cancel
Showing results for 
Search instead for 
Did you mean: 

Domain transfer out request being ignored

FIXED
junct9
Hooked
Posts: 8
Registered: 20-09-2016

Domain transfer out request being ignored

Plusnet is rapidly going down the toilet, very sad to see this as I've been a customer for 12 years, joined in the old days of the force9 brand when this was the main place to be for expert users.

I've tried to get through to customer service several times on phone and chat, and after hours of waiting I get cut off just when it's my turn! I don't have that kind of time to waste. I've also left a ticket in the old ticketing system.

All I need plusnet to do is change the IPS tag on my domain from "FORCE9" to "EASY-INTERNET" so that I can transfer out my domain. Surely this will take an admin only 20 seconds of their time, but my request is being ignored, I have already waited more than 7 days.

I've been looking at the complaints procedure with Nominet, as I'm in the process of considering making a formal complaint that Plusnet is not complying with the requirements of being a registrar.

 

Cut from the Registrar agreement:

-------------------

B. General Requirements for all Tag Classifications

B.1. Regardless of Tag Classification, as a Tag user, you must:
B.1.1. comply with the Systems Instructions including all obligations on Certification and Test Bed Processes;
B.1.2. demonstrate appropriate levels of technical competence, as required by Nominet from time to time
B.1.3. comply, without undue delay, with all lawful requests of UK law enforcement agencies;
B.1.4. provide complete and accurate Registrant data in line with the Contract and data quality policy;
B.1.5. act promptly on reasonable requests from Registrants to make changes to their domain name registration;

 

------------------

Clause B.1.5 is of most interest to me, if my request is not handled within the next 5 days then I will be making a formal complaint to Nominet against Plusnet.

 

12 REPLIES
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Domain transfer out request being ignored

Have you tried the transfer out option here: https://www.plus.net/my.html?action=domainv2

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
junct9
Hooked
Posts: 8
Registered: 20-09-2016

Re: Domain transfer out request being ignored

Thanks, but that's the first thing I did, and my domain instantly dissapeared from my account, but 'whois' still shows that nothing has been changed on the DNS after 7 ish days.

 

I don't believe that the task of updating the IPS tag is an automated one on plusnet, It must be currently sitting somewhere waiting for a human admin to update it manually.

 

Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Domain transfer out request being ignored

I've just tried logging on to Nominet online to look at my domain.

For a £10 fee you can change the registrar yourself. Have you created an account holding that domain on Nominet? (If you succeed I suggest you claim the £10 back from Plusnet!)

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
junct9
Hooked
Posts: 8
Registered: 20-09-2016

Re: Domain transfer out request being ignored

Thanks for the suggestion, tried logging into Nominet but can't get in because I can't figure out what email address that force9 would have originally registered the domain under.....I've tried the obvious ones it's likely to be but I'm not getting any emails from nominet with a password for any of them.

plusnet/force9 originally registered it for me and I've never moved it before.

 

Am I going to have to waste time signing up for an account on twitter just to get a response from customer services?

 

junct9
Hooked
Posts: 8
Registered: 20-09-2016

Re: Domain transfer out request being ignored

I think I finally figured it out, they registered my domain under the email address "postmaster@xxxx.force9.co.uk", so I should be able to get into Nominet, but I refuse to pay the 10 pound fee when plusnet should be doing this for free, I'm still on an old very expensive tariff, I'm not one of the new budget customers getting everything for nothing.

I'm going to try one last time on the phones, if that gets no success then official complaint will be going to Nominet that plusnet is not capable of upholding the duties of being a registrar.

 

junct9
Hooked
Posts: 8
Registered: 20-09-2016

Re: Domain transfer out request being ignored

Quick update for anyone following this issue.

 

Tried again on the phones, not too bad this time.  I initially got through to someone in 20 mins (30 mins was estimated), but of course the front line call centre staff can't deal with technical stuff like domain name hosting, so I'm put on hold again, this time for another 35 mins to speak to someone technical. But even the technical people can't do domain hosting issues (I can undertand that, messing with domain registry stuff should only be done by a specialist).

 

So the person I finally spoke to said that the people that can do this (possibly only one person actually) comes on shift from 2pm today, and will deal with it then... so fingers crossed that this gets done by the end of today.

 

There is no explanation as to why my original automated transfer out request, and then subsequent online support ticket requests have been ignored for 2 weeks and I've had to waste more than an hour on the phones to raise this.

 

I have to say that the staff I spoke to were very nice and were trying to be helpful, so I have no complaints there... I blame management for building a support system where it's impossible to speak to the right people... technical issues like mine really do need a ticketing system, which does still exist, but well hidden, but the problem is nobody is looking at the tickets, it seems that it's been abandoned.

 

junct9
Hooked
Posts: 8
Registered: 20-09-2016

Re: Domain transfer out request being ignored

Despite what I wrote above, still nothing has been done, the CS/technical  team member who took my call just simply added a new ticket on the old system that stated i had phoned for an update, which seems at odds with her confidence on the phone that it would be dealt with immediately on Friday afternoon, but it still seems like the old ticket system has been completely abandoned as I've had no responses and no action.

 

I'm sorry to say that after 12 years with plusnet, I've decided that leaving for a new provider is the only option now, as well as a serious complaint to Nominet that Plusnet are not fit to act as a registrar.

 

Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Domain transfer out request being ignored

The one person who am sure would deal with this - @bobpullen - is on holiday. Bet it gets sorted when he returns

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Domain transfer out request being ignored

I'm just looking in to this now, from what I can see we submitted the IPS TAG change back on the 12th however doing a WHOIS still shows FORCE9.

 

I'll come back to you shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Domain transfer out request being ignored

Fix

Should be sorted:

Easy Internet Solutions Ltd [Tag = EASY-INTERNET]

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
junct9
Hooked
Posts: 8
Registered: 20-09-2016

Re: Domain transfer out request being ignored

Thanks, Brilliant, that's done the job finally.... very pleased... bet it only took a few mins of your time.

 

Only sadness is that you weren't able to come to my rescue a bit earlier when I was getting extremely frustrated.

bfn.

S.

 

Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Domain transfer out request being ignored

It wasn't as straightforward as I'd hoped. Basically the request had gone through our systems, but hadn't gone to Nominet correctly. So we couldn't resubmit it from our normal domain control system, as this thought the transfer had already happened, so I had to get someone to do this manually in the backend systems. Glad I managed to get this sorted for you and sorry it took so long.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff