GatorJonathanH

Good Afternoon glsoon,

My name is Jonathan H. and I’m our customer service supervisor over at HostGator.com. We were sorry to hear about the trouble with the WordFence plugin and wanted to reach out to see if we might receive a bit more information to check in on this issue and make sure the matter has been fully investigated on our side.

If you could please send an e-mail to [email protected] ATTN. Jonathan H. and please include the domain name where this plugin is in use, we’d definitely like to take another look with you. Once we’ve had a chance to review, we’ll gladly update this post with more information that might be helpful to other users.

Thanks for your attention and I’ll be keeping an eye out for your e-mail.

Good Afternoon,

We’ve since had a chance to test this out using the theme provided and have found that there was a .htaccess conflict causing the error. After creating a fresh .htaccess file the issue has resolved itself, however the theme provided was already installed on both WordPress installations mentioned.

We’ve provided screenshots showing there is no redirect to a 404 page during the install process any longer, but if we can be of any further assistance, please let us know and we’ll be glad to take another look with you.

Hello Again,

Since you mentioned you were not receiving our e-mails, we attempted to call you at the number on file but the number was not in service. If you could please login at https://hostgator.com/billing then head to the “Ticket History” option under the “Support” tab, you will be able to reply to the ticket through your billing account. Once we have your phone number we will be glad to give you a call to attempt to replicate this report using a theme and plugin of your choosing.

If you are unable to do so, please send a new e-mail to [email protected] Attention : Jonathan H. and please include a phone number and we can go over this issue more directly.

Good Morning,

Thanks for following up with us last night.

We’re sorry to hear you did not receive our e-mail yesterday and have gone ahead and attempted to replicate these reports in your WordPress dashboard. Although we don’t yet have a copy of the theme or plugin you’ve worked with, we were able to successfully install both a theme and a plugin without any errors.

We’ve updated the ticket with screenshots to confirm which will also show what theme and plugin we installed so those can be removed by you once you’ve had a chance to confirm a new theme and plugin were added. Since we understand the e-mail was not received, if you could please login at https://hostgator.com/billing then head to the “Support” section, you will be able to access your ticket history and reply back to our most recent response.

I hope this helps but please let us know if you have any trouble updating the ticket through the billing system.

Hello Again,

Thanks for getting back in touch.

I’ve since had a chance to reply back to your e-mail requesting more information on the themes/plugins you’re attempting to install in order to replicate this report. We’ll be watching for your update there and will hopefully get to the bottom of this issue with you soon.

Good Afternoon,

We’re sorry to hear you’ve had some trouble installing WordPress themes and plugins and would be more than happy to take a look with you. At the very least there should not be an issue with uploading the themes/plugins via FTP ( https://support.hostgator.com/articles/specialized-help/technical/wordpress/how-to-installuninstall-wordpress-plugins ) however we’d definitely like to take a look to see if we can help restore the functionality to your WordPress dashboard.

If you could please contact [email protected] Attention : Jonathan H. and include the domain(s) you’re working on, we’d certainly appreciate a chance to investigate with you.

Thanks for your attention and we’ll look forward to hearing from you soon!

Greetings,

My name is Jonathan H. and I’m our customer service supervisor at HostGator.com. We were sorry to hear about your trouble using your preferred e-mail address on your new WordPress install and would be glad to help.

If you could please send your domain name and the e-mail address you’re attempting to use to [email protected] we’ll be more than happy to review this report with you. Alternatively we can be contacted via phone at 1.866.96.GATOR or via live chat at https://chat.hostgator.com .

Thanks for the chance to look into this with you and we’ll look forward to hearing back from you soon.

Hello amolkats,

I’m sorry to hear you did not receive my e-mails yesterday however I did reply back to both of the e-mails I received from you all. If you could please make sure to check your junk/spam folders to make sure these did not get flagged for any reason, that would be most appreciated. I’ve also re-sent both of my responses from yesterday to both of the addresses you all contacted me from.

If you continue to have any trouble receiving these responses, please let me know and I’ll be glad to take another look.

Hello Again amolkots,

Thanks for getting back in touch with me.

I’m glad to hear the conversation has been started with our support staff but if your CTO could please contact me via [email protected] I’d like to make sure this is expedited for you all. If you are not comfortable with providing a domain name over this forum and cannot currently send an e-mail, another option would be to send us a private Facebook message ATTN: Jonathan H. : https://facebook.com/messages/HostGator

Please let me know if you run into any trouble on either of these two options.

Hi amolkots,

My name is Jonathan H. and I’m a part of our customer service team at HostGator.com. We’re sorry to hear you’ve had trouble with your load times on the dedicated server and would definitely like to look into this matter with you. If you could please contact my department via [email protected] ATTN Jonathan H., I’ll make sure we have our administrators take a look at this report ASAP.

Thanks for your attention and we’ll look forward to hearing from you soon.