How to get a response from technical support?

Domains and Hosting
1

Hello,

I am responsible for maintaining the website of a sports association.

For the past two days, the site's home page has displayed what’s shown below.

image
image659×324 37.3 KB

In the emails to the administrator account, I have not received any explanation for this situation.

A ticket opened yesterday at 8 a.m. has not yielded a response to date.

The phone call to 09 72 10 10 07 ends with the line hanging up “due to an incident”.

And the Live chat stalls for 2–3 minutes before sending me back to square one.

How can I proceed? Is there a serious issue currently affecting OVH? Why not at least communicate with users, especially amateurs like me who strive to keep local associations alive voluntarily?

I welcome any help and any advice from the community.

Best regards,

Olivier

2

Hello,
To check, he gives us the OVH ticket number or the domain in question :slight_smile:

3

The website is: enfantsdecholet.fr

The ticket number: CS16317546

Thank you for your reply.

Olivier

4

Hello again,

I just checked that the hosting has been suspended since 14/07. The issue is an administrative matter.

In the Manager you should be able to settle the 2026 invoice and restore your hosting.

5

Hello again,

I don’t understand why an invoice wouldn’t be settled?

image
image1544×290 23.4 KB

image
image1094×826 152 KB

To me, everything is in order administratively.

Olivier

6

I’ll let support respond because this isn’t a technical issue.
At first glance you renewed hosting on cluster121, but your site www.enfantsdecholet.fr points to hosting on cluster100 (which is suspended).

7

Thank you for having examined the issue.

I hope support can assist me in resolving this situation; I admit I’m a bit lost with these notions of “site pointing to a cluster”.

Kind regards,

Olivier

8

Hello @victor_webhosting_in

Here is a short guide I wrote that could give you some clarity for a complete and clean installation of your site.

Guide – Understanding the Domain → DNS Zone → Hosting → Site folder

See → CMS - WordPress - Installation Guide at OVH

Read and assess your situation by following carefully the paragraphs: A to J applicable to all CMS

Feel free to give me feedback: positive or negative.

9

Hello,

To answer in less technical terms, you may have purchased two hosting plans and one of them is overdue on payment (the one that hosts your site)

10

Hi fritz2cat,

Indeed, I created a mockup of the site and purchased a “personal” hosting to experiment with it. Then we bought an “association” hosting to manage the final version of the website. It looks like the final version of the site remained attached to the experimental hosting, which I thought I no longer needed and therefore hadn’t renewed its subscription.

It’s really not easy for amateurs to keep track of domain names, hosting services, clusters, and other DNS.

11

Hello,

Today everyone is a graphic designer, website creator, website host, doctor (thanks Doctissimo), etc...

What to say? Between a professional whose main activity is this and someone who has never done it, moving your site from cluster X and database Y to cluster Z and database T will take them half an hour.

You’ll spend half a day or half a week. When it’s done you’ll have satisfaction. And a bit of expertise “acquired on the job”.

Now you have an additional administrative problem. You no longer have access to the servers that are delinquent on payment.

OVH will keep this data for a month, and then the electrons will be recycled.

If you don’t want to pay for this personal hosting just to retrieve its content, it is necessary that you have made a full backup (files and database export).