General Chat

I've been using Ancestry.uk this morning and it seemed to be working fine.
I made a few updates

When I returned to my tree later in the afternoon, a large amount of updates that i completed in the morning had simply disappeared ?

These were not all ancestry records, but births and marriages that I located elsewhere and added manually.

It's as if the site reset itself back to a few hours earlier ?

Trust you to be different, McM ;-) :-D :-D

Laptop Belle :-)

They also asked me whether I was using a laptop or ipad.....the problem was on my laptop.

I would be interested to know whether it was either of these or both, Emma :-)

I have Firefox also and no problems on Ancestry at all :-)

Andy,

I've just been in touch with Ancestry and they sent me the following link in an email; it worked for me hopefully it will do the same for you.

https://support.ancestry.co.uk/s/article/Managing-Your-Internet-Cache-and-Cookies-US-1460088562626483-2161?name=Managing-Your-Internet-Cache-and-Cookies-US-1460088562626483-2161&fromCase=1

The above is completely different to the Managing Cache & Cookies link that they sent me on the 6th so they have obviously updated it.

They must be having a problem with Firefox because she asked me which Browser I used. When I said Firefox she said have you tried Chrome. I have all my bookmarks on Firefox and didn't really want to change to Chrome on my laptop.



Hope it works :-)

A number of .co.uk subscribers end up on .com through no action of their own.
That's what some of the complaints on FB have been about.

Firefox / Ancestry with Windows, Android, Linux working fine. Make sure you are using the ". Co. UK" site and not ". com" and that cookies are enabled for Ancestry. Mozilla are having a crusade against expired site certs but Ancestry is up to date.

How strange :-S

Yet, Firefox and Chrome are both Browsers recommended by Ancestry and they both do the same thing :-S

Just downloded Chrome. Works fine!

Andy

It looks like it might be a Firefox problem then if Pat isn't having a problem using Chrome.

Do come back and let us know what Ancestry say, Andy :-)

Hi Londonbelle.

I'm using Firefox on laptop as well. Will wait to see what the reply from Ancestry is.

Andy

I am on Chrome and have had no problems :-D

Andy, that's been happening to me too....I contacted them on the 6th and they seemed to be aware of a problem on the UK site.

It's still happening but I haven't followed it up, although annoying, at least I can get into Ancestry via Ancestry.com.

If it hasn't rectified itself tomorrow I'll contact them again.

What Browser do you use, Andy?

The reason why I ask is that I use Chrome on my tablet and that is perfectly ok...no problems. However, on my laptop I use Firefox and it's on the laptop that I have the problem. :-S

Anyone else still having problems?

I can't do anything on my tree without it switching from ancestry.co.uk to .com and telling me I need a sub, when I'm already signed in. Logging in and out has made no difference.

Any cure or response from the help line?

Andy

At least you are back up and running, GL :-)

So frustrating when they don't read things :-|

I wasn’t around yesterday to return to this thread.

My acct was restored yesterday and I finally received a response to my 1st elevated complaint.
They apologised and offered an extra month sub.
I am happy with that.
In between, I made a 2nd escalation complaint because until then,there had been no communication relating to the 1st one.
It simply creates yet another incident number.!

Knowing this, my only option was to copy and paste the original incident number and make it clear that this was a follow up to that.
I could not have made it more clearer that this contact was about the delay in response to the original.

This morning, a full day and a half later, I got a reply about my follow up complaint.

The completely inept support officer clearly didn’t read it.
Her reply...
She can’t find anything wrong with my acct? It’s working as it should!

Well duh!
It was resolved yesterday! Under the number that I was referencing.

As highlighted above Ancestry doesn’t provide an option for me to respond directly

Lots of complaints on Facebook.

Have Ancestry rectified the issue yet, GlasgowLass :-)

Sounds like it GlasgowLass :-(