topic CHANGE NAMESERVERS in Archive

CHANGE NAMESERVERS

iainb — Wed, 25 Jan 2012 16:02:25 GMT

I want to change the nameservers on a client's domain name registered through BT. OK so after wasting 10-15 mins I find you cannot do this in the control panel, you have to send a manual request. However, any link I find for a manual request form just redirects back to the 'Contact Us' home page. There is no phone number to make contact. There is no help ticket system as far as I can see.

In the meantime I tried to add an additional MX record in 'advanced' domain management. It won't let me saying 'domain name must be entered'.

HELP PLEASE!!!

Re: CHANGE NAMESERVERS

Ian1974 — Wed, 25 Jan 2012 16:29:17 GMT

Hi Iainb,

Sorry to hear you are having these issues.

When you reach www.dnsforms.co.uk and after you have clicked nameserver re-point you need to click on the email symbol, we are unable to change nameservers over the phone.

They page may go back to the previous page a couple of times, if this happens wait a couple of minutes then try again.

If you still cannot access, please send an email to admin@btnames.com and mark it for my attention.

Regards,

Ian - F -

BT Business Domains.

Re: CHANGE NAMESERVERS

iainb — Thu, 26 Jan 2012 10:09:40 GMT

Thank you Ian1974 that helped because the page you referred to I had been on several times and failed to see how the nameserver change request was posted. That page is a great example of how not to design a user interface. The email icon is just an image and does nothing. The word 'Email' next to it appears to be a title. Hyperlinks are not underlined until you mouse over which would only happen by accident. It is totally unclear what you need to do on that page to initiate a nameserver change request and I went round several times before posting this to the forum. Why doesn't the link say 'Click here to send a nameserver change request' and why is it not underlined as a hyperlink?

Can you also please let me know how I add a second MX record in advanced dns? I have selected record type MX, Key @, Value MX.MYNAMESERVER.COM, Priority 20. When I save it says record save but then after clicking OK to that message I get 'Your value must be a domain name' and a red asterisk appears next to the nameserver value.

Please advise. Many thanks.

Re: CHANGE NAMESERVERS

Ian1974 — Thu, 26 Jan 2012 14:57:06 GMT

Hi Iain,

More and more websites are no longer using underlined hyperlinks (The BBC for example), however I am unable to go into any details regarding the design of the BT website, but the link to email is Blue (which is fairly standard) and we have had no other complaints regarding this issue.

With regards to the MX record if you try entering these in lowercase this should resolve the issue.

Regards,

Ian - F -

Re: CHANGE NAMESERVERS

iainb — Thu, 26 Jan 2012 21:08:32 GMT

Hi Ian,

Thank you that cured the problem, very odd as it accepted upper case for MX1 but not the 2nd MX entry.

I appreciate your response about the UI but at the end of the day it is very unclear what you need to click. That resulted in me having to sign up to this forum and post a request for help over something that should have taken 30 seconds. If it was clear I would not have needed to do that and neither would all the others that have done so if you do a forum search for nameserver change.

You may not have had complaints but you only have to do a forum search to find a number of web developers asking how you initiate the request. That indicates you have not got it right and it is not clear enough.

On websites such as bbc it is clear what you need to click and why so they can improve style by losing the underline without losing accessibility. However, in the case of your account area, this is not the case and if you have landed there to send a nameserver request does a blue heading "Email" give a clear indication you need to click on that heading to send the request. No it does not. Is it the best way to guide your customers? No of course not. You only need to change this to "Click here to submit nameserver request" and none of the forum support requests including mine would have been necessary.

But since you "haven't had any complaints" (before mine) why bother making it better.

Re: CHANGE NAMESERVERS

bluerhodfa — Sat, 25 Feb 2012 12:17:26 GMT

I have the exact same issue with my client, I have tried the dnsforms route twice !! without any response or change of nameserver.

This process appears to be broken, my client has had many long phone calls with BT suport without getting anywhere. Is this the best place to get an answer and resolution, I hope so.

Any help may avert this BT customer going elsewhere for his domain hosting...

Re: CHANGE NAMESERVERS

nayan007 — Sun, 26 Feb 2012 19:26:36 GMT

You need to contact your registrer to update the name servers. You can use following link to find out who your registrar is here. If BT Business is the registrar, please contact our DNS Department at support@btdomainsaccount.com.

Re: CHANGE NAMESERVERS

bluerhodfa — Mon, 27 Feb 2012 09:52:23 GMT

Thanks for this, my client registered this domain through his BT Business account and I see it is registered with www.register.com. I don't have access to his account, will he have had confirmation from register.com with account details or will the account information be in the BT Business web interface somewhere?

Re: CHANGE NAMESERVERS

markp — Mon, 27 Feb 2012 10:30:22 GMT

Hi bluerhodfa,

If the domain name in question is registered through your clients BT business account, if you go to www.dnsforms.co.uk you will see an option for DNS name server re-point, if you click this you will get an option to email BT, fill this form in and our Domain name team will make the changes to the domain for you.

Regards

Markp

BT Business Forum Moderator

Re: CHANGE NAMESERVERS

bluerhodfa — Mon, 27 Feb 2012 12:18:12 GMT

Hi Mark

he has tried the dnsforms route twice without any response back from BT.

There does not appear to be any way of chasing this without recouese to this forum.

Re: CHANGE NAMESERVERS

notverygood — Mon, 24 Sep 2012 17:13:09 GMT

I started this process earlier today and apart from receiving an automated email with an incident number, nothing else seems to have happened.

I can't find anywhere to check on the progress of my "incident" either.

I wonder how long this is going to take?

It does seem strange that something you can do yourself in 5 minutes with most web hosting companies requires human intervention with BT. Why not add it to the "manage domains" function? if you can change your mx records then changing your nameservers shouldn't be too difficult either.

Re: CHANGE NAMESERVERS

notverygood — Tue, 25 Sep 2012 07:16:05 GMT

Over 18 hours since I made this request and still nothing has happened.

It would be nice to get some sort of acknowledgement that someone somewhere might be doing something about it. I have had the automatic "don't reply as we're not interested" email but it doesn't give you any confidence that anyone is actually going to do anything.

I'm out all day today, so perhaps I might have some news to give my customer this evening. Hopefully I won't have to resort to the pathetic "Sorry, I'm still waiting for BT".

Re: CHANGE NAMESERVERS

notverygood — Tue, 25 Sep 2012 10:26:49 GMT

So, 15 minutes on the phone to find out if anything is happening (12 of those waiting in a queue) and I'm told:

1. We can't look at incident numbers

2. It will take 24 hours, to action and you will be contacted when its done.

Why bother giving out incident numbers if neither BT Business support nor the Customer can look at the incident?

Why does repointing nameservers take 24 hours to action? I was told I could do it myself but had to inform BT Business Support that I can't. I wish I could, it would have been done yesterday.

The support chap also told me that if I received the email giving me an incident number then it was being actioned. I pointed out that actually a machine had responded to me submitting a form but that was no indication that anyone was actually going to do anything.

I was assured it would happen this afternoon. What are the odds?

Does anybody else see the irony of a Telecommunications company that can't communicate?

Re: CHANGE NAMESERVERS

notverygood — Tue, 25 Sep 2012 13:50:57 GMT

Just in the nick of time I've had an email saying the change has been made. The change seems to have rapidly propagated across the internet and so I can now develop the site on the new hosting platform.

Thanks