How Bluehost.com web hosting company destroys their hard earned reputation!

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Mar 6, 2009 by Mircea Goia MyTestBox News, Web Hosting

Yes, our website MyTestbox.com was down for several days starting with the last weekend and lasting until day before yesterday.

As you have already seen, we went through a major overhaul of our site design. We got many reviews of our last design that it was nice and elegant but too dark for long reading.
Well, we listened to the reviews and changed for the better.

Bluehost logo However, this change wasn’t without pain… And this “thanks” is to our webhosting company, Bluehost.com. I have chosen Bluehost (it was my responsibility – I didn’t know I was going to regret that) after researching offers and reviews for several hosting providers. Our site is not that big in terms of storage and traffic demands (at least, for now) so I wanted to get a good offer with a fair price (we were looking, basically, for a shared account for now). From among hundreds of companies in this field I have selected a few (of course, I have researched all of them). Goddady, Dreamhost, Lunarpages, Hostway, Hostgator were among the frontrunners but in the end I settled down for Bluehost.com.
Good offering, good price and, as I read and then experienced, good customer service.

One big drawback though: from among many reviews almost nobody mentioned about their backup policy. Thinking it’s pretty solid I went with them and signed for one year (on their features page they say “Courtesy Site Backups” but they don’t tell how often they are doing this “courtesy”).

For several months all went fine. Site was up, handled traffic quite well. Then all the hell broke loose: the site could not connect to the database (we use MySQL database for the backend, the front end being the well-known web software Wordpress).
I found out the Bluehost’s database server was down. I called them and they, curteously, explained that they had a problem with their database system and they have to reset it, which means restoring from a backup.

1-2 weeks old backups??

But guess what? Their backup happened to be one week old! And thus I lost several posts. Ok, I wrote them back (one thing I dislike the most is repeating the efforts of what has already been done). I just finshed those articles (took me 2-3 days because I have other things to do too) and guess what? Bluehost’s database went cuckoo again. So I lost AGAIN what I have just wrote! No wonder, they had, yet AGAIN, a backup one week old. Yes, I know, I should have my backup too. I understand that. But not always you can have the latest nor have time to have the latest. So I learned my lesson and I installed a backup plugin for the Wordpress database which does a daily backup and it’s kept on the server and I download it from time to time on my computer.

Now, other months went by…and we decided to change the site’s design. Last week we did that and then we started to put back stuff we had before also upgrading Wordpress (and configuring). Again, we just finished and this time the Bluehost’s web server went to meet its Creator. In other words, it died. And because we did work directly on the server (yeah, silly again) no backups were made.

When it was time to recover the files Bluehost said “We are sorry, the backup we have is two weeks old…“. Their apologies didn’t help me much. We had to re-do ALL what we have done previously. Which meant another week lost.

Now, I asked them and I ask you too: is it normal that a web hosting company over 10 years old to have this one or two weeks backup policy??
I mean there are many other companies which have daily backups (but not better offers) and even we had to pay we would had paid to recover our files. They didn’t even have that (a paid backup policy).

“We do a courtesy backup for our clients…” they said. Courtesy backup?? Paying customers are relying on the hosting company to take care of their site, aren’t they? Especially when the things are going awry. They would be happy to pay 2-3 dollars more just to have peace of mind. In today’s world sites are not static anymore like they were 10 years ago. The content is changing quite often and that needs to be backed up often. I guess they are still stuck in yesterday’s era with their backup policy. I understand backing up so many files on a server takes some time. But other companies do it — they can do it too (doesn’t hurt to ask others.)

Godaddy to the rescue

So, after hours of mumblings we switched to Godaddy (I have the domain with Godaddy and I didn’t want to have all the eggs in the same basket – but it seems now I do). Goddady is based in the same city I am, so at least they are local (not to mention they are the world’s biggest domain reseller).
Godaddy had a good offer of their version of just introduced cloud hosting called “Grid Hosting” which resembles somehow with Amazon S3, MediaTemple, Mosso or Joyent offers.

So far we are happy, the site seems to respond faster than on Bluehost…but it’s to early to tell more. Hopefully, they’ll do better and yes, they have a daily backup policy (thank you very much!).

One goal of MyTestBox is to present reviews and opinions about hosting companies too (they are hosting many of the web software we are or will review) besides web software reviews and news from the industry.
If you want to tell us your opinions/feedback about other web hosting companies you are welcome to write articles as guest authors and send them to us.
Soon we can give access to people to register and post articles in our activity field.

