Big problem with Tmaxhost.com

I am absolutely gob-smacked at what terrible and shocking treatment I recieved from Tmax Host (tmaxhost.com).

1. A client contacted me to say their website had been down about a week, I hadn't recieved any notification from Tmax.

2. Had to raise a support ticket at Tmax and after getting a few days run around, was told the domain was involved in spamming, and had been suspended, and that "we need action plan".

3. The domain, owned by a 60 year old woman in the countryside, as no IT skills whatsoever, so I told them spamming was immpossible and what were the options, and what is "action plan".

4. They replied, I was not taking the issue seriously and hadn't given them "action plan" and the domain is now cancelled.

5. I was upset, the client is upset, and I asked lots of questions, including a question, "could anyone at Tmax have taken the password?"

6. Then Tmax suspended ALL my domains, because "I accused them serious offence". I didn't know a question could be an accusation! But, now all my clients, their businesses and livlihoods are affected.

7. I demand that all put back live all the innocent party's domains, but they refuse, and now don't even answer my emails.

I find it truely beyond belief that a company can act like this.

What actions should I take now?

any comments?

If I were in your place, I would ask them to give me backups of my accounts & I would move on to some other Host.

If they refuse to give the backups, I would sue them.

If I were in your place, I would ask them to give me backups of my accounts & I would move on to some other Host.

If they refuse to give the backups, I would sue them.
Amen :spider:

Backups and reimbursements. I daresay this host is no older than 12, a call to their parents will set them straight.

I did the searching for you, here it is:
Registrant Contact:
Truemax Industries
Greg Tan (domain@tmaxhost.com)
+65.6293443
Fax: +65.62934223
346B King George's Ave
King George's Bldg
Singapore, SG 208577
SG

Yes, demand full backups & restores, if not try asking for a refund on your account and none of those work, yeah I guess you're going to need to take legal action on them.

Yes, demand full backups & restores, if not try asking for a refund on your account and none of those work, yeah I guess you're going to need to take legal action on them.

people throw this term legal action around like water, its not
really fesible or may not be worth the cost of $100-$200 per
hour, now if this was a roll over accident and the tire
company was at fault, you will have lawyers all over
you to get their business, and then the lawyer may
advise civil action on hosting, if there is anything that
can be done at all.... how many legal hosting cases
do you see on the 6oclock news every night? it is common sense
that users need to be responsible for backups.

Sad to hear your experience with them...

I suggest you email them writing: you just need the backups for your accounts and you would move your account from their servers.

Try to be very polite with them-- after all you have to answer your clients also, so just try to get the backups and move to a different host.

I believe taking a legal action will not resolve the issue.

Good Luck!
Lea.

Another aspect of TmaxHost is that it has to be built around honesty and integrity. There's way too much sugar-coating and straight out deceitfulness on the internet these days, especially with web hosting providers. We believe that honesty is the best policy.

Now thats one policy they dont give

For all you know this guy could be bashing this host without reason, please dont just base your statement on the OP's main post, remember it could be 100% false but it could be 100% true. There are 2 sides to every story.

The address is not a residence address from Singapore. It is an office building in southeastern Singapore.

Hi All

We feel that we need to clarify the issue here and you may wish to refer to the following URL for more information on the whole issue

http://www.webhostingtalk.com/showthread.php?t=527385

>>1. A client contacted me to say their website had been down about a week, I >>hadn't recieved any notification from Tmax.

The server that hosted your web site has never down for a week. it may be some local issue on your client part local issue when your client unable to access the site. You can open a ticket at our heldpesk and our Support Team will be able help you identify the issue if possible

>>2. Had to raise a support ticket at Tmax and after getting a few days run
>>around, was told the domain was involved in spamming, and had been
>>suspended, and that "we need action plan".

Your account is suspended by our Abuse Team due to spamming. The account was sending out spam mail on various topic like the following

"Reorder Notice From big-pill.com"
"Please update your Ebay account"
"Open something new for your self"
"sexy baby and bad erection?"
"Financial Market Traderr special pr news release" etc

You are sending the above mail to more than 10000 email address using your account SMTP

We do not tolerate spamming in any manner. Our Abuse Team suspended your account and request a action plan to prevent any future spamming

No reputable hosting company here will allow such spamming act

>>3. The domain, owned by a 60 year old woman in the countryside, as no IT
>>skills whatsoever, so I told them spamming was immpossible and what were
>>the options, and what is "action plan".

