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Host not renewing domain and not responding to support requests

Any advice

     
6:16 am on Oct 21, 2017 (gmt 0)

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I "renewed" a domain with my host and paid for it but nothing has happened. I was late renewing it and it is showing as expired and about to go into redemption, I raised a support ticket 5 days ago but no response. I have also raised another ticket and sent emails without response.

I "renewed" 2 other domains at the same time which had not expired but will soon. Again, although the next renewal date is shown as next year, they are still shown as about to expire. One of the latter 2 is also used as my email.

I use this host for the domains only, having previously moved web hosting elsewhere.

Does anyone have any advice for me?
10:42 am on Oct 21, 2017 (gmt 0)

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Do they not have a control panel to manage domains?

If they don't how far are they from where you live - paying the office a visit in person might be a good plan.
11:32 am on Oct 21, 2017 (gmt 0)

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Once it went past the renew date, I did not have access to manage the domain.

I am in Spain and they are in the UK, possibly Wales. My problem is with the domain provider. I am hoping to make direct contact with domain registrar (I wasnt fully aware of who was who and how they connect together) who are also in Wales.

Interestingly the domain registrar state on their website that they do not allow visitors to their site.
12:00 pm on Oct 21, 2017 (gmt 0)

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Doing a Google search on the address of my domain provider, it looks like the property is for rent!
12:56 pm on Oct 21, 2017 (gmt 0)

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When handling matters of significant (domain) importance a) I employ a "phone first" approach; b) I employ a "keep moving up the food chain" (up the management ladder) approach; c) I follow up phone calls with emails, preferably to the personal email account of the person I just spoke with; d) I will resort to faxes, when #s are available, as nothing quite emphasizes the "this IS IMPORTANT" to me message as . . a piece of paper (I will also use FedEx).

If the domain was sold by a reseller I'd move up the food chain to the "parent company", engaging in direct dialogue ASAP.

It's business so you have to start with the assumption that someone wants to take your money and that people higher up the food chain will chastise those down the food chain for "not taking the money" (making a customer happy . . by taking their money).

Lastly, but certainly not least, there are times that hitting social media with the right hashtag or the right @blahblah can get someone's attention.

Good luck and keep us posted.

[edited by: Webwork at 3:17 am (utc) on Oct 22, 2017]

4:11 pm on Oct 21, 2017 (gmt 0)

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If you are talking about .uk domain names and cannot get any joy out of the domain provider then you can escalate the issue to Nominet.

Also if you cannot contact the company at all you can check them at Companies House [beta.companieshouse.gov.uk...] - this may tell you if they have gone into receivership. In this case you may be able to contact the appointed receiver.
4:36 pm on Oct 21, 2017 (gmt 0)

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Thank you for your replies
The company is still listed as active.
They all .com

This morning I contacted the registrar for the most immediate problem domain which had gone offline this morning 28 days after its expiry.

However this afternoon, that domain is up and running, shows an expiry date in 11 months time, and I have been able to update contact info.
A second domain is also showing as renewed, but not the third, which expires today.

Still no contact from the companies support though, 6 days after rasing an urgent ticket.
9:41 pm on Oct 21, 2017 (gmt 0)

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I would immediately begin the process of transferring your domains to a more reliable registrar before they come up for renewal again.
 

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