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nexpoint service down?
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Posted by ShoutcastStreamin, 10-04-2010, 02:56 AM Is anybody else having problems with Nexpoint? Our server is down and we can't even reach http://www.nexpoint.net to put in a ticket.
They don't seem to even have telephone support from 9 PM to 8 AM.
Posted by amazingprogrammers, 10-04-2010, 08:15 AM yup, same problem here.
Posted by muumuu, 04-03-2012, 03:33 PM been having issues with our website for about 5+hrs at this point. Tracert indicates trouble at the same spot as a fellow mentioned on a 2009 downtime thread (verio.net~), and as per some of the more recent threads both their phone service and emails seem to be out. Any news on whereabouts of this?
Posted by philipjohnson, 04-03-2012, 06:42 PM No phone number, no response to my support ticket. This is crushing my business right now. No phone number even when I did a whois search. Frustrating.
Posted by philipjohnson, 04-03-2012, 06:53 PM I am trying their local number -
Nexpoint Technologies Incorporated
* (540) 442-9499
* nexpoint.net
310 Neff Ave, Harrisonburg, VA 22801
But no answer...
Posted by philipjohnson, 04-04-2012, 09:24 AM So, my website was down yesterday from about 8 AM until about 11 PM, then up overnight from 11 PM yesterday until about 6 or 7 AM today. It is down again now.
I have called, sent emails, and opened tickets on their support page online. If anyone can help me get in touch with nexpoint that would be awesome!
Posted by Motivator, 05-16-2012, 08:16 AM I too have a similar problem.. Actually I am trying to change hosts from NexPoint to HostGator (which is awesome by the way 24/7 tech support by phone/live chat). But the problem is when I tried to change my domain name to the HostGato. They said that they needed permission from the company that my domain is registered with (which HostGator indicated it was not Nexpoint) I called the company to change my domain to point to HostGator and they said that NextPoint doesn't have me as the owner of my own domain that I would have to contact Nexpoint so Nexpoint can update the account and have me as the owner.. but the problem is that I cannot get a hold of Nexpoint...I too tried email, ticket support, faxes, letters, I might even show up in their office one of this days.. It was suggested also that I could report abuse of my domain and that will shut down my site and prompt Nexpoint to call them up and update the account to list me as the owner of my domain.. but the way things have been going... I am afraid that I will just end up with my website shutdown indefinitely... Anyone has any suggestion..
Posted by flotation, 05-22-2012, 10:57 AM I am in the same boat as you guys - after learning that Nexpoint is basically out of business I am moving to Host Gator - which I love as well by the way. The problem is Nexpoint controls the DNS settings and it is in their name. Nexpoint is not responding to any e-mails and the phones are off - these guys have checked out. How do I re-gain control of my URL? Can anyone recommend a lawyer to hire that specializes in these cases?
Posted by BrianWalch, 06-11-2012, 07:07 PM I'm having similar problems as have been reported. My email service with Nexpoint is down. I'll transfer my domain, but they're listed as the admin contact.
Does anyone have any suggestions on how to transfer away from Nexpoint, if in fact they are out of business?
This isn't good.
Posted by LaLes, 06-12-2012, 07:18 PM Wow! I see I'm not the only one. I'm having the same problem.
Unable to access my emails and my website is down for the last week. After many calls ( all the #'s are disconnected)open tickets and emails without answers. I decide to go in person to their office in 777 Terrace Ave,NJ and to my surprise is EMPTY! A woman on the next office told me that they move to Englewood,NJ but she didn't know where exactly. This doesn't look good! Please let me know if anybody have more info. I'm loosing a lot of business!!!
Posted by Mike111, 06-13-2012, 09:55 AM You'll all need to contact domain.com who is the actual registrar that Nexpoint uses to register domain names. Explain to them that Nexpoint disappeared and you'd like to take ownership of your domain name(s). If you have your FTP details then you should be able to transfer your website to a new host. But if you're like me and have a MSSQL database then there's no way to transfer the database unless you hire someone to write a script using your connection string within your website to create a MySQL database and then you can transfer that over.
If anyone starts a class action law suit, please let me know here. Nexpoint could have at least warned us they were going out of business and they just left us hanging. Good luck everyone.
Posted by f100rob, 06-13-2012, 04:58 PM I's sure like to be able to download my latest page updates, but that's not possible without access to the server. Any ideas? (The nexpoint main page is now a "for sale" sign ...
Posted by Mike111, 06-13-2012, 05:22 PM f100rob - You're going to the wrong nexpoint, probably nexpoint.com. The nexpoint hosting company is at nexpoint.net and it's still up and running but there appears to be no one managing it. I have four websites with them, one on a shared windows server and three on a windows VPS server, and they're all still working. I'm not having any trouble connecting by FTP to either server. Is your website still up? If it is then you should be able to connect by FTP and download your website. Try intalling "filezilla" a free FTP program but you'll need to know your FTP login and password. I wouldn't recommend uploading any updates to your website because you should be looking for a new hosting company at this point in my opinion.
Posted by Kegger, 06-15-2012, 02:55 AM I have had a dedicated server with nexpoint for about 7 yrs. Up until the end of May everything was fine, then on Jun 5 the server went down.
Despite repeated attempts by email, support tickets, telephone (disabled), and even fax, the server is still down.
We even paid for a back up service to another server, but even that is down now. So I have all my staff manually restoring databases.
We have lost 10s of thousands of dollars in this time.
The worst thing is that we asked nexpoint to register domains from us and I have just got off the phone with domain.com and they are waiting for legal analysis from ICANN before doing anything. They are aware of the issue, but they have their hands tied as nexpoint registered themselves as the owners of the domains.
According to domain.com nexpoint has told them that they are still in business, and have a backlog of emails.
This is really screwing with my head.
Moral of the story is to register the domain directly with register. A mistake I won't make again.
Posted by Mike111, 06-15-2012, 06:07 PM Here's what needs to be done to get your domain name back. You must file a complaint with ICANN (icann.org). You can go to their webpage here: icann.org/en/contact and scroll down to where it says "click here to fill in the complaint form" or you can go directly to the complaint form at this webpage here: reports.internic.net/cgi/registrars/problem-report.cgi
We need to all complain about this so that ICANN will force domain.com to transfer ownership of our domains back to us. Without ICANN's accreditation, domain.com would not be in business registering domain names so ICANN is the final authority we need to complain to.
Kegger - You're right about always registering a domain name directly with an accredited registrar. I remember asking Nexpoint years ago about why they were listed as the owner of my domain name on the whois search and they told me I was still the owner but they do that just to protect our privacy. Domain.com said that was not true because that's not the proper way to do an anonymous domain name registration. So there was deception on the part of Nexpoint that I didn't understand until now. Nexpoint is basically holding our domain names hostage and forcing us to stay with their webhosting service which is terrible right now.
Again, if anyone starts a class action law suit, please let me know here. Nexpoint could have at least warned us they were going out of business and they just left us hanging. Good luck everyone.
LaLes - The latest invoice I see from Nexpoint shows their address as:
492-C Cedar Lane #304
Teaneck, NJ 07666
Posted by Kegger, 06-15-2012, 06:47 PM Thanks Mike,
Have complained to ICANN.
I'm all for a law suit as this has really screwed us, just after we have got back on our feet after the Tsunami and Nuclear situation (we are in Japan).
I've decided to register similar domain names to what I have, just so we get our presence back online, as this dispute with nexpoint/domain.com may take some time to resolve.
Posted by Don Raggio, 06-18-2012, 04:05 PM I have been doing business with nexpoint for 14 years. I understand they were bought 6-8 months ago. Since then it has been a disaster.
They stopped phone support (and soon after any support). The address 492 Cedar Lane, #304 Teaneck NJ 07666 is a post office box service. I have a dozen sites with them (most not working). I have back-ups but most are data driven and I use their MS SQL servers. I have moved some of the HTML sites, but the business sites can not be moved until I have access and of course the emails are down. I get the same response to each ticket "We apologizes for delay in response. Our concern department will update you ASAP. Meanwhile your patience is appreciated. Regards, Adam". I have dedicated servers with them that are working and would set up the asp site on then (they are windows servers) but I can not get a reply (phone or email) from anyone. I did get an email to say my credit card was charged for it's monthly dedicated servers. I would like to be involved with (what looks like) a class action suit. --Tired of typing--
Posted by Mike111, 06-18-2012, 09:39 PM Kegger - Did you fill out this form titled "TRANSFER OF HOSTING ACCOUNT AND/OR DOMAIN NAME RE: UNAVAILABILITY OF CURRENT REGISTRANT?"
mydomain.com/legal/pdf/UnavailabilityofRegistrant_48.pdf
One guy at domain.com told me it would allow them to transfer my domain name to me but it takes 14 to 21 days to process. However, another guy at domain.com said it probably wouldn't help because when they receive it from me they will forward it to Nexpoint and unless Nexpoint signs something to allow the transfer, domain.com won't change the ownership anyway. It costs $25 to submit and requires a notary public signature before mailing it which is usually about $10. I'm working on getting this done now.
Have you heard anything back from ICANN.org? I filed the udrp complaint form but I haven't heard back from them. I'm going to email them also at compliance@icann.org.
Don Raggio - I suggest you go to mybilling.nexpoint.net and change your billing information to prevent Nexpoint from charging your credit card any more.
I'll let you guys know what my lawyer says.
Posted by Kegger, 06-19-2012, 12:00 AM Mike - I've got a copy of that, looks like a lot of work, esp as we are in Japan and prob have to get all the forms translated.
I have not heard back from ICANN, but sent another request in.
For some reason our server came back online overnight, so have ftp most site off the server, but can access rdp, so having problems getting the mssql database I need.
Posted by Mike111, 06-19-2012, 02:13 AM Kegger - Man I feel bad for you. I'm a programmer but I still had to hire a programmer who is familiar with my database structure to create a backup copy of my MSSQL database into a MySQL database. He uploaded his script onto my Virtual Private Server and was successful. I don't know if he can help you but I've never met anyone more knowledgable and affordable than Phil at bettapages.com.
You probably already know this but the problem with running your websites under new names is that you'll lose all of you search engine rankings. I thought about buying a new name and running my website copy on the new hosting server, and I could add 301 redirects on all of my webpages on the old Nexpoint hosted site, but there's one big problem - a key factor to search engine rankings is the age of the domain name. If you start with a new name then all of the search engines will treat your website like a brand new website and it'll take a while to even be found other than by advertising.
My lawyer suggested writing a letter to Nexpoint demanding that they unlock the domain and send me the transfer code. Sometimes people respond better when they're contacted by an attorney. Good luck to you and everyone.
Posted by Gibson, 06-19-2012, 09:52 AM Thank you everyone for sharing this very useful information. I'm fortunate that I had not yet set up my website, so only my e-mail was impacted. Still, even if Nexpoint is up and running under new ownership (I was pleasantly surprised when my e-mail was working this morning)the service over the past six months has been unacceptable and I'm in the process of applying to ICANN to transfer my domain.
Good luck!
Posted by alexjaa, 06-19-2012, 06:45 PM Last email I received was yesterday at 10:29 pm CST. No emails since then from the nexoint hosted email service. This is the contact information I got from the web, but no resolution from the support ticket. phones don't get answered at all.
XIBI Group - DBA Nexpoint Web Hosting.
492 Cedar Lane, #304
Teaneck NJ 07666
phone: 1.201.654.6130 (xx NO REPLY TO THIS PHONE EITHER)
It will be quite a hassel to switch.
Does anyone know for sure what happened? Are they just gone?
Posted by Ruppster, 06-19-2012, 10:11 PM The last regular email I received had a time stamp around 7:30 am this morning. Throughout the afternoon I've been sending test messages from a backup Yahoo email account but each time I did I received a failure notice a few seconds later with the following info:
No MX or A records for (domain_name_here)
I can still access the web server via Thunderbird or a web browser window, the email server just can't receive new stuff. I did get one email about an hour ago (spam, of course) but when I tried to send to it myself a few minutes ago I got another failure notice from Yahoo.
This afternoon I opened 2 service tickets with Nexpoint (one service ticket was for the email problem) and I did receive 2 automated email notices from them via my domain's email account so it looks like their system is still able to deliver emails within the system. My main web domain was due for renewal yesterday so I don't know if this current issue is a Nexpoint outage or due to a late renewal (will know more within the next day or two). Right now I'm assuming it's due to a late renewal since my other domain is not having any problems (that I know of).
Speaking of service tickets one of the tickets I opened was about a weird IP address issue I was experiencing this evening. If I tried to access my web site with a www at the beginning of the name the browser could not find the domain. But if I left the www off I had no problem with the web site. I did a couple of ping and tracert commands in a DOS window with and without the www and it showed 2 different IP addresses.
About an hour after I opened the service ticket with Nexpoint about the problem I thought I would call Domain.com (they are listed as the registrar according to whois.com) and see if there was anything they could tell me. After I explained the problem to the tech at Domain.com he had to put me on hold as he couldn't even access the main domain. While on hold I was disconnected. About 20 minutes later I discovered the problem was solved. A ping command with and without the www is now coming back with the same IP address (the correct one).
I called Domain.com back to see if it was something they did or not and after spending an hour on hold I finally reached a human. The bummer is this other tech told me the first tech I dealt with earlier had already left for the day. He said he will have to get with the first tech tomorrow when he comes back to work to see if he did anything and he will email me to let me know what he finds out. The reason I want to know is to see if it was something they did or if not then that means there's someone still around at Nexpoint trying to take care of things. Since the web site worked shortly after the initial call with Domain.com I have a feeling it was them and not Nexpoint but I want to be sure before I write Nexpoint off.
One thing the last tech told me was that he was aware of the issues with Nexpoint (the first tech never heard of them) and that even they were having problems contacting the company, they even tried to get a hold of the owner to no avail. I just hope this is a short term issue as I've been with them for 10 years and they have always treated me right.
Posted by Smart2Host, 06-19-2012, 11:26 PM They might have some legal issues. I am not sure why they are down.
Posted by alexjaa, 06-21-2012, 07:10 PM any response from these guys? anybody? Looks like they are still down - the week has almost gone. I was able to send a test email on Wednesday but that happened only once. The second email is still sitting in the "outbox."
Posted by Ruppster, 06-21-2012, 08:50 PM In the last 36 hours I received a few responses to the 2 service tickets I opened a couple of days ago and I originally thought they came from Nexpoint tech support. But after talking with a gent at Domain.com this afternoon I found out that what I received were responses from Domain.com techs and not from anyone at Nexpoint as Nexpoint is only a reseller and has no tech support people of their own. And here I was beginning to think that Nexpoint was actually trying to get thinks fixed. Oh well.
