Comments on: Ancestry Member Trees Up and Running The official blog Wed, 27 Aug 2014 17:36:33 +0000 hourly 1 By: Akeck Akeck Wed, 26 May 2010 15:43:13 +0000 Hello, We’re very sorry for the inconvenience and the confusion regarding the data in your trees. We understand that your trees are very important to you, not only because of the valuable information you have collected there, but because of the countless hours you have spent accumulating it. There were a few glitches once the trees got back up and running, and that should account for the hide-and-seek information you’re reporting. We have taken steps to correct those errors and believe that things are in good standing once again. Please be sure that we will take every step possible to ensure that no data is lost permanently and that all your information is intact on your trees.

If you have more questions, or specific glitches to report please do not hesitate to contact Member Services on 0800 404 9723 or

By: DeborahWales DeborahWales Wed, 26 May 2010 14:52:02 +0000 A new tree I was working on disappeared except for the home person. All info lost along with hours of work. Next day it came back! Today it has gone again. Just left with the home person.

If it does this with my ‘big’ tree, I will lose years of work, photos and documentation. Is this possible. Do I have to try to save all this work somehow?

Also, I agree with the UK search statement. Why throw up stuff from the US when specifying UK only?

By: Steve Bliss Steve Bliss Sun, 23 May 2010 14:40:22 +0000 Having had an account with Ancestry for over 3 years and the number of times I have gone to access the site or my tree and been unable, I am know looking at one of the other provides to see what they offer.

Which is a shame, I am fed up with Searching a person and been offered information from the USA even when I have selected “Don’t show results outside the UK”

Some of the improvements that have taken place have turn my hobby into a nightmare.

Did anyone read our comments when asked what we thought of the new search tool and the new layout?

Why fix something that isn’t broken?


By: john brown john brown Sun, 23 May 2010 05:22:14 +0000 I’m not sure what all your recent “upgrades??” were supposed to have done, but I can assure you that the search facility available now, is NOWHERE NEAR the one that it replaced. I’m currently doing a project on the census databases, and whereas a week or so ago I could find 95% of my targets, that is now down to about 70% (no matter how many times I amend my search details). Where is the search option for “registration district”? the new County/Town etc doesn’t pick up half the information.
When viewing a census page 3 days ago it took about 3 – 5 secs before it could be viewed, yesterday and today it varies between 2 minutes and so long that the server “times out”.
I joined Ancestry because the company I was using had a similar 2 min to timed out problem with their server, and now your IT bods appear to have managed to replicate the same problem on your site.
Do yoursef (and all of us) a big favour, undo whatever you did to the search facilities and delete whatever you have inserted into the “view origional document” programme.

By: Andrew M Andrew M Sat, 22 May 2010 20:10:19 +0000 Had a nice email from Ancestry today saying that as my access to the site on the 19th May was compromised, they are going to add a day onto my current subscription and have also given me an apology.

Well done Ancestry for doing this, lets hope we don’t experience futher extended outages like this again.


By: Sarah-J Sarah-J Sat, 22 May 2010 09:36:46 +0000 Come on Ancestry- You want new customers hence the free trials but surely you want to keep them after? I at the moment are not happy, since I have been a member I have had to re transcribe numerous of incorrect details (And If I see one even if its not my family I do alter it), and now over the last week a very poor service!

What happened to customer care? after all its us that pay for the site etc

I think you should give customers a day or so refund as a goodwill gesture

By: Annabel Bernhardt from Annabel Bernhardt from Sat, 22 May 2010 09:16:44 +0000 As you may have noticed, we experienced some search issues on our site last night. Though you may have experienced some login issues recently, this problem has now been fixed and our development and web operations teams are now working hard on the search problem, which we hope to have resolved as quickly as possible.

We apologize for any inconvenience this might cause and will keep you posted as we have more details. As always, thank you for your patience.


By: marlene judson marlene judson Sat, 22 May 2010 08:38:20 +0000 Could you please tell me when the site will be operating normally again.
I cannot search for anyone and when it does let me in, all the years are wrong, or the message is telling me there is no person of the name I have put in. As I have accessed these names before on this site it does not make sense.

By: kim bryant kim bryant Sat, 22 May 2010 06:09:29 +0000 quite understand the need to fix problems, but instead of a message saying i have no account, my user/password is wrong a simple “SORRY SERVICE NOT AVAILABLE” would work.i agree with every one elses messages, for the amount of disruption this week you need to compensate us. after all the guys at the top obviously are on a good whack, i am on minimum wage and this is my equivalant of a meal out or trip to the cinema. get your act together and treat your customers fairly.

By: Chris Hollow Chris Hollow Sat, 22 May 2010 05:16:27 +0000 Once again your site was down last night. Searches was not available, no access to blog to register a complaint.

So we have had the “you have lost nothing” assurance, which I doubt.

When are you at Ancestry going to stop treat your customers with contempt and start providing the service that they are paying you money for? How much compensation am I entitled to for the loss of service again?