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There is no problem with the hardware or service, it's the decision of the customer causing problems. They gave OP to stay if they stop the abuse.
Nah, man, @defcon is right. You can't pull that on a 1yr term.
I've known Dan and his team for decades, and he's a good guy at heart. Your issue is misdirected. Gorillaservers or WebNX are not the issue, the way you run your business is.
No provider wants to deal with constant abuse reports. It can dirty IPs, dirty ranges, and for what? You seem to want to absolve yourself of responsibility by saying you respond promptly, but you admittedly received 4 reports in a 3-4 week timeframe. Those reports take time for your upstream (GS/WebNX) to also respond to. That process takes cycles out of their day to feed you the report, to respond to it from the external third party.
Simply saying you do shared hosting is nonsense. You're responsible for your clients and who you put on the server(s). Frankly, they were very nice to refund you and you should be thankful. They run a busy operation but I'm sure they will respond to you, even if it's a little later than you'd like.
-Steven
@xletx
Why didn't you terminate your client and reformat your server instead of walking away from @GorillaServers -- that choice says it all. It means you think the your abusive clients are kosher, while @GorillaServers isn't for pulling you up for your choice of clients?
I'm sure if you just do that, you can keep using the server for the remaining term at least, but then maybe you are a front and without the abusive client, you cannot justify the server.
@GorillaServers -- good call
I remember using Gorillaservers and then they had a fire, got my server backed up and out of there asap!
And if you are being clever about it chances are you would often times succeed. Why? The profit margin on a lot of hosting products is simply to small to absorb the extra cost/risk. If you have like 100 customers but the amount of abuse a handful of them generate is so high that you'll need to hire another person to handle the tickets at lets say $1500/m that's basically a $15 price increase for everyone unless you have enough of a margin to just swallow it.
If you are leasing IPs your risk is even higher. Is $30 (if even...) profit on some guy worth potentially having the IP owner claw it's ranges back? Sure you could hold a reserve of IPs to fall back onto when that happens but the cost is yet again way above the $30 profit you might make. Not to mention the clients you'll lose over the downtime and following renumbering. Losing clients will also likely start way before the IPs get taken away since the low reputation will already be enough to piss other clients off.
Doing one's work is all fine and dandy but said work needs to be paid somehow and the average hosting client doesn't do that. It's not pretty but also simple economic logic.
Don't get me wrong I'm not saying it doesn't make sense and is understandable.
It was just the bare minimum, of reading/forwarding emails, which in most places is a requirement by law to have an abuse contact, is a rather flimsy argument of "oh no, have pity on me". That's expected from the beginning. Hire someone is you cant manage to read emails, I bet most even use clankers these days 😂
Now if you kick them because of your policy or other stuff, that's a whole different thing.