Update

It seems the CEO of Bluehost, Matt Heaton, found a method to make the backups more faster (and thus more often) by “dumping the name of any file that was created/modified (any bytes written) at the time the file was modified and use that as a list of files to back up“.
Hopefully, they will implement this ASAP because what happened to me did happen to others too and that is a “blue” spot on the company’s cheek.

Sphere: Related Content

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Tags: bluehost, company, godaddy, grid, hosting, servers, web, website

(3 votes, average: 5.00 out of 5)

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This entry was posted on Friday, March 6th, 2009 at 2:33 am and is filed under MyTestBox News, Web Hosting. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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24 Responses to “How Bluehost.com web hosting company destroys their hard earned reputation!”

Nakeva Says:

March 6th, 2009 at 9:22 am
Wow! I just found your blog a few weeks ago and added it to my Google Reader. It was of interest to me for the new blog I’m working on, Beta Knut, and I love finding people who are doing what I’m doing but with their own unique edge. I decided to take the one blog I have been using and give it its own domain and actually test out the difference of hosted Wordpress vs free Wordpress. I went with Bluehost after similar research efforts.

I’m frustrated for you that you had to find out the hard way concerning their backups. I’m also glad you posted this information so others who are still using Bluehost have an opportunity to make smart choices to get their own backups in the event this happens again. Very brave and very open of you to share the experience. I hope things go well for you on GoDaddy so I can continue to get your awesome posts in my feed reader

Happy Friday!

[Reply]
Logan Says:

March 6th, 2009 at 1:41 pm
You should implement your own backups… set them up on a cron tab and export them to an external FTP server.

You won’t find Godaddy any better than Bluehost. Get hosted with a good hosting company – one that doesn’t oversell.

[Reply]
Mircea Says:

March 6th, 2009 at 7:44 pm
At least Godaddy does a DAILY backup. So, if something goes wrong and I don’t have the most recent backup they will.
Your idea of backup and exported to an external FTP is good. I already have a database backup in place. I need to implement to whole site backup and export.

I would like to know what company you think it’s a good company (you, as a buyer, don’t know if they oversell or not – only if you are an insider maybe).

[Reply]
Mircea Goia Says:

March 6th, 2009 at 7:46 pm
@Nakeva
I hope other people will speak too. Good luck with your new blog too.

[Reply]
Web Designing Tips | Graphic Design Says:

March 7th, 2009 at 1:29 am
[...] How Bluehost.com web hosting company destroys their hard earned … [...]
dt Says:

March 7th, 2009 at 3:55 pm
MySQL databases can be recovred (better if you use InnoDB). Why did they restore it from backup?

Two advices:
1. stay away from grid hosting for a couple of years because this is not a mature solution yet. Take a look at what happened to Media Temple last week: 38h outage for some clients because of several problems with storage arrays. Fortunately, no data lost.

2. Stay away from cheap hosting plans with unlimited features. Most of the hosting providers you mention fail in this category. Godaddy provides no technical support and can suspend your site (and domain) at any moment if they receive a complain or the resources used by site are higher than normal.

If the site grows, you can switch to a VPN plan provided by a premium company. (Godaddy is cheap, that’s why they sell so many domains.)

[Reply]
Mircea Goia Says:

March 7th, 2009 at 4:13 pm
They restored from a backup maybe because it was the easiest method? They said they had a problem with the hard drive or something…and had to reset the server.

Godaddy provides tech support…but only if you use the software they provide (they have bundled some web software for you to use, kinda like Fantastico package).

With so many hosting providers which promises you the moon from the sky it’s quite hard to find a real gem.

[Reply]
Mike Says:

March 7th, 2009 at 9:05 pm
Godaddy will let you down just wait. Bluehost has been going through some issues lately but will get them sorted out soon. Make sure to do your own backups from now on know matter who your hosting with. Best of luck!

[Reply]
Paul Sain Says:

March 7th, 2009 at 11:37 pm
I’m using bluehost too and want to switch. You mentioned cloud hosting and I started searching for it, I came across http://www.uptimehost.com. Did you research them? Any word on how they are? They seem to have HOURLY backup, which is interesting?

How easy was it to transfer your site to godaddy from bluehost? I’m looking to make the jump!

[Reply]
Mircea Goia Says:

March 8th, 2009 at 1:58 am
@Mike
Bluehost has been going through some issues since sometime. They screwed up my site 3 times (for the first time I didn’t have a recent backup, for the second time I did, and for the third time I didn’t).

