What to send when your website has a problem
A useful fault report starts with the page, the steps and the error. Here is what helps, and what to leave out.
Read the guideWhat needs
sorting?
A website playing up? Business email you need to move? I’m Garreth. Start with what’s happening and we can work out the next step.
Tell me about itFind the right support
It’s my website.
Choose the closest starting point. You don’t need to know the cause.
The site is down or looks wrong.Recovery assessmentCustomers are getting stuck at checkout.WooCommerce supportWordPress or a plugin is playing up.WordPress supportIt needs updates and regular attention.Website maintenanceI need to move the website.Website migrationsI’ve inherited a site. Where do I start?Existing-site assessment
Availability and response arrangements are agreed for the work. Any paid investigation is agreed before it starts.
Show me
what you’re seeing.
A useful first message makes it easier to work out what needs checking.
How to report a website problem- The address
- Your website, or the email provider you use now.
- What happens
- The error, the affected task and when you first noticed it.
- What has changed
- A recent update, a new supplier or an upcoming move.
- What it affects
- Tell me what is stopping you working and any timing I need to know.
You choose the work.
We agree the cost first.
How support is quotedExplain the problem.
I confirm whether I can take it on and what information or access is needed.
Agree the assessment.
Any paid investigation has a scope, price and stated findings before it starts.
Decide what happens next.
Review the proposed repair, maintenance or migration, with checks and handover in writing.
A couple of useful reads.
Before updating a business WordPress website
Check backups, test options, licences and the important website journeys before planning an update.
Read the guideWhat would you
like to know?
These are the questions worth sorting out before handing over access or agreeing the work.
Can you help with a website someone else built?
Yes, I can assess an existing website. I need to check its platform, condition, licences and available access before confirming what I can take on. You do not have to agree to a rebuild to start that conversation.
Do you offer 24-hour emergency support?
Support hours, availability and response arrangements are agreed for the work. This enquiry route is not a 24-hour incident desk and does not promise an immediate response.
What will it cost?
I quote after understanding the issue, access and likely work. Any paid investigation is agreed first, including what you receive from it. Extra work needs your agreement. No VAT is currently charged.
Should I send login details with my enquiry?
Please start with the website address and a description of the problem. Leave out passwords, payment details and customer records. If access is needed, we agree a suitable way to provide it.
Can I keep my existing hosting?
That may be possible. Hosting, email and domain registration can be separate services. I check the current arrangement before recommending a move.
Can you move our business email to Microsoft 365?
Yes. Flying Penguin handles migrations from older IMAP mail servers to Microsoft 365 and Exchange Online. We assess the mailboxes, access, licences and switch-over first. Contacts, calendars, archives and shared mailboxes need their own scope checks.
You’ll be talking to me.
I ran my own businesses before building websites and tools for them. I’m based in Nottingham and Derby, working with businesses across the UK.
Start with a description. We agree access from there.