10 Days of Support, a Broken Website and Responses That Feel AI-Generated

Item: 1-grid
Rating: 1
Author: Deidre W

My website broke following a PHP update. Support disabled the plugin folder to restore access to the backend. They then advised me to restore an earlier backup. Now I am being told the problem is my theme, plugins or developer, despite attempts to reactivate the plugins resulting in a WordPress critical error.

I keep receiving generic, seemingly AI-generated responses instead of clear answers about what changed, which backup was restored, and why my previously working website remains broken.

I am not asking for development work. I am asking my hosting provider to properly investigate and resolve an issue that arose following a hosting-level PHP change.

After 10 days, pushing the problem back to the customer is simply not acceptable support. If I want AI answers, I'd use an AI agent - Not the Support Team that's supposed to help.

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Replies (1)

Deidre W's updateReviewer Update

11 Sept 2026, 10:08

Proactive Support and a Solution Found

Mistakes and technical issues can happen. What matters to me is how they are handled afterwards.

Natalie took a proactive approach, properly investigated the issue, involved the Advanced Technical Team and came back with a clear explanation and a practical solution. Most importantly, the website was restored and I was given clear next steps to prevent the issue recurring.

I genuinely appreciate the ownership, communication and follow-through.

Thank you, Natalie, for taking the time to see this through properly. Your assistance was very much appreciated.

Deidre W's update11 Sept 2026, 10:08

Reviewer Update

Proactive Support and a Solution Found

Mistakes and technical issues can happen. What matters to me is how they are handled afterwards.

I genuinely appreciate the ownership, communication and follow-through.

Thank you, Natalie, for taking the time to see this through properly. Your assistance was very much appreciated.