Yesterday, 02:49 PM 
Back in 2006 I was looking for a new web host and after consulting this site, and reading all the positive reviews about KnownHost, I decided to go with them. Fast forward 7 years. I am not a huge customer, but I do now find myself in the middle of a huge problem, and am posting here in the hopes that it finds the right person who can resolve it. With the positive feedback KH gets, I also think its important to post to this forum so others can see a live "review" of how they deal with problems and work to fix them.
That said, here is my story:
In 2006 I signed up for a reseller/shared account. Since then I've run a couple websites and really had very little to no problems with them: great uptime, service, etc.
Yesterday I get an email from one of my employees telling me our site is down. I check it out and nothing exists: my main account, add-on domains, etc.; it's all down and I can't login to my CPanel.
Naturally I email KH right away, and too my horror I am told they don't even know I have an account and am told maybe it's a billing problem. I get transferred and am told that my account was cancelled "years ago" and it's hosted on a server that didn't even belong to KnownHost. Here are the facts:
1. I have been getting billed monthly by KH since 2006, and last month was told to update my billing info. I did that, and got billed. Everything continued to run smooth.
2. My accounts point to a server which resolves as privatesystems.net, which is KnownHost.
Since I went from being told by support that the account info (ip, login name, domains, etc.) I provided don't show up in their system to being sent to billing whose first (and so far only) reaction is to tell me that I cancelled my account years ago!
My company site is down, another email account is down, and a blog I had a lot of pages hosted is now gone (and I didn't do a recent local backup, so I'm really worried).
If any mods want my domain info, or anything else, just let me know!
Yesterday, 02:54 PM Hello, If you would please pm me your ticket number and I will investigate this personally.
Yesterday, 02:55 PM 
Seems to me like you're going to have to dig up your old emails where you were getting billed, especially the one from a month ago, and show it to them. If you paid with PayPal then you can look through your history and provide transaction IDs as well to the billing department. You should get your case escalated internally through their ticket system to management as this appears to be a very unique situation. If they can figure out what server you were on, perhaps they can find backups of your files. Edit: Daniel beat me to the punch. 
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? Shared cPanel Hosting - Business Hosting Last edited by Jeff Bee; Yesterday at 02:59 PM.
Yesterday, 03:01 PM Originally Posted by DanielP 
Hello, If you would please pm me your ticket number and I will investigate this personally.
I don't have enough cred to PM. Let me know if it's ok to post ticket # here. Yesterday, 03:04 PM I've located your ticket number and will be investigating this for you and will update you in the ticket. I'll make sure to get your account up and running if at all possible so we can sort out the billing if there is indeed an issue there.
Yesterday, 03:16 PM Originally Posted by Jeff Bee Seems to me like you're going to have to dig up your old emails where you were getting billed, especially the one from a month ago, and show it to them. If you paid with PayPal then you can look through your history and provide transaction IDs as well to the billing department. You should get your case escalated internally through their ticket system to management as this appears to be a very unique situation. If they can figure out what server you were on, perhaps they can find backups of your files. Edit: Daniel beat me to the punch.
Yesterday, 03:26 PM Sounds like you're in good hands, I hope that you're able to recover your files!__________________
? NorthernOrange - Canadian Web Hosting Solutions since 2005
? 24/7 World Class Support - 30 Day Money Back Guarantee - Varnish Accelerator!
? 99.9% Uptime Guaranteed
? Shared cPanel Hosting - Business Hosting
Yesterday, 04:14 PM 
Thank You! Well, After a little bit of a rough patch with initial support + billing, I am happy to report that Daniel has personally worked to resolve this issue. He's restored some of the domains, and is actively working on restoring the rest of my sites. Hope it all gets restored like it was, but so far so good.
The quick solution for me was to switch hosts, but I really didn't want to do that since I had such a good experience with KnownHost over the past 6 years. I'm glad I stuck it out and decided to use this forum as I intend on continue to stick with KH.
A big, big thanks to Daniel.
Yesterday, 04:29 PM Nice to hear your host is taking care of you.__________________
No, it is not me!
No, I did not do it!
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