Afrihost Cloud Server Issue

Solitude said:
No, it's still happening.

Unfortunately the ticket is not currently visible to us because at Afrihost tickets disappear when they are at a higher level or something like that.

I sent AfriGuy a pm last week but he didn't reply. I must get the coworker whose email address is used at Afrihost to send them an email with the latest logs. I should have sent more logs earlier and I didn't. So that's on me.

The thing is that I don't think Afrihost can actually see what's happening. It's basically a case of us sending them logs every now and then. They can just spin up a virtual server and monitor what's happening themselves but that doesn't happen. It's up to provide the logs and then wait or hope for the best I guess.

It's probably not such a serious matter or is not seen in serious light by Afrihost. It's not my area of expertise so I wouldn't know. All I see are thousands of malicious inbound connections per day to our servers from one specific Afrihost server on the same network. That's according to Malware Bytes Cloud.
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I am sorry that this hasn't bee sorted out yet. I have spoken to AfriGuy and he has send you a PM regarding this.

I really hope we can get this sorted out now. I am sorry that it has taken so long.
 
AfriNatic said:
I am sorry that this hasn't bee sorted out yet. I have spoken to AfriGuy and he has send you a PM regarding this.

I really hope we can get this sorted out now. I am sorry that it has taken so long.
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Thanks he gave me an email address and I have sent some logs to it with a reference number and a link to this thread.
 
AfriNatic said:
I have answered your email for you. :)
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Hi AfriNatic but your answer doesn't make sense. You say that the team ran a scan and they didn't find any errors. What errors? What kind of scan did they run?

I will reply to your email.
 
Solitude said:
Hi AfriNatic but your answer doesn't make sense. You say that the team ran a scan and they didn't find any errors. What errors? What kind of scan did they run?

I will reply to your email.
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I will continue chatting to you there.
 
I can now confirm that Afrihost's method of dealing with this is to give the logs to their client (the machine with the malware) and then the client tells them that everything's fine. And that's it.

If you google the IP then you can see it being blacklisted all over the place. If you browse to the IP then it tries to infect your machine.

Basically, if anyone out there's looking to set up a malicious server then Afrihost is the place to do so. They do not monitor the traffic in the network. They do not do any investigations when abuse is reported.

And it's so difficult to deal with their support. From right in the beginning when they don't read support tickets to later when you can't access the ticket anymore because it's somewhere higher up. To them just never getting back to you until you wait a couple of months and tell them that it's still happening.

To anyone who ventures here: Don't host with Afrihost.

I used to love them back in the day but they aren't the company they used to be.
 
Solitude said:
I can now confirm that Afrihost's method of dealing with this is to give the logs to their client (the machine with the malware) and then the client tells them that everything's fine. And that's it.

If you google the IP then you can see it being blacklisted all over the place. If you browse to the IP then it tries to infect your machine.

Basically, if anyone out there's looking to set up a malicious server then Afrihost is the place to do so. They do not monitor the traffic in the network. They do not do any investigations when abuse is reported.

And it's so difficult to deal with their support. From right in the beginning when they don't read support tickets to later when you can't access the ticket anymore because it's somewhere higher up. To them just never getting back to you until you wait a couple of months and tell them that it's still happening.

To anyone who ventures here: Don't host with Afrihost.

I used to love them back in the day but they aren't the company they used to be.
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I am not sure that that is the case. Our Team mentioned that there might be another infection on your system. I also pointed out to you given the time from between your last report and now was too long. It would be best for you to log a new issue with our Abuse Team so we can sort this out.

I know that you are upset and I fully understand where you are coming from. Your statement isn't true: " They do not monitor the traffic in the network. They do not do any investigations when abuse is reported. "

We are doing everything we can to help you and we have the full intention of sorting this out. As mentioned in the email to you, we have sent off the logs so we can get down to the bottom of this.

Our Team is busy looking into this and they will come back with some feedback to you shortly.

Please be patient as this process can take time
 
AfriNatic said:
I am not sure that that is the case. Our Team mentioned that there might be another infection on your system.
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Case in point.

The infection is not on our system. I gave you the IP address of a server on your network that's trying to infiltrate other servers on your network. Not ours. Someone else's.

Someone else's server is trying to access other servers on the same network. I don't know how I can get Afrihost to understand this.

I also pointed out to you given the time from between your last report and now was too long. It would be best for you to log a new issue with our Abuse Team so we can sort this out.
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Afrihost never responded to our last reply on that ticket a couple of months ago. In fact that ticket never became available on our client zone again. Even after I asked that it becomes available again. Why should we create a new ticket for something that was never solved initially?

I believe our last response to that ticket was that it wasn't resolved. Am I correct? I wouldn't know since we can't access the ticket.

I know that you are upset and I fully understand where you are coming from. Your statement isn't true: " They do not monitor the traffic in the network. They do not do any investigations when abuse is reported. "
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I see no evidence of them monitoring or doing investigations.

1. I gave them the IP address of the malicious server.
2. Gave them logs multiple times of the server trying to access multiple other servers.
3. This happening for the whole year already.
4. It is still happening.

The only feedback we got is that you were telling the client in question that they may have malware on their server.

Afrihost never followed up to see if the malware was actually cleaned.

We are doing everything we can to help you and we have the full intention of sorting this out. As mentioned in the email to you, we have sent off the logs so we can get down to the bottom of this.
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Are you though? It has been months. I wish I could just talk with someone technical. I wish someone technical could tell me what was being done to stop this and prevent this from happening in the future.
Because telling me that you are informing the client is not doing anything to solve this. It wasn't initially and it isn't now.

Our Team is busy looking into this and they will come back with some feedback to you shortly.
Please be patient as this process can take time
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Last time I waited a couple of months. Is that patient enough?
 
@AfriNatic

Sorry if I sound mean. I know you are just giving feedback. You have a tough job.

Afrihost's support is very difficult to deal with and I'm frustrated.
 
Solitude said:
@AfriNatic

Sorry if I sound mean. I know you are just giving feedback. You have a tough job.

Afrihost's support is very difficult to deal with and I'm frustrated.
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Yes, I feel sorry for the poor reps on this forum as well.

They are pretty good at burping Afrihost clients, but unfortunately cannot change the diapers in order to sort out the root cause of the problem. :D
 
Apogee said:
Yes, I feel sorry for the poor reps on this forum as well.

They are pretty good at burping Afrihost clients, but unfortunately cannot change the diapers in order to sort out the root cause of the problem. :D
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I do feel like a baby complaining and crying in this thread.
 
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