We recently had a support ticket related to a WordPress Multisite setup. Initially, only one site was impacted. I want to acknowledge the effort of the representative who started the case by removing the affected site from the network and performing necessary cleanup. While 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 inaccurate for a WordPress Multisite configuration and led to three additional child sites facing 403 errors, even though they had been functioning correctly. After 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 resulted in unnecessary rebuilds, as the issue stemmed from incorrect routing, not missing content. After we provided a detailed explanation of how WordPress Multisite subdomains function, 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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