Fixes and issues - an update for members, September 2020

Hi everyone,

We want to say a huge thank you for your continued feedback and your patience since we upgraded the Community.

We have been escalating all issues that have been reported and we are listening to all of the feedback we’re receiving. It has been really helpful for us to understand how you feel the site is working and what we can do to improve.

We know the Community is a lifeline for many of our members and we know how important it is to be able to reach out to get support.

Below is an update on where we are with some of the issues on the site. If you have any questions about the below then please don’t hesitate to get in touch with us on

1. Email notifications temporarily disabled

Last week, we had to temporarily disable email notifications. This is because we had reports of email notifications being sent out multiple times to single users.

We are still investigating what caused our email notification to be sent out multiple times. However, we have now been able to re-enable email notifications. If you continue to have any problems receiving these, please do let us know.

2. Private Messages

We are aware that there are a few different issues when it comes to using Private Messages. These seem to be most present when using a small screen size.

We have identified a fix for some of these issues which will help with spacing on the page and should mean that PMs are easier to use.

This fix is in the form of something called a ‘burger’ menu. You can see how this looks below:

 Image of the Community homepage with a new menu icon circled in red

As of tomorrow, 29th September, this will be present across the whole site when using mobile.

All other PM issues are continuing to be investigated.

3. Being unable to upload images in certain groups

Some users are reporting that they cannot see an upload option in some groups when wanting to upload an image. We’ve included a screenshot below of what this looks like.

 Image of the upload an image screen. Image on the left has no 'upload' option. Image on the right has an 'upload' option. 


We believe this is related to a permissions issue. We have a suggested fix for this and we are going to test this in our testing environment. If this is successful, we will release this fix on to the site.

4. Reply button not fully responsive

Sometimes the reply button doesn’t work as it should – when users select ‘reply’ the text box does not appear. This issue is intermittent and has been difficult to investigate as we cannot always reproduce it.

We have had to refer this issue to another team for further investigations.

5. Time stamps are off

Time stamps are currently off by an hour – this is most noticeable when using PMs. This can be resolved by changing your personal settings. However, we are investigating a fix for this where we can make this change on a site-wide level. This means users won’t need to change their settings individually.

6. Groups list and friendship list – not displaying all items

This is an issue when users go to their profile and look at their groups, or their friends, and they cannot see all of their groups or friends.

It is still under investigation. We have a temporary workaround for this which means users need to scroll to the very bottom of the page and more friends will be loaded.

We hope the above is useful, and gives you some further information about where we are with some of these issues.

Please note this isn’t an exhaustive list of everything we’re working through. We will provide more information soon.

Best wishes,


  • So sorry for all spelling/word errors my daughter an English teacher wouldn’t be happy! X

  • I’m finding that I am have been having  a lot of duplicated posts over the last few days.  

  • Hi all,

    We just wanted to get in touch to say thank you for all your feedback. It is crucial in making further improvements to the site. 

    We also want to apologise for the time taken to respond to your comments, we are receiving a lot of enquires on the site and doing our best to get back to everyone. I would like to reassure you that the Community team appreciate you raising your concerns, and we will do what we can to help. Please continue to keep in touch with us if there is anything we can do to support you.

    If you are experiencing any technical issues, please reach out to the Community team by emailing or post a question in the Help Group. We aim to get back to you within 2 working days.

    You may also find it helpful to read through the current FAQ’s (frequently asked questions).

    Thank you again for your patience whilst we continue to work through some of the issues raised, and please let us know if there is anything further we can do to support you.

    Best wishes

    Macmillan Community Team

  • I have emailed community direct asking them to pay attention to this. Also to the maddening experience of spending quite a time drafting an informative supportive reply for a newbie only to have it wiped out by the 'you've gone offline' before I could submit it.


  • I'd like to add my voice to that. 

    I was faced with the same wording, I was quite shocked and don't know what set that off when I wrote a post. Was that sent to me in error? I went through my post with my wife beside me in bed!

    Very worrying if that's an error, it needs to be fixed.


    PS No one from admin has responded to the questions I asked in my post 3 days ago. I was not just complaining, I was sincere with my questions so please Ellen, Tom or someone else from admin listen and respond. 

