My website is suspended and my ticket is ignored

[solace-ken]

Hi,

They were having some server issues and were probably busy fixing stuff. Usually when outages happen, the support team gets overwhelmed with tickets and it creates a backlog. I tried your URL and I see that it is suspended. Here is a FAQ about why this happens:

My account is suspended, what can I do now

You’re probably looking at this article because your account was just suspended. If your account is suspended, it means you cannot login to your control panel, use FTP or visit your website. If you want to know what to do next, the first thing you need to know is why your account was suspended. There are three different suspension types. Suspended on request or inactivity If you used the Deactivate Account option in your client area or if your account has not received any visitors in 30 days, i…

Usually, this is a result of:

• Inactivity (no visits to your site)
• Over usage of resources: on a free site you are limited to how much server resources you can use. Check these FAQs for some info:

What does the inode limit mean

One of the limits in the control panel is the inode limit. What is it, and what happens when you reach it? What is an inode? In short: every file and directory on your hosting account is an inode. Unix-like systems, like Linux and macOS, use inodes to store information about files and directories. Every file and directory on a computer has an inode. A file system has limited number of inodes it can store, and the more inodes are on a system, the longer it takes to look up files. So too many in…

What does the CPU limit mean

One of the limits InfinityFree enforces is the CPU limit. This article explains what the CPU limit means and how you can control it. What does CPU usage mean and why is it limited In the computer you’re reading this on (regardless of whether that’s a PC, laptop, tablet, phone or something else), there is a processor. This processor, or CPU, does all the calculations for all the programs running on your computer. If these programs use too much processor power, your computer will slow down, possi…

What does the RAM limit mean

One of the limits InfinityFree enforces is the RAM limit. This article explains what the RAM limit means and how you can control it. What is the RAM limit? The RAM of a computer, often just called “memory”, is the storage uses by programs to store temporary data while the program is being executed. Every time a PHP script is executed, it uses RAM to store intermediary data necessary to generate a response. Free hosting servers come with a large amount of RAM, but the amount of data that can be…

With all technical issues (and dealing with support from ANY company) the key is: “persistence and patience”. If you start swearing at them or sending hundreds of angry emails they will probably ignore you. It’s not worth it for any company to deal with irate customers that take up all their resources.

Go through the legitimate channels. Ask your question, and then be patient while they respond. If you were paying for hosting and there was a problem then you would have the right to be demanding and ask why they aren’t delivering the services you paid for. But, free hosting is FREE. You pay nothing for it. One of the downsides to this is that you should have no expectation of instant responses and immediate attention. You aren’t paying for anything. It’s 100% free. That means that problems get solved in the order they come in and at a pace that the company can manage.

If you need 100% uptime – you should look into buying a premium hosting package. That will entitle you to fast support and Quality of Service (QOS) expectations. Sometimes free stuff goes down. But, they fix it, and life goes on. Getting angry at support won’t resolve your issue.

I had a web site that was suspended once too. I had installed an RSS feed reader and subscribed to a bunch of hacker and security sites. Some of those sites talked about “keyloggers”. InfinityFree has a strict policy about hosting hacking stuff on their free servers. So, my account was flagged for suspension. I reached out to support. They eventually got back to me and told me why my site was suspended. I removed the offending material and told them it was fixed. They reinstated my account and everything was fine again.

If your site got suspended – it was for a specific reason. Just be persistent and patient and you will eventually be able to figure out what went wrong and try to fix it. But, you have to remember that this service is costing you nothing. It’s 100% free. So you have to adjust your expectations accordingly. If you want premium support you have to pay for premium hosting.