As you may or may not know, my websites and all the websites I hosted were unavailable on May 6, 2009 because PowWeb had suspended my account without telling me and for reasons I have yet to understand. Just so you know I did nothing wrong, I am posting below the last "ticket" received by PowWeb (that is, the last "ticket" I was able to see because the previous ones regarding this problem were in my OPS and I did not have access because POWWEB had suspended my account).

Hello, I have checked the Web directory of your account and found that you have deleted the .zip files. Hence, I have activated the account and enabled the Web site. I suggest you, not to upload any files which causes severe load on our server in future. Could you please check the functionality of the account from your end? If you have any further questions, please update the Support Console. Sincerely, Abram Bowen Technical Specialist

 

And below is the message I wrote in that same "TICKET" on May 7, 2009 in the morning, when I was at last able to get to my OPS to read PowWeb's "tickets".
 

I want to know what I did wrong. I don't understand at all. I was told that you would contact me to EXPLAIN and all I receive is this little message that since I have deleted the "offending" zipfiles you have restored my account. When I signed in (renewed) with PowWeb last year I was told I had UNLIMITED bandwidth and UNLIMITED webspace. There was 3.5GB of zipfiles in the folder I had to delete. 3.5GB is NOT a severe load on a server I think. SO if I understand correctly I can upload as many zipfiles as I want as long as they are not downloaded? Except one, my websites are ALL FREEBIES. And you are telling me I cannot upload freebies that people like? ALSO and MOST IMPORTANT: I did not do anything wrong. You SUSPENDED my account without even telling me about it! I received an email from PowWeb to say there was activity on a ticket and to click on the link to see what was in the ticket. But when I clicked on the link I was unable to read the messages because my site was already suspended. That was RUDE and unprofessional. PLUS there was a notice on ALL my website for EVERYONE to see that my site had been suspended. I do not think I deserved to be treated like a criminal. And your "EXPLANATIONS" are not good enough. I want to know WHY my account was suspended when I did not do anything wrong. I also want to know WHY PowWeb suspended my account without even letting me know. I want to know WHY I was told I had unlimited space and bandwidth and then I have to delete 3.5GB of zipfiles from my webspace because it is interfering with the bandwidth. What EXACTLY am I allowed to upload on my website? Am I to use my webspace exclusively for STORAGE??? I do not need storage. I have enough space on my hard disks for that. I need a webspace where I can upload FREEBIES that CAN BE DOWNLOADED. If you can't provide that, you should not say in your publicity and when we pay our contract that we have unlimited bandwidth. And PLEASE do not send me these stupid emails that say nothing. I want an answer! I cannot ask technical support assistant because they are not allowed to tell me what I want to know: QUOTED FROM CHAT TRANSCRIPT LAST NIGHT: "France, as a Technical Support Representative, I am unable to provide you the exact ETA for the engineering process. However, I can assure you that one of our senior engineers will contact you as soon as possible. I will update the ticket from my end and request him to resolve the issue as soon as possible for the account." YOU the Technical SPECIALISTS hide behind these poor representatives. There is no way for us to contact you directly. I REQUEST a respectful service. I am honest, I never caused you any problems, I always asked before doing something new on my webspace to be sure everything was okay and this is what I get? I get treated like a criminal? The LEAST you could have done was to let me know in advance that you were going to suspend my account. There was no need to suspend the account anyway. All you had to do was add one letter to the zip folder that offended you and the bandwidth would have stopped instantly. THEN we could have worked together to solve the problem. A problem that I still don't understand. What did the last zipfiles uploaded in that folder had that was different from the previous zipfiles? I don't know. They were regular freebies of approx. 10-20MB. You say (in this ticket 11:39PM EDT) "I suggest you, not to upload any files which causes severe load on our server in future." And HOW can I do that if you don't mind explaining? Except by using my webspace for storage I don't see how I can upload files that nobody will download. My phone number is 0-000-000-0000. I live in Québec (Canada). I speak French but I understand English when it is spoken by a true English person. I WANT SOMEONE TO PHONE ME AND EXPLAIN!!! In ENGLISH that I can UNDERSTAND. TODAY.