I guess 3 times is enough to make you change our mind and move on.

If Godaddy will disappoint me I will move on again. But at least they have a daily backup policy, not 2 weeks like Bluehost.

[Reply]
Mircea Goia Says:

March 8th, 2009 at 2:05 am
@Paul
A list of the cloud computing/hosting providers is here: http://www.mytestbox.com/miscellaneous/cloud-computing-grid-computing-utility-computing-list-top-providers/

But I haven’t tried or researched them yet…Godaddy Grid Hosting is the first one I am trying now.
So I don’t know anything about UptimeHost.
It’s pretty easy to transfer your site from Bluehost to Godaddy. Just copy over the files and the database (do you use a database?). You are allowed to have only 1 primary domain on this Grid Hosting account (but you can have also aliases or forwarding). I spent some time talking to them at the phone but it was fine, they were helpful. Like I said, they don’t offer tech support for the applications which are not installed using their software package…so, if you install Wordpress by yourself you won’t get support. But if you install Wordpress using their control panel then you will get support.

[Reply]
Anon Says:

March 10th, 2009 at 7:27 pm
I don’t know how you managed to even consider bluehost after doing research on hosting companies. A 5 minute search on webhostingtalk will reveal enough for you to stay away from these useless hosts (bluehost, hostmonster, dreamhost etc).

[Reply]
Mircea Goia Says:

March 10th, 2009 at 7:35 pm
Well, I guess I made a mistake, especially because I didn’t ask about the backup policy (and, of course, they didn’t say).

[Reply]
Customer Loyalty Is Everything | WebHosting-Business.com Says:

March 14th, 2009 at 2:56 am
[...] How Bluehost.com web hosting company destroys their hard earned … [...]
wikipedia Says:

April 1st, 2009 at 11:07 am
c’est bien ton blog toujours ausssi interesant!

[Reply]
Joao Costa Says:

June 29th, 2009 at 5:46 pm
All cheap hosting companies can let you down from time to time. You should always have your own safety plan and do backups.
I have a very similar setup to yours and never had a problem with BlueHost, I guess you were just unlucky :p

[Reply]
????? ?????? Says:

July 2nd, 2009 at 3:34 pm
who is better? Godaddy or BlueHost, if i want build 15-20 different domains (sites) in one hosting plan? It seems very cheap and i don’t believe that i can recieve good hosting for 20-30 sites just for 4$ per month..

[Reply]
JP Says:

March 18th, 2010 at 10:04 pm
Oh geeze, make your own backups. Of everything. I even copy/paste comments on blogs before hitting the send button.

They are not your mommy. Hell, even your mommy shouldn’t be picking up after you, do it yourself.

[Reply]
mirceagoia Says:

March 6th, 2009 at 2:57 am
How Bluehost.com web hosting company destroys their hard earned reputation!:

Yes, our website MyTestbox.com wa.. http://tinyurl.com/bnbgkh

This comment was originally posted on Twitter

[Reply]
brk Says:

March 6th, 2009 at 2:13 pm
The URL in the title has some garbage at the end of it, delete it to read the story, or use this link:http://www.mytestbox.com/news/how-bluehostcom-web-hosting-co…The owners of that site REALLY need to do some better research on webhosting. From the article, the site is now with GoDaddy…

This comment was originally posted on Hacker News

[Reply]
mg1313 Says:

March 6th, 2009 at 2:45 pm
Do you propose something else, some other hosting? It seems Godaddy is in his town…so he can go and grab their nuts if they mess with his site…

This comment was originally posted on Hacker News

[Reply]
mg1313 Says:

March 6th, 2009 at 2:47 pm
Anyway, if Godaddy fails I guess he can choose something else…the problem is that there are so many hosting companies and so much info that in the end you might end up choosing whatever…trials and error, I guess.

This comment was originally posted on Hacker News

[Reply]
mg1313 Says:

March 10th, 2009 at 6:22 pm
I hope this company takes web hosting as a serious matter. After 10 years in business they should have learned it…

This comment was originally posted on Digg

[Reply]
dt_ Says:

March 13th, 2009 at 4:49 am
Two webhosting related links: first http://tinyurl.com/bnbgkh is a story about cheap hosting and their backup policies

This comment was originally posted on Twitter

[Reply]

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1-2 weeks old backups??

Godaddy to the rescue

Update

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