This afternoon I did find out something interesting from the gent at Domain.com though. He told me that they are opening up job tickets for the people that are with Nexpoint and asking for the person's name, phone number, and email address because their legal department is now looking in to taking care of this problem themselves, possibly taking everything to ICANN all at once. But this is only if your domain has Domain.com as the registrar via Nexpoint. I have a second web site but it is through Softlayer and Domain.com told me they couldn't help with that one (I've already contacted Softlayer anyhow). So if you do a whois on your doamin and it comes back with Domain.com you might want to call Domain.com and ask about opening a service ticket. This appears to be a recent idea as I talked to them 2 days ago and they directed me to MyDomian.com. But today they told me that that was no longer required as they are trying to solve the issue instead.
Over the last several days I have had a few conversations with the techs at Domain.com (though it was a pain having to wait for an hour on the phone each time but it was worth it in the end) and overall they have been very helpful with a mess that is not their fault. If I ever get the domain ownership issue sorted out I know where I will be sending my business to from now on.
Posted by Mike111, 06-22-2012, 11:56 PM I finally got my domains transferred to my account. It turned out that I had an account with domain.com because I purchased a domain 5 years ago through them. I was told by Nexpoint support to email billing@xibig.com (the company that owns Nexpoint is Xibi Group Inc) and ask them to transfer my domains that were with Nexpoint to my account. I gave them my account username and I also attached invoices proving that I had registered them through Nexpoint.
I realize most or all of you do not have an old account with domain.com but there is another solution. First, I should tell you that it's not as simple as creating a new account with domain.com and getting a username because I was told that they recently created a new system and domains that are controlled by the old system cannot be transferred to the new system. Anyway, there is another solution which I have not tried. You can still send an email to billing@xibig.com and ask them to unlock your domain name(s) and to send you the "authorization code" for each domain name. Then you can request a domain transfer with another accredited registrar, such as Network Solutions. You can find a list of accredited registrars at ICANN.org. The only possible problem is (and I'm not positive about this) the new registrar might send an email to Nexpoint just to confirm the transfer and Nexpoint may or may not respond to that email (as we all know.) In any case it's worth a try and you can discuss the email verification with the new accredited registrar you sign up with.
Apparently, Xibi Group Inc has done this before with another hosting company they owned called Hostonce.com. In my opinion, Xibi Group Inc is a scam and a fraud, and Nexpoint is a scam and a fraud. They should have never been allowed to register domains in their name instead of their customer's name. It's like a real estate agent putting his name on the title to the house that you bought...it should be illegal and it's a total scam and fraud. When I asked them why my domain was in their name years ago they told me it was for my privacy, but that's not true. There is a way to pay for privacy with any registrar. My suspicion is that they do this so they can sell our domain names to link farms and bogus SEO companies who sell links from websites with decent PageRank.
Good luck everyone!
Posted by kpmedia, 06-23-2012, 11:30 PM
Crappy hosts never improve.
HostOnce was also guilty of registering domains with their information.
Migrate to a quality host like Stablehost or Hawkhost, and you'll avoid these sorts of issues in the future.
.
.
Posted by Ruppster, 06-23-2012, 11:33 PM Thanks for the info Mike. I sent them an email around 10:30 this morning requesting the codes for my two sites and they sent it to me shortly before 9 pm.
Posted by rlamfink, 06-26-2012, 02:45 PM I had a couple of open support tickets. Called the number, left a message.
Someone called back shortly. I ranted some. She said that they are not going out of business.
Told her which tickets were mine and that I wanted my domain name updated to show that I own it. She said ok. We shall see what happens.
Posted by alexjaa, 06-26-2012, 08:15 PM What number did you call?
Posted by rlamfink, 06-27-2012, 07:20 AM 201.654.6130
Posted by garycarr, 06-27-2012, 11:03 AM
Apparently, Xibi Group Inc has done this before with another hosting company they owned called Hostonce.com. In my opinion, Xibi Group Inc is a scam and a fraud, and Nexpoint is a scam and a fraud. They should have never been allowed to register domains in their name instead of their customer's name. It's like a real estate agent putting his name on the title to the house that you bought...it should be illegal and it's a total scam and fraud. When I asked them why my domain was in their name years ago they told me it was for my privacy, but that's not true. There is a way to pay for privacy with any registrar. My suspicion is that they do this so they can sell our domain names to link farms and bogus SEO companies who sell links from websites with decent PageRank.
BTW, the reason that we registered the domains in the Hostonce name was that at the time we were one of the first companies to offer a free domain name with a hosting account. Back then domains were still in the $35 dollar range so we registered the domain in the Hostonce name to protect that investment until the customers hosting term was fulfilled.
Posted by alexjaa, 06-27-2012, 01:18 PM Thanks. Will try that.
Posted by alexjaa, 06-27-2012, 01:21 PM just checking if you had an extension to dial. Otherwise they are just transferring to a general voice mail. Please let me know. Thanks.
Posted by Ruppster, 06-27-2012, 01:38 PM
Someone called back shortly. I ranted some. She said that they are not going out of business.
Have had some luck with the email address Mike provided though. In the last few days they've given me the transfer authorization codes for both of my domains. Right now I'm in the process of transfer the one that is registered with Softlayer (was resellerone) over to Domain.com. They still haven't explained to me what happened though nor have they apologized for the poor service for the last week or two.
As far as I can tell my main domain and email went down because Nexpoint failed to renew the domain registration. When it came back up the other day I asked a tech at Domain.com who renewed the domain registration and he told me it looked like Domain.com did and sent a bill to Nexpoint for the fee. During a different call to Domain.com last week one of the gents I talked to told me they too have been trying to get a hold of someone with Nexpoint for a while now and weren't having any luck either. At the time he also said they couldn't even get a hold of the owner. But when I called Domain.com back on Monday I was informed by a different tech that Nexpoint was moving to a different server and not going out of business. So this last second claim of "they were moving to another server" doesn't explain the lack of communication. At the moment I plan on keeping the hosting with them (just wanted the domains registered in my name so I can move them if they went down again) but if they continue to keep costumers in the dark then I will move the hosting for both domains over to Domain.com too.
Posted by alexjaa, 06-27-2012, 04:24 PM Is your email servce working? My eamil is not working. Nothing goes out or comes in. The webmail is not accessible either. I have left a message at the general number but I guess it will take a while. I have also emailed to billing@xibig.com. Let's see what happens.
This is just plain wrong and definitely fraud. Does anybody know a class action lawsuit lawyer. I believe not only XIBI group will be in trouble but also Domain.com. This is overall aweful...
Posted by Ruppster, 06-27-2012, 05:38 PM I can access email on both of my domains with Mozilla Thunderbird using the setup info that Nexpoint sent me back when the domains were created. Before my main domain went down I could use webmail on both of the domains but after the main domain was restored webmail no longer worked. About a day or two after they restored my main domain webmail quit working on my other domain. I sent a message about it to the support staff via a service ticket that was already open but that was 2 days ago and I have not heard anything back.
As far as Domain.com why are they in trouble? How is Nexpoint's actions their fault?
Posted by alexjaa, 06-27-2012, 06:18 PM u are right Domain.com is safe. But, if we were to get a class action lawyer, and nexpoint has nothing left, they could probably go after them with an argument that they should have done more to restore service to the domains that lost business. Definitely a grey area. May not be enough in this for a class action lawyer to pick it up. But it is worth thinking about. Anybody for it?
Posted by garycarr, 06-28-2012, 07:56 AM Try the following number. That was the xibig number in NJ.
Telephone.
201.654.6130
Posted by alexjaa, 06-28-2012, 12:45 PM Left three messages in general voice mail because don't know any extensions. No response whatsoever.
I don't really know what else to do. short of filing a Transfer of Hosting Account and / or domain name re: unavailability of current registrant. And, that is also not sure will work.
Posted by trosstv, 06-29-2012, 10:05 AM This thread has been very informative. Like many of you, I have used Nexpoint for years (10 years for one of my sites), and until very recently had no complaints. One of my two sites has been down since last Saturday, which was when I learned that Nexpoint no longer answers the phone at all or looks at tickets on the weekend. The replies to my tickets are very much like those that some of you have quoted. Nexpoint's Adam says "We apologies for inconvenience" while Diana says "We apologizes for inconvenience." What neither of them is able to do is give me any reason to believe my site will be up again any time soon.
My other site on Nexpoint is up, but it was hacked by malware that exploits weaknesses in Plesk -- see the "Runforestrun and Pseudo Random Domains" topic at blog.unmaskparasites.com. Google blacklisted the site. I cleaned it (only the index.html page had been infected) and reapplied to Google, which then whitelisted me again.
I checked other sites that share my Nexpoint IP address by submitting them to sitecheck.sucuri.net and found 10 more that were similarly infected. I reported this to Nexpoint, and their response was to say that they would notify the owners of the sites I listed. What they should, I think, have done was to fix the security holes in the versions of Plesk they are running.
So Nexpoint now fails in the two basic tasks we ask of them: to keep our sites available and to make them secure. Even if they restore the site that has now been down for six days, I now think it will be vulnerable to the kind of attack that seems to spread on their servers.
Yesterday I signed up with Hostgator and moved copies of my sites there (fortunately I did not have anything on Nexpoint that I did not have my own copy of). For one of the sites I have the domain name with Godaddy, so I could change the DNS listings myself. For the other one, I have the domain name through Nexpoint, which meant I would have to open a ticket requesting the DNS change. Fortunately they responded within the day, and now both of my websites are becoming available at their new homes.
The last remaining tasks for me are to let my existing Nexpoint accounts die before they are up for renewal, which should be easy enough, and to transfer the domain name I have with them, which apparently will not be so easy.
Terry Ross
Posted by kpmedia, 06-29-2012, 10:32 AM
I have the domain name through Nexpoint
Godaddy is far from the best, but is still a step up.
Namecheap and Directnic are far, far better choices for registrars.
.
.
Posted by trosstv, 06-29-2012, 11:30 AM
Godaddy is far from the best, but is still a step up.
Namecheap and Directnic are far, far better choices for registrars.
Terry Ross
Posted by alexjaa, 06-29-2012, 11:57 AM At leaset some of you have had the luck of somebody responding to your tickets. I have just had radio silence. Shouldn't we do something about these people. It is not OK to just let people's emails die for weeks and not respond to anything.
We should think about some CLASS ACTION SUIT. How much business people must have lost?
Posted by kpmedia, 06-29-2012, 01:04 PM
I reeeeeaalllllly think you need to reanalyze this whole situation.
You could easily lose your domain.
.
.
Posted by alexjaa, 06-29-2012, 01:14 PM I guess you are right. However not having email for weeks is just not done.
Don't know how many people are the same situation. I am not that tech savvy, but have tried to move the domain. Most likely it might be done soon but that takes time too.
Was your domain registered in Nexpoint name or yours?
Posted by trosstv, 06-29-2012, 03:40 PM
I reeeeeaalllllly think you need to reanalyze this whole situation.
You could easily lose your domain.
I have opened another ticket at Nexpoint asking them to see that my domain name is unlocked and that the admin email adddress is set to my own email address. I also asked them to send me an authorization code. At this point I can wait a little while for them to respond. If they do as I ask then I can transfer to Godaddy. If they balk, then things may get more complicated.
Posted by garycarr, 06-29-2012, 04:37 PM Try these emails. I doubt they will respond but you never know.
Mark Buzharsky markb@xibig.com
Alex Cohen ac@xibig.com
Virtor R vr@xibig.com
Posted by garycarr, 06-29-2012, 05:10 PM Here is another contact at xibig with a phone number.
Natalia
nkof@xibig.com
201.763.9600 Ext.2126
Posted by trosstv, 07-01-2012, 10:50 AM A follow-up on my attempts to leave Nexpoint...
I had already moved the contents of my sites from Nexpoint (where one site had been hacked and the other one had been down since June 23) to Hostgator, and had Nexpoint change the listed nameservers so that people would be taken to the new locations. The last step was to transfer the domain name I held through Nexpoint to Godaddy. I opened a ticket with Nexpoint asking that the domain name be unlocked, that the admin email address be set to my own, and that Nexpoint send me the authorization code. The first reply to the ticket was this:
"We apologizes for delay in response.
There is no need to transfer the domain. If you still want to transfer domain registrar them our concern department will update you ASAP. Meanwhile your patience is appreciated."
I updated the ticket and said, yes I do wish to transfer my domain, and repeated my request. Within a day Nexpoint did everything I had requested. I went to Godaddy and followed their steps to transfer the domain name to them. Within an hour I received an email from domain.com (the registrar Nexpoint uses) saying that the transfer request had been received, and telling how to cancel it. "If we do not hear from you by 2012-07-06 03:12:18, the transfer will proceed."
I still can't reach the site I had on Nexpoint (it has now been down for 8 days), but people are able to reach it at its new home, and I am no longer subject to Nexpoint's problems.
Posted by rlamfink, 07-12-2012, 11:01 AM Update on my experience with Nexpoint/Xibi.
Finally got them to change my registration to show me as the registrant and admin contacts by writing to billingmng@xibi.com multiple times.The first time I was told that the registration had been updated per my request. After checking my listing several days later and it still showed domain.com as the registrant. Second time I wrote it was corrected.
However, I still can't get support to fix my inability to do an MS-SQL database backup. Posted back and forth with "Adam" until he appeared to understand the problem and now nothing, despite now posting new tickets for each database I can't backup.
Additionally, the voice mail that was semi-useless anyway, is now full.
Posted by mqueuester, 07-16-2012, 11:57 AM Worst service ever. My email now has been down for over a month and the best I can get out of them is an illiterate and incoherent response about how it's my fault because thier state of the art equipment (that they just migrated to for the customers' benefit) is functioning perfectly.
It's digraceful. I can see Curley, Larry, and Moe roasting wiennies in their data center and poking each others eyes out....
They SUCK!
Posted by mqueuester, 07-16-2012, 12:02 PM
I reeeeeaalllllly think you need to reanalyze this whole situation.
You could easily lose your domain.
.
.
Posted by Trella, 07-21-2012, 05:47 PM My website has been down for 5 days. Phone numbers there do not work. I cannot contact them. Only one reply via their website said to "be patient, they are working on it." Now, after reading these other emails, I am very suspicious that they have left us with no warning. Does anyone know anything for sure?? I just joined this forum today, July 21, 2012.
Thanks for any help.
~Trella
Posted by Trella, 07-21-2012, 05:56 PM My website has been down for 5 days. Phone numbers there do not work. I cannot contact them. Only one reply via their website said to "be patient, they are working on it." Now, after reading these other emails, I am very suspicious that they have left us with no warning. Does anyone know anything for sure??
Thanks for any help. I just joined this forum today, July 21, 2012. What is everyone doing about this issue?