 

That's it folks! Now you know as much as I do. And you also know how respectful and professional are the Technical Specialists from PowWeb.

I will keep you posted IF I hear from PowWeb again. I apologize to all Chohole's fans (and I KNOW there are MANY) but as you can see there is nothing I can do ATM to put her website online. At least you also know that I am trying!!!

Still no news from PowWeb BUT I just took a screenshot of this cute little stat menu on the main page of my OPS at PowWeb and I thought you'd like to see it.

They called me!

He explained that usually, I use about 300GB of bandwidth in a month.

In the last 3 days I have used over 400GB of bandwidth so they decided to suspend my account because they "supposedly" received complaints by other customers that the server was too slow and that this single file of Chohole's was causing the problem.

When asked why nobody called me to tell me of the problem so I could remove that one single file temporarily instead of suspending the whole account and then telling me over the phone to delete 3.5GB of zipfiles in Chohole's website, he said "It could have been done a little more professionally". I said "NO! It SHOULD have been done a LOT MORE PROFESSIONALLY!"

I spoke during 30 minutes. I don't think there is something I did not tell him but I think at the end he had got my point. I told him that PowWeb had acted like savages with me. First by lying to me outright when I renewed my contract for 2 years last year, telling me I had unlimited bandwidth and unlimited webspace, second by suspending my account without letting me know, third by making me delete 3.5GB of zipfiles when only one file was causing problems, fourth by sending me a dead link as way of explanation (link to that famous ticket in my account OPS which was unavailable to me while my account was suspended), fifth by suspending my account in a matter of a few minutes but taking almost 24 hours to restore it after I met their specifications by deleting all those zipfiles, sixth by telling me in a chat session that a specialist would contact me to EXPLAIN while all the time the famous specialist wrote a note in that ticket saying that since I had deleted all the files he was restoring my account...

At the end he said "I will pass the message that in the future problems like this should be handled with more professionalism." And I said "Yes, tell them to take a course in Savoir-Vivre... Because they are seriously lacking any!!!

AND this is from their TOS:

