Has anyone else found that some images that were present in this collection prior to the update are now gone? For example I had downloaded the image for the marriage between Charles Rix and Annie Atkins 1913 but it is no longer live on Ancestry. There appear to be large blocks of images missing. Does anyone else have such examples?
I spent over an hour on the phone to Ancestry this evening reporting this issue. The advice was to email
customersolutions@ancestry.com attaching full page examples. I did just that and received this surprising reply.
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Dear xxxxxxxxxx
Thank you for contacting Ancestry in regards to missing images.
We apologise for any confusion this has caused. Ancestry does not own these records. We have an agreement with the owners of the records to display this information on our site. When the agreement is over, we negotiate with them again to have access to the record. Sometimes they will not allow us to have the same access to the records in the new agreement. At this time we no longer have access to the images of these records. Most records give you the opportunity to download the record to your computer. If you do this, if the agreement is changed, you will still have access to the record on your computer. To do this when you are looking at the record click "save" and "save to your computer."
If you need additional assistance, reply to this email or feel free to contact us by phone at 0-800-404-9723 from 9 AM to 10 PM GMT, Monday through Friday or from 9 AM - 8 PM GMT, Saturday and Sunday. If you're calling from outside of the UK, please click here for numbers and hours in your region.
Kind regards,
Susan
Customer Solutions Associate
Ancestry
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Trevor Rix