Account suspension - Github's slow response

[Warning39]

Select Topic Area

General

Body

Hi

I'm posting this message from a friend's PC and account since my Github account was suspended 10 day ago, with absolutely no reason or communication from Github. I logged a reinstatement support request (#3071653), but in 10 days I haven't received any feedback from Github.

I've been a paying customer of Github since 2011 and this is very poor service from Github.

Before posting here I did a search of this group regarding reinstatement requests, and it's pretty depressing reading, lots of other users with the same experience, i.e. no reason given for the suspension and then radio silence to the reinstatement support request for weeks and sometimes months!

I saw a number of responses along these lines:

https://github.com/orgs/community/discussions/142421#discussioncomment-11032919

This community is managed by GitHub employees, but it is not a support forum. The only place to go for answers to account-specific questions like this one is opening a ticket on our Support page.

@queenofcorgis the reason we end up posting here is because we do try the support ticket approach first, but as you can see often users don't get a response for weeks or more.

Although Github employees managing this forum can't directly escalate tickets mentioned, surely they can pass on the frustration of Github customers?

It will be answered in the order it was received based on our team's resources and the amount of tickets ahead of yours.

If it's taking weeks and sometimes months to simply generate an initial response then I'd like to think that the Github employees managing this forum will pass on/reinforce the obvious that the team handling these reinstatement tickets is very under-resourced. And/or I'm guessing some automated Github tools are possibly generating too many false positives that they can't handle in a timely manner? Especially for paying customers.

Lastly, surely whether it's an automated tool and/or a human that is initiating the account suspension, the affected Github user should receive an email with the reason at the same time?

Regards

[Warning39]

It's now been just over 3 weeks since I logged a support request (#3071653) and still no feedback from Github at all. It's also been just over 2 weeks since I posted the message above and no response from any @github-staff.