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Network Solutions Blocking our Website
Our E-Mail service website serving over 2 million users is blocked ... help
Wael_Ghonim




msg:694856
 1:01 am on Apr 5, 2005 (gmt 0)
Hi,

I'm inquiring if anyone of you faced such situation with Network Solutions before. We operate an e-mail service serving over 2,600,000 users, and our domain name was blocked today by Network Solutions without any notice. We contacted their support but they wouldn't let us know the problem and they asked us to send a fax to the legal department to inquire about the problem and they will reply within 48 hours!

I appreciate if anyone has an experience in dealing with such issue and how can we speed up the process of getting our domain functioning properly.

Thanks

 

Trunk Monkey




msg:694857
 3:02 am on Apr 5, 2005 (gmt 0)

It sounds pretty straight forward....a SPAM issue.

ISP's and Network Solutions itself are sometimes contacted and sites removed from DNS or even shut down for email spamming. Assuming your email lists are legit and follow rules and regulations...

....you might have had your email servers hijacked and not even realize it.

I assume you run these servers "in-house".
They could be spamming the heck out of people.
Do you have any tools monitoring your servers and it's logs for trojans, hijackings and redirectings..etc...etc?
Just some ideas to think about.

Wael_Ghonim




msg:694858
 11:11 pm on Apr 15, 2005 (gmt 0)

After suffering for over 18 hours of continous followup and non sleep, our laywer in the states had finally managed to reach someone from the legal department in Network solutions.

The reason they blocked our domain, is that they tried to contact our CEO by phone but the phone was not working and he didnt answer one of their emails as he is currently out of country.

Network solutions real problem is that they are very very slow in response. They caused damage to our image as we are operating an email service that was down for 18 hours.

OCSupertones




msg:694859
 11:14 pm on Apr 15, 2005 (gmt 0)

why did they need to contact him?

Wael_Ghonim




msg:694860
 10:13 am on Apr 16, 2005 (gmt 0)

They are following the new regulations by ICANN, as all domain owners are requested to put valid contact information when registring any domain name.

I believe that they started doing this process randomly on many domains.

I personally dont have a problem with this procedure, but I have a problem with the way they apply their rules, as they could have allowed the return of the domain once the owner contacts them, however they said: "There is a legal issue regarding this domain and we are not allowed to provide any information. Please send a fax to the legal department and wait for a reply within 48 hours"!

rsequin




msg:694861
 3:21 am on Apr 17, 2005 (gmt 0)

Get away from Network Problems...I mean Network Solutions. They are terrible. Go to godaddy or enom.

davezan




msg:694862
 2:42 pm on Apr 19, 2005 (gmt 0)

They are following the new regulations by ICANN, as all domain owners are requested to put valid contact information when registring any domain name.

I believe that they started doing this process randomly on many domains.

That means either someone called them or they got an ICANN report saying your domain name's
WHOIS contact information is invalid. They tried to contact whoever was listed but didn't get
a prompt response, thus the shut down.

I personally dont have a problem with this procedure, but I have a problem with the way they apply their rules, as they could have allowed the return of the domain once the owner contacts them, however they said: "There is a legal issue regarding this domain and we are not allowed to provide any information. Please send a fax to the legal department and wait for a reply within 48 hours"!

Was that response from their legal team or their customer support? It looks more like the latter.

Wael_Ghonim




msg:694863
 7:49 am on Apr 20, 2005 (gmt 0)

We contacted the customer support 3 or 4 times trying to get a phone number of the legal department to speed up the process of unblocking the domain. They only provided us with a fax number and explained that they normally reply within 48 hours. We had to hire an American laywer (we are not based in the states), in order to deal with the legal department.

One thing that was extremly weird, is that the customer support wouldn't let us know the reason for blocking the domain although its simple (we thought that there would be a huge issue and we started planning alternatives to the domain name ...etc), then after all these hours our laywer knew from legal department that its a contact information issue!

davezan




msg:694864
 1:15 pm on Apr 20, 2005 (gmt 0)

Just as I thought. I'm guessing that NetSol treats that invalid WHOIS thingie as a "legal" issue.

It's hardly a good idea for their customer support (or anyone's for that matter) to deal with legal
issues, so they let their legal group handle it.

paleolith




msg:694865
 2:50 pm on Apr 20, 2005 (gmt 0)

On a scale of 1 to 10, most people rate NSI's customer service around -3. Not only useless but actively obstructive. It's a major reason that NSI lost their monopoly so soon.

Get off Network Solutions NOW, before you have another problem. And hope you don't have any trouble moving your registration.

Others have given good recommendations on alternatives. I'll add easydns.com -- they aren't the cheapest but they have excellent support and customer service and are one of the easiest to use. If you have a lot of domains and plenty of technical knowledge, then you may prefer one of the cheaper ones. OTOH, the fact that you had out of date contact information on a registration implies that you have better things to do with your time and might be better off with a registrar which doesn't require that you spend as much time just dealing with domain registration; easyDNS is good for that.

Edward

GaryK




msg:694866
 3:11 pm on Apr 20, 2005 (gmt 0)

How the heck can this be blamed on NS?

The person who owns the domain had false, misleading or out of date contact information. NS tried to contact the person, got no reply, so they took the only option they had available to them which was to suspend the domain name.

I run a forum and when a member doesn't reply to me I put them in read-only mode. I always get a prompt reply when that happens. What NS did really isn't any different than what I do. They forced you to deal with the situation.

As for the faxing issue, at a minimum a fax establishes some legitimacy on your part. Also, if you think NS is expensive now imagine how much more they'd have to charge to staff their legal department with people who are competent and qualified to answer legal questions on the telephone.

paleolith




msg:694867
 3:38 pm on Apr 20, 2005 (gmt 0)

Gary,

I assume you've never had to deal with NSI customer disservice. They really are amazingly bad. Yes, it's important to keep good contact information on your domain registration, and this is the registrant's responsibility. But dealing with NSI to fix problems is just incredibly difficult. They wouldn't be in business for five minutes if they hadn't built up a huge customer base while they had the monopoly on this service.

Edward

GaryK




msg:694868
 4:18 pm on Apr 20, 2005 (gmt 0)

Edward,

I agree that not everyone will have the same opinion of the same company.

Just because I've had nothing but good service from NS since the very beginning doesn't make them a perfect company. And just because you may have had nothing but bad service from NS doesn't mean they're a bad company.

We each have different needs and expectations. Mine have been met by NS. I'm sorry yours have not been met by them.

At least we seem to agree on the core issue of this thread. It's the customer's responsibility to remain in compliance with ICANN's rules. :)

tedster




msg:694869
 4:55 pm on Apr 20, 2005 (gmt 0)

I agree - in the past I had a good bit of frustration whenever I had to deal with NetSol customer service. But recently I needed to work out a complex issue that came up for a client - so I gritted my teeth and made the call. But I found a very different experience - competence, clarity and real service from the several reps I dealt with in order to straighten things out.

Any big compay has a challenger to train and maintain their customer service staff. I think NetSol has been working harder at it. They have not been deaf to the bad reputation they were accumulating in past years.

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