This site is currently suspended

Domains and Hosting
1

Hello, 15 days ago, my mail function was blocked on my shared hosting because several old files were deemed dangerous. I deleted everything that was listed and was able to reactivate.

I opened a ticket (CS16291343) to ask what had happened, to prevent it from happening again. And 15 days later (yesterday), I was told that there was still a file posing a risk. I deleted it immediately.

I was told that the ticket was transferred to another person, who confirmed that the file was indeed erased, but since then, my three e-commerce sites have been suspended.

I contacted chat support, and they said they can't do anything. I'm afraid of being blocked for another 15 days without being able to sell. Over the weekend, do I just have to wait until Monday to call, or can I unblock it myself?

I activated a redirect on my biggest site, because the "Site suspended" page inevitably worries my customers, and new ones will never come back.

Regards.

2

Hello @CyrilB15

You have probably been hacked. The simplest solution is to restore your hosting and database to a date before the breach.

The problem is that you didn’t perform this restoration early enough.

Therefore you won’t be able to use the backup of your hosting provided by OVH, as it is kept for a maximum of two weeks.

I hope you have made a complete backup of both your hosting and database on your PC and do so regularly.

For that, please consult my guides below:

https://wordetweb.com/word-et-web/WORDPRESS-guide-installation-de-WordPress-premier-domaine-chez-OVH-FR.htm#_T_–_Restauration

3

Hello @CyrilB15

When your WordPress site is finished and operational, don’t forget to back it up on your PC.

________________________________________________________________

Backups of your site at OVH are not permanent.

Excerpt from my guide: T - OVH Restoration of your site to an earlier date

At OVH, restoring your hosting can only go back at most two weeks.

If the hack of your site dates back three weeks, you’re doomed and have to delete everything and rebuild your site from scratch.

At OVH, restoring your database can only go back at most two months

Remember to back up Hosting and Database on your PC once a month.

See the paragraph in my guide: Ua - Complete backup of your site on your PC

See the paragraph in my guide: Ub - Complete restoration of your site from your PC

4

Thank you very much for your replies, but we're off‑topic: my sites are not on WordPress, they are PrestaShop stores, and my question was not about restoration but about customer support.

I will explain clearly again.

It has now been three days with no response from support, and all my sites on this hosting are suspended.

Let me recall the facts: fifteen days ago, an email account was blocked due to a suspicion of dangerous files. I analyzed the files in question and they were false positives. I nevertheless deleted everything (an official PrestaShop module, Store‑commander) and restored it via my panel. Everything was OK.

I opened a ticket just to ask for clarification. Apparently that didn't please them, because fifteen days later (so last Friday) I was told there was still a file, which I immediately deleted. The sites were still OK.

The ticket was then transferred to a colleague, who confirmed that everything was in order, but who nevertheless, on the eve of a weekend, suspended ALL my sites.

Apparently these blocks at OVH happen quite frequently over nothing.

Given the slowness of the support and because this affected all my e‑commerce sites, which are my livelihood, I decided to urgently migrate everything to another host on Saturday. Thankfully, because to this day I still have not received any answer and the hosting remains blocked with no explanation.

I have been with OVH for fifteen years; it takes a lot for me to leave, as I have been fairly loyal, but I have truly lost confidence, and I advise anyone who wants to live off their sites to choose a more responsive host: you can lose everything at OVH, because I maintain that there was an error, especially since they are unable to give me any explanation.

In the end it was a blessing in disguise: I discovered that there are much more interesting hosting options, notably o2switch’s LUNE system, a far more practical and easy CPanel, and a host with an exceptional positive‑review rate for its support, compared to what I just experienced here.

The topic is closed.
Regards.

5

My previous answer was independent of the type of site.

6

Thanks again for your replies, but the problem isn’t my sites: it’s the support technician who suspended ALL my sites without any reason the day before a weekend.
I spent this weekend transferring everything elsewhere so I wouldn’t lose money, and especially to avoid enduring such long waiting times and ending up unfairly blocked WITH NO EXPLANATION. Why no explanation? Because there was no problem, but they don’t want to admit it.
I scanned all my sites with Imunify AV+: nothing, no threat.

Moreover, I had just renewed the hosting: I’ll request a refund, that’s the least they can do.