Web design & hosting forum: Do Not use MochaHost as a Web Hosting company

Yes, I totally agree as I had the shock of my life to find an email from them stating that my account has been suspended. Prior to that their support department had verified that payment had gone through and that I owed them nothing, but billing then decided to suspend my account.

I'd advise anyone to stay well away from this company if you are in any way serious about building your online business. I would not have believed how the left hand does not know what the right hand is doing in MochaHost.

My emails are now totally been ignored by them.

Try them at your own risk! But be warned.

I wanted to find a web host that supports .net 3.5 as well as sql server 2008 and i found Mochahost... ... I uhmm... don't like them very much. Whenever something breaks, the reps live chat have no idea what i'm talking abt (that can be understood cus' maybe they outsource customer support) so i always have to create a ticket (which takes forever for me to get a response). I really wish that i could find a reliable asp host that goes as far as offering sql server 2008.

Hi

We were suspended by mochahost too, but only 5 months into a 2 year agreement.
No explantion given, no warning provided. We were able to get onto live help who said yes, it is suspended, but no, cannot help you. Opened a ticket and received the ticket response so we are just waiting now. Ticket feedback time is 1 hour for *most* tickets, and its already over an hour.

This issue has hit my clients image hard, as his clients are uploading their items onto his website. His reputation has been affected heavily as Japanese buyers do not go back to any poor service - ever. My own image has been shafted by this, and I really dont to receive angry phone calls asking whats wrong.

If you have any tips or help for us for what to expect from mochahost and what to do next, it would be greatly appreciated.

regards
Gregory

No, they are completely unreasonable to deal with and lawsuits don't deter them. They're going to have to get hit hard by a judge in order to wake up and smell the unhappy customers.

As Mochahost is not a domain name registrar but a reseller of eNom Inc., you are sure to get you domain name back. If Mochahost prevent's you from transfering, eNom Inc. responsability is engaged. As an accredited ICANN registrar, eNom Inc. has to let you transfer you domain and they will do it.

I have wrote a detailed explanation of the steps you have to go through :

http://forums.cnet.com/7723-7574_102-514870.html?tag=threadListing;forum-threads

Wow, I guess it goes to show that I should've researched more before I decided to just go with a cheap web hosting company. I sure wish now that I had seen this before I decided to sign up with MochaHost. The price seemed right, but I guess it's true that you do get what you pay for.

Apparently they haven't changed much in 3 years since your original problem with them. I signed up for a vps with a few extra IPs (4), and they gave me the third degree about why I needed extra IPs and referred to some ARIN regulations. I told them what they were for (a custom privacy app), and they said they would look into it and get back to me. Days pass, and I enquire what the status of the server is, and they just say it's in processing.

So I look up the arin regulations and it turns out they only care for ridiculously large IP pool requests like >1000 ips. So I wait several more days inquiring both via their chat and email support and their ticket system, but they keep telling me they can't help me or saying that it's processing and they will get back to me.

Well almost a week into waiting for this (arin said it should only take a few hours at the MOST, even if it were an unreasonably large number of ips which it wasn't by any stretch - most hosting companies just give you up to 8 or 10 ips, no questions asked because it's so few), I chatted with their support AGAIN to find out what was taking so long.

I had previously been told that they valued me as a customer and would finish processing my order ASAP. HOWEVER, as I'm talking to this latest support person to try and find out when I will be able to make use of my VPS, suddenly it gets shut down. Blam! Just like that. No warning, nothing, just out of the blue.

Thank goodness I didn't waste time configuring it or putting data or software onto the vps (not that I could anyway, my order hadn't been completed anyway). It seems that their policy with anyone who asks for customer support for a sales order is to shut them down - immediately, no questions asked.

I would say be VERY careful with MochaHost. If you have any mission critical app or data, I would definitely have to recommend STEER CLEAR!! It's not worth losing business to get a cheap server when the standard customer support response is to shut off your server.

If their server crash due to their operation, and they ask you to setup again your websites with new set of database, email, website, will you still say they are good?

This is what I faced now, they crashed my websites (5 websites) and all databases, and they ask me to "recreate" the database. They said it with no sense of regret.