~Trella
Posted by mqueuester, 07-21-2012, 06:16 PM They are still responding to their open tickets....with cut and paste "sorry for the inconvenience" Diana said everything is working fine and darren said that curley larry and moe are still working on the problem. I'm moving my stuff...it's become ridiculous
Posted by Trella, 07-23-2012, 05:21 PM I cannot even get into my ticket anymore. My login fails everytime. Even when I set up another login name. Does anyone know how to get through to a live person there? I am at a loss to know what to do. Would like to get my money back and find a new server. Does anyone have a Nexpoint.net server that is still working for them??
~Trella
Posted by InterageMark, 07-24-2012, 03:55 PM Well - one of our clients has a site with Nexpoint... mebbe I should say HAD. We still have FTP access, but no cpanel, no plesk, no database connectivity, and no site access via FTP.
No response to our ticket so far, and while the Xibi number posted here before does take you to a general mailbox - we've gotten no response as of yet. The numbers on their site are either disconnected, or play an announcement for cheap tickets.
Sigh.
Posted by EricaD, 07-25-2012, 11:16 AM My company's site has been hosted with Nexpoint for six years. The site has gone completely down a couple of times since I've been here (8 months), or it has reverted back to an old version of the site a few times. The first few times I was able to call their 866 number to have it fixed. The last couple of times, as you all are aware, the phone number didn't work. Just a few weeks ago, I put in a support ticket online and it was answered by "Darren" the very next day.
However, last week many parts of our site reverted back to an old version, so I put in a support ticket online. When I didn't get a response the next day, I started doing some research and found this message board and several others. It is really dire that we get our site back up and working within the week because we have to begin marketing for several important upcoming events that are a huge part of our revenue for the year.
Today I FINALLY heard back from them with this cryptic response:
Hello,
We are still in business.
The hardware in DC was old and we have to transfer every single server to the ew DataCenter we have DC in Columbus OH.
The former support of NexPoint just disappeared without any notices..
We have to figure out the structure from scratch plus the hardware( huge outdated issue).
We dont have phone support at the moment and in our days this type of support is not possible.
We stabilized all tech issue(almost all) and we will start pre-migration task next week with hardware installation, new licensing, software , etc..
Please upload the site from scratch as the backup is containing .js infected files.
Regards,
Adam
The least they could do after not responded for so long is to use proper spelling and grammar. I had to read this several times for it to sort of make sense. We are officially leaving Nexpoint for HostGator, and I will have to rebuild all of the pages we lost when it reverted back to an old version.
HostGator has made the transition really easy, and I've never had a problem getting any support ON THE PHONE! What a concept, right?
Posted by InterageMark, 07-25-2012, 11:25 AM Yikes. Thanks for the update. We haven't heard ANYTHING from them - but the "upload from scratch" message doesn't bode well for folks who have database-driven sites.
You might want to consider using archive.org to see if the most recent content is up there. Might save you a bunch of time.
We're moving the site to Host Duplex. They're awesome.
Posted by kpmedia, 07-25-2012, 12:26 PM HostGator was just bought out by EIG. So not sure that's a good move.
I'd have opted for somebody like Stablehost or MDDHosting.
.
.
Posted by InterageMark, 07-26-2012, 06:31 PM Just got this:
---------------
Hello,
We can understand your frustrations.
We are facing some technical issues at our DC end. Our DC admins are working hard to resolve the issues.
We dont have ETA about the resolution. but we will let you know once everything is fine.
Meanwhile your patience is appreciated.
Your data is safe, but server is not accessible.
If you want we will setup your account on our another stable server, but you will have to upload your data from scratch.
Please let us know how you would like to proceed.
Regards,
Diana
-------------------
The conflicting "your data is safe" and "upload your data from scratch" made me laugh out loud.
Posted by RizuDaab, 07-28-2012, 08:10 AM Explain to them that Nexpoint disappeared and you'd like to take ownership of your domain name(s). If you have your FTP details then you should be able to transfer your website to a new host. But if you're like me and have a MSSQL database then there's no way to transfer the database unless you hire someone to write a script using your connection string within your website to create a MySQL database and then you can transfer that over.
so wha can i do now.
Posted by rlamfink, 07-30-2012, 10:02 AM Some progress.
I finally got Curly to understand that the backup icon was non existent on one of my accounts and greyed out on another.
He got the permissions set right to show the icons.
However the database backup function results in an error, which I sent a copy of back to him. (Strangely, my two accounts give different errors.)
Anyway, once I can get a real restorable backup, I'll let you know.
Posted by webkit, 08-23-2012, 12:57 PM was able to backup via IP control panel today so at least assets intact. unreliable name servers seem to be the current problem. from reading posts i am worried of theft of domain services and wonder if people plan to complain to NJ AG or start any legal action.
Posted by Trella, 08-23-2012, 01:38 PM My website was up for a short time, and now is down again today. Even Nexpoint's own website is down. Wonder what gives? Does anyone know how to contact them? This is getting very frustrating.
Posted by JLaw, 08-23-2012, 02:52 PM My nexpoint-hosted site has been down since yesterday at least - I can't reach the nexpoint support site either. Very distressed to read about what's going on, but am thankful for the information sharing here. I will be emailing/phoning the various contacts here in an attempt to wrest my domain name from them and get it transfered!
Posted by webkit, 08-23-2012, 03:16 PM seems the nameservers are down as i was able to access server via ip. what's rude is they took their phone totally offhook today with a short msg (as if it ever took a msg or anyone answered).
what scares me more is they have all our domains in their name so i am behooved as to process to get them back. icann site is so confusing and bureaucratic, there must be an easier way?
nexpoint is dead, xibig is scaring me.
Posted by Trella, 08-23-2012, 03:23 PM Does anyone know how we can get the ownership of our domain name back? I don't even know where to start!
Posted by JLaw, 08-23-2012, 03:28 PM Trella, from this thread it seems the only way is for someone at nexpoint/xibig to change the admin email of the domain to your email, so that then domain.com can transfer the domain.
Very, very frustrating.
Webkit, you are able to get to their support page via IP? Or to your own site? If their support page, can you post the IP?
Posted by jtmalt, 08-23-2012, 03:43 PM Same boat here. I have a site for my community association hosted through them, and haven't been able to reach it for two days. It's in Wordpress, so all the content is in the SQL files. If we can't recover it from Xibi, we'll have to restart from scratch, losing a lot of content.
I sent an email to markb@xibig.com this morning, and did get a delivery receipt from his Blackberry, but no reply. No response from any of the other email addresses that have been posted.
Posted by muumuu, 08-23-2012, 06:18 PM
what scares me more is they have all our domains in their name so i am behooved as to process to get them back. icann site is so confusing and bureaucratic, there must be an easier way?
nexpoint is dead, xibig is scaring me.
Posted by webkit, 08-23-2012, 06:29 PM i had *snif* a dedicated server with nexp for years now so i just logged in to port 8443 or whatever my control panel is at. i sadly have ALL my domains hosted via these guys so i am burned because i can't transfer them away without either their compliance or a lawyer so i was advised by icann. icann said they never do anything it always gets resolved in court. i called their recommended national arbitration panel to get the ball rolling so maybe you can try too.
domains.adrforum.com/main.aspx?itemID=941 or call 800-474-2371
icann also suggested complaints to FTC, AG. i even googled tom honec former pres of nexp hoping to find him and ask him wtf and can he help.
if you google your website name there are a number of websites that will give you the ip right there. do:
ip number of (mywebsitename)
and you'll see. i did try that and IP to my other servers are also alive. so again it's clearly a fried nameserver. one domain i had was regged elsewhere and i was able to get a new hosting acct elsewhere but can't login to get the last site snapshot.. wish i had a backup of that site more recent (plus the mysql db) unbelievable fate we are in. i really hope xibo can get it together, it's not looking good.
Posted by muumuu, 08-23-2012, 07:09 PM I was on a shared space service w/ them, and alas the only thing that was returned was the IP of the name server. Great...
Looking to get alternate hosting for now and hope that they answer back so we can recover the domain name.
Posted by webkit, 08-23-2012, 07:16 PM ironically they host via network solutions and have a different set of name servers. it would be nice if they'd include nexpoint hosted domains on those and retire the non-functioning nexpoint ones
DNS1.XIBIG.COM 208.89.33.5
DNS2.XIBIG.COM 208.89.33.7
dead:
NS.NTIHOSTING.COM NS2.NTIHOSTING.COM - tried pinging the ip addresses and got timeouts.
Posted by muumuu, 08-23-2012, 07:21 PM yeah, ip address for one of those name servers was returned and no response.
Posted by webkit, 08-23-2012, 07:27 PM
i just want to liberate my domains, it is really nasty they changed all the names to their own. no registrar will talk to us until we get our domain whois fixed.
Posted by gmulak, 08-23-2012, 08:30 PM Their DNS servers are not online. We went ahead with another provider and changed our address to .net for now and are filing the issue with ICANN and the money that we are losing because of this.
Posted by gmulak, 08-23-2012, 08:54 PM Yes, I am online with the lawsuite also. From what I can find out the have been having problems for awhile and my new domain hosting service says that their servers are offline and that the zone records are not available. We are going to file a complaint with ICANN
Posted by RebeccaNorrisMusic, 08-23-2012, 09:16 PM Hi guys,
Like you I am in a similar boat. I had just paid hundreds of dollars for a face-lift on my Nexpoint, and it had barely been up for a few days before this disaster. I'm losing business too. How can we make sure that we stick it to Nexpoint for recompense? Oh, and JUST LAST MONTH I had paid all of the fees to Nexpoint to keep my site up and running.
Posted by astubbindeck, 08-23-2012, 10:07 PM Same situation...my site cannot be reached, but more importantly, I cannot access my SQL databases...this is absolutely insane. I've already moved my DNS to Godaddy, but I do need to get at my SQL tables. What a joke.
Posted by webkit, 08-23-2012, 10:18 PM don't bother with icann. they already wrote back to me as well saying these guys are only domain resellers not accredited with them so nothing on their end. i've already posted above their arbitration board, so that is your best legal bet outside of a lawyer.
file consumer complaints with NJ AG and FTC is what they told me. i assume if enough people make noise these agencies will be pressed into action.
i just want my domains back. feels so weird. it's so asinine because it's just their name server that is down. why can't they just fix that. all their servers are still online i assume.
Posted by NVC Foundation, 08-23-2012, 11:00 PM
Like you I am in a similar boat. I had just paid hundreds of dollars for a face-lift on my Nexpoint, and it had barely been up for a few days before this disaster. I'm losing business too. How can we make sure that we stick it to Nexpoint for recompense? Oh, and JUST LAST MONTH I had paid all of the fees to Nexpoint to keep my site up and running.
No notice was given
Posted by AnnD, 08-24-2012, 12:00 AM I have 4 accounts on Nexpoint. Like others have mentioned, I never had problems until now. Like all of you... I have them now!
The domain for one one of the sites is with GoDaddy. Can I just purchase hosting with GoDaddy and upload my files?
Does anyone have suggestions for host for the other sites when I get access to the domains?
And I'd be interested in getting info on any law suits.
Posted by RebeccaNorrisMusic, 08-24-2012, 02:01 AM I just filed a Better Business Compliant about Nexpoint as well. This is exasperating...I had to do something. I basically feel that they've taken my money and run with it. Hopefully the BBB can track them down!
Posted by techjr, 08-24-2012, 03:18 AM
At this point I would try and file a chargeback and move somewhere else. Depending on the service, a lawsuit may be suitable too.
The fact that the site is down for multiple days, there is no ability to find out what is going on and their other forms of contact have not been updated are simply unacceptable and inexcusable.
Seems to me like they just dumped the business and ran. If they haven't, they are doing an extremely horrible job of letting everyone know whats going on.
Posted by adamtt, 08-24-2012, 03:29 AM Hello,
Please contact to nexpointhost@gmail.com
Posted by adamtt, 08-24-2012, 03:36 AM Hello,
Please contact to nexpointhost@gmail.com
Posted by adamtt, 08-24-2012, 03:40 AM Hello,
Please contact to nexpointhost@gmail.com
We are facing some technical issues at our DC end. Our DC admins are still working hard to resolve the issues.
Posted by adamtt, 08-24-2012, 03:44 AM Hello,
Please contact to nexpointhost@gmail.com
Posted by techjr, 08-24-2012, 03:47 AM
Please contact to nexpointhost@gmail.com
We are facing some technical issues at our DC end. Our DC admins are still working hard to resolve the issues.
Posted by Ruppster, 08-24-2012, 04:07 AM
Please contact to nexpointhost@gmail.com
We are facing some technical issues at our DC end. Our DC admins are still working hard to resolve the issues.
The problem is is that it's a reoccurring problem as it seems to keep happening over and over. In the last few months I have had my sites down more than once (and the excuse I was given back then was that the DC was down) and just recently the email servers for my two domains were down for 4 weeks (at least the web sites stayed up). I just got my email service back last week and now everything is dead, including email (again). Through all the outages in the past the Nexpoint web site was always up as the previous "DC" problems didn't seem to have any effect on it. Now it's dead in the water and that really has me wondering what the heck is going on. It appears just about every month there's a "DC" failure for some reason or another. I understand equipment breaks (I spent 9 years in the Air Force working on remote data equipment worldwide so I understand electronic stuff breaks down every now and then) but this is getting old.
Posted by JeffDIL, 08-24-2012, 08:02 AM I too ran into all the problems discussed here. I've maintained 5 sites on nexpoint for years, and got excellent service, no problems. Then xibig bought them out. The most fortunate thing was that my sites were all fairly simple, straight HTML, all maintained on my laptop and uploaded. No database. Shortly after xibig bought nexpoint, we started having reliability issues. Then I found this forum, and decided we needed to move and started making preparations.
When I first signed up w/ nexpoint 10 years ago, I specifically asked and was told that I owned the domains, not them. That's for 3 of my sites; the other 2 were non-profits that I was going to build their site, then they would maintain them, so they opened the account at nexpoint (they ended up asking me to maintain them later). At my request they activated the domain manager for me on MY 3 sites, and I went into the whois information and changed the registrant and admin info to me, and left billing and technical w/ them.
When I was getting ready to move, on 6/23 I ran a whois on my 3 domains, and luckily printed the info out showing that I was the registrant and admin contact on all 3. I opened a nexpoint support ticket and asked they activate the domain manager for me. That must have triggered them to look at the domains, and I got an e-mail from domains.com that the ownership had changed on one of the domains and respond w/in 5 days if that was incorrect. On 6/26 I ran another whois, and found that xibig had gone in and changed the owner and admin contact info on all 3 domains away from me and to them. I was in frequent contact w/ domains.com, and they suggest I file a complaint w/ ICANN. I actually spoke to a gentleman in ICANN's LA office, and was told they only regulate the actual registrars, and NOT resellers so I would have to file a complaint against domains.com; he said the registrars are responsible for their resellers.
