NETWORKSOLUTIONS.COM BROKEN

Domain Registrars are so broken. Particularly #networksolutions I mean this is 2023 computers are faster databases are faster and network bandwith is more abundant.. Working with domain registrars is harder now than in was in the year 2000. I remember a time where you filled out a form and sent an email and things just happened, and it usually took less time then the promised 5 to 7 business days.

The support agents they have working there have zero power to do anything and are simply there to copy and paste their nice script into the chat window and make you go away while they take their sweet time to do whatever it is they do on the back end.

To top it all off they add *premium services that make you pay extra to have things like DNSSEC. From a security perspective this should be included with any domain registration. Why do they do this? They can, it seems like they want to squeeze money out of folks in any way they can for the service of holding your configurations hostage. Screw making the internet a safer place. This is not what Dan Kimensky intended, networksolutions you should be ashamed of yourselves.

I have owned my domain noogie.com since 1998, I decided to move all of my domains to network solutions in order to get everything consolidated into one place.. WHAT A NIGHTMARE it has been.

I started this process on 12/3 paid for 20 years of registration and started the domain transfer.

I transfered 2 domains out of web.com to networksolutions, (which should be a brainless transfer as they are all the same company now.

The transfer was approved on the 10th and the domain transfer occured for both of the domains I was transfering on the 12th. Ok more than 7 business days but whatever, but wait.. one of the domain is stuck in an approved state. So I look at the whois record for the domain, yup transfer went through to networksolutions but their system will not release the domain for me to be able to manage it.

?Domain Name: NOOGIE.COM

??Registry Domain ID: 2761709_DOMAIN_COM-VRSN

??Registrar WHOIS Server: whois.networksolutions.com

??Registrar URL: https://networksolutions.com

??Updated Date: 2022-12-10T05:16:02Z

??Creation Date: 1998-03-12T05:00:00Z

??Registry Expiry Date: 2024-03-11T05:00:00Z

??Registrar: Network Solutions, LLC

??Registrar IANA ID: 2

??Registrar Abuse Contact Email: [email protected]

??Registrar Abuse Contact Phone: +1.8003337680

??Domain Status: ok https://icann.org/epp#ok

??Name Server: NS1-38.AZURE-DNS.COM

??Name Server: NS2-38.AZURE-DNS.NET

??Name Server: NS3-38.AZURE-DNS.ORG

??Name Server: NS4-38.AZURE-DNS.INFO

??DNSSEC: unsigned

??URL of the ICANN Whois Inaccuracy Complaint Form: https://www.icann.org/wicf/

>>> Last update of whois database: 2022-12-23T05:09:50Z <<<

Here is the transcript of my latest support call mind you this is the third time I have tried to get them to do something about this issue. And at the end of the chat the agent did something so the system would not allow me to answer the survey.. How fitting!

Support:

Thank you for contacting Network Solutions.

To best assist you, please select one of the options below.

....?[We establish my account and escalation id that was established 12/19/22]

Support: Thank you for the escalation id. I'll pull up the details right away! I will need 1-2 minutes to research this for you.

Thank you for being on hold, Charles. I have checked account and I could see that request to domain name "noogie.com" transfer is in progress . And other domain name "cw-networks.com" has been successfully transferred and is ready to use.

Charles: it as been 19 days whois data states its with networksolutions but it is not released to me

Support: Sure, I understand your concern and I'm really sorry to know that you have waited this long. This case has been escalated to backend team who will have remote access to your account and they will resolve this issue for you. And I could see that this case is open and backend team is working on it. As a Chat support Agent I do not have much access, however, I will do everything from my end to resolve this at the earliest. I will add urgency note in this escalation ticket for you. so backend team will resolve as soon as possible.

Charles: how long does this usually take??This is rather insane. Would I have better luck calling the support line?

Support: I understand the urgency of the situation and this might be frustrating for you. Ideally escalated case would take 1-2 business days. However, I have added urgency note in your case to resolve this case at the earliest. Please be rest assured. Backend team will resolve this issue completely. Let me check with my manager for you.

