supportpal. their "live" chat is via a service called crisp chat. I'll wait until after the holidays. They used to respond on weekends but given the Easter holidays I'll make an exception. However, taking out the holidays, that's still over several days waiting on a response. It also doesn't account for the chat system (which is separate from the helpdesk) or the seemingly vacant Twitter account.

I already have my files and databases backed up. If they go belly up I'm good to be able to switch to another host if need-be. As for users noticing, that all depends. The only time I contact them is if there's a support issue I can't figure out myself, which is rare. Had it not been for this incident I would have been chugging along using them with no knowledge that anything may be amidst.
Have you heard back from them yet?

The did post an announcement yesterday - so they are still around.

https://www.downtownhost.com/helpdes...erver-57-issue

Are you on Server 57?
I still haven't heard back from them. Not via chat, email, helpdesk, or Twitter. When I go to the DTH main page their chat thing pops up. It's still showing the last chat, which was when I had messaged them on 4/20/2019. I just checked the helpdesk. Still no reply. Just shows "12 days" under last reply. That "last reply" is the initial ticket I created.

I'm glad to hear that someone is still posting, however, me still hearing crickets via their other platforms doesn't give me much confidence. I logged into cPanel and see that I'm on Server 56.
Going by the status page their support disk is probably flooded

We don't have an ETA yet. Please do not open a help desk ticket nor request chat. we are actively working on this.
Maybe they have a very big server with lots of data and it taking longer to resolve because of that and they have a backlog of tickets in the queue. You can check with them once things have settled.
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I have no doubt that they may be flooded with support requests due to their server being down. One of the first things I check when I can't connect is to see if the server I'm on is down. However, that message was posted on April 21. My support request was submitted on April 10. Long before server had issues.
I know, and now the recent issue has no doubt added to the workload. You are right to be concerned. Hopefully, they will sort things asap. Luckily, you have backups too just incase.
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What's your domain with us? or what's your ticket ID?
At best I do not miss DTH
What's your domain with us? or what's your ticket ID?
the ticket has been closed. I received a response from Jorge. He said that the ticket had been overlooked at a time where there was an overload of support requests. Jorge deleted the folder. I'm still curious, though, as to what prevented me from deleting the folder myself (i.e. what locked the folder). My ticket number was 2407966.

Pietro, for the most part I haven't had any issues with DTH. As mentioned previously, I've had shared hosting and unmanaged VPS hosting with them. Support is just something I don't use often as most issues I can figure out on my own by researching errors and issues online. That is, the "issue" is something on my end, not theirs.
Like @net mentioned, it was most likely a permissions issue. The reason you weren't able to delete it was because technically you were not the owner of the folder, root was. Only the admins would have been able to delete it, granted they have root or sudo permissions.

I have seen in the past where some files created by Softaculous (I'm assuming this is how you installed it, of course) get sporadically attached to the root user instead of the cPanel user. Either way, it could have been a bug in Softaculous or it could have been that someone was doing work on the server and somehow the file or directory was caught in that work. For a direct answer, I'd ask for further clarification from DTH.
At best I do not miss DTH
Don't worry Pietro, we don't miss a fraudster like you either.
Is this really how you wish to publicly represent your business?
Don't worry Pietro, we don't miss a fraudster like you either.
And thank you very much for providing all that is need for a clear libel suit win in my jurisdiction

Collecting on that judgement though I fear would be the perviable blood : stone
And thank you very much for providing all that is need for a clear libel suit win in my jurisdiction

Collecting on that judgement though I fear would be the perviable blood : stone
No problem  we have your chargeback for the provided service as proof too...
Just curious do they not provide a phone number?
Just curious do they not provide a phone number?
Nope, not easily found on their website at least. If they have one, they're trying to make it hard to find.
Theres a number on the Whois of the domain but doesn't seem to go to any actual person? Not even a voicemail message just gets a beep tone after ringing as if it hit a voicemail box but there's no greeting.

For me personally I've never felt comfortable with a host that doesn't provide some type of phone number contact. I mean hey sure just like tickets, email, chat, social media the number can just be a black hole. But I feel a bit more comfortable with a provider with a number for those just incase moments. I'll even give it a call before ordering to see where it ends up.
??? Edrick Smith ???
Theres a number on the Whois of the domain but doesn't seem to go to any actual person? Not even a voicemail message just gets a beep tone after ringing as if it hit a voicemail box but there's no greeting.

For me personally I've never felt comfortable with a host that doesn't provide some type of phone number contact. I mean hey sure just like tickets, email, chat, social media the number can just be a black hole. But I feel a bit more comfortable with a provider with a number for those just incase moments. I'll even give it a call before ordering to see where it ends up.
I feel you, I'm the same way. I want to make sure if they provide phone support of some sort that I at least get an automated answering service if it's outside of business hours or a person if it's during business hours.
When you are a tiny host, you can easily manage the phone calls, when you are big too, when you are in the middle is hard, is too expensive to offer proper phone support.
This is true at least for support queries. Sales not too bad.

Much better to do technical support via ticket/email/live chat due to different accents and the like. Easier to copy and paste a complex password from ticket like j44859^%7*(+[]gH than to try to tell the customer that over the phone.
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