I went back to nexpoint via support ticket, sent them PDFs of the whois lookups showing they had inappropriately gone in and changed the info, and told them to change the info back and let me transfer my domains directly to domains.com, or I would file a complaint w/ ICANN. They let me go, so my domains are all administered directly by the registrar, w/ me as the owner. I then moved my sites to HostGator (pretty easy as I had up-to-date backups on my laptop).
As for the other 2 sites that I wasn't the account holder for, one agreed we needed to move and decided to just not mess w/ nexpoint. We registered a new domain name w/ domains.com, moved the site to HostGator, and just abandonded the old domain name (after I updated the nexpoint site to point to the new one). The other one who didn't change at the time is now going to do so.
Some have mentioned legal action thru a class action suit. If you want to recover lost revenues, I suggest you talk to a lawyer about filing an individual lawsuit before going to class action. Class action suits often end up getting a larger payout from the defendent, but the individual plaintiffs get smaller payouts. The ones who do the best in a class action are the lawyers; there's all kinds of extra fees, etc. they get paid in addition to their percentage, which comes out BEFORE any money goes to the actual plaintiffs.
For those of you w/ databases, I really feel bad and hope nexpoint comes back online so you can get to them and get them off nexpoint's servers. For those who don't have databases, run now even if you end up having to abandon your domain name.
Posted by webkit, 08-24-2012, 10:00 AM
At issue too then is whoever xibig is reselling from is also not in compliance with proper ICANN policy and needs to be slapped - hopefully in a way that breaks free all the imprisoned names.
Posted by muumuu, 08-24-2012, 10:05 AM
Please contact to nexpointhost@gmail.com
We are facing some technical issues at our DC end. Our DC admins are still working hard to resolve the issues.
Posted by jtmalt, 08-24-2012, 10:50 AM
I figure if some unscrupulous person is able to gain control of my domain name, I've got a better chance of getting it back from him than from xibig, anyway. Let the scammer do the heavy lifting!
Posted by jonfla, 08-24-2012, 11:11 AM I spoke to someone at domain.com who said they were hoping for some sort of resolution - like another company taking over the nexpoint registrations. But he admitted it was conjecture, he had no timetable.
I wonder about shaming xibi by posting on reddit and other more widely read forums in order to try to draw mainstream media attention to this.
Posted by rob215x, 08-24-2012, 11:46 AM
domains.adrforum.com/main.aspx?itemID=941 or call 800-474-2371
icann also suggested complaints to FTC, AG. i even googled tom honec former pres of nexp hoping to find him and ask him wtf and can he help.
if you google your website name there are a number of websites that will give you the ip right there. do:
ip number of (mywebsitename)
and you'll see. i did try that and IP to my other servers are also alive. so again it's clearly a fried nameserver. one domain i had was regged elsewhere and i was able to get a new hosting acct elsewhere but can't login to get the last site snapshot.. wish i had a backup of that site more recent (plus the mysql db) unbelievable fate we are in. i really hope xibo can get it together, it's not looking good.
I've been with Nexpoint for years and I remember when Tom Honec was there because he would always solve problems for me when others couldn't.
If anyone has any information on when or if Nexpoint is coming back online, please post it.
I have tried the following:
- calling the XIBI group in NJ, no answer.
- I sent an email to dedicated@nexpoint.net and abuse@nexpoint.net.
- I sent an email to nexpointhost@gmail.com but I didn't reveal any personal info because I'm not sure who adamtt is.
- I checked Nexpoint's Twitter. No tweets since 2009.
Posted by muumuu, 08-24-2012, 12:08 PM Your dedicated servers are dead as well? That doesn't found promising.
Doesn't look like they used their twitter for any more than a day, and being 3 yrs ago the new owners probably don't own the account.
Posted by tjmnet, 08-24-2012, 12:54 PM Been through this several months ago with nexpoint and not the first time, either. Luckily they came back online and I was able to get my domains under my control. My suggestion is to do this asap if they come back online as there is no other speedy recourse to get control of your domains. Last time I tried to hunt down someone from nexpoint, the only thing I found was an office in Hasbrouck Heights, NJ that was listed for billing. Good luck to you all, I'm done with them.
tjm
Posted by tjmnet, 08-24-2012, 01:07 PM I sent a message to this address listed in the whois for nexpoint.net:
hm56h8xq8t9@networksolutionsprivateregistration.com
This message was returned yesterday from natalie zhadan who is listed as administrative and technical support.
Exceptionally good grammar, huh?:
>We work with datacenter very hard and I think that will be resolve soon.
>
>Thank you,
>Natalie
The message came back with from this email address:
nkof@xibig.com
If they come back online, my suggestion would be to get everything out asap.
Natalie (natalia) and cohorts have been mentioned in other threads in this forum.
Also, the post above, adamtt, may be a tech. I've spoken to him once after a barrage of emails requesting someone call me about the problems.
tjm
Posted by JLaw, 08-24-2012, 01:35 PM OK, just had one sign of life (?) from emailing that nexpointhost@gmail.com address:
"Hello,
We can understand your frustrations.We are sorry for delay in response.
Our phone support is not working at the moment. You can send email to our admin at billingmng@xibig.com
Currently all the servers inaccessible. Our all admins are still working on the issue.
We will provide you information once the server get back online.
We are working with DC and we hope it will be resolve soon.
Regards,
Diana"
So I'm now trying that billingmng@xibig.com address to see about unlocking my domain....
Posted by rob215x, 08-24-2012, 01:43 PM
"Hello,
We can understand your frustrations.We are sorry for delay in response.
Our phone support is not working at the moment. You can send email to our admin at billingmng@xibig.com
Currently all the servers inaccessible. Our all admins are still working on the issue.
We will provide you information once the server get back online.
We are working with DC and we hope it will be resolve soon.
Regards,
Diana"
So I'm now trying that billingmng@xibig.com address to see about unlocking my domain....
Posted by destro_23, 08-24-2012, 01:48 PM Ok guys just got off the phone with a eastern european sounding lady (very nice) and she said all service will be restored in 48 hours... they "lost" their DNS servers and are transferring everything now to new servers.
Thats all she gave me... also told me to email that billing@xibig.com or use the one listed above... I also stated that "just wanted to make sure you guys are still in business" ... and she paused gave a nervous laugh and kinda just hung up lol
Needless to say.... i have already set up a hosting account with godaddy... and i can switch everything over once i'm back online.
At this point money isn't an object to have my domains back in my hands...
Posted by jtmalt, 08-24-2012, 01:57 PM
"Hello,
We can understand your frustrations.We are sorry for delay in response.
Our phone support is not working at the moment. You can send email to our admin at billingmng@xibig.com
Currently all the servers inaccessible. Our all admins are still working on the issue.
We will provide you information once the server get back online.
We are working with DC and we hope it will be resolve soon.
Regards,
Diana"
So I'm now trying that billingmng@xibig.com address to see about unlocking my domain....
Posted by jonfla, 08-24-2012, 02:01 PM Thanks for the updates. I emailed the xibig address yesterday after domain.com suggested it, but still havent heard back.
Sounds like setting up an account with godaddy or the like is a good idea to be ready to go if nexpoint/xibi ever do get back on line. Three days and counting w/out email. I have been using my gmail account to contact clients to let them know of the outage. To the extent we are fortunate, it is the end of August and some people assume vacation - though the email bouncebacks should be a tipoff.
Posted by destro_23, 08-24-2012, 02:03 PM Go daddy also said they can also have MX listings pointing to gmail as well...
thank goodness i don't use nexpoint email servers and i use google domain ones!!!
If we ever get a hold of our accounts again that is
Posted by rob215x, 08-24-2012, 02:06 PM I've been switching my clients to Google Apps. Luckily, the ones that made the switch never had any interruption to their email. While all our clients are upset about not having their web sites, the ones that are using Google Apps have thanked me.
Posted by RebeccaNorrisMusic, 08-24-2012, 02:07 PM Same thing, stock email reply. BBB has helped me in the past to get money back from companies who have not delivered, but I've already switched my hosting and domain to GoDaddy in the meantime...so upset about the cost, effort, and loss of business though.
Posted by tjmnet, 08-24-2012, 02:25 PM
Good one. I haven't seen any phone support from these guys for years.
tjm
Posted by rainwash, 08-24-2012, 03:01 PM Wow I had no idea so many have had issues with them these last few months. I just found out now that their website and my websites are down. I have minimal backups of my 2 websites hosted with them. I really hope they are up long enough to backup through FTP.
Posted by destro_23, 08-24-2012, 04:04 PM just received this email from nexpointhost@gmail.com :
Hello,
Please accept our sincere apologies for the problems you have had recently regarding our hosting service. To correct it we have a qualified team working full time to restore services. Our Verio datacenter has passed along problems that they cannot deal with on to us and we are doing our best. We estimate 48hrs to fix issues on all accounts. The only way to fix the problem is physically move servers to the new Data Center and we are in the process of doing that . Once again we are sorry for the inconvenience this may have caused you and we want to thank you for your understanding of our unforeseen issues.
Regards,
Customer Support
Either way they are working at fixing it... not much you can do if something breaks down. when it's up and running i'll be jumping ship to go-daddy... already set up and paid for an account there... and i'll get my domain and hosting in the same spot... I"ve been a customer for about 10 years now.. and 2 days of downtime is kinda a drop in the bucket.. BUT in a business like this... it's not good... tney are going to bleed alot of customers. It's a shame.
And to all the angry people... there is nothing you can do.. S#1T happens. They are well aware this is very bad for them. When they come back up... just quietly back everything up(now's a good time) and jump ship if you want.
I wouldn't call BBB, they are aware and trying to fix it.
Posted by endlessloopthemovie, 08-24-2012, 04:17 PM yup, nexpoint.net is still down. This is the 3rd day.
They've got 4 of my domains hostage.
Here's the response I received from the above email addresses:
Please accept our sincere apologies for the problems you have had recently regarding our hosting service. To correct it we have a qualified team working full time to restore services. Our Verio datacenter has passed along problems that they cannot deal with on to us and we are doing our best. We estimate 48hrs to fix issues on all accounts. The only way to fix the problem is physically move servers to the new Data Center and we are in the process of doing that . Once again we are sorry for the inconvenience this may have caused you and we want to thank you for your understanding of our unforeseen issues.
I didn't get the domains moved fast enough! sigh...endless
Posted by astubbindeck, 08-24-2012, 04:26 PM
And to all the angry people... there is nothing you can do.. S#1T happens. They are well aware this is very bad for them. When they come back up... just quietly back everything up(now's a good time) and jump ship if you want.
I wouldn't call BBB, they are aware and trying to fix it.
It's really too bad...all these years it's been smooth sailing, but my clients cannot afford another breakdown like this.
Posted by muumuu, 08-24-2012, 05:11 PM Honestly wouldn't have a problem if they had been communicating, but if you've noticed the trend is that they're near impossible to get ahold of. Not to mention that for many of us stuff have been going south for almost a year. The smart ones have fled long ago.
Posted by tjmnet, 08-24-2012, 07:41 PM Hypothetical, because far be it from me to make assumptions.
After reading the info here and doing some looking around, I think there's no question that nexpoint and xibig are somehow connected. The same names pop up for both with nexpoint in Virginia and xibig in Teaneck, NJ. So the hypothetical question is "If you needed to move your operation from one place to another and do it as cheaply as possible, how would you do it in a way that would match all the conditions and reports over the last several days?"
Posted by rob215x, 08-25-2012, 03:10 AM
After reading the info here and doing some looking around, I think there's no question that nexpoint and xibig are somehow connected. The same names pop up for both with nexpoint in Virginia and xibig in Teaneck, NJ. So the hypothetical question is "If you needed to move your operation from one place to another and do it as cheaply as possible, how would you do it in a way that would match all the conditions and reports over the last several days?"
Posted by trini_tech, 08-25-2012, 11:59 AM
Anyone has any recommended alternative hosts??
Posted by hostippa, 08-25-2012, 12:29 PM Watch another 48 hours. IF they do not come back then find another hosting service provider.
I dont think any professional hosting provider will down for 3 days. If the unable to solve their problem in a short time, then its obvious that they are not reliable.
Have a nice day.
Posted by jonfla, 08-25-2012, 03:20 PM Anyone hear anything new today? Just tried again and it's still down.
Posted by endlessloopthemovie, 08-25-2012, 03:39 PM still down. I intent to withdraw all my accounts. I anticipate a fight for control over domain names.
For my customers.. it's Greengeeks.com
with the play sites....it's fatcow.com If I had a do over, then I'd go strictly with Greengeeks.com.
Great host, I like Cpanel over Vdeck 4.0, less pushy on the added features and scripts that I'm use to.
endless
Posted by tjmnet, 08-25-2012, 05:44 PM
Posted by kpmedia, 08-26-2012, 07:04 AM
Nexpoint has been a horrible host since the very beginning (at least as far back as 2001). I'm surprised you stayed with them. Broken English, theft of domains (putting whois in their name, not yours), and unreliable servers have long been their trademark.
.
.
Posted by DeltaAnime, 08-26-2012, 07:15 AM
Nexpoint has been a horrible host since the very beginning (at least as far back as 2001). I'm surprised you stayed with them. Broken English, theft of domains (putting whois in their name, not yours), and unreliable servers have long been their trademark.
.
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Francisco
Posted by JeffDIL, 08-26-2012, 12:18 PM
After reading the info here and doing some looking around, I think there's no question that nexpoint and xibig are somehow connected. The same names pop up for both with nexpoint in Virginia and xibig in Teaneck, NJ. So the hypothetical question is "If you needed to move your operation from one place to another and do it as cheaply as possible, how would you do it in a way that would match all the conditions and reports over the last several days?"
Posted by tjmnet, 08-26-2012, 12:29 PM I would still like to get more information on this nexpoint-xibig connection, aside from my email being down for 5 days, now. Different entities, buyouts and the same names associated with both companies.
Very interesting.
Posted by emeritus, 08-26-2012, 01:35 PM
"...We estimate 48hrs to fix issues on all accounts"
Posted by emeritus, 08-26-2012, 03:50 PM One more paranoid theory: The Nexpoint/Xibi guys migh have escaped to Cayman Islands to have a sweet life with the help of Nexpoints liquidated capital, leaving the abandoned servers to send automated soothing "wait for a couple of days more" messages to enraged customers in order to prolong the time before the police decides to raid their office.
Posted by UncaYimmy, 08-26-2012, 08:01 PM I was with Nexpoint before they were Nexpoint (can't remember the name) - about 14 years. I had some issues that bothered me over the last few years including a hosed VPS with a lost backup replaced with another hosed VPS. I ended up getting a dedicated server, which eventually got hosed. Then they made me move to another server (headache).
