Where's the support team?

[Feline Forums]

@Slavik is spot on and quite frankly you should be appreciative of all communication you get.

You are glazing xenforo as us kids would say.

 

[Suzanne O]

You are glazing xenforo as us kids would say.

Age wise i'm just as old and maybe a few years older than them. I could even be as old as your mum. (I'm an grumpy old fart as you might read.)
The fact that i happen to agree with the company means that i'm on the same page as them.
The reason why there's not much contact is because of the constant negativity.
They hate being accused of a myriad of things.
Oh and i don't post much on your cat forum. I'm just keeping my stress levels down.
I'll be back there soon.

 

[FTL]

The reason why there's not much contact is because of the constant negativity.

It's the other way round. Managing expectations with good communications is a critical part of good customer service.

 

[Wing]

Have you even looked at our ticket?

To clarify why we consider this issue critical on our end, I want to outline what we are actively experiencing on the live site and have been since November (when the original ticket was submitted.)

We have multiple members, from different geographic regions, reporting that the forum intermittently fails to load altogether daily—pages hang indefinitely and never resolve. Others have provided screenshots showing pages loading so slowly that raw HTML renders before assets or styling, which strongly suggests a server-side delivery issue rather than an end-user or browser problem.

In addition to this, we are seeing recurring “Oops” server errors, so frequent they happen NEARLY EVERY 5 MINUTES, frequent 502 Bad Gateway errors, and behavior consistent with server deadlocking. These errors are occurring every few minutes and are being reported by users globally, not in isolated cases.

This is not a matter of individual user configuration or local connectivity. It is a platform-level issue that is directly impacting availability and usability for our entire community.

Compounding the concern, our server error logs—which historically provided actionable output—are now nearly empty. We have previously raised this discrepancy and asked why expected logging has ceased, as it makes diagnosis and communication more difficult.

At present, we have no visibility into what is failing on the backend, and no feedback from support to guide remediation.

The result is that the forum is becoming increasingly difficult to use in practice.

Members are frustrated, new users are encountering errors within minutes of joining, and it is genuinely damaging to the experience and credibility of the community we have built for over 15 years.

Inviting people to participate while knowing they are likely to encounter errors shortly after arrival is both embarrassing and harmful to long-term growth.

For these reasons, we consider this a critical issue—not because of urgency for convenience, but because it affects core availability, reliability, and trust in a live production environment.

We are not asking for immediate resolution or special treatment. We are asking for acknowledgment, visibility, and engagement on a problem that is actively affecting a global user base. Any guidance, status update, or confirmation that this is being investigated would be greatly appreciated. But I have feeling that based on your attitude, nothing will come from this.

This looks like quite a critical issue, doesn't it?

 

[InfernoDev]

Banks don’t even work on new years lol

 

[Seeker-Smith]

I will point that paying customers are just that and deserve a certain level of respect. They should also have support tickets resolved in a timely manner. The week of Christmas and of New Years are not easy for staff. My suggestion for the user to share their problem went ignored so I don’t have a ton of sympathy.

 

[Lee]

Have you even looked at our ticket?

To clarify why we consider this issue critical on our end, I want to outline what we are actively experiencing on the live site and have been since November (when the original ticket was submitted.)

We have multiple members, from different geographic regions, reporting that the forum intermittently fails to load altogether daily—pages hang indefinitely and never resolve. Others have provided screenshots showing pages loading so slowly that raw HTML renders before assets or styling, which strongly suggests a server-side delivery issue rather than an end-user or browser problem.

In addition to this, we are seeing recurring “Oops” server errors, so frequent they happen NEARLY EVERY 5 MINUTES, frequent 502 Bad Gateway errors, and behavior consistent with server deadlocking. These errors are occurring every few minutes and are being reported by users globally, not in isolated cases.

This is not a matter of individual user configuration or local connectivity. It is a platform-level issue that is directly impacting availability and usability for our entire community.

Compounding the concern, our server error logs—which historically provided actionable output—are now nearly empty. We have previously raised this discrepancy and asked why expected logging has ceased, as it makes diagnosis and communication more difficult.

At present, we have no visibility into what is failing on the backend, and no feedback from support to guide remediation.

The result is that the forum is becoming increasingly difficult to use in practice.

Members are frustrated, new users are encountering errors within minutes of joining, and it is genuinely damaging to the experience and credibility of the community we have built for over 15 years.

Inviting people to participate while knowing they are likely to encounter errors shortly after arrival is both embarrassing and harmful to long-term growth.

For these reasons, we consider this a critical issue—not because of urgency for convenience, but because it affects core availability, reliability, and trust in a live production environment.

We are not asking for immediate resolution or special treatment. We are asking for acknowledgment, visibility, and engagement on a problem that is actively affecting a global user base. Any guidance, status update, or confirmation that this is being investigated would be greatly appreciated. But I have feeling that based on your attitude, nothing will come from this.

I will point that paying customers are just that and deserve a certain level of respect. They should also have support tickets resolved in a timely manner. The week of Christmas and of New Years are not easy for staff. My suggestion for the user to share their problem went ignored so I don’t have a ton of sympathy.

Did it?

 

[Ferry]

I’ve had issues with support tickets too. All the responses were basically "Ask your question on the forum." Of course, I did exactly that, but I still wanted to get at least some basic advice on my problem. I hope that in the future, the XenForo staff will take into account the customers' desire for them to be more communicative.