Didja miss me? I missed you!
Or, in this case, Bluehost.
Here, for your reading pleasure, is one of the Live Chats I had with a Bluehost “tech,” whose name I have replaced with the word Bluehost in order to protect the poor bastard.
Please bear in mind that this was the fourth or fifth time I had attempted to get help from them AFTER their database files wouldn’t import correctly to my new host.
Ready? Let us begin.
Bluehost Support Chat Transcript
3/2/2016 3:42 PM
[Initial Question] Provider: Bluehost – My Domain is: “marianallen.com” I need a full cPanel backup. I’m trying to move my site to MDDHosting and they need a full cPanel backup. I’ve tried downloading my databases and FTPing my public_html files and my mail files, but it isn’t working. I need for you to give them a full cPanel backup.
(12:53) [Bluehost] Hello, My name is Bluehost. Thank you for contacting support.
(12:53) [Bluehost] Could I get the last 4 characters of the cPanel password to verify ownership of the account?
(12:53) [Marian Allen] [redacted]
(12:54) [Bluehost] Thank you for validating.
(12:56) [Bluehost] To restore your backups, please replicate the steps given in the following link,
(12:56) [Bluehost] I mean to download*
(12:56) [Marian Allen] It doesn’t work.
(12:57) [Marian Allen] I get this message:
(12:57) [Marian Allen] There was an error:
need a backup type at /var/hp/my/cgi/bm line 274.
(12:57) [Bluehost] Then you would need to connect to FTP and try downloading the backup.
(12:57) [Marian Allen] I did that, and it didn’t work.;
(12:58) [Marian Allen] I downloaded my databases to a sql, and it won’t upload.
(12:58) [Marian Allen] I need for Bluehost to give MDDHosting a full cPanel backup.
(13:0) [Bluehost] Yo can download the database via phpmyadmin.
(13:0) [Marian Allen] Yes, I can, but it WON’T UPLOAD PROPERLY TO MDDHOSTING. Sorry for shouting, but I’ve been wrestling with this for days. Why can MddHosting not transfer my cPanel?
(13:1) [Bluehost] Yo can download the database via phpmyadmin.
(13:1) [Marian Allen] But it won’t upload to the new host.
(13:1) [Marian Allen] Why can MDDHosting not transfer my site?
(13:1) [Bluehost] I understand your concern. But unfortunately we cannot do the backup of your site you would need to do it from your end.
(13:2) [Marian Allen] You’re Bluehost, right? my hosting site? Of course you do backups.
(13:3) [Bluehost] Yes, we do backups. But you need to download the backup via FTP.
(13:3) [Marian Allen] Where is it, then?
(13:3) [Bluehost] You can download it connecting to FTP.
(13:4) [Marian Allen] Please let me speak to your supervisor.
(13:5) [Bluehost] I really apologize supervisor does not come in chat. You can contact via phone support if you wish to talk to him.
(13:6) [Marian Allen] Is there anyone there who knows how to transfer a site to another host? Because I know it’s a common task.
(13:8) [Bluehost] Yes, you just need to download the website files connecting to FTP client and upload it is new server.
(13:9) [Bluehost] To login to FTP, try these settings:
Server/Host – 18.104.22.168
Username – marianal
Password – Your cPanel password you use to login to the cPanel.
Port – 21
(13:9) [Marian Allen] Are you saying I need to download the contents of my public_html file?
(13:10) [Marian Allen] Or is there a specific file somewhere I need to download? If so, WHERE IS IT?
(13:11) [Bluehost] Yes, you need to download the contents of public_html.
(13:11) [Marian Allen] And what am I supposed to do with the database files that will not upload to my new host?
(13:11) [Bluehost] Please download all the files of public_html so that you can upload it in your new server.
(13:12) [Marian Allen] What does that have to do with my database files? Are they in there?
(13:12) [Bluehost] You would need to download the database via PHPMyAdmin.