2012 has been a crappy year including my server going down and getting no response when it was just a matter of a reboot. Fed up, I finally decided to get a dedicated server somewhere else. They wanted to know what they could do to keep my business. I just told them to review my ticket log. Too many problems resolved too slowly without inadequate communication.
I also started moving the domains I had registered there to GoDaddy. One key domain was in the middle of a transfer when this latest thing went down. It should have completed by now, but no luck. I started another one after it went down, but I have heard nothing.
I did, however, get an invoice for the dedicated server that I had canceled. Nice.
I asked them via e-mail flat-out if they were going out of business. They said no. Still, though, what's going on right now is inexcusable. How can a hosting company be down for days on end? It makes no sense.
I have plenty of extra bandwidth on my dedicated server, so I do some hosting for a few people. I'd provision a server somewhere else before I'd let the sites stay down for that long.
Posted by destro_23, 08-27-2012, 10:26 AM They probably mailed the servers ground to where ever they are... From DC to North Jersey = 3 hour drive will take 2 BUSINESS DAYS to travel
Anyone have any idea how many customers they have?
And can someone write a how-to to get domain transfered back into our names with ICANN?
Posted by tjmnet, 08-27-2012, 11:13 AM Tonight, coming up on a 1 week outage.
Why would they do that(move all the servers to NJ)? xibi servers are still up. In NJ.
Could find very little information on either nexpoint or xibi, which is going to make me look a little harder. Found connections to either company in Colorado, Florida, Virginia, Pennsylvania and New Jersey. Found a possible connection to Hurricane Electric Internet Services who might be providing services to nexpoint. I found a lat/long for the xibi group in a listing that places it in a housing development in Teaneck, NJ. I found a billing office for nexpoint and xibi at 777 Terrace Ave., Hasbrouk Heights, NJ and I had a suite number but I can't seem to find it. The housing development and the Hasbrouk Heights addresses are about a mile apart which is near enough to explain with a GPS location glitch, but we'll never know. Found an internet listing with an estimated value of xibi of $5700 and one for nexpoint for $100. Yes, those number came directly from the report. It said xibig.com got 36 page views per day. There were no dates on the data.
I've looked into the domain transfer thing. No one will help other than maybe making a call or sending a letter or email. The domain name services are just that. Any conflicts or disputes about getting your names back is a legal issue and what I found was that unless you have an attorney, nobody or none of these entities will do anything for you. I've spoken to netsol and icann in the past about this very thing. This is not legal advice, just my opinion on information I found.
They have done a good job of being anonymous, which I have to admit, is probably a good idea these days. Still, the common names and other data that both companies share is interesting, especially since both companies or names have been around since at least 2006. Obviously longer for nexpoint.
(Yes, I had a little spare time in the last week and I do find it interesting what can be found on the Internet)
tjm
Posted by destro_23, 08-27-2012, 11:32 AM tjm.. the 2 times i called i got eastern european people and my domain WHOIS was transferred to Vitali Vasilyev ... i'm tempted to drive up to North Jersey and start knocking on doors I just spent a LOT of money on point of sale posters for this BS to happen.
Vitali Vasilyev, Closter, NJ, US
Vitali Vasilyev, Old Tappan, NJ, US
and one of those names was busted in a car theft ring in Bergen lol so may not be that one lol
gotta love google.
also found this thread on this site.. search it for "Vitali Vasilyev" and you'll see they have been shady for a LONG time... looks like i might go down to my court house and speak with judge for theft of property... good thing i've always my mail go to gmail... they seem to always work.
h t t p:// w w w .webhostingtalk.com/archive/index.php/t-540279-p-2.html
Posted by tjmnet, 08-27-2012, 11:40 AM Here's some other stuff. For some reason I can't edit my last post.
The suite number at 777 Terrace Ave is #202. Another address for xibi is 400 Frank W Burr Blvd., Suite 8, Teaneck, NJ 07666, both addresses taken from internet searches. Anyone live nearby?
destro, let us know what happens, it gets more interesting by the minute. And be careful, take an 'associate' on those visits. Any screenwriters on board?
tjm
Posted by destro_23, 08-27-2012, 12:00 PM i might have a lawyer friend that may wanna tackle this... maybe set "precedent" that a domain is my property even though you can't touch it. Like you going to the title company.. and writing your name on my deed. Kinda illegal right?
He'd love to be in the news.
They are stupid.
Go daddy is prepped and ready to go.
Posted by jtmalt, 08-27-2012, 12:11 PM Here's some new info. I sent an email to billingmng@xibig.com, requesting release of my domain name and an authorization code. I just received this reply:
The domain was unlocked, updated and transfer code was requested.
We will have any reliable ETA info only after the servers are physically moved to another data center and brought back to live.
We will do this today (we got permission to move servers only now),during the day and night, but this action will take at list 48-72 hours.
Request Authorization Code Results
Authorization codes are sent to the owner of the domain via email.
Not quite certain of the level of BS in this reply, and having the authorization codes sent to the owner of the domain via email is certainly not going to help me. I find it odd that they are now saying that were awaiting permission (from whom???) to move the servers.
Posted by tjmnet, 08-27-2012, 12:20 PM The last post by jtmalt is encouraging.
But there could also be another factor at work here. nexpoint, by their own communication, was hacked/cracked/invaded by a 'particularly nasty root kit' in their own words, back in april or may. It is possible that some of this could still be the aftermath of that invasion.
destro, I would try requesting control by the email above.
Posted by jtmalt, 08-27-2012, 12:25 PM
The domain was unlocked, updated and transfer code was requested.
We will have any reliable ETA info only after the servers are physically moved to another data center and brought back to live.
We will do this today (we got permission to move servers only now),during the day and night, but this action will take at list 48-72 hours.
Request Authorization Code Results
Authorization codes are sent to the owner of the domain via email.
Not quite certain of the level of BS in this reply, and having the authorization codes sent to the owner of the domain via email is certainly not going to help me. I find it odd that they are now saying that were awaiting permission (from whom???) to move the servers.
Posted by destro_23, 08-27-2012, 12:25 PM
But there could also be another factor at work here. nexpoint, by their own communication, was hacked/cracked/invaded by a 'particularly nasty root kit' in their own words, back in april or may. It is possible that some of this could still be the aftermath of that invasion.
destro, I would try requesting control by the email above.
i'll be patient with them... this must suck on their end that they are about to loose 1/2 their customers..
Posted by brian2012, 08-27-2012, 12:33 PM I bought my domain through nexpoint in 2006and don't have access o my control panel.
Who should I contact to get the domain released back to my control?
thanks
Posted by UncaYimmy, 08-27-2012, 01:08 PM
Who should I contact to get the domain released back to my control?
thanks
Afterwards send an e-mail to billingmng@xibig.com to let them know you are initiating the transfer.
Posted by rob215x, 08-27-2012, 04:15 PM
Why would they do that(move all the servers to NJ)? xibi servers are still up. In NJ.
Could find very little information on either nexpoint or xibi, which is going to make me look a little harder. Found connections to either company in Colorado, Florida, Virginia, Pennsylvania and New Jersey. Found a possible connection to Hurricane Electric Internet Services who might be providing services to nexpoint. I found a lat/long for the xibi group in a listing that places it in a housing development in Teaneck, NJ. I found a billing office for nexpoint and xibi at 777 Terrace Ave., Hasbrouk Heights, NJ and I had a suite number but I can't seem to find it. The housing development and the Hasbrouk Heights addresses are about a mile apart which is near enough to explain with a GPS location glitch, but we'll never know. Found an internet listing with an estimated value of xibi of $5700 and one for nexpoint for $100. Yes, those number came directly from the report. It said xibig.com got 36 page views per day. There were no dates on the data.
I've looked into the domain transfer thing. No one will help other than maybe making a call or sending a letter or email. The domain name services are just that. Any conflicts or disputes about getting your names back is a legal issue and what I found was that unless you have an attorney, nobody or none of these entities will do anything for you. I've spoken to netsol and icann in the past about this very thing. This is not legal advice, just my opinion on information I found.
They have done a good job of being anonymous, which I have to admit, is probably a good idea these days. Still, the common names and other data that both companies share is interesting, especially since both companies or names have been around since at least 2006. Obviously longer for nexpoint.
(Yes, I had a little spare time in the last week and I do find it interesting what can be found on the Internet)
tjm
As someone mentioned above, Nexpoint used to be a great company. No hosting company is ever perfect but there were people at Nexpoint that I could count on to solve any problems we had. It is unfortunate what has happened to this company. I wish they had contacted some of us. I'm sure those of us with dedicated servers could have worked together to make the transition easier for everyone.
Posted by UncaYimmy, 08-27-2012, 04:30 PM My transfer of one domain completed and another has started the process. Somebody's still alive there.
Posted by rlamfink, 08-28-2012, 08:29 AM I have been thinking the "paranoid theory" for a while. I managed to get control of my domain about a month ago, and moved my most critical site to other hosting.
If you email billingmng@xibig.com, that person will comply with authorization code requests.
I called domain.com to complain that one of their resellers is registering domain names improperly. They were "shocked", but did nothing to help.
If you use Coldfusion hosting, don't bother trying to move to Hostek. If your application has any power at all they will ask you to leave. All they want are I went with hostmysite.com and my application works faster and better than ever.
Posted by rlamfink, 08-28-2012, 10:20 AM Edit - Remove "All they want are"
I started a thought and got interrupted by family stuff.
Posted by JRCosta, 08-28-2012, 10:26 AM Did anyone successfully managed to get their data hosted on nexpoint servers last couple of days after domain change confirmation? Thanks!
Posted by destro_23, 08-28-2012, 10:28 AM They just switched my WHOIS information back to me! and i have requested authorization code to transfer domains.
So yes they are updating the whois info if you ask!!! thank goodness!
also good to ask for domain transfer request codes while your at it and sign up with go-daddy or someone else that will be around for a while.
Posted by richa468, 08-28-2012, 10:31 AM more or less they suck don;t use them
Posted by Trella, 08-28-2012, 10:56 AM How did you manage to get your WHOIS info back? I don't know where to start with this. Nexpoint has disappeared entirely now!
Appreciate any info you can give.
Posted by JRCosta, 08-28-2012, 10:59 AM Use billingmng@xibig.com to contact them.
Posted by pcandpetunia, 08-28-2012, 01:06 PM I have been a happy Nexpoint customer for YEARS. All of a sudden, my website is gone. Also, I had several SQL Server databases hosted there and I am desperate to get that data. Any suggestions??? I called the city business commissioner's office in Harrisonburg VA to learn that Nexpoint left the city in 2009. I did a whois search on ip addresses that I had and contacted NTT. They didn't have anything and suggested that I contact Network Solutions. They were completely useless. Any other suggestions???
TIA
Posted by JRCosta, 08-28-2012, 01:32 PM Try this email: billingmng@xibig.com
Some people are successfully getting their domains and data back. Try and keep us informed, please.
Posted by trini_tech, 08-28-2012, 01:43 PM On Saturday 25th, they responded to an email I sent, stating, it would be back on-line in 48 and it's a no-show even today!
Posted by rlamfink, 08-28-2012, 01:52 PM I have a couple of IP addresses Nexpoint uses. Running tracert on two of them are now pinging and reporting server names and show routing through Cincinnati. DNS still not responding.
Posted by jtmalt, 08-28-2012, 03:49 PM There's an ongoing thread elsewhere on the forum with much more information. The system won't let me post a link to it (it says I don't have enough posts under my belt), but just scan for a thread titled as "nexpoint service down?"
Posted by pcandpetunia, 08-28-2012, 03:57 PM Here is a response that I got - the good news is that it doesn't appear to be an auto-response. Keeping my fingers crossed...
----------------------------------------------------------------------
The good news is – all servers are moved to Columbus DataCenter already and we started to bring DNS servers back to live first and the rest of servers one by one.
We don’t have ETA for that process at the moment, but as soon as DNS servers will be up – ½ of servers will be up again.
Too much work to do.
Regards,
Tracy
Posted by jonfla, 08-28-2012, 04:59 PM They have vanished into thin air. I suspect the best thing we could all do is retain an attorney to begin a class action lawsuit against Nexpoint/Xibi and perhaps, against all the domain name companies that did business with them. That way existing companies that still answer their phones could be shamed/threatened into taking action. I suspect ICANN should thrown into the mix for their unhelpful 'not my problem' attitude. A crucial addition to the lawsuit would hiring a publicist to get this issue some air time as I suspect the more people know about it, the more we will hear that there have been other examples - and the more that authorities, whoever they may be, will be embarrassed. I am planning to talk to some plaintiffs attorneys to see if they might be interested in taking this on.
I did talk to domain.com who reported that some people have heard back from nexpoint/xibi. Domain.com and others are attempting to negotiate w nexpoint/xibi but they are being elusive as we can all imagine. Will post any updates I receive.
Posted by kpmedia, 08-28-2012, 09:02 PM Domain.com is an EIG company, so your misery is not at all unexpected.
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Posted by Bcwwoods, 08-29-2012, 07:08 AM Like everyone else, our site has been down for a week with zero communication from nexpoint.
Our community site is data driven, and the July 30th backups we have would be a poor point to rebuild from, missing over 1200 user interactions.
If posts on this forum are accurate, there will be a return to operations for our server. To me the lack of communication makes this highly doubtful.
I am sure our situation is shared by many - So the question now is:
Is it worth waiting for current data, or is it time to rebuild from backup?
I would be interest to know what others with data driven sites are doing.
Posted by JoshSrnka, 08-29-2012, 08:17 AM I too have been having serious problems with NexPoint connectivity and domain service. That IS ONE issue ---- but changing the phone number and not communicating to 'us' - their clients --- is completely unacceptable. There is no reason why we shouldn't be contact with a heads-up on maintenance and outages, and especially PHONE contact changes. This is the most un-professional hosting experience I have ever had... or witnessed as of yet. I shouldn't have to search the web to find this blog in order to get an email address for a hosting company that houses some of our business websites.
Posted by muumuu, 08-29-2012, 02:47 PM domain.com's system itself seems a little messy, and has been spitting out errors as we've tried redirecting nameservers on the domain after we finally regained control. Sucks possibly waiting another 24hrs when things seem to have finally gotten under control.
Posted by 24shells, 08-29-2012, 05:12 PM
Is it worth waiting for current data, or is it time to rebuild from backup?
I would be interest to know what others with data driven sites are doing.
Posted by UncaYimmy, 08-29-2012, 05:35 PM I asked them today if they were still alive. What I got in reply a few hours later was this: Talk about stating the obvious.Quote:
We don’t have ETA at the moment – the issue is serious and time consuming.
We are trying our best.
On August 26 I received this:I just fired off an inquiry to NTT America. I doubt they will respond, but it's worth a shot. I'm guessing Nexpoint/XIBI didn't pay their bill because I have a hard time seeing how everything could be down for so long including name servers.Quote:
We experiencing the network issue and are working with NTT America to resolve that.
