No response from chat support and my website is completely down
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I’ve been waiting for over an hour for a chat support response. My website is down and I’ve made no changes to cause this. I need someone to respond.
The blog I need help with is: (visible only to logged in users)
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Hi @tlhopkinson, your domain is pointing to SiteGround nameservers (NS1/NS2.SITEGROUND.NET), so the site isn’t hosted on WordPress.com. The error DNS_PROBE_FINISHED_NXDOMAIN usually means a DNS/domain issue.
I recommend checking your domain status with your registrar and contacting SiteGround Support since they manage both hosting and DNS.
If the domain is registered through WordPress.com, you can still check it under My Domains.
PS: Not WordPress.com staff, just a community volunteer.
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I migrated back to wordpress a while back. I’m not sure how this change occurred. I canceled my siteground account.
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Thanks for clarifying, @tlhopkinson. Since you’ve migrated back to WordPress.com and canceled SiteGround, the issue is that your domain’s nameservers are still pointing to SiteGround. You’ll need to log in at your registrar (GoDaddy) and update them to WordPress.com:
NS1.WORDPRESS.COM
NS2.WORDPRESS.COM
NS3.WORDPRESS.COMGuide: Change Your Domain’s Nameservers WordPress.com Support
Once updated, allow 24–48 hours for DNS to propagate, and your WordPress.com site should load again.
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You can also check this guide, https://wordpress.com/support/domains/change-name-servers/
It will help you in this process.
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Thank you! I was able to change it on Go Daddy and it appears to be back up. Very strange that this changed or reverted. No idea how that happened.
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You’re welcome, glad it’s back up! What likely happened is that when your site was hosted on SiteGround, the domain was using their nameservers. After moving to WordPress.com, those needed to be switched. So it didn’t really “revert,” it was just still pointing to the old host. Now that it’s updated to WordPress.com nameservers, it should stay that way.
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Hi @tlhopkinson!
It’s great to see that your domain is now correctly pointing to your WordPress.com site. @mukeshoad could be right, the name servers may have just needed to be updated correctly, so that your domain could point to your site, as it is right now.
For the future, feel free to take a look at our support guide on transferring domains if you would prefer to have your domain registered with us as well. We have information on this, here: https://wordpress.com/support/domains/incoming-domain-transfer/.
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In addition to previous replies: note it can take up to 72 hours to propagate changes in the DNS-settings.
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The changes were nearly instant. My site had been working for weeks since the migration, so I’m still not sure why/what changed, but it’s working now!
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I have a premium plan and a site for many years. I have tried to get in touch with wp by chat and all buttons lead to a blank screen. I am unable to get into my domain settings. Yesterday I was able to reset and at least I could navigate my pages. My premium theme choices disappeared and I thought it may be the theme. Only one new choice was there, I changed themes and I still cannot access many of my dashboard items, including my domains. Please help me.
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Hi again, @tlhopkinson!
It’s great to hear that this was nearly instant for you and that your domain is correctly pointing to your site now. This could have been a change accidentally done while at your registrar. That being said, it all looks great on my end now.
Also, hello @twinpeaksart-2. Could you please create a new forum topic? This will help us keep similar themes under one thread. In this new topic, it would be great if you could share your website. Thanks!
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