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NETSOL driving me nuts
Cannot change email address using CONTACT FORM
ThomasAJ




msg:686030
 12:01 am on May 9, 2002 (gmt 0)

I want to change my email address for a web site registered with Netsol.

I follow ALL their instructions to the letter, use their contact form, change the email address, they send an email to me, I send it back as requested, they send another email with a tracking number, and tell me to wait.

24 hours later I receive this -
*******************************
The contact shown below has previously been registered as a contact
with VeriSign. You can view the contact's record at our Web
site. From www.netsol.com:

1. Select WHOIS from the navigation bar
2. In the text box, type the contact's first and last name, choose
Name, then click Go!

If you are the contact and are trying to update or modify the
information we have on file for you, please complete and submit the
Contact Form to modify your record. Learn more about contact
registration and modification at
[goto.netsol.com...]

The easiest way to reach and complete the Contact Form is to use the
online tool we've created. From our home page at www.netsol.com:

1. Click on the Manage your Account tab
2. Choose Contact Manager from the navigation bar
3. Follow the online instructions

Best regards,
VeriSign, Inc.
[netsol.com...]
*******************************

Which basically tells me to do the same again.

So I did the same again and ended up with the same email above telling me to do the same again!

Anyone ideas.

Tom

 

MarkHutch




msg:686031
 12:29 am on May 9, 2002 (gmt 0)

I had to make changes on a domain with them where I didn't have the email address of record anymore. We sold it for a profit.. <s> All you need to do is fax them the change info with the NIC number of their reply and include either a copy of your drivers license, if it's owned personally or on company letter head if it's owned by a company. Took about 24 hours for them to complete the whole process. I hope this helps.

podawg




msg:686032
 7:54 am on May 9, 2002 (gmt 0)

Don't get me started on this.
I have been days trying to change my email.
MarkHutch is bang on .... contact them via phone/email, get the fax emailed to you, fill it out on your letterhead, fax it, wait.
That is what I was instructed to do as my registered email no longer works, however I called them up, explained the "urgency and hassle" that had occured, was fairly pleasant and everything was done over the phone for me within 45 minutes.

lazerzubb




msg:686033
 8:02 am on May 9, 2002 (gmt 0)

Call them.

ThomasAJ




msg:686034
 2:03 am on May 10, 2002 (gmt 0)

Thanks all. I'll give the fax a try.

Tom

CHC




msg:686035
 7:54 pm on May 14, 2002 (gmt 0)

Network Solutions run the most complicated and insecure registry in the World. There are obvious marketing reasons for making their system hard to use and especially to transfer domains out of.

Why on earth would anyone let them get away with it? "Oh go on then, you've messed me about so much I'm going to let you keep my busines! Signed A Simpleton."

Vote with your feet, don't let the ridiculously overpriced behemouths like NetSol and Netbenefit keep your custom. Go to OnlineNIC, OpenSRS or enom and pay a third or a quarter the price for much better service.

Pointerz




msg:686036
 11:25 am on May 15, 2002 (gmt 0)

NetSol has deployed a new Domain Account Management system. Unfortunately, they migrate your domain to the new account before they send you your password via snail mail.

One of our servers crashed on Sunday, due to the NetSol Domain Account migration, we were unable to use the domain templates to redirect the nameservers to new IP addresses. We had to fax an Authorization Letter on our letterhead to get the passwords reset. NetSol quotes a standard turn-around of 5-7 days to reset passwords. We were able to get a customer service supervisor to commit to bumping our reset up to a "Priority 1", due to our server crash ... but 24 hours later they still hadn't touched the fax.

We were able to finally able to get it resolved within a few minutes by calling the VeriSign HQ in Calif (650-961-7500).

In the 10+ years* we have had domains at NetSol, we never had an issue that required us to call them ... until 2 days ago.

*We got our 1st domain before they started charging for them.

It appears that too many "technology challenged" people were having problems figuring out how to use the Domain Templates.

One last note ... take care when you use the new DNS interface, if you are not careful you will transfer your domain to NetSol DNS.

Ranger




msg:686037
 4:23 am on May 18, 2002 (gmt 0)

My NetSol horror story & lesson:

Registered domain 5 years ago, and the original authorize email was long since gone. Finally decided to update it. Short version: it took 14 days 3 faxes and 2 phone calls (the last which took 1 hour and 15 minutes) to change one, simple, out-of-date email address.

The most hilarious part: I was asking to change the authorize email to one from the same domain name - webmaster@mydomain.com - and I still clearly owned and controlled mydomain.com! All my information was exactly the same. What a horrific system.

The lesson is, "call them and be persistent": also, understand that the person at the bottom most level WON'T be able to do anything for you beyond the basics. But if you persist and get to their supervisor, and deal reasonably and calmly with them, they will go out on a limb to help you.

Oh yeah - even the supervisor couldn't manually override things, although he tried - I had to go up two more levels to a priority service person to do that.

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