The network should be fixed ASAP.
Posted by Uniquewon, 08-30-2012, 01:17 PM
Talk about stating the obvious.
On August 26 I received this:
I just fired off an inquiry to NTT America. I doubt they will respond, but it's worth a shot. I'm guessing Nexpoint/XIBI didn't pay their bill because I have a hard time seeing how everything could be down for so long including name servers.
Anyway, since the domain I'm dealing with is registered thru dotter, I secured a new hosting, ftp'ed the site up, went to dotster and changed the dns servers and we up and running again. Nxtpoint is the pits.
Posted by rob215x, 08-30-2012, 01:57 PM Has anyone heard anything new? The last time I heard from XIBI Group was Monday, August 27 at 11pm. They said they would be setting up the servers, one by one, but did not have any ETA.
I emailed them yesterday (Wednesday) but did not receive a reply.
Posted by nonprofitsupport, 08-30-2012, 03:08 PM The billingmng@xibig address has been responsive since at least Monday. I have been successful in transferring 3 domain names over to a different registrar since then. I did submit a request this morning and have not received a response yet.
Posted by steve_elmer, 08-30-2012, 07:59 PM One more for the thread. No service since last week. Fortunately, our domain was registered with GoDaddy, so we've restored our website from an old backup and have moved to a new hosting provider. Kinda sucks to be having to rebuild our email system, though. Also the loss of our in-boxes is going to be painful.
If Nexpoint ever comes back online, someone please post.
Posted by rainwash, 08-31-2012, 06:59 AM I am still hoping they will come back online at some point! I have my domains through domain discover but my content backup from archive.org is pretty old. My own fault for not have a recent backup. I keep checking FTP to see if I can connect. It appears they had issues through the years but I never experienced much other than my FTP password would be changed back to the old one every once in awhile. Here's to hoping they return just to get my 2 sites back up.
Posted by Trella, 08-31-2012, 12:33 PM I am also hoping our websites will all come back. It would sure be easier for me than to try to find a new host. I have the info now for transferring my domain name to another registrar, but where? I don't know where to begin. How do you know which one is reliable?
Posted by glman, 08-31-2012, 01:13 PM I reequested my domain release and recieved an email saying it was available to be purchased from any domain registration site as no one had registered it. Actually they misspelled the domain name when they checked for it and not surprisingly the name was available since they left out a vowel.
I have sent another detailed request with the whois information included in the email this morning. No reply so far.
I worked for one of the intelligence agencies for the last 7 years I was in the military and I never heard of hijacking domains in such large scale as is apparently going on at this time by nexpoint.net
My biggest concern is that there are many domains like ours that are ecommerce sites and these domain problems are a red flag.
I do know that Homeland Security departments are taking potential cyber crimes seriously and they act on reports of suspicious activity.
Hopefully it won't come to this and they will act in a responsible and timely manner to facilitate people regaining control of their domains.
Posted by rob215x, 08-31-2012, 01:53 PM
I have sent another detailed request with the whois information included in the email this morning. No reply so far.
I worked for one of the intelligence agencies for the last 7 years I was in the military and I never heard of hijacking domains in such large scale as is apparently going on at this time by nexpoint.net
My biggest concern is that there are many domains like ours that are ecommerce sites and these domain problems are a red flag.
I do know that Homeland Security departments are taking potential cyber crimes seriously and they act on reports of suspicious activity.
Hopefully it won't come to this and they will act in a responsible and timely manner to facilitate people regaining control of their domains.
That being said, I'm not defending them. We are waiting and hoping that our dedicated servers come back online.
Posted by glman, 08-31-2012, 02:33 PM
That being said, I'm not defending them. We are waiting and hoping that our dedicated servers come back online.
We were down for 6 straight days in June but because of our history with them I waited patiently for them to fix their problems and our website to come back up. We are now at day number 8 on this particular outage. I can no longer continue with the downtime issues as we depend on our website for our sole income. This weekend is typically our biggest weekend for sales and we are down. We stand a good chance of losing our house just as we have lost many of our customers over the last three months.
I had earlier contacted domain.com and they said that there were new owners for the domain I had owned since 2003 and they couldn't help me to retrieve it. Why would the ownership of the domain change? This, combined with the contact methods for nexpoint disappearing doesn't look good.
Right now I don't know what to believe but I have another hosting service with our site already installed and ready to go if they can just release our domain.
Posted by nonprofitsupport, 08-31-2012, 03:03 PM I have had good success moving my domains away from them using the billingmng@xibig email. They have been responsive. Fortunately, I didn't lose much in the way of websites with the outage. I was just glad to regain ownership of the domains without a legal battle. Good luck and hope you are up and running soon!
Posted by glman, 08-31-2012, 03:35 PM
Posted by Ruppster, 08-31-2012, 03:44 PM
I work as an electronics repair tech so I know technical problems can be a pain at times. So I am trying to be as patient as possible. But this this b.s. of them changing my domain back to their control has left a bad taste in my mouth. So right now I am seriously considering transferring my hosting over to Domain.com too. My web sites are just hobby related stuff and not commerce so when they went down the first time a few months ago I wasn't too upset. But then that problem was followed up with a 4 week long email outage. After it was returned to operation for a week I lost everything, web sites and all email services. This is starting to get old real quick. If Xibi really cares about customer service they need to give everyone that's experiencing an outage right now a year of free hosting to make up for all the headaches that have occurred due to the problems that are currently ongoing.
Posted by glman, 08-31-2012, 04:18 PM
before I talked to them my whois info said * Nexpoint does not own this domain * but when I talked to domain.com the guy I talked to said that owneeship had changed. I told them that whois said * Nexpoint does not own this domain * but he restated that ownership had changed.
I later went back to check whois and the * Nexpoint does not own this domain * was gone. Then the site was running again and I was busy with our business and didn't pursue it like I should have.
Posted by Ruppster, 08-31-2012, 04:40 PM
before I talked to them my whois info said * Nexpoint does not own this domain * but when I talked to domain.com the guy I talked to said that owneeship had changed. I told them that whois said * Nexpoint does not own this domain * but he restated that ownership had changed.
I later went back to check whois and the * Nexpoint does not own this domain * was gone. Then the site was running again and I was busy with our business and didn't pursue it like I should have.
After this fiasco I will no longer allow a web hosting company to take care of the domain registrations for me as I've learned a big lesson out of all this. I will handle the domain registrations myself from now on so I know they will stay in my name.
Posted by glman, 08-31-2012, 05:04 PM I believe that you are correct concerning ownership and control. I am just trying to figure out when and why the whois statement * Nexpoint does not own this domain * disappeared.
Posted by Trella, 08-31-2012, 05:46 PM This is all really getting interesting. I wrote to xibig and got this reply. I just checked whois, and found that the domain name is now in MY name, although I hadn't done anything yet, or applied for a transfer. Now, I am wondering if I can get another web host and then, will the name automatically be up for my use without further action? I have a transfer password which I have not used.
Below is the letter I got from them.
Please accept our sincere apologies for the problems you have had recently regarding our hosting service. To correct it we have a qualified team working full time to restore services. Our Verio datacenter has passed along problems that they cannot deal with on to us and we are doing our best.. The only way to fix the problem is physically move servers to the new Data Center and we are in the process of doing that . Once again we are sorry for the inconvenience this may have caused you and we want to thank you for your understanding of our unforeseen issues.
We can't do anything until servers are moved to different Data Center and brought to live again.
the good news is - all servers are moved to Columbus Data Center already and we started to bring DNS servers back to live first and the rest of servers one by one.
We don't have ETA for that process at the moment, but as soon as DNS servers will be up - ½ of servers will be up again.
Meanwhile, the domain was unlocked, updated and transfer code was sent to your email in case you want to transfer it to another registrar.
Regards,
Tracy
Request Authorization Code Results
Authorization codes are sent to the owner of the domain via email.
Posted by muumuu, 08-31-2012, 09:27 PM If you got different webspace set up already you can be up and running in hours by calling in and having them change the nameservers for you -- just make sure the tech you talk to knows there's a guy specifically assigned to Nexpoint problems at the moment (within domain.com), or you'll end up waiting 24-48hrs with no progress like I did once.
We've been back up elsewhere for 2 days or so now, google's found us again so at the very least we've regained our spot in the search engines.
Posted by adam_admin_nexpoint, 08-31-2012, 10:53 PM Dear customers,
We are sorry for delay in response and apologizes for inconvenience caused to you.
Severs are in Columbus already, DNS is in the process of recovery
We have some issues and our DC admins are working 24 hours daily resolve the issue. We will bring servers back as soon as possible..
Will update tomorrow..
Once again we are sorry for the inconvenience this may have caused you and we want to thank you for your understanding of our unforeseen issues.
Regards,
Customer Support
Posted by Bcwwoods, 09-01-2012, 09:32 AM What email did you contact them on to get that response?
Posted by tjmnet, 09-01-2012, 06:21 PM I see assumptions made here that one company, xibi, has taken control of, merged with, or otherwise has overtaken nexpoint. The small bits of information on phone numbers, addresses and personnel that I've been able to find indicate that both companies operate with the same staff/owners and do that from the same office space, location or housing. This is not normally all that unusual, but in this case it seems a bit odd along with some other stuff posted in this thread. To me, this is a very entertaining puzzle. I'm sure we're only seeing a small part of what's going on via this board, but it seems nexpoint is doing just barely enough to keep any of the relevant authorities from being called in. They're giving a small number of domains back to the real owners. What would really happen if nexpoint told any one of us "Get lost, those are our domains now?" NexpointDownAgain.com is available and should be used as a site to keep clients informed at a cost of about +/- $10/month.
Posted by glman, 09-02-2012, 05:01 PM We're finally back up on another hosting service.
Posted by rainwash, 09-02-2012, 07:33 PM I am still waiting to see if I can download my content from their servers. if they get their servers back online, would the IP and password/username remain the same? I keep testing through FTP with no success. I sent them an email at the billingmng@xibig address to see if they respond.
Posted by rob215x, 09-02-2012, 09:47 PM The IP addresses will be different for all of the servers that were moved.
Posted by adam_admin_nexpoint, 09-03-2012, 01:34 PM Dear Client,
We are sorry for delay in response and apologizes for inconvenience caused to you.
Severs are in Columbus already, DNS is in the process of recovery
We have some issues and our DC admins are working 24 hours daily resolve the issue. We will bring servers back as soon as possible..
We are currenly working on to bring back DNS online.
Will update tomorrow..
Once again we are sorry for the inconvenience this may have caused you and we want to thank you for your understanding of our unforeseen issues.
Regards,
Customer Support
Posted by adam_admin_nexpoint, 09-03-2012, 01:39 PM Dear Client,
We are sorry for delay in response and apologizes for inconvenience caused to you.
Severs are in Columbus already, DNS is in the process of recovery
We have some issues and our DC admins are working 24 hours daily resolve the issue. We will bring servers back as soon as possible..
We are currenly working on to bring back DNS online.
Will update tomorrow..
Once again we are sorry for the inconvenience this may have caused you and we want to thank you for your understanding of our unforeseen issues.
Regards,
Customer Support
Posted by Trella, 09-03-2012, 02:15 PM When do you expect our websites all to be back online?
Posted by nexpointnet, 09-03-2012, 03:05 PM I believe the guys at xibig.com are trying the best they can. They are the same guys worked for Nexpoint before and I know they are very helpful and decent. Up to this point I have no idea what happened to make the service to be down for about 2 weeks. Generally, major wars can be concluded in 2 weeks.
I would suggest everyone to wait for few days more. Then if nothing happen, people have the right to get, their domain names, files and databases. In order to accomplish that the following can be done:
1- Everyone should contact the Attorney General Office at NJ
2- FBI Internet Fraud Department
3- Federal Trade Commission (FTC)
4- I know one attorney that can take this case for all of us. It is possible that all of us "on this board" can share the cost. The attorney will help revealing the anonymous status of this company and all associated people with it. The attorney will be able charge them with the responsibility and force them to give back the domains, files and databases. Actually if the delay in giving back the data files too much, the attorney can go after them for financial damage.
Posted by emeritus, 09-03-2012, 06:41 PM Fine! I hope you have the addresses to the proper pages of these organizations to deal out to us others when (if?) the time comes after a few days. Also some suitable complaint text templates were fine so that we, especially we non-natives in English, do not have to try reinvent the wheel.
Posted by rob215x, 09-03-2012, 06:47 PM
I would suggest everyone to wait for few days more. Then if nothing happen, people have the right to get, their domain names, files and databases. In order to accomplish that the following can be done:
1- Everyone should contact the Attorney General Office at NJ
2- FBI Internet Fraud Department
3- Federal Trade Commission (FTC)
4- I know one attorney that can take this case for all of us. It is possible that all of us "on this board" can share the cost. The attorney will help revealing the anonymous status of this company and all associated people with it. The attorney will be able charge them with the responsibility and force them to give back the domains, files and databases. Actually if the delay in giving back the data files too much, the attorney can go after them for financial damage.
Obviously everyone in this forum a bit anxious to have our sites and servers restored. My company has been with Nexpoint for a long time and we have 2 dedicated servers that we are hoping will be restored soon.
Posted by Ruppster, 09-03-2012, 08:36 PM
I was wondering the same thing myself but was trying to think of a way to put it that didn't come across as condescending or adversarial.
As far as "They are the same guys worked for Nexpoint before and I know they are very helpful and decent" I agree that the old staff was helpful and decent but if I remember correctly didn't they post recently that part of the problem was that the old staff up and left leaving them with no help or documentation on how the system was configured and that was why it was taking them forever and a day to sort things out? If that excuse is correct then I doubt the old staff is still around.
Posted by music web guy, 09-04-2012, 01:15 AM my web site was hosted by nexpoint and it's been down over a week now. several of my advertisers were upset and not seeing my web site online another day is causing me to lose business and hurt my future prospects
Posted by music web guy, 09-04-2012, 01:57 AM On the advice of my web designer, I signed a 3 year contact with GoDaddy so today September 4th 2012 I need my site transferred away from nexpoint right now. all my computers are being moved to my new offices and I need Nexpoint to transfer my web site direct to my new host ASAP! It's been down for over a week now!
Posted by flotation, 09-04-2012, 04:25 PM count us in on this - I moved our main business off of nexpoint a few months ago, thank god --but we have a small site still on the server that is held hostage. Lets go after the bad guys below and make them pay:
XIBI Group - DBA Nexpoint Web Hosting.
