Account suspended, what would you do

[blackswan]

We have had our website for 3 years, it is busy and a very large website with lots of information on it. With roughly 2000 unique visitors a day and 4 million hits a month.

This morning we found a message that our account is suspended.

Our host now tells us that we have been suspended due to phishing they also say it is quite possible we have been hacked We know we are innocent so suspect we have been hacked through maybe a weak script or something.

The host is telling us we can have our website back if we reload the whole site with 'clean' pages and secure scripts and files. We understand the reason why but surely as we havent done anything, we should be able to get hold of our old files to use.

What appalls us the most is that we cannot actually talk to anybody, all we are being told is to email them and they will answer within 24 to 48 hours, we have already lost our website for 12 hours, this is to innocent people. Why arent they helping us.

To deepen the mystery, we have not had webstats for some months, and have asked for them back, I had an email yesterday from them saying that they were going to get a cronjob to make sure that we can have them from now on. Believe it or not our stats were for 2020 or other years in the future.

Now all of a sudden our whole website has been 'hacked'

Is that suspicious or what

What would you do?

[Mong]

Sometimes mail function of php can create lot of big problems for web hosts.
Anyways its very sad story and you really need to find good host and release tension by forgetting the damage which has already happened.

[websiteideas]

That is a depressing story, indeed. Do you have a back up of your files?

[John Scott]

Who is your host?

And, you should never host with a host that doesn't have phone support. Email support just slows down the resolution process.