Do read this ticket content if you still want to recommend any victims to use Mocha host service.

kean wey
Posted On: 07 Jan 2011 11:40 PM
how could u guys did it to my data?
My data insides the database is priceless!!! these are my customer's business data!!!
Restore the database server with your server backup image!
Don't tell me you guys don't have backup?
You guys are web hosting provider.
Mochahost - The online central.
How can Mocha lost customer data?

customer service @ Mochahost
Posted On: 08 Jan 2011 07:31 AM
Hello,
Unfortunately we do not keep backups of users databases. Please restore them from
your backup.
Thank you!

kean wey
Posted On: 08 Jan 2011 07:34 AM
I do not have data with me, all are hosted in Mochahost as you guys claimed that you
have highest standard of storage procedure and infrastructure. And you guys said that
in the event of server crash, you guys can restore with previous backup image.
Now show me, where is your backup image?
where is your backup image?

customer service @ Mochahost
Posted On: 08 Jan 2011 04:39 PM
Hello,
unfortunately we do not support individual backup for any account data and databases.

kean wey
Posted On: 08 Jan 2011 11:23 PM
In conclusion, Mocha backup and storage service is SUCKS!
No, I amend my sentence, there is "NO" backup solution ever done by Mocha at all.

Note: This post was edited by a forum moderator to remove customer service rep names on 09/10/2012 at 1:34 PM PT

Tell them the lawsuit will be amended to add your claim and converted into a class action if that's the route they want to go.

Yeah they are full of it. They just send that standard response continuously to waste time. All of you should make formal complaints to the BBB.

I am a Chinese national and recently had very bad experience with Mochahost.

I regret I had not read your experience earlier.

I entered into business with Mochahost in October of 2010. I designed a website with java technology and first I bought one-year agreement of the private tomcat business plan with 32M heap size. Activation of my domain took me 4 days. Then each time when I had problem I opened a ticket and got answer always one day later. I thought it was possibly because time interval between China and USA.

Less than one month later my website was stopped and I observed out of memory error and asked for upgrading to 64 heap size memory.

But the day before yesterday my website is unaccessible, but most surprizingly is that my cpanel,FTP,email all are blocked. I asked them why and 12 hours later they gave me the following answer:
----------------
Dear Client,


Your hosting account has been investigated by our administrators due to
excessive load/high resource utilization which includes high CPU utilization and memory consumption.

We have determined that based on the excessive resource utilization your
account is not a good fit for our shared hosting environment.


If you are unable to fix this problem we can offer you 2 alternative solutions:

1)Obtaining a private virtual server (VPS) account which comes with free migration (for our LINUX SERVERS) and free setup and starts around $18/month (Linux VPS) and around $30/month (Windows VPS). For more information please review http://www.mochahost.com/vps.php or

2)Obtaining a dedicated server which comes with free migration and free setup the server pricing for which you can obtain at http://www.mochahost.com/linux_dedicated_cloud.php

Please respond within 24 hours. If we do not hear back from you within 24
hours your account might be suspended to avoid further server performance degradation.

--------------------

I answered as below:

Thanks for your reply. So you mean that your staff stopped my account
without notifying me and let me doubt somebody had stolen my account
password and stopped my website running?

I do not think my website utilize too much resource. I have tracked my
website and found that everyday there are only several people visiting it,
which means little resource utilization. What is more, I have just last week
made most of my webpages static (transferring to HTML page). That means now
the website will utilize much less memory than before. But I am surprised
that just at this time you stop running my website.

At moment I have no upgrading plan. My host plan is private tomcat 64MB. I
think you can just stop running it when it utilize more than 64MB memory.
But you should not stop my entire account including the cpanel, FTP, email
system.
=========
now eight hours passed by they still did not answer me.

I do not know what I can do to get my money back. Now I really want to change to another jsp webhosting provider.

Any one has good recommendation concerning good jsp webhosting provider?

I am from Australia but I have just lodged a complaint with the FTC Bureau, more than happy to jump on a plane a testify in court against these people who have pro invoiced us as well as taken us offline with no explanation and when we mention public liability have locked us out of ftp and cpanel so we cant get our property out

Hey, thank you man for sharing your bad experience with them. This post will help others to stay away from these kinds of useless hosting providers.