492 Cedar Lane, #304
Teaneck NJ 07666
United States
Phone: 1.201.654.6130
Fax: 703-832-8733
Posted by music web guy, 09-04-2012, 04:45 PM is there nothing I or anyone else can do to get my site back up?
that's my whole life now. I'm unemployed and need whatever I can make from the web site.
is there no one that can help me? This kind of thing should be made never to happen again in the USA... please someone contact me asap about this
robert
mwe3.com
917-776-2452
mwe3nyc@gmail.com
Posted by abs766, 09-04-2012, 06:51 PM Come on Adam - where's the promised daily update - or is that too much to ask for one day after you started?
Posted by tjmnet, 09-04-2012, 11:34 PM
XIBI Group - DBA Nexpoint Web Hosting.
492 Cedar Lane, #304
Teaneck NJ 07666
United States
Phone: 1.201.654.6130
Fax: 703-832-8733
Xibi Group, Inc.
400 Frank W Burr Blvd
Suite 8
Teaneck, NJ 07666
and
777 Terrace Avenue
Suite 202
Hasbrouck Heights, NJ 07604
US
201.8035007
The Cedar Lane address (all credit for pics goes to Google. thanks): By the way, Smokey Joe's
right next door is a Kosher Tex-Mex restaurant. Just sayin'.
Posted by tjmnet, 09-05-2012, 11:42 AM I can't edit my last post for some reason.
I found more info HERE (sorry, not trying to push another site) that confirms the Cedar Ln address is a mail box only and the office at 777 Terrace Ave in Hasbrouck Heights, NJ is now empty. The person in the link claims to have made a visit there. There's no dates but the symtoms fit the disease.
Found a webstats site that listed the the top two countries for website visits to nexpoint.net - the USA and Pakistan.
Found another website with nexpoint complaints that is partially in a middle eastern language that I'm not qualified to identify.
Found yet another site that claimed fraudulent activity in the past from a company called HostOnce. Hostonce apparently belonged to nexpoint at one time.
Still trying to find information on how Natalie Zhadan is connected to at least two of these companies, if she even exists.
Good luck to us all. I've changed my credit card numbers.
Posted by JRCosta, 09-05-2012, 11:58 AM I guess you find some interest in a thread from here, just google "Webhostplus Investigation and Public Notice" (sorry can't post direct link due to low number of posts), click on first entry.
Read first post then post 404 (page 27) for the Xibi-Nexpoint connection. And you could read some more, really interesting stuff here...
Posted by tjmnet, 09-05-2012, 12:24 PM Nice read, but uh-oh.
2004?, and still at it. No one is going to find these folks. The paper and debris trail is already way too long.
tjm
Posted by JRCosta, 09-05-2012, 12:27 PM
2004?, and still at it. No one is going to find these folks. The paper and debris trail is already way too long.
tjm
Posted by jtmalt, 09-05-2012, 01:16 PM
2004?, and still at it. No one is going to find these folks. The paper and debris trail is already way too long.
tjm
My site is written in Wordpress, so until I can get access to the SQL tables, I'm still dead in the water, though.
BTW, I've got more than 5 posts, and still can't post the URL to that thread.
Posted by jtmalt, 09-07-2012, 02:31 PM Well, no updates to this thread since the 4th.
I contacted billingmng@xibig.com on Wednesday & Thursday to find out if any progress is being made, or if I could just pay them to copy my website & SQL data to CD. Absolutely no acknowledgement or response this time.
Not very encouraging news.
Posted by Ruppster, 09-07-2012, 05:47 PM
I contacted billingmng@xibig.com on Wednesday & Thursday to find out if any progress is being made, or if I could just pay them to copy my website & SQL data to CD. Absolutely no acknowledgement or response this time.
Not very encouraging news.
Posted by jonfla, 09-07-2012, 06:03 PM I had same experience Wednesday. I dont know what their story is. Could be either a scam or an operational failure. As Napoleon once said, "Never ascribe to malice that which is adequately explained by incompetence."
Posted by rlamfink, 09-08-2012, 07:30 AM Possible signs of progress. Nexpoint.net is now displaying an Under Construction page. Tracert to several IPs still show route to Cincinnati.
Posted by jtmalt, 09-08-2012, 12:11 PM
Posted by rob215x, 09-08-2012, 03:25 PM 5 minutes ago I was able to log into the support page on Nexpoint.net. I was able to view all of my old tickets and I submitted a new ticket, inquiring about our dedicated servers.
Posted by music web guy, 09-09-2012, 03:50 PM
XIBI Group - DBA Nexpoint Web Hosting.
492 Cedar Lane, #304
Teaneck NJ 07666
United States
Phone: 1.201.654.6130
Fax: 703-832-8733
is this number and address still good to hunt down the XIBI / Nexpoint connection?
what's god got to do with it?
Posted by tjmnet, 09-09-2012, 03:56 PM
tjm
Posted by music web guy, 09-09-2012, 04:03 PM where's the US gov't in stepping in to catch these guys Nexpoint / XIBI and stop them? what kind of internet allows this kind of thing? my business has been down for 2 weeks now and I can't yet find a way to re-upload my web site, there must be a way to catch these people and punish them both financially and legally
robert
mwe3.com
917-776-2452
Posted by jtmalt, 09-09-2012, 05:33 PM FYI, the nexpoint.net home page came back up yesterday. I was able to login and view my old tickets. My website is still inaccessible, but there may finally be some light at the end of the tunnel.
Posted by Karl_Otto, 09-09-2012, 06:10 PM I confirm: nexpoint.net is up again. My server not...
I received an email with invitation to give authorization to change IP address of my server, but server number was wrong. Just the time to reply with my authorization and some request for info, when I received another email, this time from a cronjob I had setted up on the server, so I was able to read the sender IP (my new IP!).
I have tried to ssh to such IP address and, of course, I had as response my server banner. I have setted up the ssh service with no login for root, so it's necessary to login as another user, then "su" to root. And so I did: login as another user, then "su" and... "wrong password"
Well, I know that changing root password (without the knowledge of the old one) when you have the consolle in front of you is not so difficult, so nothing of strange for this. Moreover, to setup your network you have to access the network commands, so you must be root, or your server will not be online. So I wrote to them asking for the new password. Here is their reply: "Please let us know login information which you are using to access your Server. So can reset the login information accordingly."
Uhm, something strange here: nexpoint admins (the authentic ones) should know my login information. If I were them I should have changed the login information, then sent them to the email on file. Why they are asking me my login informations?
I was been strongly undecided, and finally I haven't sent them.
Now I'm waiting for a reply to my ticket opened at nexpoint site. Hoping for a reply...
Posted by rainwash, 09-10-2012, 09:49 AM I was able to log a ticket, we will see what the response is. I can't get to my sites through FTP so I am hoping they provide the new creds and the sites come back up.
Posted by adam_admin_nexpoint, 09-11-2012, 04:50 AM Hello to all nexpoint clients,
We have bring back the online nexpoint in new DC.
Now all admins are working to get back online other servers.
We will keep you updated with progress.
We appreciate your co-operation in this matter.
Regards,
Adam
Admin of nexpoint
Posted by rainwash, 09-11-2012, 11:25 AM for the 3 tickets I logged, here was the response:
Hello,
We apologies for inconvenience cause to you.
Our admin are still working on to get back the server online and it will take some time.
We will let you know once the everything is fine.
Meanwhile your patience is highly appreciated.
Regards,
Customer Support
Posted by emeritus, 09-11-2012, 11:38 AM
We have bring back the online nexpoint in new DC.
Now all admins are working to get back online other servers.
We will keep you updated with progress.
We appreciate your co-operation in this matter.
Regards,
Adam
Admin of nexpoint
Currently the former customer of Nexpoint
Posted by UncaYimmy, 09-11-2012, 01:15 PM Well, that didn't take very long, did it? I'm glad I moved my dedicated server a couple of weeks before this happened. I still have a few inactive domains registered there. They don't resolve in DNS.
I have some extra capacity on my server. If anyone needs to get a site back on-line (assuming DNS is working, of course), I can lend a hand until your hosting is ready.
Posted by astubbindeck, 09-11-2012, 06:08 PM
Hello,
We apologies for inconvenience cause to you.
Our admin are still working on to get back the server online and it will take some time.
We will let you know once the everything is fine.
Meanwhile your patience is highly appreciated.
Regards,
Customer Support
Nexpoint and Xibig, if you read this...just wanna give a big ****. YOU. to all you half-wit dipshits. Thanks for absolutely NOTHING!!!
Posted by rob215x, 09-11-2012, 08:37 PM Both of our dedicated servers came back online this afternoon! They have new IPs and there is still no DNS. We have to direct our clients' domains to our new server IPs, one at a time. A couple of our sites that were on shared servers are still down.
I don't know what's going on over at Nexpoint/Xibi but someone there is definitely working around the clock.
A question to the group...
What would happen if your uncle died and left you his hosting company. You live in another state and want to move all of the servers to a data center that's close to where you live. When you actually go to pick up the servers, you can't find any documentation or notes and you have no idea what accounts are on which server. You don't have any of the passwords and you can't ask your uncle because he's dead. No one else knows where his notes are. You are a fairly experienced admin and so is your best friend. How long would it take the two of you to move all of the servers, figure out all of the accounts and get everything back to normal?
I realize this is a totally fictional scenario that might have zero in common with what is actually going on at Nexpoint/Xibi but I'm just curious. I'm a web developer, not an experienced admin.
Posted by jtmalt, 09-11-2012, 08:55 PM
Posted by rob215x, 09-11-2012, 09:00 PM
Posted by jtmalt, 09-11-2012, 11:39 PM
Posted by rainwash, 09-12-2012, 11:53 PM Rob they sent you the new IP but DNS is still not working? at some point do you think they are going to give us the IP and creds to access through FTP again? both of my sites are still down and I at least want to retrieve a current backup.
Posted by rob215x, 09-13-2012, 03:08 AM
Posted by rainwash, 09-17-2012, 03:16 AM I received an account invoice today so I replied asking when will my sites will be back up. I don't want to cancel service because my content will be gone but I don't want to pay for another year either!
Posted by opera13, 09-17-2012, 01:03 PM Isn't it nice to know their billing system still works...
From a legal and ethical standpoint, I'm pretty sure they can't hold your content hostage like that. From a practical standpoint, not sure what you can do about it, precisely. Do keep us informed.
I received an e-mail from Godaddy this weekend, apologizing for some downtime on Sept 10th (I hadn't noticed.), and taking responsibility, also explaining what went wrong and the steps they took to rectify the problem without ever sounding like they were making excuses.
That's how a company should behave. Thanks Godaddy.
I'm still waiting for my own site to come back. An old and well-loved fan site on a shared server. Not my daily bread, but hard to be severed from it after putting in 15 years of work. We've gone on to start work on a new site with a different host, but I haven't made the domain name switch yet because I'm rather afraid that Nexpoint will put me even farther down the priority list if I do. (Mercifully, Godaddy is my domain registrar, not Nexpoint.)
My site members and I have, mostly, been hanging out on our Facebook group page, waiting, for the past month and more. ("in exile", as one member put it.) We really want to get all our forum posts and other content.
Well, there's my two cents. I'm glad this forum is around. It would have been much harder to go through this feeling all alone.
*reads up* Uh, this wasn't meant to sound like a GoDaddy commercial. I have no affiliation with them other than as a client.
Posted by punchee, 09-17-2012, 01:47 PM Yes, their billing system works just fine. However, their notification system does not. I still have my personal site registered with them (since 2003). Received no billing notification, no late notification, nothing.
I'm currently working with domain.com to get control of this thing.
Posted by Mike_GoDaddy, 09-17-2012, 02:14 PM
From a legal and ethical standpoint, I'm pretty sure they can't hold your content hostage like that. From a practical standpoint, not sure what you can do about it, precisely. Do keep us informed.
I received an e-mail from Godaddy this weekend, apologizing for some downtime on Sept 10th (I hadn't noticed.), and taking responsibility, also explaining what went wrong and the steps they took to rectify the problem without ever sounding like they were making excuses.
That's how a company should behave. Thanks Godaddy.
I'm still waiting for my own site to come back. An old and well-loved fan site on a shared server. Not my daily bread, but hard to be severed from it after putting in 15 years of work. We've gone on to start work on a new site with a different host, but I haven't made the domain name switch yet because I'm rather afraid that Nexpoint will put me even farther down the priority list if I do. (Mercifully, Godaddy is my domain registrar, not Nexpoint.)
My site members and I have, mostly, been hanging out on our Facebook group page, waiting, for the past month and more. ("in exile", as one member put it.) We really want to get all our forum posts and other content.
Well, there's my two cents. I'm glad this forum is around. It would have been much harder to go through this feeling all alone.
*reads up* Uh, this wasn't meant to sound like a GoDaddy commercial. I have no affiliation with them other than as a client.
Posted by cstockwell, 09-17-2012, 06:16 PM I sent an email to the address posted here before and the billing email in an attempt to recover the website for a municipal town and have not heard a reply from either address. Not looking good.
Posted by pcandpetunia, 09-19-2012, 11:17 PM Has anyone successfully gotten to their data? I can live without the website component, but I am crippled without my database. I haven't gotten a response to emails in a while... I'm hoping that other people have had some success.
Posted by jtmalt, 09-19-2012, 11:30 PM
I haven't had any response to emails from them lately. I opened a support ticket on nexpoint.net, but the only response was a generic "we're working on it" message a few days later.
Posted by endlessloopthemovie, 09-20-2012, 03:34 PM same here. i've filed the support ticket several days ago on the nexpoint.net site with no response. i've forwarded the support ticket to all of the above emails for nexpoint corporate. so far, no response.
still no website, ftp or database access.
Posted by music web guy, 09-21-2012, 12:15 AM my brother owns half of the mwe3.com He's an attorney and he wants to hear from customers of Nexpoint,net who were injured by the virtual shut down of their domains.
Jeff Silverstein
jbslegal@gmail.com
Posted by music web guy, 09-21-2012, 12:26 AM
I did talk to domain.com who reported that some people have heard back from nexpoint/xibi. Domain.com and others are attempting to negotiate w nexpoint/xibi but they are being elusive as we can all imagine. Will post any updates I receive.
my brother owns half of the mwe3.com and he wants to hear from customers of Nexpoint,net who were injured by the virtual shut down of their domains.
Jeff Silverstein
jbslegal@gmail.com
Posted by music web guy, 09-21-2012, 12:30 AM
We are sorry for delay in response and apologizes for inconvenience caused to you.
Severs are in Columbus already, DNS is in the process of recovery
We have some issues and our DC admins are working 24 hours daily resolve the issue. We will bring servers back as soon as possible..
We are currenly working on to bring back DNS online.
Will update tomorrow..
Once again we are sorry for the inconvenience this may have caused you and we want to thank you for your understanding of our unforeseen issues.