# 13 - Bandwidth and Disk Usage. PowWeb provides Users with bandwidth, disk space and other resources, such as e-mail and/or file-transfer-protocol ("FTP") accounts, the amount of which is defined in PowWeb's web pages describing the package of Services purchased at the time of purchase. In some cases, PowWeb may not establish a specific amount of Bandwidth and/or Disk Usage, and refer to that as "Unlimited" disk space or bandwidth. In all cases, the Services are intended for normal use only, and any activity that results in excessive usage that is inconsistent with normal usage patterns is strictly prohibited. PowWeb reserves the right to suspend, discontinue or delete the accounts of Users whose disk space or bandwidth utilization results in or presents the risk of degradation of service to other customers, regardless of the amount of disk space or bandwidth included in the User's plan. User agrees that such bandwidth and disk usage shall not exceed the amounts set by PowWeb for the Services purchased (the "Agreed Usage") and is additionally subject to normal usage guidelines established by PowWeb as in effect from time to time. These allotments are optimized and dedicated towards serving the Content and User's electronic mail services related solely to User's web hosting account(s) with PowWeb. Hosting space is intended for normal use only, and is limited to Web files, e-mail and content of the hosted Web sites, not for storage of media or other data. Hosting space may not be used as offsite storage for electronic files or for third party electronic mail or FTP hosts. You are responsible for removing any files which do not meet these requirements, and for adhering to any hosting space (disk usage) limits allocated to your account(s). Failure to do so may result in removal and deletion of such materials, and/or in discontinuation of your services or account, which actions we may take in our sole discretion. PowWeb will monitor User's bandwidth and disk usage. PowWeb, in its sole discretion, shall have the right to take any corrective action if User's bandwidth or disk usage exceeds the Agreed Usage, normal usage, or is used for other improper storage or usage. Such corrective action may include the assessment of additional charges, disconnection or discontinuance of any and all Services, removal or deletion of User's Web site, User Content, User's electronic mail services and/or other materials or termination of this Agreement, which actions may be taken in PowWeb's sole and absolute discretion. If PowWeb takes any such corrective action under this section, User shall not be entitled to a refund or credit of any fees paid prior to such action. User will comply with all applicable laws, rules and regulations regarding User's Web site, User Content and/or User's electronic mail services and will each, including bandwidth, disk space and other resources only for lawful purposes. User may not utilize: the Services to copy material from third parties (including text, graphics, music, videos or other copyrightable material) without proper authorization; the Services to misappropriate or infringe the patents, copyrights, trademarks or other intellectual property rights of any third party; the Services to traffic in illegal drugs, gambling, obscene materials or any other products or services that are prohibited under applicable law; the Services to export encryption software to points outside the United States in violation of applicable export control laws; the Services to forge or misrepresent message headers, whether in whole or in part, to mask the originator of the message. If PowWeb learns or discovers that User is violating any law related to User's Web site, User Content and/or User's electronic mail services, use of bandwidth, disk usage or Agreed Usage, PowWeb may be obligated to or may in its discretion inform the necessary law enforcement and/or any related agency(ies) of such conduct and may provide such agency(ies) with information related to User, User's Web site, User Content and/or User's electronic mail. User is responsible for bandwidth utilization, and monitoring bandwidth use to ensure the Web site does not exceed the bandwidth allocated for the account(s) and otherwise complies with this Agreement. PowWeb will use commercially reasonable efforts to e-mail Users who are at or near their bandwidth utilization limits, but PowWeb does not take responsibility if e-mail notification(s) is not received by the User. PowWeb reserves the right to discontinue service through the beginning of the next month for your account in the event that it exceeds the bandwidth allotment.

Also a chat session with one of their Tech Support Representatives. This is the transcript of the chat session, minus the personal info:

Suzie Norris: Hi France. My name is Suzie, how are you today? France: still trying to sort out the issue around ticket 5979794 Suzie Norris: Okay. Suzie Norris: To protect your account from unauthorized changes, can you please verify for me the answer to the Security Question: Suzie Norris: What is your mother's maiden name? Suzie Norris: Did you receive my last message? France: mother's maiden name France: soory got called away Suzie Norris: Thank you for the authentication. Suzie Norris: I have updated the ticket #5979794 to give explanation to your issue. Suzie Norris: You will be contacted by one of our specialists soon. France: Cant you tell me now while I have you Suzie Norris: Sine the ticket is in the next level, I cannot give explanation. However, if the files overloads over server, we will suspend the account of our customers. France: ok

AND folks, THIS is what I get in the famous ticket as way of an explanation:

05/07/2009 10:48 AM EDT General Comment 05/07/2009 2:21 PM EDT General Comment 05/07/2009 2:37 PM EDT Resolved 05/07/2009 2:57 PM EDT Updated Ticket: Work in Progress 05/07/2009 3:41 PM EDT General Comment 05/07/2009 3:46 PM EDT Resolved 05/07/2009 3:47 PM EDT Resolved *** NOTE: their General Comment contain no text. That's it: General Comment.

This is the detailed Bandwidth Usage and Disk Usage for my account (as of today May 7, 2009, 4:30pm EST):

Disk Usage: What's with the 40GB and then 9999999MB allocation??? Don't know.

France
Owner of Francemi.net that hosts: Chohole's Freebies (no downloads available there for a while I'm afraid), LittleDragon, Toyyaris Designs, Treasure Chest, Francemi's Freebies, KCTC (Private Group) and KCTC Freebies.

EMAIL FRANCE