Hi. I have a support case (01272713) that was opened over six weeks ago for a Business domain and I’m having a terribly hard time getting any action. The agent requested a HAR file on 11/14 which I provided and haven’t heard anything more since, despite trying to ping the case a few times asking for updates.
I started a separate chat (01299442) on 12/4 to inquire on the status and the agent raised the original case’s priority to urgent as a result, but still no further response has come on the original case. I even tried a 3rd chat (01310735) on 12/12 and haven’t received any response on that either.
If you already have a ticket, Support will respond to you on that ticket. Questions about billing will need to be resolved by the Customer Support team and cannot be resolved on the Community.
For Account, Billing and Registrar issues a ticket is the only way to get assistance as this Community does have visibility into those issues.
The Support team has indicated they responded to your to latest submitted ticket, did you receive that reply?
Then every time you open a new ticket, your place in the queue moves down to that new ticket level, it wastes agent time and slows response time to you @pf142
I am not certain of the exact issue you’re facing, the ticket mentions two different site names. One of those is in the account you are using here, the one you indicated on your ticket your cannot change it to is pending in the account you are using here and waiting for you to change your nameservers at namecheap to only
rose.ns.cloudflare.com
skip.ns.cloudflare.com
and remove all other nameservers. Disable DNSSEC at the registrar prior to changing the nameservers as it currently shows as active.
You cannot change one domain name to another, they are two discrete domain names.
I understand and I’m loathe to clog the system, but as a Business-level customer I think waiting multiple weeks for a response on a ticket is below par and I could find zero other recourse apart from complaining here. My second ticket was just an attempt to chat with an agent to inquire about the original issue, but I’ve found that the support chat isn’t real-time chat and just another method to create a ticket.
Anyway, I did get a very helpful response this morning on my original case which has resolved my issue. The WAF rule we were having a problem with is actually working as intended, however requests were sometimes getting flagged for a challenge elsewhere in the pipeline (Super Bot Fight Mode).
I appreciate everyone’s help getting this flagged for a response from the support team and hope you have a Happy New Year!