There are many reason to that and our Abuse Team has stated very clearly that the account is use to spamming and NOT direct to anyone.

We provide you an action plan as you are unable to provide us which include changing all the password of the email account, scanning your PC for possible worm or virus, do not give email account to anyone you not trusted etc

You refuse to it and we have no choice but to continue to suspend your account

>>4. They replied, I was not taking the issue seriously and hadn't given them
>>"action plan" and the domain is now cancelled.

We have told you many time that your account is suspended and NOT terminated otr cancelled, you will see an suspension page when you go to your URL.

>>5. I was upset, the client is upset, and I asked lots of questions, including a >>question, "could anyone at Tmax have taken the password?"
>>6. Then Tmax suspended ALL my domains, because "I accused them serious
>>offence". I didn't know a question could be an accusation! But, now all my
>>clients, their businesses and livlihoods are affected.

We will never tolerate anyone accuse our company staff using your email account to spamming. You are telling us that our company staffs are using your cpanel account to send spam mail and NOT question

>>7. I demand that all put back live all the innocent party's domains, but they >>refuse, and now don't even answer my emails.

We cannot unsuspend the account before any action plan is carry out, the spamming issue will definetly happen again if no action is taken on your part

We have sending you many mail with action plan and ask you to carry out so that we can unsuspend your account, posting here will not get your account unsuspend and this is not our Support forum.

As mentioned many time, we are willing to help the client in resolve the issue but we cannot do anything if you just wish to send us few hundred abusive bomb mail per hours to all our listed email and do not wish to carry out any action to stop the spaming issue

Hope that this will clear up the issue for all the others an you can refer to the following URL for the characteristic for the threadstarter.

http://www.webhostingtalk.com/showthread.php?t=527385

Regards

TmaxHost
======================================================

Tmax I don't think your customer simply understood what you meant by "action plan"... And honestly, I will never give you my business ...

If you read the thread at WHT you can see this message has been spammed around various vbulletin forums around the net. I would not trust a review from such a user.

I also have account with tmax previously and i have bitter experiance 2 times they suspend my client account without any notification they r worst and also not send notifcation after suspension ur client always call u and ask u what the hell is going on . servers uptime is nearly 100% but they not allowed anything illegal on their servers for a minute if ur client put something illegal in webspace or do spamming then account will suspended without any notification this is the only reason i discontinue services with them 1 month ago.

Thats truly appaling the way youve been treated.

Well, no willing to comment on whose fault it is, but here a comment, you should at least that does the "action plan" should contain.

Hi All

We wish to udpate the issue here as the thread starter is not speaking the truth

1. The account was suspended due to excessive spamming despite our earlier warning email to them

2. The account holder keep using abusive language and racist remark on our staff Team despite our repeated warning, we have no choice but to suspended all their account

3. They send a few thousand email to all our email address in attempt to flood our email account, they say that it is for revenge as we stop their human right for sending spamming and mailing comment

4. They also threaten us to compensate them with $5000 for their losses in marketing or else that they will post (or spam?) negative feedback. This actually match their spamming behavior

Just for everyone information, the account has been termianted by us

Hope that the above will clear all your doubt on the issue

Regards

TmaxHost

well under their terms they have the right to cancel service at anytime.

http://tmaxhost.com/terms.htm

Of course not sure when they updated this page. But people need to read these pages before signing up for hosting.

First off all hosting companies should have a plan if there has been spamming/hacking etc on the server. You should have one regardless what hosting company you go with.

Second - what we do if they are an account of another person - We notify the reseller and give them enough time to handle it. We have enough customers to take care of - don't need to take care of them too. This then puts the responsibility on to the reseller.

Third if no action was taken we would disable the account and notify the reseller. We would not disable the reseller just yet.

Fourth: Discuss with the reseller the importance of the issue and give a warning.

Now I would think that Tmax didn't know it was a 60 year old man! AND this would worry me..if it wasn't him that did it.. well it had to be someone. So having the action plan of changing the password would be smart.

Hosters and their resellers need to work together.. Need to be on the same page. If not - then look elsewhere to become a reseller.

All else fails close up shop and have some :beer: !!

OH by the way I am not taking sides nor will I since I don't know the truth :)

Thanks,
Adam

Backups and reimbursements. I daresay this host is no older than 12, a call to their parents will set them straight.

I did the searching for you, here it is:

I think you are right, looking at his replies he cannot write one sentence without errors.