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Domain Renewal - now taken by Tucows
Tucows took my domain
kaelin




msg:3631662
 6:05 pm on Apr 21, 2008 (gmt 0)

I renewed 4 domains on the same day

All went along fine until I came in this morning to find that when I checked my email for that it errored out.

Much to my surprise, and by checking my logs I see that sometime this morning that my names are now a part of this:
Portfolio Admin
Tucows Inc.
--------------------
I've spent over an hour on hold - I've submitted support tickets - to say I am angry doesn't even begin to cover it - the other two are fine - still registered to me - The website was working as of Friday - I have my proofs of renewal - Does anyone have any suggestions - I have been with IYD for years and have my own registration account - it was bought by tucows and I've had no other problems - but I am most definitely going to be looking for someone new to move my 100+ domains for myself and my clients too.

I appreciate any input...I'm just in shock...it's bad enough the way things go with domains these days without being stolen by your own registrar.

[edited by: engine at 6:10 pm (utc) on April 21, 2008]
[edit reason] No specific names, thanks. [/edit]

 

kaelin




msg:3631674
 6:24 pm on Apr 21, 2008 (gmt 0)

Sorry - I just realized that and was coming back to edit it - I'm so mad - I'm very careful and have been in this business for 11 years - I apologize for not reading more carefully - no excuse.

pageoneresults




msg:3631680
 6:40 pm on Apr 21, 2008 (gmt 0)

I appreciate any input...I'm just in shock...it's bad enough the way things go with domains these days without being stolen by your own registrar.

I believe what you are seeing is the normal process of when a domain expires. Tucows (previously IYD) will hold that domain for a certain period and allow "you" to re-register. Unfortunately you are now in the expiration phase and I believe there is a nominal fee to re-register once it expires.

I've been with IYD since the beginning. Since the purchase by Tucows, I've not seen any change whatsoever other than the damn CC security features that prevent me from doing back to back registrations when I succumb to my domain buying impulses... ;)

kaelin




msg:3631695
 7:02 pm on Apr 21, 2008 (gmt 0)

I already paid for the re-registration. I paid for 4 domain renewals on the same day. Up until yesterday they were all on my server and my website was showing up (I checked my logs on my server and have the proof I was still receiving the traffic). They took it AFTER the domain was already renewed. The other two domains are still there with no problems -

There is one domain in there that I let expire in February and have no plans to renew it - and it is still there under "redemption" status for the 100.00. This one shows up no where. I have the receipt and the approval from my renewal payment.

It does NOT show up as redemption status. Nor did it show up under redemption status at the time I renewed it - they were all 4 still within the renewal period.

pageoneresults




msg:3631697
 7:06 pm on Apr 21, 2008 (gmt 0)

They took it AFTER the domain was already renewed.

I'm not too certain "they" would "take" anything. How about we wait until you hear back from their support department in regards to the issue. I mean, Registrars just don't "up and take" your domain from you unless there is something else going on that we are not fully aware of. ;)

IYD support usually responds within 24 hours. Nothing yet?

[edited by: pageoneresults at 7:18 pm (utc) on April 21, 2008]

Laker




msg:3631698
 7:08 pm on Apr 21, 2008 (gmt 0)

Kaelin - welcome to WebMaster World!

Hopefully your problems will be resolved in short order!

What did they say to you when you called them?
(assuming you did get through)

Laker




msg:3631703
 7:19 pm on Apr 21, 2008 (gmt 0)

Registrars just don't "up and take" your domain from you unless there is something else going on that we are not fully aware of. ;)

I've found active domains of mine that were moved to a registrar's "private holding" account.

When I called them they said the domains had been moved to their partner SnapNames account "in error".

Had I not "stumbled upon" this "error" in a timely manner, I have little doubt I would have wound up fighting a gut-wrenching "losing my domain name" fight.

It is resource consuming to maintain vigilance over registrar errors.

pageoneresults




msg:3631707
 7:23 pm on Apr 21, 2008 (gmt 0)

It is resource consuming to maintain vigilance over registrar errors.

That's a scary thought. Again, I've been with IYD since they started which I believe was in the late 90s. In that entire time, it has been a "worry free" experience with over 1,000 domains registered.

