Full backup only contains wordpress database

Hi, I’ve got two hosting companies for several clients. On one hosting company I don’t experience any problem with MainWP child. However on the other hosting company, when I request for a full backup for any site running over there, I consistently getting a targz file which contains only the wordpress database content and not the wordpress code files. I’ve been trying to figure out this issue, but I can’t see anything that might be wrong. I don’t get any errors reported as well.
Can anyone help me out on this for what might cause the problem.