topic Another Customer With Domain Renewal Problems in Everything else

Another Customer With Domain Renewal Problems

Bauhaus100 — Sat, 29 Jan 2022 09:30:17 GMT

Morning all,

In late December, Nominet informed me that my domain was due to expire as it hadn't been renewed by Plusnet. I called the servicedesk logged the details and was given a ticket reference.

Since then, despite several phone calls to chase progress, the renewal still hasn't been done. It is now over 4 weeks since my initial call and Nominet have just emailed to tell me that the domain expires on Monday.

My call to the desk this morning was frustrating to say the least. Although the agent agreed it was now an urgent issue, "the back office team aren't in until Monday".

Can I assume that if it's not fixed by Monday evening, all emails into my domain will cease?

I used to tell friends and family how great Plusnet were. A combination of how this issues has been handled, the email outage late last year and their lack of FTTP (which I already have through BT) leads me to believe that they are nowhere near as good as they once were.

Re: Another Customer With Domain Renewal Problems

Penny — Sat, 29 Jan 2022 15:06:18 GMT

Superuser escalation

This topic has been escalated by one of the Superusers.

Re: Another Customer With Domain Renewal Problems

adam945 — Sun, 30 Jan 2022 11:36:45 GMT

Thanks a lot for getting in touch @Bauhaus100

Please accept our apologies, as it appears as though the two tasks we've raised to our NetOps Team to get this sorted were raised incorrectly, and were therefore rejected. I've re-raised them now, and will let you know once I hear back from them, it should take around 3 working days.

Re: Another Customer With Domain Renewal Problems

Bauhaus100 — Sun, 30 Jan 2022 12:22:19 GMT

Thanks for the reply Adam but that's now the third time I've been given that excuse. There's clearly a systemic issue with your ticketing application as, from reading other posts on the same topic, I'm not the only customer to whom this has happened.

My domain registration runs out at midnight tomorrow which, according to Nominet (see below) means that email addresses using the domain will not longer work. I have been trying for around a month to sort this out yet here we are with a day to go and we're no further forward.

How can I have confidence that Plusnet will resolve this before midnight tomorrow and that I won't be faced with exactly the same problem in 12 month's time?

Your domain name (website address): xxxxxxxx.org.uk has expired and will be suspended in the next 7 days unless it is renewed. 
  
If your domain name is suspended, any associated services including websites and related email addresses will no longer work.

Re: Another Customer With Domain Renewal Problems

adam945 — Sun, 30 Jan 2022 15:03:04 GMT

I understand your concerns @Bauhaus100 and can empathise with you and your lack of confidence in us being able to sort this out efficiently in the future. It's not so much an issue with our ticketing system, it's agent error. Agent's are required to follow very specific instructions when raising tasks with our NetOps Team, the slightest mistake, and the entire task is rejected.

This occurred on your account, the initial task was rejected because the incorrect vISP was used, and the second was rejected as the required NOMINET WHOIS info was not added to the task.

If there are any issues with the task that I've raised today, I'll follow up and will replace it as soon as possible. I can't guarantee a date in which this will be resolved, as tasks with our NetOps Team carry a lead time of 72 working hours.

Re: Another Customer With Domain Renewal Problems

adam945 — Mon, 31 Jan 2022 10:10:56 GMT

All sorted @Bauhaus100

Your domain has been renewed, with a new expiry date of 31/12/2022. This has also been reflected on Nominet WHOIS.

Re: Another Customer With Domain Renewal Problems

Bauhaus100 — Fri, 04 Feb 2022 08:28:43 GMT

Thanks very much Adam.

I've given it a couple of days and it looks as though we haven't lost any service. A lucky escape!

Re: Another Customer With Domain Renewal Problems

adam945 — Fri, 04 Feb 2022 11:05:12 GMT

Great stuff @Bauhaus100, all looks good on our end as well.

Re: Another Customer With Domain Renewal Problems

mattclarke202 — Sun, 06 Feb 2022 10:46:00 GMT

Hey @adam945 - I also have domain renew issue - I've tried to DM but don't have privileges to DM is there any way I can get this fixed via the forum please?

Re: Another Customer With Domain Renewal Problems

MisterW — Sun, 06 Feb 2022 11:19:18 GMT

I've tried to DM but don't have privileges to DM

@mattclarke202 you do now!. You have to have made at least one post before you can DM.

Re: Another Customer With Domain Renewal Problems

mattclarke202 — Sun, 06 Feb 2022 13:29:57 GMT

oh brill - thanks

Re: Another Customer With Domain Renewal Problems

LaurenB — Mon, 07 Feb 2022 12:51:38 GMT

Hiya @mattclarke202, I have picked up and replied to your PM.