we own few reseller accounts in US but we are located in Australia where we offer services [we are a registered business] ...

I know that in business all king of problems arise and all kind of solutions are available to fix them are there just to know them

our problem this time is with a US reseller account witch was acquired about 8 12 months ago at a convenient price .

it was a cpanel/whm reseller account in the last 2 months made us problems .. the server is refusing connections and stop responding for about 10 - 30 minutes after start using it... anyway the service is not as it was before and we decided to change the clients to another server because of the complains..!

then we found out that the server admins do not allow us to create Full backups to be able to move the accounts from the server and migration from server is blocked as well witch makes the transfer of the accounts impossible...

we opened tickets requesting backups or to enable the backup and/or the migration service but after 3 days they still saying they try to do it for us and when is finished they will let us know. They stop responding to tickets and total ignorance has been taken place from their behalf

Now the question!

what can we do to push them to speed up or to take this problem in serious and get the job done in time...
Is there any legal way of doing it..
we been paying for full services and we did not get them when we needed them.. this is kind of illegal i think...

any suggestions are welcomed.. thank you


PS:

at this point we do not wanna give names but if this problem will not be fixed we will provide names for all users to know them and to stay away from useless hosting providers like them

there's no backups option on your cpanel?

pardon for asking, but if that is the case - what host are you using?

do they offer phone support? if they do not, i would request a telephone call from a tech. your data is important.

worst case scenario, you can d/l the files straight from the ftp.. sql stuff would be a different story though if you do not have the ability to make SQL or any other sort of backup.

weird, though. i don't think i've ever run across a host that doesn't allow you to do any sort of backup at all.

sorry to hear that bad things. I am afraid that if they do not reply your requests, they almost do not do anything for you. You will need to do yourself, likes FTP web pages down to your computer, then up to new server, export / import databases... It will take long time, but if the admin doesnt want to help, it's the only way

I know what i have to do to get some data backed up the thing is .. the we are paying money for something witch does not work...

is like you sell a lie to your customers and after you expect that they should fix their problems by them self

the backup from cpanel is not working at all... you can get backup from www folder and sql.. but it is not enough for moving clients from one server to another you need Full backup emails settings etc...

this is business and good or bad review from customers witch at this point are bad and we can;t say anything because this service provider did lock us down.. it is not about individual to individual witch is easier ... and probably there is a way of making them pay for what we loose at this moment

or maybe i am just wrong

You can do a completely manual move, recreate email accounts etc. It's not easy, it will take a lot of work, communication with your customers and cooperation from their part may be required, but it can be done.

and probably there is a way of making them pay for what we loose at this momentOnly a lawyer can really give you the response to that. But: 1. there is no law stipulating that the cPanel backup function must be enabled; 2. justice can be prohibitively expensive and slow.

My memory isn't what it once was, but I vaguely remember resellerbackup.com had some app that was supposed to backup your accounts and mysql. I dont know how/if it works but it could be worth a quick look.

I was wondering whether you can share your host's name. I guess it will be better to keep the heads up.
I have not heard anyone who is not offering the backup option.

Thats really too bad.

An easy way to transfer files to you other server would be to use net2ftp. I use the program a lot as it is a online ftp that allows transfer between 2 ftp accounts. You can find the script at www.net2ftp.com (http://www.net2ftp.com).

You can zip dir and then just copy them to your new server and then unzip them again. This will save you time if this is the only way out.

Wish you all the best

then we found out that the server admins do not allow us to create Full backups to be able to move the accounts from the server and migration from server is blocked as well witch makes the transfer of the accounts impossible...

Backup feature is not related to account migration.
I guess it would be something wrong with the server.
If there's no automatic tool for you to migrate websites, do a manual download/upload files and backup/restore database.

Just wondering whether you got this sorted out.
Were you able to take backups?

70 % of the backups are on my computer and i still have to get another 30 % but with some luck i will get them


what i did is..: i have been trying to benerate full backups every 1h thinking that maybe they have some schedule for backups when are enabled... and i got succesfull becasue after 3 4 AM server time i can get about 30 minutes backups soo i can generate as much as the server can do in that time frame

this can be a problem with temporare folders or with schedule from the admins

anyway looks like the server gets about 10 13 load for the processor for just 2 backups at the same time .

tonight I will try to get the rest of the accounts backed up and if succesfull i will get online on the new server after 24 h with help from someone witch was very helpful but at this point i do not wanna give names but when i finish i will provide names for my old and new provider with full details of actions witch they did or did not doit for us as clients

I personaly thank all of you for the help provided and ideas.

what i did is..: i have been trying to benerate full backups every 1h thinking that maybe they have some schedule for backups when are enabled... and i got succesfull becasue after 3 4 AM server time i can get about 30 minutes backups soo i can generate as much as the server can do in that time frame



I should say that you are too intelligent. :)
Great work. I wish you good luck and a pleasant stay at your new host.

I should say that you are too intelligent. :)
Great work. I wish you good luck and a pleasant stay at your new host.



I must say that is a diference betwin too inteligent and too desperate and the difence is that when you get desperate your adrenaline level gets high.

and without any help and just fake promises from support staff for over 4 days i thing anyone would do the same trying all things to get the job done.

but I will admit that we had some experience and some help from the new host witch helped us with theyr experience in moving accounts