Webpage not showing online, but I can see it via FTP (Help from staff please)

[#1]

Hi,
I uploaded a website many years ago, and it was visible on it's normal URL. 
Some years later (about 2005) I was doing an HTML course and ended up needing to put up a forum, so my space was switched over CCGI, and all was well for a long time. I seem to recall finishing my learning and subsequently removing all the forum etc and possibly disabling everything for it, including I believe SQL server.

Fast forward to a year or two ago, I tried to view the website and got the default Plusnet placeholder, which says the user hasn't uploaded anything yet.

In 2020 we changed our provider to BT, as they were the only provider who could offer FTTP at the time and we were experiencing extremely slow upload and download over FTTC, and in desperate need of better speeds.
We were told we could keep all the legacy stuff like email and web hosting at the time of changing over. I do recall the email and webspace getting disabled in error at the time,

Plusnet question #208967874
Which also states that the webspace control panel was visible to me at the time after some to-ing & fro-ing.

I have since been in touch with support (Michael Staniforth) on the phone in December 2024
Plusnet Question #245215289

The outcome of it was that my data is not present on the server. Yet, I can see the website by connecting using an FTP client. I was sent links to information how to upload to the server etc. 
However, I cannot access the CCGI platform because I don't have the password to be able to check. I've tried my default Plusnet member login but that doesn't work.
I still have all the data and FTP client ready and waiting but there is no control panel for me to be able to make any changes to the webspace/hosting settings.

I tried clicking on a password reset
URL:https://hosting.plus.net/portal/#CH-auth/login 

I should have received an email to reset my password, in the hope it might help my situation but it didn't emerge. That was a good hour or so ago. Not to be confused with the one I had to use to reset my community login, which did get. 

I wonder if anyone else, staff or customer, has experienced anything similar, or if a friendly person in support is able to have a good look into all this for me, even if they could reset the webspace and passwords so I can upload again, before the move to Greenby please.
I know I'm no longer a "paying" Plusnet customer, but I am intending to use the Greenby platform to host the webspace, but at this point I have no assurances whether I will receive the webspace as I don't currently have data to port over. 
PN username markhamlee
Sorry for such a long winded post but I'm never able to get through on the phone.

Thank you in anticipation of some help!
Best regards,

rockhopper

[#2]

Hello there @rockhopper I'm so sorry to hear of the issue you are facing. 

I have looked into this and I have opened a ticket on the account with information received from our NetOps team, please follow this link:

https://www.plus.net/wizard/?p=view_question&id=249310113

Please feel free to reply here letting us know if it's resolved the issue or if we need to further troubleshooting.

 

[#3]

Hi @Tina11192 

Thank you very much for your help with this issue. 
It's partly resolved, but I have a couple of further questions.

Using the FTP password supplied, I've found that my webspace is on the CCGI platform not standard webspace, which explains why I can't see the data I've uploaded. The CCGI space contains the default files and and folders to use CCGI, including the placeholder I'm seeing.

I did try to respond to the ticket you opened with the information for me, to ask for a bit more help, but when I went back just now, the ticket has been closed by the robot with the following message:

---

Plusnet Robot-010 - OSS - Automation use only

8:31am, Tuesday 29 Jul 2025

Thankyou for your query

We are closing this ticket as we are no longer able to support queries raised online. Please call us on 0330 123 9123 and we will be able to support you further.

Kind regards,

Plusnet Support

So here goes with those questions: 

1. As it's been some time since I used the webspace last, I'm not sure what the supplied password for the Portal is used for.

Is it possible to please send me a link to click through so I end up in the right place. As I'm no longer a "paying" customer, my control panel is no longer visible through the member centre and I'm relying on finding links in this community forum and bookmarking them, which is not exactly simple.

2. What I also wanted to know, is there any difference in allowance etc. if I were to have my webspace reverted back from CCGI to standard, as I don't need it at the moment. Do I still get the same amount of space, and is there anything else I would lose if I revert to standard?

Thanks again for your help. Looking forward to hearing from you. 

Best regards,
Gladys Markham-Lee

[#4]

@rockhopper 

Hi!

Hope all is well, Updated a new question on your account you can see here: https://www.plus.net/wizard/?p=view_question&id=249354008

Answered your questions on there, also asked you a new one if you could be so kind as to reply.

Please do not hesitate to reach out to me or Cri regarding this if you need anything further!

Thanks,

Lex

[#5]

Hi @LexLex2020 

Thank you for your response. I have replied to you in the ticket you opened for me, I also noticed something later and added that to my responses. It seems the robot 🤖 didn't like that much and kindly closed the ticket for me 🤔

Plusnet Robot-010 - OSS - Automation use only

7:53am, Thursday 31 Jul 2025

Thankyou for your query

We are closing this ticket as we are no longer able to support queries raised online. Please call us on 0330 123 9123 and we will be able to support you further.

Kind regards,

Plusnet Support

Hoping you are able to see my responses and can help me further with this issue. We do seem to be making some progress but that robot 🤖 keeps interfering LOL

Thanks again for your help.

Best regards,

Gladys Markham-Lee

[#6]

@rockhopper,

Hi! Yeah, it doesn't seem to like either of us.

Ill open a new one in my own team pool, that way it wont close without my direct involvement, shoulda done that to begin with haha.

Here is the new ticket link, updated too:  https://www.plus.net/wizard/?p=view_question&id=249413749

Thanks,

Lex

[#7]

Hi @LexLex2020 

Thank you for your help with this. Having taken some time to look through the information you provided, it's looking like I need to set up the Hostopia webspace as I have a hosted domain, and I need to configure the DNS records to point the domain there for the CCGI platform.

I have very little experience in that, having never needing to do it before. I've seen the information, but I'm still pretty much lost! If anyone in this forum is able to give me a bit of guidance with this I'd be very grateful.

I expect it's very simple once you've set it up once, but I don't really want to be spending days on end experimenting to see if I can work it out for myself.

Hopefully, there's someone on here feeling sorry for me and can help me with this. I just need to know what I need to put in the CNAME and A fields. I have no idea of IP address to use as I'm no longer a Plusnet customer. I moved to BT when they rolled out FTTP, due to abysmal FTTC speeds (not PN's fault but they weren't offering FTTP at the time).

Thanks again for all your help!