We recently had a support ticket regarding a WordPress Multisite setup. Initially, only one site was affected. I want to recognize the effort of the representative who began addressing the issue by removing the impacted site from the network and performing necessary cleanup. Although this took some time, it helped stabilize the environment initially. The situation escalated when another technical support team member suggested creating individual subdomains with separate document roots for the child sites. This advice was technically incorrect for a WordPress Multisite configuration and resulted in three additional child sites encountering 403 errors, despite functioning correctly before. Following that, another representative indicated that since the subdomains were loading from empty document roots, the affected sites would need to have their content exported or be rebuilt as standalone installations. Following this suggestion would have led to unnecessary rebuilds, as the issue was due to incorrect routing, not missing content. After we provided a detailed explanation of how WordPress Multisite subdomains operate, the representative correctly reverted the affected subdomains back to the multisite document root, successfully restoring the three child sites. I appreciate the willingness to apply the right fix once the underlying structure was clarified. Lastly, I want to commend another team member who resolved the remaining issue with the affected site by adjusting the configuration and ensuring it was set up correctly as a standalone site. After this intervention, all websites began functioning as intended. Support was responsive and professional throughout the process, but this experience revealed some gaps in knowledge regarding WordPress Multisite at certain support levels. While the issue was ultimately resolved, it became more complicated than necessary due to earlier incorrect guidance.
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