Ticket Details:
Subject
remote ssh shell access to my web hosting server
Priority

Category
Support
Email
edwardgboyle@hotmail.com
Ticket Opened : Tue, 10th Apr 2007 8:35 am | Ticket Closed : STILL OPEN


1
message by edwardgboyle@hotmail.com on Tue, 10th Apr 2007 8:35 am
Hello,

I have been using ssh to access a shell on my web hosting server for the
website http://www.edwardboyle.com for many years. Recently, the server IP address
changed, and I can no longer get access. I was informed that I would need to
ask you to reset my account details so I can log in. My username is
edwardbo.

Edward Boyle

_________________________________________________________________
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2
message by mandar on Tue, 10th Apr 2007 2:21 pm
Hello,

We do not provide ssh access on our server.


______________________________________
Thanks you
Regard's
Ashok P
Pickaweb Support
www.pickaweb.co.uk
Tel: 0871 218 0840
Tel (Outside UK):+44.2070601380
Fax: 020 7863 4182

3
message by edwardgboyle@hotmail.com on Tue, 10th Apr 2007 3:20 pm
Hello

This can't be right. I have been using ssh to adminster my web account for
about 4 years now with no problems, up until a few days ago - check my
customer records please. Please give me more information than a curt ' we
don't offer ssh on our server' which is plainly untrue.

username: edwardbo

Edwarrd Boyle


>From: "Pickaweb Helpdesk" <support-reply@pickaweb.co.uk>
>To: edwardgboyle@hotmail.com
>Subject: Pickaweb Helpdesk [132126--d18823f]
>Date: Tue, 10 Apr 2007 14:21:03 +0000
>

4
message by edwardgboyle@hotmail.com on Tue, 10th Apr 2007 3:22 pm
Please also check a ticket on my account from Dec 2005 when this happened before.

Edward Boyle

5
message by mandar on Tue, 10th Apr 2007 5:35 pm
Hello,

I ahve checked jailed ssh shell access already enabled for your domain could you please use same cpanel login details which login in shell.


______________________________________
Thanks you
Regard's
Ashok P
Pickaweb Support
www.pickaweb.co.uk
Tel: 0871 218 0840
Tel (Outside UK):+44.2070601380
Fax: 020 7863 4182

6
message by edwardgboyle@hotmail.com on Wed, 11th Apr 2007 8:13 am
This is very frustrating. Let me provide you with some more information so you can sort this out.

Many years ago (about 4 years ago), I became a Pickaweb customer and asked for SSH access to my web server account so I could manage my domain at http://www.edwardboyle.com, and also to manage my account using the SSH client of my choice. I faxed my passport details to Pickaweb so that this could be done, and I have now been using a remote SSH client to manage my Pickaweb Linux account since that time, with no problems. The ability to do this is the main reason I am a Pickaweb customer. I much preferred using this over the cpanel ssh client.

The IP address I was using for this was 205.214.73.80, but in Oct 2005, this stopped working. I was informed that there was a new server I had to use to manage my account to use with the IP address 64.38.9.90. Check my customer support ticket history to see this. This was done with no problem.

A few days ago, the same thing happened. I was told to use a new server at 85.13.203.42, but my account does not work with this server, and it still does not work. However, I still have SSH access to the server at 64.38.9.90. The SSH client on cpanel does not work for me now either.

Can you please sort this out for me properly? And if you can't do it, or you can't understand the problem, can you pass the problem to someone who can help?

Edward Boyle
username: edwardbo
domain name: http://www.edwardboyle.com





A few

7
message by pilar on Wed, 11th Apr 2007 9:11 am
Hi,
We no longer offer SSH
This can cause server hacking.
I am really sorry but we cannot offer it for security reasons.
You can use it if you have your own dedicated server.


______________________________________
Best regards
------
Pilar Torres
Pickaweb Helpdesk
www.pickaweb.co.uk
Tel: 0871 218 0841
Tel (Outside UK):+44.2070601381
Fax: 020 7863 4182

8
message by edwardgboyle@hotmail.com on Wed, 11th Apr 2007 9:49 am
I really don't understand this at all - I was using SSH to maintain my account until a few days ago. Are you saying that Pickaweb are now withdrawing this service? Even the SSH client offered on the cpanel interface?