I was concerned with the Tucows buyout. But, after a couple of months and no major changes to how I manage my domains, I feel confident that I'm in good hands. Or I did...

I sure hope that hasn't changed?

kaelin




msg:3631866
 11:52 pm on Apr 21, 2008 (gmt 0)

After having spent over 4 hours on hold with the customer service number today, there is still not resolution, nor answer to my ticket. I've written the email address on file as well that IS a tucows email address in the hope that I will receive a response, although I'm not hopefully as it is exposed on the whois.

Will let you know the outcome which will hopefully end tomorrow without further issue.

trader




msg:3632042
 6:52 am on Apr 22, 2008 (gmt 0)

Wow, did you know that 4-hours on hold call was to Canada and could be quite costly per minute?

I believe Tucows resisted doing this until recently but like so many others they finally jumped on that bandwagon. Can you imagine how upset the registrars secretly are because they did not start grabbing their client expired names until fairly recently!

Over the years they could have got so many valuable names free if they were doing this at the time, especially in view of the fact there were far more valuable expirations vs now, both in quantity and quality. i.e. AC.ORG dropped a few years ago and was cancelled by the registry as are all 2 letter org expires. I am sure that registrar is now keeping the names but was not doing it then.

I believe ICANN should have a rule saying the registrars can not do it because it is an obvious conflict of interest.

kaelin




msg:3632410
 3:38 pm on Apr 22, 2008 (gmt 0)

It says US number - 866 - so not sure - I know that as of this morning (almost 24 hours) my ticket has still not been updated. I also notice that after writing the email address of record "now" on my domain - that the expiration date has been extended an additional year overnight - yesterday it was 2009 - now it's 2010.

Still no refund either from a domain that I paid a transfer on that registrar.com talked my clients into "keeping" with them after the fact...so there was never an actual transfer. This has never been an issue before during all my years with IYD - while I haven't had to do it often, it has always been an easy fix in the past - this I've been waiting on since February.

trader




msg:3632685
 8:46 pm on Apr 22, 2008 (gmt 0)

Good thing you called their toll free 866 number. A 4 hr paid call to Canada for me is 35c-minute or $84.00.

It's odd why you were on hold so long because I always had excellent experiences with OpenSRS support and fast phone calls.

kaelin




msg:3632724
 9:56 pm on Apr 22, 2008 (gmt 0)

Still no reply - the number I'm calling is the one that is now domaindirect that seems to be handling directi, iyd & net identity.
This is the numbers it shows me:
Customer Service Hours:
Mon to Fri 8am-8pm EST
North America: 1-866-337-8633
Int'l: +1.800.371.69922 x2050
Local: 416-531-2084

I tried again today - but am trying to finish building 2 websites - and just don't have the time to sit on hold.

As of 4:53 p.m. CST - still no response to my ticket. No response from Tucows directly. I would really love advice on how to proceed. This domain is very important - and I have a show coming up this weekend for the products I sell and this is an important part of it because it directs people to my sales site & my recipes etc -- there has GOT to be something or somewhere I can get to - for someone to listen instead of just putting me on ignore.

trader




msg:3632787
 12:27 am on Apr 23, 2008 (gmt 0)

Maybe I am missing something but I thought the name was reg'd with Tucows/OpenSRS but now you indicate either DomainDirect, IYD, DirectI & NetIdentity? Why so many different registrar names involved? What does WHOIS show as the correct registrar?

They could be OpenSRS resellers which could account for OpenSRS not helping you themselves as I believe the customers are required to deal with the resellers for support issues from what I recall when I was an OpenSRS reseller myself.

kaelin




msg:3632792
 12:43 am on Apr 23, 2008 (gmt 0)

I have been an IYD affiliate/seller for many years. The domain was registered in and renewed in my IYD account.

