Not happy with InnoHosting

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Posted by HJI Technologies LLC, 07-09-2009, 09:06 PM
Well, I ordered some hosting from InnoHosting nearly 24 hours ago. I've submitted a ticket, yet no response, nothing. I am a bit disappointed, so when the 24 hours complete up, if the account has not been setup, I will ask for a refund and move on somewhere else. I don't understand why it's taking them so long to setup the account.. o.o
Posted by Jacob Wall, 07-09-2009, 09:10 PM
Hello Hamza, I've used Innohosting for quite a while now. They run a LOT of fraud checks before they create the account. Maybe yours is in that status? Do you live in a high risk country?
Posted by JLHC, 07-09-2009, 09:12 PM
Well as far as I understand they manually approve their orders and perform heavy fraud screenings and as such it may take some time for your account to be activated. I will advise you to PM Rameen or Chris in this forum and it will get sorted as soon as possible.
Posted by net, 07-09-2009, 09:14 PM
These days.... order will take time due to fraud screening. Be patient my friend :-)
Posted by HJI Technologies LLC, 07-09-2009, 09:42 PM
I've passed the Phone MaxMind Call test. I live in USA and have been living here for the past 9 years, so I don't understand how it would classify as 'risky' country. lol Tbh, 24 hours should be plenty of time to manually process an order.
Posted by tru1, 07-09-2009, 10:04 PM
I agree with DOTXM that 24 hours should be sufficient, *unless your order was placed during weekend* (as some billing departments don't work weekends) But there's probably a good explanation. Rameen runs a tight ship, I only hear great things of Inno. Might want to send the billing department a message
Posted by Jacob Wall, 07-09-2009, 10:06 PM
Did you check "My Emails" in WHMCS to see if maybe the email bounced?
Posted by abbyjanke, 07-09-2009, 10:08 PM
You can try and contact there member of staff Rameen on this forum itself, He is a regular member and should reply right away. Or choose the easier option and submit a ticket Kudos
Posted by HJI Technologies LLC, 07-09-2009, 10:10 PM
I've already submitted a ticket aprrox. 6 hours ago. No reply, nothing.
Posted by admin-caperhosting, 07-09-2009, 10:11 PM
You said nearly 24 hrs, does there site say may take up to 24 hrs, and if so then wait it out if not and you request a refund then for future reference if your anxious to make sure things are setup within a time frame try a host with live chat, chat to them and ask them then and there if order is placed now how long till up , and im sure it'll be done quicker etc.
Posted by HJI Technologies LLC, 07-09-2009, 10:16 PM
Alright, thanks for the advice caper.
Posted by Brian-de-vie, 07-09-2009, 10:32 PM
I'm sure Inno will respond here, but that does not make WHT the right place to be dealing with this. Firstly there knowledbebase says: "How long does it take for my account to be set up? Short answer: Up to 24 hours on a working day InnoHosting performs automatic and manual fraud checks on all accounts. In addition, each account is set up manually as a result. Because of this, we ask all new clients to allow up to 24 hours on a working day for the account to be activated and be ready. You will not receive any emails from us after the initial emails sent to you straight after ordering." So you do seem a little premature in complaining, especialy here in a public forum. If you've raised tickets before the 24 hours, this may have actualy slowed down the process. Inno have there own forum which would be a good place for advise/info from existing clients & Inno. Anyway I'm sure you just need to practice a little extra patience and everything will be sorted.
Posted by !aaa!, 07-09-2009, 10:59 PM
did you checked the "my email"?
Posted by AquariusStorage, 07-09-2009, 11:02 PM
Make sure you do research to avoid running into something like this in the future. If you are in need of a reseller account quickly, and cannot wait the "up to 24 hours" for it to be setup, simply put, you needed to chose a different provider. Most providers can setup resellers accounts instantly, and if not instantly, within an hour or so.
Posted by cartika-andrew, 07-09-2009, 11:23 PM
Hello DotXM these days, it is better to be safe then sorry - if they are so diligent on your order, they are likely as diligent on other orders. last thing anyone wants is a fraudulent order to get through - ends up in all sorts of spamming and other unsavoury activity that will just affect your service.. automated fraud filters are used by almost everyone.. even if the order is obviously legit to you, if it triggers a fraud filter (standard or custom) - then more investigation is required.. Inno is a good provider, I am sure it will be worth the wait..