I don't have my own dedicated server - that is why I am paying Pickaweb money to host a server for me! Isn't that what you do? Has Pickaweb stopped being a web hosting company?

If this is the case I can only say this a terrible level of customer service. To have offered this service for many years, only to withdraw it without telling your customers, really is very poor. I have been a customer of yours for about 4 years now, but I will be forced to cancel my account and find a web hosting service that does offer me a proper web server hosting service. Just to scare you, your UK competitor Your Name Here offer a Standard Business Package Unix/Linux web hosting service with SSH access for 120 a year, exactly what I am currently paying Pickaweb now.

And if SSH is such a security risk, why do I still have SSH access to the server at 64.38.9.90? A properly managed SSH server should not be a security risk - if it is, then your organisation has serious problems. There are so many unanswered questions here, this really is not a good performance from Pickaweb.

If I don't get a satisfactory reply to this message, I will cancel my Pickaweb account immediately.

Edward Boyle

9
message by pilar on Wed, 11th Apr 2007 9:51 am
Hi,
You can access your account through ftp
We cannot offer SSH due to security reasons.


______________________________________
Best regards
------
Pilar Torres
Pickaweb Helpdesk
www.pickaweb.co.uk
Tel: 0871 218 0841
Tel (Outside UK):+44.2070601381
Fax: 020 7863 4182

10
message by edwardgboyle@hotmail.com on Wed, 11th Apr 2007 9:54 am
This is crazy! FTP is a completely insecure method of accessing a server! If you are offering FTP (as opposed to SFTP) then you really do have serious problems. To say that FTP is secure, whilst SSH is not, just makes no sense at all.

Edward Boyle

11
message by edwardgboyle@hotmail.com on Wed, 11th Apr 2007 10:12 am
Please attend also to my questions which appear in message 8 of this support ticket.

Edward Boyle

12
message by gulam on Wed, 11th Apr 2007 12:12 pm
Hello,


We do not provide shell access on the server for the security purpose as it cause load on the
server. As per our server policy we do not provide ssh access. I will recommend you please upload your data through ftp://ftp.

______________________________________
-----
Gulam
Pickaweb Support
www.pickaweb.co.uk

13
message by edwardgboyle@hotmail.com on Wed, 11th Apr 2007 1:00 pm
This is unbelievable! Is that all you can say? Have you read my message which is number 8 in this support ticket?

I have SSH shell access to the server at 64.38.9.90! How does this square with what you are saying?

You seem very confused and you seem to be unable to deal with this request properly. I have no option but to cancel my account and move to Your Name Here. I will also recommened that all my technical contacts no longer use your service.

This is a truly shocking way to treat a person who has been a loyal customer of yours since Jan 2003.

Edward Boyle

14
message by edwardgboyle@hotmail.com on Wed, 11th Apr 2007 1:59 pm
I would like to add that in a recent online chat with a Pickaweb sales support representative, I was told that 'we focus to provide complete customer satisfaction'. I am expecting a reply from someone that proves this - this query ticket shows the opposite of that so far.

Edward Boyle

15
message by mandar on Wed, 11th Apr 2007 4:10 pm
Hello,

We do not provide ssh shell access to any our client on shared server for security reasons. If you want ssh shell access I would like to suggest you please go to dedicated server you will get ssh shell access.

______________________________________
Thanks you
Regard's
Ashok P
Pickaweb Support
www.pickaweb.co.uk
Tel: 0871 218 0840
Tel (Outside UK):+44.2070601380
Fax: 020 7863 4182

16
message by edwardgboyle@hotmail.com on Thu, 12th Apr 2007 7:43 am
Again, I have to say - I currently have SSH access to the Pickaweb server at 64.38.9.90, and have had access since Oct 2005. I am not making this up. Throughout this support ticket you have contradicted yourself, and said things that are just plain untrue. Your behaviour is shocking and appaling.

Edward Boyle

17
message by edwardgboyle@hotmail.com on Thu, 12th Apr 2007 7:47 am
I have now cancelled my hosting. I am utterly, utterly shocked at this level of cutomer support. As I have said before, I will ensure that everyone I know will never used the services of Pickaweb again, and I will use this support ticket as an example of outrageously bad technical suppport.

Edward Boyle



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