Why WordPress.com support degraded so much?

  • Unknown's avatar
    tomaakechaai · Member ·

    Why WordPress.com support degraded so much?

    WP.com: Yes
    Jetpack: Yes
    Correct account: Yes

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

  • staff-totoro · Staff ·

    Hi there, we are facing a support backlog at times when we are busy, such as the summer months, but that may not be the case all the time. Can you tell me a bit more about what you are trying to set up? We’re happy to take a closer look if you can give us a bit more info.

    Thanks!

  • Unknown's avatar
    tomaakechaai · Member ·
    1. I used to get chat support – now I always see “Chat option is not available”. If this continues I will definitely think to change the plan in next renewal.
    2. Begining of September I sent email (as I was not able to get chat support) and I am yet to get proper solution for that. I got a basic reply which shows the support person even did not read my email. Then I replied back and have not heard anything since then.

    Hi, 

    I have already mentioned in the ticket that trending post shows only “all time popular”. We want to add widget to show daily trending, weekly popular, monthly popular posts.

    Also, I want to mention that I am not getting chat support which was included in my package. Also, the email response is also very much delayed. The overall support has been drastically degraded.

    Regards

    Sambit

    3. Blocker issue – Since yesterday morning, links posted to facebook is not showing feature image. It is showing the site header image/logo. This is happening for old and new posts however till day before yesterday it was working properly. There must be some backend changes done which are causing this. I raised issue for that and yet to get any response. Feature image is an important part for social media so I am facing huge loss. And this is not an issue with Facebook as my other site (personal wp hosted) is working properly.

  • Unknown's avatar
    aisajib · Member ·

    Hi there!

    I used to get chat support – now I always see “Chat option is not available”. If this continues I will definitely think to change the plan in next renewal.

    Sorry to hear that! Are you still unable to start a live chat session? Please let us know, and we’ll look into it further.

    Begining of September I sent email (as I was not able to get chat support) and I am yet to get proper solution for that. I got a basic reply which shows the support person even did not read my email. Then I replied back and have not heard anything since then.

    I see that there is an open ticket with us still, but we received multiple different requests, which contributes to further delays. Rest assured, your ticket is still open with our support queue, and we’ll get back to you as soon as possible.

    Blocker issue – Since yesterday morning, links posted to facebook is not showing feature image. It is showing the site header image/logo. This is happening for old and new posts however till day before yesterday it was working properly.

    Would you mind sharing a couple of post links where the issue is still present? I checked a couple of posts using Facebook’s debugger, which is the tool you can use to ‘force’ Facebook to fetch new information, but I saw the correct featured images were pulled.

    Thanks!

  • Unknown's avatar
    tomaakechaai · Member ·
    1. I am still not getting chat support. Is says “Chat is unavailable right now”

    2. I am not getting what do you mean by multiple different requests? I have made it very clear and again put the same requirement in#2 in earlier comment. (Note: We had similar setup earlier with popular post wp plugin but that plugin is not supported here so we had to remove it. Since then we are having this issue. We tried trending posts – but that remains constant as and when few post got hugely popular).

    3. It seems to be solved today. Will keep it monitoring for few days.

  • aleone89 · Staff ·

    Hey there,

    Many thanks for reaching back out and we totally appreciate your frustration with trying to access support.

    I’m hoping this adds reassurance, and that you are currently speaking with WordPress.com staff.

    Links posted to facebook is not showing feature image. It is showing the site header image/logo. This is happening for old and new posts however till day before yesterday it was working properly.

    I’ve seen a few of the same issues within the last 24 hours or so, and this would be something at Facebooks end, not with the website. This is because Facebook scrapes the information of the web page, and we can’t control what they scrape.

    Would you mind sharing links where you’re still experiencing this please? I’d recommend using Facebook’s debugger, whereby you can ‘force’ Facebook to fetch new information.

    I hope this helps!

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