Charles: please.. as the ticket was escalated 3 days ago

Support: Sure, Please allow me 2-3 minutes while I quickly check with my manager and come up with an update.

Thank you so much for being on hold, I have checked that for you and I see that the ticket??has been assigned to one of our?level 2 admin and they have sent a incident to backend domain admins. Normally domain transfer will take 5-7 business days to be completed. However I'll be adding a note on this and make sure the issue will be fixed at the earliest.

Please be rest assured. Please let me know if you have any questions for me.

Charles: I understand that you have a script that your sending and I have seen same exact messages multiple times.??My issue is not being fixed.?And it has been 19 days since we started down this road. What can be done to make up for this incompetence?

Support: I totally understand, but as I checked the case status it has been sent to backend admins, to be more precise, if any issue is sent to backend admins that means there is something extra access needed, might be like submitting a documentation as well. that will be taken care by our team.?I suspect this transfer issue has impacted other customers as well,?because if this was specific to your account our level 2 admins would have got it fixed by now.

I apologize for the delay in getting this?issue fixed,?but I can assure you that we will be doing all possible things to get this issue fixed at the earliest and you can count on me.

Please let me know if you have any questions for me. I'll be glad to assist.

Charles: the domain transfer actually went through and is sitting on your servers.?As you can see the whois data which was last updated on the 12th says that the transfer went through

?? [The Domain Record]

This transfer was complete 10 days ago and I have been told multiple times that I need to wait another 5 to 7 days. This is costing me money, and networksolutions is doing nothing about it.

Support: That's right, the registrar detail has been updated, but once all the process is completed you will be getting an transfer completion email, that means all process are completed and domain is fully configured on our system, as per my knowledge?issue lies somewhere in the final steps and the whois data supports that as well.

Charles: I have owned this domain name over 25 years and I have never run into such a cluster trying to manage it. When the registar detail gets updated that means that the domain is in your system and ready to be released to my control panel..??The other one went through I dont understand why this one is so difficult.... and you are offering me zero explanation as to why this is occurring.

Support: I totally understand how frustrating it will be?when something is not resolved and takes time. I personally apologies for all?the inconvenience caused, I wish I had access to compensate for the troubles you experienced in domain transfer.?Once the case is resolved?you will be getting an email from admins and you can send a reply to the same email with your?request and our admins will definitely check that for you and do the need full.

Charles: so there is no compensation you can offer for your broken service? time... free advanced dns... i mean come on... this is really crazy

Support: Sure, as per the case notes it seems like something in the final steps of domain transfer has the issues and since admins have access and control over the system it will be difficult for me to get an exact answer, if I had access to any logs, I would have given more information on this. Kindly forgive me on that.

Charles: ok

Support: All I can assure you that I will try my level best to get this issue fixed, if you permit me I'll be keeping an eye on this issue for you.

Charles:? thank you

Support: My pleasure, Please let me know if you have any questions for me.

Charles: asking questions is doing no good.. so I wait

Support: Once again, sorry for the?inconvenience, I'll be keeping an eye on this case, also I have sent a note to my manager regarding this, if you have any questions on this or any issues please feel free to get back to us and we are always here to help you, also you can ask for me and I'll be glad to assist you. Is there anything else I can assist you with?

Charles: no

Support: It has been a pleasure working with you today. Thank you for contacting Network Solutions. If I have answered all your questions, I would like to know your experience with me today. When I disconnect our interaction, you will be prompted to rate my support. (5=Best)

Please rate your experience by answering 4 short questions.

My representative was knowledgeable. Please rate 1-5; 5 being the best.

Sorry, I didn't receive any input from you. My representative was knowledgeable. Please rate 1-5; 5 being the best.

Charles

1

Support: I have not heard from you in a while, so I am closing this chat, please come back if you need my help again. Thank you.

#dnsolutions #networksolutions #dnssecurity #customerfeedback #customerexperiences