I need my files and I can't get them back

[serenet]

Hi all!

First of all, sorry for my English I'm from Spain.

I've received an e-mail from support@bluehost.com telling me that my account has been de-activated. I still don't know why, because my sites are totally harmless, just a couple of travel guides, a tarot blog and a non-sexual dating site.

I can't call the phone number because it's SO expensive from here, therefore I've tried to contact them via e-mail and the helpdesk without any response.

The matter is that if I have broken any rule I need to be informed about what is the REAL reason, not just: "terms of use service violation" in order to change whatever is necessary or at least having access to my files. I have spent many hours creating content and I need to make a backup of everything.

My question is: How can I get my files back?

Thanks

[Bob Barr]

I'd suggest using the "Live Chat" button that you'll find on the Bluehost main page. The Live Chat support folks can do anything that their phone support people can.

Since I don't know what Spanish language capabilities they have, you may want to have an English-speaking friend available to assist you in case of language difficulties. (Your written English seems good though so I wouldn't expect that you would have any problems.)

[serenet]

I've used Live Chat and they've told me that someone has hacked my site and is sending spam. Their advice was that I had to change all my passwords and update Wordpress.

Now I have to send an e-mail to: abuse@bluehost.com asking for reestablishing my account. I hope I can get this resolved as soon as possible.

Thanks for your help.

[Bob Barr]

I'd suggest using Live Chat to ask for the re-activation. I would expect they would be able to do it almost instantly without your having to wait for someone to read your email.

[Early Out]

I think they insist that the "abuse" folks take a look at your account before it gets reactivated, and you can't get to them via Live Chat. Bummer, but that's the way it is.

The only problem with a popular script like WordPress is that, when someone finds a security hole in it, the spammers and hackers start exploiting it within minutes. To beat them to the punch, you'd have to check for updates every hour.

[Bob Barr]

I think they insist that the "abuse" folks take a look at your account before it gets reactivated, and you can't get to them via Live Chat. Bummer, but that's the way it is.

Thanks, I didn't realize that was the case.

The only problem with a popular script like WordPress is that, when someone finds a security hole in it, the spammers and hackers start exploiting it within minutes. To beat them to the punch, you'd have to check for updates every hour.

Ouch -- That would be pretty tough to do.

[serenet]

Problem solved!

I get everything resolved through Live Chat! I told them that I wasn't getting any response from abuse@bluehost.com and I couldn't call them because it was so expensive from here.



Next time, I'll have all my sites updated and I'll change my passwords frequently.