IYD was bought by Tucows.
When I go to IYD's website to contact customer support - it takes me to an interface that has the logos for each of the 3 listed registrars "DomainDirect, IYD, & NetIdentity"
[iyd.com...]
redirects to:
https://help.domaindirect.com/

It SHOULD and did say:
Registration provider: My Company dot com because I'm an affiliate partner
when I do the whois through my telnet - the process is:
[Querying whois.internic.net]
[Redirected to whois.itsyourdomain.com]
[Querying whois.itsyourdomain.com]
[whois.itsyourdomain.com]
----------------------------
but the other now says:
Registration provider: ItsYourDomain.com
and registrant as:
Registrant
Portfolio Admin
Tucows Inc.
iydportfolio@tucows.com
96 Mowat Ave
Toronto, ON M6K3M1 CA
--------------------------------

davezan




msg:3632814
 1:53 am on Apr 23, 2008 (gmt 0)

Kaelin, IYD's contract says (or said if it's changed by now) they don't give any
grace periods for expired domain names. Are you able to confirm if that is still
the case or it's been changed ever since the acquisition?

David

Laker




msg:3632901
 3:33 am on Apr 23, 2008 (gmt 0)

You wrote:
I renewed 4 domains on the same day

All went along fine until I came in this morning to find that when I checked my email for that it errored out.

Much to my surprise, and by checking my logs I see that sometime this morning that my names are now a part of this ...

You later wrote:
This has never been an issue before during all my years with IYD - while I haven't had to do it often, it has always been an easy fix in the past - this I've been waiting on since February.

It's unclear to me if this is a recent problem, or something that has been ongoing for two months.

kaelin




msg:3633225
 2:20 pm on Apr 23, 2008 (gmt 0)

Received this am from tucows support:

I am incredibly sorry about this unfortunate situation.. I am going to move the domains back to you as you most definitely did pay the renewal fee on them. I am still not sure why the parking service saw them as being expired. I will of course dig further into this situation. I believe that this may be due to a whois output error and will attempt to get this situation fixed as soon as possible. In order to facilitate a quicker move could you please let me know what the Name servers should be on the domain and as well what the contact info should be. Is there a standard registrant NIC and contact NIC that you use?

Laker




msg:3633254
 2:58 pm on Apr 23, 2008 (gmt 0)

That is good news indeed!

It's unfortunate that you had to endure the gut-wrenching experience. Time never moves fast enough when one is on the waiting end of something like this.

It would be nice if they let you know what they found out after they "dig further". A "whois output error" sounds like a euphemism to me.

kaelin




msg:3633262
 3:07 pm on Apr 23, 2008 (gmt 0)

Honestly - fighting through all of the hackers who are constantly conniving a new way to get into our servers and spew forth their spam I thought was the worst. We are very diligent but about a month ago, so very very old program that an client has had on there for years got hacked with an IRC bot - talk about a nightmare - THIS was worse...hopefully it will be only the usual crises from now on :)

Thanks for allowing the venting & frustration - and be diligent - this is one of those "I never thought it would happen to me" stories :)

pageoneresults




msg:3633280
 3:18 pm on Apr 23, 2008 (gmt 0)

I'm glad to hear things worked out too, cool!

I renewed 4 domains on the same day.

How close to the domain expiration were you when renewing the domain that fell into their hands?

trader




msg:3633292
 3:23 pm on Apr 23, 2008 (gmt 0)

I believe some 2nd-rate registrars are hoping you do not renew on time so they can keep the names for their own parking revenue or for resale.

kaelin




msg:3633303
 3:40 pm on Apr 23, 2008 (gmt 0)

You later wrote:
This has never been an issue before during all my years with IYD - while I haven't had to do it often, it has always been an easy fix in the past - this I've been waiting on since February.

It's unclear to me if this is a recent problem, or something that has been ongoing for two months.

Two separate problems - the portion of the paragraph right before "this has never been an issue" dealt with the attempt to get a refund on a domain name I paid for that was never transferred from the other registrar (because the registrar "talked" them into staying) -- Now that this is resolved I'll keep working on that one - I'm less concerned as I feel like that has just fallen through the cracks in the transition.

I will say that tucows support wrote and referred me to use the system that is bundled together with domaindirect - (and still no answers since Monday on those actual tickets I opened) - I wrote them back with the two ticket numbers and let them know that they were NOT being answered and let them know of the hold time issues - hopefully that will change things ASAP there!

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