Fixed it for you , and anyone else reading this
PART 1
Timeout waiting response from... [timeout: 300].
" Please help me get my backups, my sql databases backups because my clients are getting very angry witjh me because their sites are down.
(14:29) [Sagar] Hello Mike, thank you for contacting support. I apologize for the wait time. Your patience is greatly appreciated.
(14:29) [Sagar] Could I get the last 4 characters of the cPanel password to verify ownership of the account?
(14:39) [Sagar] Are you still with me?
(14:40) [Mike] Yes sorry (14:40)
[Mike] .... (14:42)
[Sagar] Please wait I am validating your account.
(14:42) [Mike] Ok
(14:44) [Sagar] Thank you for validating.
(14:44) [Sagar] Can you please hold while I review your account? I will get back to you in 2 to 3 minutes?
(14:44) [Mike] Ok
(14:47) [Sagar] Mike I could see your account is deactivated due to malware/virus.
(14:48) [Mike] Alleged malware, but I know that.
(14:48) [Sagar] That is the reason you are facing the issue Mike.
(14:49) [Sagar] It would be better if you remove the malware contents and reactivate your account.
(14:49) [Mike] Did you actually read my question?
(14:50) [Mike] Hi there, I really hope for a solution this time.
If not, I'm considering taking further steps. This is not fun anymore.
You guys blocked my whole account a few weeks ago because of alleged malware found, somehow automagically 99.99% of all my files were found "infected" by your tool. Which is kind of strange looking at the datestamps on my files, only 2 or 3 core WP files were recently changed/updated.
Now, I've been trying for a few weeks to download backups, and every single time I get the same timeout error.
Last time I was told by you guys to wait because the image was being mounted.
I waited over a week now and I still get the same error: " There was an error: whm_perl_code: Timeout waiting response from [remved ip ] [timeout: 300].
" Please help me get my backups, my sql databases backups because my clients are getting very angry witjh me because their sites are down.
(14:50) [Sagar] Yes Mike your account files are affected due to malware it seems like hacker's have infected your website files with malware.
(14:51) [Mike] So I've been trying to take the time and effort myself to "clean" my files manually, only to find I can't download my backups.
(14:51) [Mike] looking at the datestamps on my files, only 2 or 3 core WP files were recently changed/updated.
(14:52) [Sagar] No Mike you cannot download the backup's unless your account is deactivated.
(14:52) [Mike] But that's not the point and not the question. Please help me get my backups- everything. So I can get at least some of my sites up and running again.
(14:53) [Mike] So you are telling me last week the support LIED TO ME?
(14:53) [Mike] Let me waste all of my time? (14:54) [Mike] I'm beyond angry now.
(14:54) [Sagar] I do understand Mike but back up cannot be downloaded unless your account is deactivated.
(14:55) [Sagar] I would suggest you to purchase site lock with site doctor with a special price just for you.
(14:56) [Mike] I've always adviced you guys for hosting.
For years. Always a happy customer. Suddenly my whole account gets blocked, I must pay like 250$ for a tool which can't even figure out datestamps to " scan my files".
(14:56) [Sagar] By which your website will be secured and account would be reactivated.
(14:56) [Mike] I suggest you transfer me to your superior, I don;t like being blackmailed.
(14:57) [Mike] This chat is being recorded by me and I WILL post this
(14:57) [Sagar] No Mike the site doctor will scan the malware and the affected contents will be removed and then the site lock fix will secure your website for 1 year.
(14:57) [Mike] I don't care what it does.
(14:58) [Sagar] I can get you the site doctor with site lock fix for around $242.
(14:58) [Sagar] Rather than just site doctor for $249.99
(14:58) [Mike] I want a link to my backups, sql files, cpanel settings, the complete backup..