Paid Support Sabotaged My Production Server – Urgent Escalation Request 487931

Hello,

I'm posting here as a last resort because of a critical issue with my paid high-priority support ticket (#487931) involving a production server running CWP.

I requested assistance for restoring MySQL and importing databases from backup. Instead of resolving the issue, the assigned technician (Igor S.) introduced further problems—particularly with Roundcube and Postfix—and then, when I pointed these out, responded with insults, called me a liar, and explicitly stated he was reverting all fixes and closing the ticket out of anger.

The service is now in a worse state than before support began, and my business is being directly impacted.

I've already contacted support via email (info@centos-webpanel.com) with a formal complaint and request for refund. However, since this is urgent and support has not responded yet, I'm posting this here to:

Escalate the matter to someone capable of resolving it

Share my experience with other users

Ask if others have experienced similar issues with paid support

I have full logs and screenshots to support everything stated here. I am requesting:

A proper technician to resolve the issue immediately

A refund for the sabotaged ticket

A formal apology for the unprofessional conduct

If no response is received shortly, I will proceed with payment dispute, legal review, and public exposure across relevant admin forums.

Thank you,
Douglas

I would offer to step in and help you, but it's hard to get in the middle of another tech's work. Also, I wouldn't claim to be as proficient as Igor, either. I hope you get your ticket resolved satisfactorily, soon.

If you have backups, can you not just load them in via mysql CLI or phpMyAdmin?

Code: [Select]

mysql -u root -p -e "create database database_name"
mysql -u root -p database_name < database_name.sql

Hello Overseer,

Appreciate the comment. I have the backups of the MySQL databases but there is more underlying the issue.

Code: [Select]

Warning: mysqli_connect(): (HY000/1045): Access denied for user 'root'@'localhost' (using password: YES) in /usr/local/cwpsrv/htdocs/resources/admin/include/functions.php on line 0
This is what I see when trying to access the control panel. And webmail is throwing a database error - connection failed. A little out of my league on this one. I'm waiting for a response from CWP on this one. If nothing, then I will take the next steps.

Regards,
Doug

What OS are you running?
If EL9, see here:
https://forum.centos-webpanel.com/other/i-have-problem-with-users-panel-login-page-it-show-to-me-failed-cwp-alma-linux9/

Can you log into mysql with root.   If so, please do the following.

cat /root/.my.cnf    Copy everything after password=

nano /usr/local/cwpsrv/htdocs/resources/admin/include/db_conn.php

Change that password to the one you copied from .my.cnf

This should get your user panels up and running.

The other option, is to change the root password for the user to the one in db_conn.php, as this will be what all of the other applications use.

Hi rcschaff,

Thanks for the tip.

Can you log into mysql with root.   If so, please do the following.

cat /root/.my.cnf    Copy everything after password=

nano /usr/local/cwpsrv/htdocs/resources/admin/include/db_conn.php

Change that password to the one you copied from .my.cnf

This should get your user panels up and running.

Unfortunately, the passwords match between the two files.

As an update to all, the server is running Alma Linux 8.1.

CWP has not responded to the complaint ticket or email sent to them. It's like they are ignoring all. I'm investigating migrating to a different panel.

Regards,
Doug

If you log in via shell, can you simply type "mysql" and get access.  Or do you get the same error.

try /scripts/mysql_pwd_reset

Set the root password to the one that in db_conn.php

Hi rcschaff,

Sorry for not responding, life gets in the way.

I had one of my go to guys fix it. Took him all of 10 minutes and everything was up and running. It was strange that all I had to do was tell him what was going on and he fixed everything that was broken. He even pointed out something that I had not seen. When I told him what happened with CWP, he was surprised it took them that long to fix everything, and was taken aback that they reversed it all out. He made me promise to never use their support people again.

Regards,
Doug

I have also suffered with their support. Simple things take more than 1 day to respond and when they do respond... :'( :'(

Well you do have @overseer, @rcschaff, @cyberspace, and myself that usually can help. (Sorry if I forgot anyone)

If one of us doesn't know, then you might have a large problem.

Always here to help...

But, I do not like these kinds of threads. Kind of like digging a hole in the ground and yelling into it -- about the same benefit. I concede that CWP support could use some increased customer service and politeness, but there are certain personalities in play and also an eastern European culture that differs from my own. But I can work with them. And thus far my couple of support tickets have been handled professionally and promptly -- despite the time zone differences. But as I've said before, I lean hard into the DIY mode and challenge myself with self-reliance for managing servers. And this forum is also a very valuable resource to glean from, with many helpful and knowledgeable folks around.