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Contact from support

  1. debbiependell
    Member

    My blog has gone offline and I cannot determine the problem. I have contacted support, but have had no response to two emails. I want to be patient, but am not sure how long to wait. The last time I had a question, I received an email with 48 hours to let me know that support was working on the problem and would get back to me.

    This time no response; it has been over 11 days since my IT person sent an email and 5 days since I sent one.

    Anyone know of another way to contact support?

    The blog I need help with is debbiependell.com.

  2. thesacredpath
    Staff

    Can we get a link to the blog please?

    I've tagged this thread for staff attention but there is no guarantee they will see it.

    I would contact them again, and also check the spam filter at your ISP. In the past over eager spam filters at ISPs have blocked wordpress emails.

    Also, did you use the contact form when contacting them or did you email them?

    http://en.support.wordpress.com/contact/

  3. auxclass
    Member

    The blog linked to your name is not hosted on WordPress.COM - that might have something to do with the slow answer also.

    http://www.whatsmydns.net/#NS/debbiependell.com

  4. hewsut
    Staff

    Hi Debbie,

    I checked the system and both of your tickets were answered very quickly. The email address you provided in the submission was at your domain (which you indicated you had canceled) so you probably aren't receiving any of our replies.

    The problem seems to be:

    1) the cancellation -- if you haven't already and you want your domain back, you need to talk to your registrar (ENOM) asap to see if you can reverse that.

    2) after regaining ownership, you need to point the domain back to our nameservers:
    ns1.wordpress.com
    ns2.wordpress.com
    ns3.wordpress.com

    3) if you then provide us your mail records (MX records and any associated CNAME or A records), we can then assist with reconfiguring your DNS settings. Your current mail provider should be able to provide you with those records.

  5. debbiependell
    Member

    Thank you all for your replies. To start with the @thesacredpath question...the link to my blog is http://debbiependell.com/

    I have checked my spam folder and it has not blocked any emails from WordPress. And I did not contact WordPress through the contact forum that your link points to.

    To the @auxclass who replied thank you for such a link. That is helpful and will be so in the future. That is also the reason I originally contacted the support team.

    And lastly to @hewsut. Thank for you checking the system for our emails and the fact that one email is tied to the address that was cancelled might explain it. Although I thought I sent an email with my personal email address, and I should have received a reply at that one. But on to the reasons you gave that appear to be the reason for my problem. Those are not the answers I need yet as I have a question or two before those. What would be best for everyone involved – to continue in the forum or contact support with a personal email?

  6. hewsut
    Staff

    Hi Debbie,

    I'd recommend contacting us again in support using a personal address. There may be details involved (your domain records, etc) that would be better served there.

    http://en.support.wordpress.com/contact/

    I'd recommend including a link to this thread in the submission to ensure we have some context.

  7. debbiependell
    Member

    Thank you all so much. I have taken your advice and contacted support again with a personal email address and included the link to this forum as you suggested.

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