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Incapsula Issue

Discussion in 'Server Configuration and Hosting' started by silence, Jan 6, 2014.

  1. silence

    silence Well-Known Member

    So I got an email for a failed payment for Incapsula today, that says the following:
    ffc331a867f5c14f5102eb1df0d5b656.png
    $450.60?!??!!

    I immediately contacted support a few hours ago and they told me this:
    3b6fb6d7146a29872a2ab3a176f49adc.png
    Now fine, my bandwidth went way over the limit and I owe them money (even though it's a ridiculous amount), however, when you go to the plan page:
    IT DOESN'T EVEN TELL YOU THERE IS A BANDWIDTH CAP!!!!!!!!!!!!!!
    The word 'bandwidth' doesn't even appear anywhere on that page!

    My question is, what do I do?

    I responded back to the support message saying that I was completely unaware and am confused as to the lack of information. Am I missing something here where it lists where the bandwidth cap is?
    Can someone help me please, I would appreciate it extremely!

    I would suggest sticking with CloudFlare since I believe they don't have a bandwidth cap, since this is just insane.
    Last time I checked I was getting 10,000 views per day. Now it's at 200,000 (no idea when that happened) and I'm extremely lost...
     
    Last edited: Jan 6, 2014
  2. WSWD

    WSWD Well-Known Member

    Ummmmmm......I'm not going to give you any legal advice, but I'd tell them to screw themselves, to be honest. I spent the last 25 minutes going through their website, plans, comparisons, even the Terms of Use, and I don't see anything about bandwidth limits. If you didn't agree somewhere to pay the bandwidth overage charges, there is NO WAY they can legally hold you to those charges, and no way they can force you to pay. Those are ridiculous charges anyway. $450 for 1.5TB of data? They're out of their friggin' minds.
     
  3. p4guru

    p4guru Well-Known Member

    When did you sign up for Incapsula, you might have been on their grand fathered bandwidth limited plans http://web.archive.org/web/20130402...psula.com/pricing-and-plans/compare-all-plans which shows as 500GB/month

    I use Incapsula Business plan for 4 domains and I am also on grand fathered plans as i still get charged the $19/month for each additional site added to Business plan instead of the current $59/month per additional site

    edit: oh and here's a tip, if you want to move off their grand fathered plans, all you need to do is change your plan up or down for 1 month and then change back to your original plan.
     
  4. silence

    silence Well-Known Member

    Well I still have not gotten a response from support so I will update the thread when they respond.
     
  5. silence

    silence Well-Known Member

    Alright it was resolved and I was credited so I wouldn't have to pay that ridiculous amount. However they want me to switch to their enterprise package which I cannot afford so it looks like I'm done with Incapsula for now.
     
  6. p4guru

    p4guru Well-Known Member

    Yes Incapsula plans below Enterprise have a preset limit of 6Mbps transfers ~1.8TB per month, beyond that Incapsula Enterprise is needed. Limit is very low, but I only use it for my smaller sites.
     
  7. silence

    silence Well-Known Member

    I have a small site haha I have zero idea what happened D:
     
  8. p4guru

    p4guru Well-Known Member

    probably need to check your logs as well to make sure it isn't anything at your end as well
     
  9. silence

    silence Well-Known Member

    Yeah I'm planning on investigating further haha
     
  10. p4guru

    p4guru Well-Known Member

    interested in seeing what you uncover :)
     

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