What happened to site support?
Hey guys,
i didn't want to make this post, but something has been bugging me on this platform for a long time.
Site support here used to be incredible - issues resolved on less than 10 minutes, very quick responses, etc.
But lately, it's a completely different story. Hours to respond, telling me my issue doesn't exist, ignoring me for days and weeks - is it just me or do you have a similar experience?
A month ago, I submitted a ticket, requesting yesterday's version of my website to be brought live from the backup. Something that would usually be done within 10 minutes.
It's been a month and I am still waiting for the issue to be resolved, my messages are being ignored, and they refuse to tell me whats going on.
Check the screenshots of the conversation to see what happens when you submit a ticket nowadays.
your
Lastly, i wanna say that This blog was not written to bash anyone, I simply wanted to bring this up so we can resolve this if anyone is having similar issues.
Please let me know your thoughts or share your experience in the comments below!
Recent Comments
7
I am afraid, i have to agree.
Solved, and next day, same issue.
Nevertheless, i see progress in bugs that get solved ...
Perhaps people who report them should be rewarded with a badge 👀😜
What i noticed is the substancial drop in clicks in the activity panel (not google) and a jigsaw pattern that keeps going up and down down and recurrent problems with browser security check.
Do you have the same jigsaw
Ps
I guess it is not site support but bugs related to browser security check ( all started there)
Managing a server, wa platform and wordpress must be a roller coaster
This is very odd Richard, and I will escalate and see what is going on right away. A restore should definitely be done same day, as these go into a priority queue (sometimes a restore can be quite complicated, depending on the site and will require a few questions asked by Support, but definitely not this long).
In the future, you can escalate issues like this directly to Carson and I as well and we will investigate. The team is VERY quick typically, and we have outstanding ticket reports that are delivered every day (if there is something that needs more detailed), but a restore should be a much more straightforward operation.
We will get you sorted here, not to worry and thanks for bringing this to our attention. ;)
Hmmmm.... I have always had quick responses from site support although I have not had need of their assistance in quite a long time so I can't speak to anything recent. You could contact Kyle or Carson. They are quite responsive and quickly. Perhaps explain better what you are looking for? I didn't even know we could request a previous version of our site to be brought back up.
Good luck.'
Karin
Kyle and Carson are very responsive! I would reach out to them to see what's up. Kyle is in the chat all the time. Maybe start a PM with him?
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Hi Rici,
I have had the same problem with site support, I think the site support is outsourced to India and English ISNT their first language.
I dont think they actually understand what the question is that is being asked. Although, it doesn't happen all of the time.
My issue was a bit more simpler, it was to do with something called ERROR 429, which is where AHrefs was bombarding the Wealthy Affiliate server and the Wealthy Affiliate server thought it was being attacked and returned an ERROR 429 to my website.
Also at the same time, my robots TXT file went missing from AIOSEO.
In the end I resolved the issue myself by uploading my robots TXT file into the robots txt file, because I realised if my website is showing that I dont have a robots txt file, then the file must be empty?
I also resolved the error 429 by going into AIOSEO/ tools/enable custom robots file and creating my own rule.
See attached picture to understand how I created my own rule and why, in the Robots TXT file.
Ok, maybe my issue wasnt as simple as I first thought! Hahaha
Regards
Brian