Website down Formal Complaint

  • Unknown's avatar
    madwoman15 · Member ·

    Formal Complaint to WordPress

    My name is AJ, I work for St. John’s Episcopal Church in Williamstown Ma.

    Last Wednesday our site stjohnswilliamstown.org went down. After trouble shooting, it appeared our website subscription was not renewed on time. I renewed it but the website still would not work.

    I contacted WordPress via the website chat box and within 5 minutes a helpful employee eased my fears and told me that if I upgrade to business and allow WordPress to do a restore then the website would resume functionality same as it was the last functional date 2/13/23.

    Wednesday Afternoon at 4pm I left the office with the restore saying it was 74% complete, upon return Thursday 2/16/23 the restore page said it was complete but the website was still not functional.

    None of the pages were available, and there was and still is not any theme or CSS files.

    I again used the chat to explain to WordPress that the problem has not been fixed and waited. 26 hours later on Friday 2/17/23 the website’s calendar page and a few other features re-populated but still no access to pages, CSS, or theme files, and still no response from WordPress.

    I tried to write additional emails and chats but the send button was disabled so I could not ask for any assistance.

    It seems that the restore was done incorrectly, leaving out almost all content and formatting.

    We need this website back to functionality.

    The most frustrating part about this ordeal is the inability to speak with or even get an email from someone from word press over what seems to be a relatively simple matter of restoring the backed-up WordPress files for stjohnswilliamstown.org.

    Please Help,

    AJ

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    aisajib · Member ·

    Hi there!

    I’m sorry to hear that you’re having issues with your site. However, I see that we replied to your support request via email on February 17. Can you check your inbox/spam filter to look for the email in case you didn’t see it? The reply includes some technical information about the issue you’re having. We were waiting to hear from you, but it looks like you never responded there.

    Please check your inbox for the email with the subject line WordPress.com Business: Website down and reply there. If you can’t find the email, please let us know. We can resend the email.

    Thanks!

  • The topic ‘Website down Formal Complaint’ is closed to new replies.