I am afraid I have to ask for a refund.
I will explain why I ended up with this decision below.
-Around middle of September all of my sites were down and so everyone else for about a week from an attack.
-EW hired a support team to deal with the transfers to the dutch server and luckily, he had backups. So I submitted a ticket on 20th of September.
-On 21st transfer was done but my sites were not showing up. Was told to wait a bit since it could be propagation.
-On 23rd my websites still didn't work and the support team said .htaccess files were missing because they were hiddle files so they may have not been backed up and they said they will see if they can find one because it is only a standard .htaccess file.
-On 24th they replied with "Yes, we're fixing the issue"
-On 25th "OK. Please wait." Then suddenly, they say .htaccess is not in your backup again. Asked for help again, and "OK. We'll check on what we can do."
-On 27th "We're working on this. We'll just give you an update." After 12hours, "We will check on this."
-On 28th "I suggest that you just create a new .htaccess file"
That just drove me mad. They were basically not fixing it and kept saying those words.
Then I pmed EW about this and he was willing to help on his own. But I had no updates for two to thress days after I gave him the details so I pmed him again, (was hard to contact him due to his load of works I guess) and he said, my issue have been submitted to the new admins. Then no updates and no replies and no changes made and by then it was over two weeks and I was really frustrated.
I moved all of my websites to another hosting company yesterday to see how it goes and they still didn't work with the same reason. I didn't want to wait any longer so I went to odesk and employeed an expert to fix this.
He was very shocked and didn't understand that the hosting company took 2 weeks to understand the problem and still unable to fix the issue.
This is what he said
Your hosting company had left many important things when moving the websites:-
1. .htaccess files were left out of backups
2. mysql databases were created but corresponding mysql users for websites were not created.
He finished job under an hour from start to end. Now all of my sites are working perfectly.
I should not have relied on your support from the beginning I guess.
I don't know if this is clear but I don't want to keep an account with this service and request for a refund. All my sites lost rankings impressively! all hard works gone.