Hello,
Your refund will be prorated.
There is no refund for set up fee and any add on .
Please agree with this.

The 30 days money back guarantee and 180 Days Risk Free do NOT cover the following:

? All fees in section #15 of SLA
? Additional static IPs, additional site builder licenses, or other licensed products purchased through us

For more information you can go to http://www.mochahost.com/risk_free.php and http://www.mochahost.com/tc.php

Please notify us if you have any further questions on the matter.

Have a nice day!

Regards,

Customer service @ Mochahost

*********************

MochaHost~ The Online Central
Billing Department~

Hello,
Please could you provide us a ticket id for review that you have opened to tech support about your issue.

Regards,

Customer service @ Mochahost
MochaHost~ The Online Central
Billing Department~

*********************

Vaishal Patel
Posted On: 04 Apr 2011 12:52 PM

QVI-807164

*********************

Customer service @ Mochahost
Posted On: 06 Apr 2011 08:13 AM

Hello,
From ticket id QVI-807164 we can see that you did not provided your domain www.teectack.com correct to tech support .
Since you did not provide the correct domain tech support can not help you.
Also we offer you 15 days free.We are sorry but your refund will be prroated.

Please understand that what you paid for is the hosting services which include the
Server and the network on it. What we offer as a support is a courtesy service to
you that design to help you to upload your data. We only guarantee uptime for the
server and the network. It is impossible for us to guarantee that we make
individual site uptime. So please understand what you are paying for and what we
offer as a courtesy service. The refund will be based on our term and condition
which you have agreed when you sign up with us.
For more information you can go to http://www.mochahost.com/risk_free.php and http://www.mochahost.com/tc.php

Regards,

Customer service @ Mochahost
MochaHost~ The Online Central
Billing Department~

*********************

Vaishal Patel
Posted On: 06 Apr 2011 09:14 AM

From ticket id QVI-807164 we can see that you did not provided your domain www.teectack.com correct to tech support .
Since you did not provide the correct domain tech support can not help you.
Also we offer you 15 days free.We are sorry but your refund will be prroated.

ANS - The given domain is correct teectack.com he was my client which is no more with me...
I did not want you 15 days, with your Irresponsible support team Server could not been live.

Please understand that what you paid for is the hosting services which include the
Server and the network on it. What we offer as a support is a courtesy service to
you that design to help you to upload your data. We only guarantee uptime for the
server and the network. It is impossible for us to guarantee that we make
individual site uptime. So please understand what you are paying for and what we
offer as a courtesy service. The refund will be based on our term and condition
which you have agreed when you sign up with us.
For more information you can go to http://www.mochahost.com/risk_free.php and http://www.mochahost.com/tc.php

ANS - This is not about uptime or downtime of server, the server was not live even single time. should I pay?
In my sid I have done every thing...

See the for Technical Support http://www.hostsearch.com/review/mochahost_review.asp

*********************

Vaishal Patel
Posted On: 06 Apr 2011 09:20 AM

See the response you gave from 31 Mar 2011 and you took more than two day for each reply...that kind of services you give...!!!!
I need the solution in next reply or I will take an action against MochaHost.
I am not here for give any explanation, I need my money back...

*********************

Customer service @ Mochahost
Posted On: 06 Apr 2011 11:59 AM

Hello,
Its not our fault that you did not provide correct information to tech support.
If you check again ticket QVI-807164 id you have replied to our tech support with this:

*********************

Vaishal Patel
Posted on: 31 Mar 2011 12:51 PM

--------------------------------------------------------------------------------
its my mistake its http://www.teectack.com/

*********************

we have all your records like a proof.

You need to review the terms and conditions that you have agreed when signed up.
Based on that terms and conditions your refund will be prorated.
The ticket that you have opened to tech support have nothing to do with our Uptime or network.
What we offer as a support is a courtesy service to
you that design to help you to upload your data. We only guarantee uptime for the
server and the network. It is impossible for us to guarantee that we make
individual site uptime. So please understand what you are paying for and what we
offer as a courtesy service. The refund will be based on our term and condition
which you have agreed when you sign up with us.
For more information you can go to http://www.mochahost.com/risk_free.php and http://www.mochahost.com/tc.php

Regards,

Customer service @ Mochahost
MochaHost~ The Online Central
Billing Department~

*********************

Vaishal Patel
Posted On: 06 Apr 2011 12:11 PM

are we talking about teectack.com this is not problem..
server is the problem...

