Granted Support Access Several Times With No Results

I have granted WPMU support access to my site several times over the past few months and have not received any support. This issue I'm concerned with is provided below...

"My site at http://astepx.com.s71735.gridserver.com/ is loading slowly. The parsing of the JavaScrip is slow according to this report. https://gtmetrix.com/reports/astepx.com.s71735.gridserver.com/y0L9jCxx I have upgraded my account with Media Temple (per your suggestion). It helped a little but there is still a noticeable lag. Can you please advise? I believe I've made a few request for support access but have received no response."

  • Adam Czajczyk

    Hello Matthew,

    I hope you're well today and thank you for your question!

    I have granted WPMU support access to my site several times over the past few months and have not received any support.

    I took a look at your tickets. There are two of them. The first one posted on started on Jan 17th here:
    https://premium.wpmudev.org/forums/topic/according-to-this-report-generated-by-gtmetrix

    It ends with a response and a question from support staff member to which you never responded.

    The second one is here: https://premium.wpmudev.org/forums/topic/not-able-to-login-and-media-temple-does-support-curl

    This one ends with your replay stating that issue was fixed.

    Please don't get me wrong: I'm only explaining why those threads weren't continues by us. If any of us, staff members, ask a question and don't get responded we should assume that the issue is no longer occurring, was fixed by reporting member, solved with a plugin/theme update or a member just decided to switch to other solution that makes the issue no longer relevant. I hope you understand this :wink:

    I believe I've made a few request for support access but have received no response.

    I think that it's possible that you used the WPMU DEV Dashboard plugin "support note" field (below grant/extend support button) to leave us a message, is that right? That's a fairly new feature but it's not a tool that starts support tickets for you. The message states "If you think it would help, leave our support heroes a quick message to let them know the details of your issue" and that's all that it is: a message. For example, in case you'd like to securely provide a support person with some passwords - you may want to use this tool. This message will not be sent to us and we will only see it when we access your dashboard. To report an issue or ask a question (so we knew that we should access your site) you will still want to start a thread here, on our support forum. I hope that makes sense now :slight_smile:

    As for the issue itself. I believe that's the continuation of the issue we started in January here:
    https://premium.wpmudev.org/forums/topic/according-to-this-report-generated-by-gtmetrix

    That said, please visit that thread and it would be great if you could answer my colleagues question there and also share as much details on current state of the issue as possible, including description of all the changes that were made to your site since than. Let's continue troubleshooting the issue there please as it help us maintain a better image of the whole.

    Thank you for your help!
    Best regards,
    Adam

  • Matthew

    Yes, I assumed that granting access with a note would alert someone of my situation and they would login to investigate. Perhaps it should be more explicit that this is not a request for support. In regard to my issue. I use Media Temple and have upgraded my account with them per your suggestion. The results are not very significant. There is a very noticeable delay in page loading. I need someone to investigate and provide some answers ASAP. http://astepx.com.s71735.gridserver.com Media Temple says it's a problem with your plugin and you say it's a problem with their servers. I'm tired to the back and fourth. I just need it to be fixed. On another note, I updated the CoursePress plugin today and wipedout a lot of the work I did to the CoursePress theme. Maybe those should be separated somehow.

  • Predrag Dubajic

    Hi Matthew,

    Sorry for the misunderstanding here which caused these delays.

    I have checked your site and see that you no longer use Upfront theme and checked your site on Google Page speed in current state and then disabled CoursePress and switched to default WP theme and results were increased just a bit, nothing noticeable so it doesn't look it's related to CoursePress if the load time is not improving without it.

    Can you tell us what was the exact response from Mediatemple and post please post that answer on your original thread here:
    https://premium.wpmudev.org/forums/topic/according-to-this-report-generated-by-gtmetrix

    Thank you,
    Predrag

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