Solved 3cx hosted falls off the map?

[rwcampbell]

On 3/17 of this year I set up a 3cx hosted account. I was under the impression that I could do a trial free for 1 year. So I set it up and configured a SIP trunk provider (flowroute) and didn't feel any pressure to finish the configuration too fast. We're only 2 users and have other solutions for now. I got a few notifications since that the system was backed up, but then today I go to log in and nothing works.Is there an outage today? My account at my3cx.us/#/login just doesn't load at all. https://customer.3cx.com/prm/enduser/Welcome.aspx seems to take my password but then just says "Something is technically wrong". I got no emails saying anything about cancelling the service. I just stopped getting the weekly backup notification.

I even purchased a support contract (which I was told I couldn't use to help me configure the account unfortunately). I would use it for this potentially, but I can't even log in to do so...

What gives?

~Robert

 

[AndreasY_3CX]

Hi @rwcampbell,

As I can see, your machine has been deleted from our cloud platform because of inactivity. We have sent an email with the title 3CX | We’re waiting for you to start on 2021-04-23 to take the appropriate actions but, it seems that it's been ignored.

Now the problem that you cannot login to your customer portal is because you have not specified either 'First Name' or 'Last Name' to your account.

Can you try to login now and let me know?

 

[rwcampbell]

Ok, I see that email now but it by no means makes it clear that action is necessary to ensure the instance doesn't get deleted. It says simply that 'we're waiting on you to start. So how do I get the instance back up so it can be configured? I've even given you all 75 dollars for support, so far unused, and it seems pretty poor form to delete my instance without warning that you would do so.

Robert

 

[cobaltit]

Reach out to support via one of those channels. You don't want to post the information they'll need to restore your instance here so email is probably the best bet.

 

[rwcampbell]

One of the the specified channels there is this forum... I'm going to table this until Monday though. Don't want to get into it at this hour.

I recommend you make your communications more clear. Also, the email you mentioned had brackeded variable names where it looked like it was supposed put specific information in and it didn't.

 

[NikosT_3CX]

@rwcampbell on the email we sent you at 2021-04-23, around 2 months ago it is clearly stated that the machine must be used and if not, it will be parked.
Check here, these are contents of the email you received :


==================================================

What 'Active Use' Means

Free 3CX Hosting is monitored daily and must be actively used with the following minimum requirement:

• 5 calls OR chat messages per week

If your hosted 3CX instance is not actively used, it will be parked.

=====================================================


Now since your machine has been removed from our platform, you may login to https://customer.3cx.com and setup your machine again with the same subscription key for the remaining time until 1 year comes.
You still have your key and you are still entitled to have free hosting with 3cx until 17/03/2022.

As you can understand we provided you with a Free key, Free Hosting with us but we want the PBX to be used.
If its not used, then there is no point to have it active.
Support for hosting with 3CX is free for users that take advantage of it and you may just drop an email, or chat or Forum. Its clearly explained and public available :


https://www.3cx.com/ordering/pricing/hosted-info/

Support​

For questions relating to the deployment and management of your 3CX instance, 3CX has setup a dedicated separate team, available 24/5 (European Standard Time) and on-call during weekends for emergencies:

• Forum – General questions about “Hosted by 3CX”.
• Live Chat – For questions specific to your instance, requiring license key or other data.