Regards,
Customer Support
Jeff Silverstein
jbslegal@gmail.com
Posted by tjmnet, 09-22-2012, 05:47 PM I filed a cancellation of services ticket for two domains I had hosted with nexpoint just after someone here or on the other thread said the support site came back online. Took about a week for my accounts and login to disappear. Now I'm interested in finding out if the remainder of the money will be returned as quickly. Luckily, one was just about at the end of it's billing year but the other was renewed in July. I made some credit card changes and filed a complaint with the CC merchant to have the money refunded. We'll see if they're as fast with the cash as they were to pull the accounts.
tjm
Posted by jtmalt, 09-23-2012, 02:21 PM I sent an email to billingmng @ xibig.com today, asking when, if ever, our site (hosted on a shared server) will be available again. This is the reply I just received:
We dont know, if the servers will be restored, but Im afraid not.
Regards,
Tracy
That doesn't sound good, does it?
Posted by rob215x, 09-23-2012, 02:45 PM This doesn't sound good at all.
Posted by tjmnet, 09-23-2012, 03:00 PM After a month of down time how can anyone really expect anything else.
It appears nexpoint/xibi has cut their losses, eliminated ALL of the accounts that might cost them money to bring back online and/or maintain and, strangely enough, their main site is up and able to bring in new business.
What continues to bother me is the high level (#2 in nexpoint hits, USofA #1) of pakistani web traffic nexpoint had, according to a website statistics site I found.
Posted by kpmedia, 09-23-2012, 05:36 PM
This host sucked in 2002, and it took another decade to fully fail.
.
.
Posted by rainwash, 09-23-2012, 07:38 PM thanks for the update. I guess it's time to cut my loss and rebuild my site from almost scratch.
Posted by tjmnet, 09-23-2012, 08:24 PM
Posted by rainwash, 09-25-2012, 02:57 AM I just canceled both sites with nexpoint since they sent me an invoice for both recently. Spent a good part of the day trying to salvage and rebuild one of the sites which is now on a new hosting server. good luck to anyone trying to retrieve data or anything for that matter!
Posted by pcandpetunia, 09-26-2012, 11:08 PM How do we go after them? They have my data. Has anyone contacted the AG of NJ?
Posted by WyNot, 09-27-2012, 02:05 PM Today is the first day I've seen this thread. In the 10 years I've used Nexpoint the only outage I ever had was back in May and now this.
Filed my ticket on 09/17 and got this response 9/18.After reading this thread I then emailed billing at 11:45 today and received this response an hour later.Quote:
Hello,
We can understand your frustrations. We apologies for inconvenience caused to you.
Our DC admins are still working hard to resolve the issues.
We don't have ETA about the resolution. but we will let you know once everything is fine.
Meanwhile your patience is appreciated.
Regards,
Customer SupportSo, good they are responding quickly but when I read that first sentence my brain inserted an imaginary "when". Now I see it says they aren't sure if they are going to bring them live at all.Quote:
NexPoint servers are moved to Columbus OH DataCenter but NOT ACCESABLE at the moment.
We are not sure we will bring them back to live, at list we dont have that info at the moment.
The files are not accessible due to that issue ..
Sorry, but we cant help you at the moment .
Tracy
My domain name is good, the web site is recoverable, I just need my 10 years worth of files and the structure. Crap, I don't want to go dig up old backups.
Posted by WyNot, 09-27-2012, 02:16 PM You know what really sucks? Up to this point it was a really good service. Their fat pipes were the best part. I hosted several game server downloads and nexpoint would easily outpace everything else downloading big 50-100MB tf2 maps. Even my friend who was an Apple developer and had a direct 100Mbps Apple connection couldn't keep up.
Another time, I needed more space for a business startup and they checked my account, saw I had been with them for 10 years on the same account, and bumped me up from 1GB to 10GB no charge.
Their past performance is the only reason I've been this patient, crying shame.
Posted by Bcwwoods, 10-01-2012, 08:01 AM It's difficult to know what the actual situation is with the dataservers from nexpoint. The only fact we know is that their dataservers have been down for over a month now... with shared hosting customers unable to access any data at all.
Perhaps nexpoint is technically incapable of restoring their dataservers, or perhaps they are financially unable to restore them. If that is the case, the only hope is that they will release that data so that a properly staffed datacenter can restore that information for nexpoint customers for a fee.
I have one last database that I would like recovered from their server, no matter how long it takes. It's not critical, but I'd like to have it. So I hope they set up some mechanism to do that.
I'd rather pay some fee for recovery than waste money funding a lawyer as mentioned in another post. Seems more sensible.
Posted by rob215x, 10-01-2012, 01:12 PM
Another time, I needed more space for a business startup and they checked my account, saw I had been with them for 10 years on the same account, and bumped me up from 1GB to 10GB no charge.
Their past performance is the only reason I've been this patient, crying shame.
On one hand, I will say that our 2 dedicated servers are back online and are working fine. On the other hand, we had 2 important web sites that were on shared servers and we need access to those files and their databases. We're still waiting. I'm going to email them again today.
Posted by WyNot, 10-01-2012, 02:06 PM I need to do the same. My last message went unanswered so I need to keep bugging them so they know we haven't gone away.
Posted by jtmalt, 10-03-2012, 02:37 PM I tried to update my support case today through the nexpoint support site, which had come back up after the servers were (supposedly) moved to Columbus.
As of today, it has started throwing error messages, and won't get past the login screen.
Has anybody heard any good news? All I want is my structure and data back, even if they just throw it on a CD and mail it to me.
Posted by pcandpetunia, 10-03-2012, 06:29 PM I have tried sending emails to every email address that I have for them and no response. I contacted the NJ Attorney General and there's a form I can fill out. I'm not interested in vengeance, but like the previous post, I just want my data structure and data. I have also gotten error messages when trying to access the support ticket section of the web site.
Posted by WyNot, 10-04-2012, 02:00 PM Same here on the support portal. I get nothing on pings or traceroutes. Not error finding the target but errors in even resolving the name.
I haven't gotten any more responses from billing. I'm going to request a copy of my data as well, see if they'll go for that at least.
Posted by brianuol, 10-04-2012, 02:30 PM Pretty sure I found Gregg's cell phone number (CEO) and also the home number of one of the other corporate officers.
I told them I'd give them a day before I got personal ... seeing as they're checking this forum they'll know I'm not kidding.
I'll also get law enforcement involved. These guys billed me in April for a full year and disappeared in August. I want a refund and I want my data.
Hope they check this before the phone calls start!
Posted by WyNot, 10-04-2012, 06:01 PM Let me know what you get because I'm getting nothing here and this is really impacting my business at this point.
Posted by Trella, 10-04-2012, 07:34 PM I am looking for another web host. It is obvious to me that Nexpoint is not coming back and there seems to be no communication with them. I have waited long enough. I would like a recommendation of a good web host for a non-profit organization. We do not sell things and it is a small website. Thanks.
Trella
Posted by pcandpetunia, 10-05-2012, 06:27 PM BrianUOL - did you contact them? Any luck?
I have been pursuing all leads that I can. I contacted the NJ Attorney General's office. I called the Columbus Ohio city and county offices and there is no record of any company with the name Nexpoint or Xibi group registered to do business there. I then got a really nice tech support person at NTT America (Nexpoint still has WHOIS info pointing there). NTT doesn't have a relationship but showed that Verio used to. I spoke with a tech there who said that Nexpoint came in and took their hardware and severed all ties with Verio. Unfortunately Verio never had backups or anything that we could get our hands on. Verio did not have any contact information for anyone at Nexpoint.
I'm out of ideas. The AG is interested, but the legal route isn't going to get my data back. Please let me know if you are able to contact anyone. I can't believe that this company has their site back up and is soliciting new business! They have stopped responding to all communication, and I suspect they aren't even reading these posts anymore. Shame on them.
Posted by UncaYimmy, 10-06-2012, 12:21 AM
Trella
Posted by Trella, 10-06-2012, 12:28 AM Our websites are gone! That's why we are complaining!
Posted by UncaYimmy, 10-06-2012, 04:51 AM
Posted by Trella, 10-06-2012, 11:22 AM Which server did you move to and are you happy with them? I need to find one I can trust.
Posted by all2z, 10-06-2012, 02:57 PM yeah,i am getting problem too.what happening e mail service is down,no response,losing dollar,business down.it's really boring.
Posted by tjmnet, 10-06-2012, 08:45 PM Possibly another approach?
There are two items on the main nexpoint page, one for webhostingsearch.com and the other is a logo for comparewebhosts.com who claims nexpoint is a guaranteed provider. I sent an email to find out exactly what that means. In any case, maybe some emails to those two sites could stir things up. It doesn't appear that either site belongs to nexpoint and it seems that this type of business shouldn't deserve recommendations to unwary clients.
tjm
Posted by jtmalt, 10-15-2012, 08:51 PM Has anyone had any contact from Xibi since the beginning of October? They've stopped responding to my emails and the support page is still hosed.
Posted by tjmnet, 10-15-2012, 09:26 PM Let's look at a couple possibilities:
1. If you do a search on 'nexpoint', this site pops up #4. This thread has over 29,000 views. Can't be good for business.
2. Maybe someone actually caught up with them.
Unfortunately, they could just change their name and go on with business. At this point, I doubt they are counting on 10 years of this type of reputation.
No one responded from the two websites that have their 'approval' icon on the main nexpoint page. No surprise.
Posted by Concept211, 10-15-2012, 09:30 PM The only person that I've gotten any responses from in the past is from this person:
Natalia K.
nkof@xibig.com
However, as of late, she simply deletes all of my e-mails without reading them. I know this since I use Outlook and have requested a read receipt and this is the response I receive:
Your message
To: Info
Cc:
Subject: We desperately need a copy of our database on your server
Sent: Wed, 10 Oct 2012 23:16:27 -0400
was deleted without being read on Thu, 11 Oct 2012 20:20:05 -0400
I did a little more research and her full name is Natalia Kofman and here is her Facebook account: facebook.com/natalia.kofman
Between all of us we have got to make some headway with this terrible company. They MUST be held accountable for their actions!
Posted by tjmnet, 10-15-2012, 09:39 PM How did you find the Kofman name? This person appears to be too young to have been involved with nexpoint since the late 1990's.
The only one I could find was Natalia Zhadan.
Posted by Concept211, 10-15-2012, 09:43 PM I haven't run into Natalia Zhadan, but I searched around for Natalia K. + nkof@xibig.com and ran into several references of the name Natalia Kofman with that email address.
If anyone knows of any personal phone and/or e-mail addresses for personnel connected to Nexpoint/Xibi, please post it here.
Posted by tjmnet, 10-15-2012, 09:52 PM There's been some info posted though mostly PO Boxes and empty offices.
Do a whois on any nexpoint sites and Natalie Zhadan pops up as a tech reference.
Someone found other aliases for Natalie, or Natalia.
I think the only one I connected with, but I can't verify it, was back in April with they went down for a while. I found a fax number (i have it somewhere but I can't locate it) in some old records so I sent a bunch of faxes to that number. I actually got a call back from Adam, I think, saying they were moving my email to an online and running server. I always though the faxes got somewhere and I made the difference, but who knows.
tjm
Posted by Concept211, 10-15-2012, 09:56 PM Sounds like we're getting nowhere fast. I think the next step is getting everyone together and filing a class action suit against Nexpoint/Xibi Group. They can't get away with this...
Posted by tjmnet, 10-15-2012, 09:59 PM
Need to find a real person to serve, first. I probably wrong, but I don't think you can do it by mail.
Posted by rob215x, 10-16-2012, 04:13 AM
We are still missing two important web sites and databases that were on Nexpoint shared servers. We are willing to do whatever is necessary to get our data back. I am going to try to contact them again tomorrow (Tuesday 10.16.2012).
I don't know about filing a class action suit, or what that involves. I don't really know what legal rights we have but I am going to speak to our attorney and see if he has any suggestions or ideas. I'm sure this kind of thing has happened in the past with other companies. I think the thing to do would be to search for these previous events and see what, if any, legal action was taken. Legal matters tend to run much smoother if you can show a similar case or cases and their outcome.
Here's what I'm thinking... An attorney writes a letter stating who he is representing and what they want (their data). The attorney lists the actions he will take if Xibi doesn't comply and cites previous cases and the penalties/judgements that were imposed. I am not an attorney but my company has taken this course of action several times in the 10 years we've been in business. A letter from the attorney worked every time and it didn't cost a lot to have it done.
Posted by rob215x, 10-16-2012, 04:30 AM I just did some checking and apparently FatNetwork is another Xibi company?
Posted by WyNot, 10-16-2012, 05:01 PM I've gotten no additional responses since the last time I posted. Seems they have ceased all action on the non-dedicated servers. I even offered to pay whatever in shipping if they wanted to send me my data on a flash drive.
I'm on a new host now (BTW, I don't recommend 1and1 after this weekend) so gonna have to call this one a loss. I should be able to recover to some extent but I would still really like to get my data back.
Posted by waysmart2host, 10-16-2012, 07:28 PM Gregg won't answer any of my email responses as well. Which sucks
Posted by tjmnet, 10-16-2012, 08:04 PM I found this amusing statement on the nexpoint online ordering page:
"For our clients protection we prosecute all forms of FRAUD."
Posted by ex-nexpoint, 10-18-2012, 02:42 PM E-Mailed all their partners and vendors informing them of this thread and their issues and lack of responses.
Got an answer from CompareWebHosts (who is listed on front page of Nexpoints site) saying they are having the same issues as us.
Since Nexpoint was using a remote link to them, I suggested they take down the image or block the IP (or replace their image with one calling BS). They went the safe route and removed the image so there is a big missing image on Nexpoints front page.
So props to CompareWebHosts.com for disassociating themselves from this joke of a company.
If I can't get my data back or even the courtesy of a response, then I will make sure no one else gets defrauded by them.
Posted by jtmalt, 10-20-2012, 08:21 PM Well, that's about it for me. Had a meeting with the board of directors of my association this morning to let them know that our website is is irretrievably gone. If they want to restart a website, it's going to have to be built from the ground up.
All of our membership info and 8 years worth of posts are utterly gone. I've never, ever, heard of a hosting company pulling this kind of BS before. I'm guessing that whatever happened in the transition between Nexpoint and Xibi, a transfer of passwords to the servers wasn't part of the deal.
Posted by jtmalt, 10-23-2012, 11:09 AM Just an additional note: I sent an email yesterday morning to billingmng@xibig.com, to try to make sure they don't attempt to bill my credit card for account renewal in November.
I got a receipt that the message was read, so someone's still reviewing email. They're just not bothering to respond to us anymore.
Posted by beechtree, 03-30-2013, 12:56 PM Our Website has disappeared off the web.Nexpoint's Tel # belongs to a cheap airlines company now...How do I find my missing website? What happened to these people?
Posted by pcandpetunia, 03-31-2013, 11:27 AM Rob215x - did you have any luck with the lawyer route? Still in shock that this happened to all of us.
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