A Small Orange Web Hosting Tracking Order Status

Helped me resolve some deep issues with regards a problem I had with a client. Thank you for the support.

They suspended my account out of the blue. No notice, no email, no nothing. Wow! In my opinion this was the first sign of a very unprofessional hosting service. I got on their online chat and I got the following reason - "Upon checking your account, I could see that our security team found malware in your account and hence they have temporarily suspended the account". I started asking questions when, who, what etc but mainly was asking why no one told me anything about this problem. Upon "checking with senior techs" I got the answer that actually there hasn't been any malware or there has been a bad file that their automated malware detection system had flagged and deleted there and then. I also got told that at the same time their system had suspended my account and no one from the hosting company knew it got suspended. Whether that's true or not I don't and cannot know but the whole thing was very annoying. I kept asking when did that happen. Only after my continued repetition of the date request I was told it had happened at least a month ago. I asked for my money back for the period of time my account was suspended and they responded with "Even if account is suspended, your files, data, emails everything will be occupying space from our server. It was still on our server. Account was not terminated.
" Which is a ridiculous statement. I pay them for web hosting i.e. to display my websites I upload there, not just for mere file storage. Anyway, they said they will escalate about the refund of the payment during my account suspension and will let me know. Upon receipt of their response I will update my review. Nonetheless, my experience with A Small Orange's customer service and automated malware detection systems was not good. From what I heard from their customer support I think their system needs serious improving, in order to avoid disappointed customers in the future. Update 20/02/2020 -------------------------- At first the senior management responded they would not be refunding me. Only after I listed the legal grounds of their breach of contract they agreed to credit me with 1 month free service. Although they provided a refund I had to waste time arguing I was due a refund. It was something they were forced to do rather than being their idea to compensate me. Quite the opposite. However, they promised to refund the wasted month hence my increase to 2 stars.

I am using A Small Orange host from last 3 years, it was good, but now, on this year it's services going bad, no customer support help, even on live support, no one connect with me on after holding 30 min. Plan to leave their service.

The prices were good when signing up, but the hike up whilst offering new customers very heavy discounts. Support is friendly but rubbish, they take days to respond to simple queries sometimes. When you run an ecommerce firm and you depend on your site functioning, this is not acceptable. They would often not respond to emails or give confusing answers that don't make sense. e.g. not giving you steps to solve a problem, just telling you the nature of it. I would not recommend.

I have been using their shared (small) plan for the last 6 months. Never experienced any downtime. Their speed is above average compared to other hosting companies in this price range. Support is average. Ticket response time is very frustrating but the live chat is fine. A good hosting provider if you need basic features and very minimal technical support.