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07 Dec 2007
Comments:5
In October,
Fasthosts
said it had discovered evidence of a net-work intrusion involving one of its
servers. As a precaution, partners were asked to help specific customers update
control panel, FTP and email passwords.
However, resellers were called into action again on 30 November, after Fasthosts
emailed them late
on 29 November, informing them that a number of customers who did not change
their passwords had suffered compromises.
Fasthosts said it had reset the passwords of affected customers and details
would follow by Royal Mail.
Darren Bush, managing director of Fasthosts partner
Tandem
Software, said: “We received many calls from clients within the first hour
[of Friday] that were unable to access certain services until we manually reset
passwords.
“If this security measure had been advised [earlier] on Thursday, we could have
made changes during
the day and our clients would
not have been affected.”
Bush added: “At no time have we received an apology from any board-level staff
at Fasthosts. Neither have we been offered compensation for the hours of work
this will cause us and many more dealers for correcting issues caused by
Fasthosts’ lapse of security.”
Fasthosts sent a statement to CRN apologising for the inconvenience,
but failed to address partner requests for compensation.
“Fasthosts would like to apologise once again for the inconvenience to its
resellers affected by the recent password change,” it read. “The measures were
necessary to ensure our customers’, and just as importantly, our resellers’ end
customers’ websites and data were secure.”
Fasthosts said it was working closely with resellers and had ensured they were
prioritised for receiving their new passwords by Royal Mail. All partners
affected should have received their letter by last Tuesday, it stressed.
“We also conducted proactive calls and emails to our resellers over this period
to provide them with their new passwords and assistance as swiftly as possible,”
Fasthosts added.
Fasthosts
changes user passwords after hack
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Do you agree?
Terrible
Never use them
Posted by Chris | 04 Jul 2008
Never use fasthosts
They do not care whether they keep their single site customers or resellers, trapped with them
Posted by liam | 25 Jun 2008
Ridiculous
This whole situation is a so frustrating. I own multiple domains via Fasthosts and I was emailed about the password changes after they had been changed. Luckily my reseller account password had been changed recently anyway so I was ok there; but I own a number of other accounts with Fasthosts which I can?t access. I am unable to complete an essential database update on my most popular online store that I was half way through when the passwords were reset and this during the busiest time of year for us. My site has been half way through a major database upgrade for more than 2 weeks.
Not only are Fasthosts not answering support emails, they are not answering support telephone calls either. The password reminder facility has been removed and the icing on the cake is that they have removed the resellers support forum to stop us talking about this incident!!!
Can Fasthosts truly survive this? If not can anybody recommend a good alternative reseller hosting account as I believe I need to move pretty quickly before I lose everything!
Posted by AnonWithClients | 13 Dec 2007
Number 55 in the queue
I'm out of the country... my letter with my new password is somewhere being forwarded across the Atlantic by Royal Mail - so I'm hangng on the phone to the Fasthosts support line. Judgng by the speed at which I'm moving up the queue (no change in seven minutes) I'd say there was just one person dealing with calls.
I launch a new business site in a few days... can't set up the site.
Fiasco.
Posted by Graham Rice | 11 Dec 2007
Rubbish
I'm a reseller with Fasthosts and i've had very little in the way of support.
I've asked for some simple changes such as a Password Reminder option on our clients control panels so they can get their current password to enable them to log in and change it but this has gone nowhere. My support emails are never answered and you can't get through to them by phone. As for them calling me - this has never happened.
I have begged Fasthosts to delay the email password reset so that we can have time to contact all our users and make sure they're all ok with the change but this too has been ignored/refused.
Fasthosts have a history of ignoring their resellers. I just hope that this event will wake them up to how important their resellers are. They currently don't seem to value us or our opinions at all.
Posted by Lobster | 11 Dec 2007
Have your say