*********************

Customer service @ Mochahost
Posted On: 07 Apr 2011 07:35 AM

Hello,
What we can do is to offer you a month free if you stay with us.
If you do not, your refund will be prorated based on our terms and conditions that you have agreed when signed up.
Also please close the Dispute.Since the Dispute is open we can not refund you.
The refund policy is only for a client who follow our terms.

Regards,

Customer service @ Mochahost
MochaHost~ The Online Central
Billing Department~

*********************

Vaishal Patel
Posted On: 08 Apr 2011 08:27 AM

this is totally informal way to talk..
why I pay you for nothing?? I did not use your services..
Server was not worked for a single minute and I got immature answers from support.
My single question is what support did in 15days for me? did they fix my problem?
I was suffering form 16 days I lost my clients teectack.com and vishalseo.info till you think I pay you?

I don't need free, I need proper services and support I can pay more but don't want to lose clients..that you can not offer..

*********************

Customer service @ Mochahost
Posted On: 08 Apr 2011 12:21 PM

Hello,

We are not sure why you have problem with your Server .

Your refund will be $19.95 based on our terms and conditions that you have agreed when signed up.

Please advise if you need to process your cancellation .
To refund you please close the Dispute first.

Regards,

Customer service @ Mochahost

MochaHost~ The Online Central
Billing Department~

*********************

Customer service @ Mochahost
Posted On: 11 Apr 2011 08:25 AM

Hello,

To refund you please close the PayPal Dispute.

We are sending your account cancellation request for processing.

You will be notified as soon as the hosting package in question has been deleted.

**If you register domain with us**
Please note that we will not renew any domain names associated with this
account since we do not provide domain registration services for any
accounts which are not active with us. If you like to keep your domain
registration, we suggest that you transfer your domain to another domain
registrar - we can provide you with the EPP authorization key for your
domain and unlock it for transfer. Please reply to this email if you'd
like us to do so.

***If you have PayPal Subscription. Please make sure that you cancel it. It will keep sending payment to us if you do not...

Please note that any available refunds based on our terms and conditions
may take up to 5-7 business days to be processed on our end.

30 Days Money Back - during the first 30 days as a MochaHost.com
customer, if you decide to stop your service, we will refund your
HOSTING fees in full.

180 Days Risk Free - during the first 180 days as a MochaHost.com
customer, you can opt out to cancel your account, and regardless of your
commitment (1 year, 2 years, 3 years, etc), you can request a refund
for all unused hosting fees. There will be no penalty fee or
cancellation fee. You will be pro-rated for all unused hosting fees
based on our standard monthly package pricing

The 30 days money back guarantee and 180 Days Risk Free do NOT cover the following:
? Domain: Registration/Transfer/ID protection
? Private SSL fees
? Additional static IPs, additional site builder licenses, or other = licensed products purchased through us.
? Any setup fees or processing fee
? Upgrade/Downgrade/OS changes

For more information you can go to http://www.mochahost.com/risk_free.php and http://www.mochahost.com/tc.php

If you have additional question regarding this cancellation please fell free to reply to it.

Have a nice day!
Regards,

Customer service @ Mochahost
MochaHost~ The Online Central
Billing Department~

*********************

Customer service @ Mochahost
Posted On: 17 Apr 2011 08:56 PM

Hello

Your account/hosting plan has been canceled as per your request.

We will be closing this ticket.

If you have additional question regarding this cancellation please fell free to reply to it.

Have a nice day!

Note: This post was edited by a forum moderator to edit out customer support names on 09/10/2012 at 2:31 PM PT

One more thing I forgot to mention. After 5 days they just replied to my ticket asking what software I use to determine that my site is down. WHAT SOFTWARE I SAID!!! Why don't you open a freaken browser and type the URL in there and see it for yourself. 5 days and then asking how they can determine if a site is down. THEY ARE ASKING ME. I just hate stupid people and it appears that they have collected all of them from around the world in that place.