topic Re: Domain transfer from Plusnet - help please. in Everything else

Domain transfer from Plusnet - help please.

billedwards — Fri, 24 Sep 2021 13:27:16 GMT

Hi, hoping that someone who knows about these things can help (@Gandalf @bobpullen - apologies for the direct contact but am struggling to get any traction or even an update and I see that you've both successfully helped others with domain transfer problems). I requested a transfer out of the domain edwardsit.co.uk from IPStag FORCE9 to UK2NET 14 days ago (original question ref: 217829003). That request was routed to the NetOPS team apparently. I called the support desk after a week and a couple of times since. Each time, they can't provide me with an update as it is locked to the original support agent, so they open a new question and apologise for the delay.

Please could someone take a look at this and advise if the original request is with the right team at least - I understand from other posts that this should take about 3 days end to end.

Thanks in advance, Bill

Re: Domain transfer from Plusnet - help please.

Gandalf — Fri, 24 Sep 2021 13:41:09 GMT

Thanks for your post @billedwards and welcome to our Community Forums.

I'm really sorry to see we've not transferred your domain out to your new provider yet. From what I can see the agent who originally raised a task with the relevant team hadn't included the correct details so the request couldn't be actioned, so I've arranged for feedback to be passed on regarding this.

I've now raised the request again and I'll ensure your domain is transferred as soon as possible.

This should be within 3 working days at the latest.

Re: Domain transfer from Plusnet - help please.

billedwards — Fri, 24 Sep 2021 13:44:30 GMT

@Gandalf Fantastic - thank you so much. I had a feeling something had perhaps gone wrong with the original request.

Re: Domain transfer from Plusnet - help please.

billedwards — Fri, 24 Sep 2021 14:29:08 GMT

Less than an hour and the change is made - thanks again

Re: Domain transfer from Plusnet - help please.

Gandalf — Fri, 24 Sep 2021 14:41:25 GMT

Awesome! No problem @billedwards

Really sorry again for how long we've taken since you've first asked us to make the change.

Let me know if there's ever anything else you'd need help with.

Re: Domain transfer from Plusnet - help please.

Simtech — Tue, 09 Nov 2021 16:41:43 GMT

Trying to find away to contact someone about moving our domain and was advised to post on here? I need to move my domain out from plus net, can someone help?

Re: Domain transfer from Plusnet - help please.

LaurenB — Tue, 09 Nov 2021 19:30:32 GMT

Hiya @Simtech, thanks for getting in touch. We can certainly assist with this for you!

I have created a ticket here: https://www.plus.net/wizard/?p=view_question&id=219480537 if you can please just reply on the ticket with the requested details (and give us a nudge on here once done) we will get that picked up and the request raised for you.

Re: Domain transfer from Plusnet - help please.

Simtech — Wed, 10 Nov 2021 12:15:55 GMT

Having major issues with PN emails since i requested this.

I have put a couple of notes on the ticket and need it to be actioned and instigated now if possible ASAP please?

Re: Domain transfer from Plusnet - help please.

LaurenB — Wed, 10 Nov 2021 16:20:09 GMT

Hiya @Simtech,

Some customers are unable to access their Plusnet email at the moment. We’ve identified what’s causing this, and we’re working to fix this as quickly as possible. We’re sorry for the inconvenience caused. Some of this work will be competed overnight, to avoid any additional disruption, and we expect affected customers to be able to access their Plusnet email account by tomorrow morning.

Plusnet broadband and mobile services are not affected.

Re: Domain transfer from Plusnet - help please.

Simtech — Wed, 10 Nov 2021 16:28:11 GMT

Hi Lauren

Thank you i had spoken to someone by phone this morning and had already been advised of this as well.

Re: Domain transfer from Plusnet - help please.

adam945 — Wed, 10 Nov 2021 19:07:06 GMT

Ah fair enough @Simtech

We're hoping to have it sorted by tomorrow.

Re: Domain transfer from Plusnet - help please.

Simtech — Thu, 11 Nov 2021 09:56:41 GMT

Do you know when the nameserver change is likely to take place?

Re: Domain transfer from Plusnet - help please.

adam945 — Thu, 11 Nov 2021 13:13:44 GMT

Hello @Simtech

Thanks a lot for reaching out again. As per @LaurenB 's email, we ideally need the IPS tag of your new host in order to initiate the domain transfer. Please give us a nudger on here once you've updated the Ticket with the IPS tag, we'll then get this raised to our NetOps team to process the domain transfer out.

Re: Domain transfer from Plusnet - help please.

Simtech — Thu, 11 Nov 2021 13:51:29 GMT

I need the MX record transferred first in order to maintain our email, i did put the Nameservers for them to be changed to on the support ticket already?

Re: Domain transfer from Plusnet - help please.

Simtech — Thu, 11 Nov 2021 16:06:07 GMT

Comment added to the ticket re the MX record change

Re: Domain transfer from Plusnet - help please.

Gandalf — Thu, 11 Nov 2021 20:19:35 GMT

Thanks for getting back to us @Simtech

I think there may be a little confusion with how domain transfers work.

You'll need to change the nameserver from your new host's side, all we'd do is point the domain to your new registrar.

For us to point it we'll need the IPSTAG. Can you add this to the ticket? We'll then let you know once we've actioned it and when you've updated the nameservers, it can take between 4 to 24 hours for DNS to propagate the changes.

Re: Domain transfer from Plusnet - help please.

Simtech — Fri, 12 Nov 2021 09:06:39 GMT

I think there is a major confusion all round.

First of all I was advised incorrectly that i should move my domain away from PN but subsequently I have found out that all i need to do is to move my email to new provider.

So basically all I want to do at present now is to transfer my email to another provider and i thought all you had to do was change the MX record accordingly or i have i got that wrong?

Would it be best to start a new post, than continue with one?

Re: Domain transfer from Plusnet - help please.

Anoush — Fri, 12 Nov 2021 09:40:52 GMT

No problem @Simtech feel free to carry on this post.

Yeah in theory that should be possible. We’d still be the registrar for your domain, and you’d host it elsewhere.

We wouldn’t change the MX records ourselves. Only the provider who plans to host the domain can do this.

That’ll depend on if your new host will allow a third party provider to register, as some like to register and host.

For example, I know for Madasafish accounts we manage we have to be the registrar and the host.

Personally if you’re getting another provider to host, I would also ask them to take full control and be the registrar (or find a different provider to be a registrar) because our domain services are legacy and we’d struggle to provide the technical support you may need if something should go wrong. Ultimately you may have a better experience with a provider who specialises in domains.

Let me know if that doesn’t make sense though or if you’ve got further queries.

Re: Domain transfer from Plusnet - help please.

Simtech — Fri, 12 Nov 2021 12:01:07 GMT

Okay i think its best now of us to bite the bullet and go for it with the domain transfer.

I have updated the ticket with the IPS tag as requested.

Re: Domain transfer from Plusnet - help please.

Gandalf — Fri, 12 Nov 2021 15:07:23 GMT

Thanks @Simtech

We've done that now.

We'll leave your domain in our domain control system until you've changed the nameservers over to your new host, so that your domain doesn't stop working during what's likely to be a working day for you. Once you've changed the nameservers let us know so we can update things our side and remove your domain from your account.