(13:12) [Marian Allen] IT. DOESN’T. WORK.
(13:12) [Marian Allen] Are you playing with me?
(13:13) [Bluehost] One moment.
(13:13) [Bluehost] Checking with specialist.
(13:17) [Bluehost] How large is the database?
(13:17) [Marian Allen] I don’t know.
(13:18) [Marian Allen] I want MDDHOsting to be able to transfer my site to their server with a full cPanel backup from you to them.
(13:18) [Marian Allen] This should not be a problem.
(13:20) [Bluehost] But we do not do backup. You would need to do it from your connecting to FTP client and download all website files.
(13:21) [Marian Allen] My files are there. My databases are there. My account is there. Why can you not transfer it all to them? Do people never migrate their websites from one host to another? Please help me understand.
(13:22) [Marian Allen] I can’t do it myself. The database file causes issues when importing elsewhere.
(13:22) [Marian Allen] They need the full cPanel backup. If you don’t do one, how am I supposed to download it?
(13:23) [Bluehost] Yes, I understand what you are saying. When migrating from one server to other server it will be your responsibility to download website files and move it to other server we do not provide support on this.
(13:23) [Bluehost] You can download it connecting to FTP client.
(13:23) [Marian Allen] You’re telling me.
(13:24) [Marian Allen] But I can’t download a full cPanel backup. I get an error message. And I can’t export my databases because they export in a way that causes issues when importing.
(13:25) [Bluehost] Are you getting error in FTP?
(13:25) [Marian Allen] You’re just playing with me, now. It’s kind of funny, but I don’t really have time for it.
(13:29) [Bluehost] You said you are getting the error:
There was an error:
need a backup type at /var/hp/my/cgi/bm line 274.
(13:29) [Bluehost] Can you tell me where you got this error?
(13:29) [Marian Allen] When I go to the page you sent me to for the full Cpanel Backup and I click on Download.
(13:31) [Marian Allen] There is a space for a dropdown Backup selection on the download options dialog box, but it’s blank.
(13:32) [Marian Allen] Next to Type, I selected zip. I get the same error message when I select tar.
(13:32) [Bluehost] I requested specialist to create a backup for you.
(13:32) [Marian Allen] Thank you. When will that be likely to happen, how will I know when it happens, and how do I get it?
(13:33) [Bluehost] Usually, we dont do it. But I understand your concern and requested him to so it and he agreed to it.
(13:33) [Bluehost] After the full backup of your account has been completed, you will receive an email at the address that you specified (email@example.com).
(13:34) [Bluehost] Is there anything else I can help with for now?
(13:34) [Marian Allen] All right. Will the email tell me how to get the backup, or will it be attached?
(13:34) [Marian Allen] Do you have any idea how long this will take? I have clients whose web sites are down.
(13:36) [Bluehost] It depends on the size of the account. We cannot say timings. The backup will be in file manager, you just need to download it.
(13:36) [Marian Allen] What will it be called? Backup.zip?
(13:36) [Bluehost] home5/marianal .
(13:37) [Marian Allen] If I need further help, I’ll ask.
(13:37) [Bluehost] Okay sure.
(13:37) [Bluehost] Is there anything else I can help with for now?
(13:37) [Marian Allen] Thank you, and thank the specialist.
(13:37) [Bluehost] Sure.
(13:37) [Bluehost] If you don’t mind since I was so helpful could you please give me a favorable rating? Please note that a 10 is the best! It affects me on a day to day basis, it would mean ALOT to me! There is a survey after this chat closes, if you have a minute please do rate my performance. Thank you for contacting support and Happy Hosting!
p.s. It didn’t work. And I didn’t give him a favorable rating. I paid cash money to UpdraftPlus plugin. That mostly worked. I had to diddle and doddle with the plugins my own self to get them to move over and play nice.
A WRITING PROMPT FOR YOU: A character is driven half mad by something everybody says should be easy BUT IS NOT.