Site failed to load - Now need to upload backup files

[nomadic one]

Support Request Template
What version of phpBB are you using? phpBB 3.3.11
What is your board's URL? https://pinesheltered.com
Who do you host your board with? BLuehost
How did you install your board? I used the download package from phpBB.com
What is the most recent action performed on your board? Fresh Install
Is registration required to reproduce this issue? No
Do you have any MODs installed? No
Do you have any extensions installed? Yes
What extensions do you have installed? Board Announcements, Scroll to Top
What styles do you currently have installed? prosilver (3.3.11), prosilver (dark)
What language(s) is your board currently using? BritishEnglish
Which database type/version are you using? MySQL 5
What is your level of experience? New to PHP and phpBB
What actions did you take (updating your board; installing a MOD, style or extension; etc.) prior to this problem becoming noticeable? Nothing recent (last was over a week ago, adjusting the coding for [center] to work properly)
Please describe your problem. The site is failing to load. Prior to contacting my server host (Bluehost), I just got a white screen like the page was failing to load. It worked just fine a few hours earlier and I have made no changes to the site that should have upset anything. I figured maybe there was a server error, so opted to first contact them. Bluehost said they would run a malware scan and have me check back after an hour had passed.
When I checked in, a new agent told me they disabled all of the plugins on my site (without asking first) and it reverted to a blank WordPress, which I don't use. They then told me that I needed to upload a backup of the site. Their phrasing was a bit weird - a lot of their agents don't appear to speak English very well and I think I'm supposed to receive an email eventually telling me how to upload a backup of the site. It hasn't arrived yet despite a respectable amount of time passing. This second agent also ignored the mentions of the malware scan and I was given no results about that before they disconnected from chat.

I'm coming here because Bluehost support always seems to mess things up and fails to address my concerns and you folks have been my saving grace while setting the boards up over a month ago. I don't know where to find backup files or how to upload them. I am a complete beginner with phpBB, web design, etc. borderline computer illiterate, so please don't feel you are ever over-explaining anything. Baby steps will help me big time.

[warmweer]

...
When I checked in, a new agent told me they disabled all of the plugins on my site (without asking first) and it reverted to a blank WordPress, which I don't use. They then told me that I needed to upload a backup of the site. Their phrasing was a bit weird - a lot of their agents don't appear to speak English very well and I think I'm supposed to receive an email eventually telling me how to upload a backup of the site. It hasn't arrived yet despite a respectable amount of time passing. This second agent also ignored the mentions of the malware scan and I was given no results about that before they disconnected from chat.

I'm coming here because Bluehost support always seems to mess things up and fails to address my concerns and you folks have been my saving grace while setting the boards up over a month ago. I don't know where to find backup files or how to upload them. I am a complete beginner with phpBB, web design, etc. borderline computer illiterate, so please don't feel you are ever over-explaining anything. Baby steps will help me big time.

From what I gather, you didn't take backups yourself. If you did, then you should look in the /store: backups (that is database backups) will have the .sql extension (or .zip if they were compressed)
The phpBB files aren't the problem: you can redownload those (phpBB files, styles, extensions) but the database (that contains the forums/topics/posts/users) is the most important part, without that the board is lost

If you don't have backups yourself you should ask your host to restore the most recent backup they made.
If your host doesn't make backups then your screwed and should ask your money back.

[nomadic one]

From what I gather, you didn't take backups yourself. If you did, then you should look in the /store: backups (that is database backups) will have the .sql extension (or .zip if they were compressed)
The phpBB files aren't the problem: you can redownload those (phpBB files, styles, extensions) but the database (that contains the forums/topics/posts/users) is the most important part, without that the board is lost

If you don't have backups yourself you should ask your host to restore the most recent backup they made.
If your host doesn't make backups then your screwed and should ask your money back.

I wasn't aware that I needed to do manual backups and will have to look into how to do that to avoid this happening in the future.
I found /store but I don't see backups there, so I'll try to ask the host again if they have a backup. I'm struggling with them because their chat agents don't speak English very well and seem to use a lot of prepared responses that aren't helpful ("Thank you for letting me know." "I understand your concern." etc.) They claimed they were going to email me but I've still not received anything.

I'm not very impressed with Bluehost's customer service; is it terribly difficult to get a new server host?

I'm also just at a loss on why the site was fine and then an hour or two later, it was failing to load.

Editing this reply so I don't have to double-post:
After nearly two hours in chat with a third agent, they appear to have found a backup from April 11th, which they're going to attempt to restore. It'll take a day or two before I know if it's successful, but I'm going to ensure backups are a regular thing once I know how to backup my data. I also plan to buy a backup program that Bluehost offers to ensure I get daily backups so I can minimize loss. Would like to keep this forum unlocked until the issue is confirmed resolved, and am open to any advice on how to manually backup my site, as well as anything else you think I ought to do to protect my site.

[warmweer]

see the Knowledge Base for a lot of information about installing and using phpBB and specific info regarding Forum Backup Instructions

[nomadic one]

see the Knowledge Base for a lot of information about installing and using phpBB and specific info regarding Forum Backup Instructions

I will absolutely read up on this so I can do this. I edited my reply above but dropping it down here too that Bluehost has found a backup from April 11th and is going to restore it, but it may take 24-48 hours to know if it was successful. I also plan to look into a program for daily backups but will also do my own manual backups at least weekly going forward.

Thank you for your help today, warmweer! Cheers!

(Would appreciate this staying unlocked until I know the issue is resolved, will update when I know the status of my site.)

[Mick]

Generally we never lock or delete topics fixed or not, we may add a to indicate it’s been solved.

[nomadic one]

Generally we never lock or delete topics fixed or not, we may add a to indicate it’s been solved.

My mistake! I may have been logged out or something, but I thought I recalled not being able to post further on a past topic of mine.

To update: My site is officially back up and nothing was lost, despite the backup being from several days ago. I was terrified that everything would be lost and I'd have to start from scratch, but thankfully it wasn't the case. I'm going to manually back it up but I'm going to ensure I get daily backups as well. This can be marked as resolved now.
As always, thanks for all the help and patience!