    Thank you


  • Could you please introduce an opt out choice to the pop up about -'you've used a word... samaritans ' etc, I have no idea what item of my vocabulary trips this and I suppose this is the idea, but frankly it's just another annoyance. Yes, if I was experiencing domestic violence or suicidal ideation or something, I would reach out. One of my friends in the street is a Sam. and every toilet door has the local services posted on the back, which is excellent. But this just gets in the way of the mutually supportive use of the bladder cancer forum I come on here for. 


  • Frustratingly I have tried to amend some wording in my last post but when I click on more, I get 3 choices: delete, flag to moderator and cancel. 

    I want to edit the post! 


  • Hi Ellen

    This inquiry from me is only my thoughts and queries, no one has asked me to ask s particular question. I may be showing my ignorance in the computing world but I'm certainly not ignorant of computer sciences, I studied a course with the Open University in computers and how to use them, software, hardware and history. My final course for my BA was entitled "The environmental web". I'd like this to be an open question for the rest of the members here.

    I would like to know, if what was carried out in August was an upgrade, why there are so many problems. There is a series of different faults that affect some people but not others. Some have only one or two problems, some can't log in to have the chance of experiencing problems!  In my own case I had to get a new email address so that I could carry on communicating with the community. Before that, Tvman2 was born out of frustration. 

    Many members have communicated that MacMillan online community has bought a system and is trying to integrate it with the one that we used to have. I'd like to ask if this is true? Is this what constitutes an upgrade? There are more knowledgeable people than me who have suggested that.

    So what is the future for this upgrade? Do we limp from one catastrophe to the next, then go round again and again... At what point does someone stand up and say a terrible choice has been made? 

    I am one of the voices clamouring for success and hoping that this post will be in vain and number of fixes will be found over the weekend (as long as the fixers are working on a weekend lol). 

    I can't believe that there could be another group of people who have a site for support and be facing so many obstacles just to place a support post. I am also a member of the MDS support group and I can categorically state that their site runs as smoothly as a Rolls Royce. Despairingly, I'd compare this site to a Lada. Believe me I hate criticising this MacMillan site because there is so much good running through it and I am so sorry to do so. When I worked, my business relied upon loyalty to me and me alone but should I have given bad service I would have lost custom which would have hit me in the pocket. I'd love there to be a site we could all be proud of and in a way that is true, but it is the members that we are proud of. It's just the medium to convey that support and pride that is at fault. I can't see the point of wanting to post support when as last week I struggled 14 times to post and on the 15th occasion I was successful. It's just a total waste of time sometimes and really we could open up a WhatsApp group and do better there. 

    I'm one of the members who is considering throwing in the towel and unless there is a dramatic improvement I am going to have to. It has gone on too long. 

    I'd like you Ellen, or Tom or whoever to answer the questions at the beginning of this message and be open and truthful. We're in the dark. I appreciate the efforts that you have put into explaining some aspects but really there's too much we don't know and a few answers and explanations would be most welcome and appreciated.

    Thank you


  •  ,

    Hello Margaret

    Thank you so much for commenting here, the Tech team are currently looking at all the issues with uploading image. We'll let you know if we need any further information.

    Thanks so much for your help.

  • Hi Ellen

    Thank you once again for the update. You must be really fed up with the problems and you must feel that you are under attack much of the time. How long has this been going on for? For me, I am disappointed that still there are the same issues with the site. I am still receiving multiple notifications that a member has sent a new post to the Room, yesterday I received 3 notifications for a new post which turned out to be one from the 16th September. That particular post has been notified to me almost daily since then, yet I am not being notified of new, properly new, posts in that thread.

    It's only when I go to the discussions page that I find some, but not all. Now, if it had not been explained to me a month or so ago, I wouldn't even know that there were new posts at all. There were times when I thought no one was posting at all! Why can't there be the word "discussions"  as in the old site, that we could click on. Surely everyone likes a simplified way to find discussions, not the current method which really is nonsensical.

    That's enough for now. Now to actually post this on the site! I'm concerned because as I'm writing this email, the message at the top of this comment box states 0 members are here!


  • Hi Ellen thanks for info with regard image upload on my iPad and mobile it is a icon after paragraph ,which when you click option appear.

    Again it will be there one minute then disappear not to reappear for days 


    Options showing .


  • Hi , we're making these changes now and you'll see the burger menu shortly.

    Best wishes,


  • I’ve just logged in and see no ‘burger menu’ on my phone.....

  • Thankyou for the update, for all the work you have done and continue to do, but mostly thankyou for being here and providing a place for us all meet.