Posted by HJI Technologies LLC, 07-09-2009, 11:40 PM
Please read my post again.. It's rather more of a CONCERN than a complaint. Who said I can't take it here? I'm not complaining as I've already stated, I can take a concern anywhere I wish to so please keep that statement to yourself. And the fact is, InnoHosting's forum IS the FIRST PLACE I went to, but you have to have an account there + you have to go through Mod Que to be able to join. !aaa!: Yes, I did check it. The latest e-mail was: Invoice Payment Confirmation
Posted by IH-Chris, 07-09-2009, 11:54 PM
Please open a general ticket with "attn: Chris" in the subject . I will see if I can wiggle my way in to see what the issue or problem is.
Posted by HJI Technologies LLC, 07-10-2009, 12:03 AM
Ticket submitted Chris. Thanks.
Posted by IH-Chris, 07-10-2009, 12:17 AM
Thanks for the ticket... I think I have located your order and there is a few things that need to be addressed privately. A few things with the information you provided and another of the services you provide. To be fair, this was flagged for upper management and is under our 24 hour threshold. I will be looking forward to your ticket response to continue to discuss this.
Posted by HJI Technologies LLC, 07-10-2009, 12:27 AM
I have already responded for a discussion.
Posted by rv_irl, 07-10-2009, 05:31 AM
Our customers won't be happy if we let just anyone on the servers. We properly review each and every account before activating it which usually takes upto 24hrs if there isn't any problems... We don't advertise instant activation, but we do advertise it can take upto 24hrs for the account to be activated.. So I'm a little unsure why you are "unhappy" that we are doing what we said we will do.. If you can't wait 24hrs for an account set up and we advertise it can take 24hrs then I don't believe you should have signed up with us.
Posted by Brian-de-vie, 07-10-2009, 06:04 AM
I can't see any reason why I should keep any statement to myself, unless it may harm others.good for youshouldn't take long though' NOT HAPPY with Innohosting' is the title, should I be concerned or complain that this is a statement of 'Negativity' towards this company ? Common decent behaviour, at least suggest 'going public' is not the right thing to do without a little more effert in sorting it out in 'Private' Inno realise that this needs to be done in private [to protect you I guess], but I'm sure you could ask them to go public if you wish. Why not mention in your post you went to Inno's Forum, but was not prepared to wait to be Mod Cleared, I'm sure you'll benifit from reg. at some point in time. There has been a realy annoying trend recently, on WHT to 'Go Public' in a bid to get quicker and often distorted resolution to provider/user issues, to me at least that is an abuse of WHT resources. Maybe that deserves it's own thread. Anyway, do please keep us informed of progress. Last edited by Brian-de-vie; 07-10-2009 at 06:09 AM.
Posted by HJI Technologies LLC, 07-10-2009, 09:12 AM
Chris told me that there were some problems with confirming the account and it was flagged for 'upper' management. If there was a problem, you guys should have contacted me right away to straighten it out, rather, I had to come after you guys to figure out the problems. If I had not done that, I might have had to wait more than a day for the account. Anyhow, I got my account canceled and a refund was given. Case Closed.
Posted by M Bacon, 07-10-2009, 10:16 AM
Why the additional measures? Isn't the phone verification and the initial fraud check enough? You guys use WHMCS and you need to put the fraud score at 2.5 so that it automatically marks your orders as fraud. I don't know why you guys can't automatically process the orders when that information is available. I understand with domains, dedicated servers, and vps but why don't you guys process orders automatically?
Posted by Brian-de-vie, 07-10-2009, 10:29 AM
Innohosting have said: "a few things that need to be addressed privately." Seems like a very good job Inno did not set this account up on 'autopilot'.
Posted by johannes, 07-10-2009, 03:05 PM
Kinda funny this as i was thinking of moving to Texas. The poster location shows Texas. To me 24hours to setup is very bad and so is 6 hours to answer a ticket (fraud checks or not). if i was you go somewhere else.
Posted by rv_irl, 07-10-2009, 03:15 PM
Had nothing to do with location. 24hrs to set up an account considering we also state it will take 24hrs along with 6hrs to answer a sales/billing question is actually more than acceptable. Automated checks are not always enough. We manually fraud verify on top of the automated checks. Last edited by rv_irl; 07-10-2009 at 03:21 PM.
Posted by Alex, 07-10-2009, 03:23 PM
Glad to hear it. Alex

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