topic Re: HELP!!!! in Archive

HELP!!!!

disgruntled2 — Wed, 26 Mar 2014 17:42:02 GMT

I seem to be stuck in an ever decreasing circle of zero technical support....

I have a domain which i bought some years ago from BT and which has been fine until about 10 days ago.

The issue is with my business emails not being forwarded to my main email address.

It seems that BT acted as a re-seller to a company called register.com who are based in Canada.

When I sign in to my account at bt.com/domains there are "contact us" and "technical support" areas but anything entered into these is being bounced by BT to register.com...... and is then coming back to my main email account as "undeliverable" from register.com!! Please note I am not here emailing anyone , rather just trying to use the support forms etc but it is in the form of an email that the "undeliverable" is coming back to me.

Register.com have made their support etc completely impossible to contact without a login name and user name..... which I don't have as mine are for BT!

BT have been totally useless and after hours on hold and being bounced to the wrong department etc have finally informed me that the domain service I purchased from them, and which has not yet expired, is an old product and "probably no longer supported"..... They say they can't help me and can't give me a number or email for anyone who can..... even though it is through bt.com/domains that I log in to my domain!!

HELP!!!!

Re: HELP!!!!

disgruntled2 — Wed, 26 Mar 2014 19:10:37 GMT

Some further information is that it appears that a company called Enom is also involved in the chain and may well be used by register.com as an outsourced provider of email forwarding..... so it could end up that the main problem is with them.... They have also proved impossible to contact and ignored my emails to them!

Re: HELP!!!!

Ian1974 — Thu, 27 Mar 2014 10:53:57 GMT

Hi disgruntled2,

Sorry to hear of these issues.

Please can you fill out a dns enquiry form at www.dnsforms.co.uk and provide the details of your enquiry.

Please can you also provide the bounce back message from register.com and I will pass this onto our contact in Register today.

Kind Regards,

Ian -F-

BT Business Domains.

Re: HELP!!!!

disgruntled2 — Thu, 27 Mar 2014 14:56:31 GMT

Unfortunately I can't fill out the form at dnsforms as I dont have any WM******* number to give and was never asked any security question..... It was around 8-9 years ago when I first took out the domain.

Here are the other details you asked for:

Reporting-MTA: dns;vi-colo-1084-re.colo.vi.net
Received-From-MTA: dns;vi-colo-1084-re.rcom.com
Arrival-Date: Thu, 27 Mar 2014 10:37:54 -0400

Final-Recipient: rfc822;mhart@register.com
Action: failed
Status: 5.0.0
Diagnostic-Code: smtp;550 5.0.0 <mhart@register.com>... User unknown

It comes from: postmaster@vi-colo-1084-re.rcom.com

And is directed by BT to: btdomainssupport@register.com

Re: HELP!!!!

Ian1974 — Fri, 28 Mar 2014 10:09:42 GMT

Hi disgruntled2,

Thanks for the information, I will pass this onto our domain registrar.

With regards to the online form just use a fake WM number (eg WM00000000).

Regards,

Ian - F-

BT Business Domains

Re: HELP!!!!

disgruntled2 — Wed, 02 Apr 2014 14:59:44 GMT

Still no progress on this and still no functioning mail forwarding. The literal impossibility of contacting register.com (they have carefully and deliberatly arranged things so that if you are not already a customer of theirs and able supply login details then you cannot email them by ANY means!!) and lack of any meaningful help from BT mean I now have no choice but to move my domains to a new host as it would seem that my mail forwarding is unlikely to ever function again whilst I remain with BT/register.com

To rub salt into the wound, I today received an email from BT domains reminding me to renew shortly!

Re: HELP!!!!

BT001075 — Sat, 05 Apr 2014 06:34:46 GMT

I too have the same problem.

Since around 7pm Thursday evening (3rd April) my business domains registered at www.btdomainsaccount.com no longer have their associated email addresses redirected.

When I try and send myself an email to one of my affected domains (e.g. smitx.net) I receive an 'Undelivered Mail Returned to Sender' message with the following error:

<dumb.waiter@smitx.net>: host m2w1.fwd.nsm.ctmail.com[74.202.142.86] said: 501
This system is not configured to relay mail to <dumb.waiter@smitx.net> for
38.113.116.220 (in reply to RCPT TO command)

I tried to submit my support request via the usual 'Contact' Form on
www.btdomainsaccount.com but constantly receive the following message:

Sorry - an error has occurred (error 500)
         We are sorry but the page that you requested has generated an
error. The circumstances that caused the error have been recorded and
sent to the support team.
         If this is the first time you have experienced this issue,
please try the operation again, as the error may be due to a transient
failure and may be successful if retried.
         If you would like to return to BT.com, click the BT logo at
the top of the page, or one of the other options on the top navigation
bar.

As a piece of additional information, a couple of weeks ago there
seemed to be some sort of 'security' upgrade, and both my BT Domain
registered email addresses with the word PayPal stopped redirecting.

My business accepted PayPal payments on paypal@fluffpie.net, but this
simply stopped redirecting. I did a test and created another BT Domain
registered email paypal@smitx.net, this too wouldn't work.

I now have to receive my PayPal messages on admin@fluffpie.net,
although at this time, this too no longer works.

Colin

Fluff Pie Limited

Re: HELP!!!!

wayneataylor — Tue, 20 May 2014 19:09:32 GMT

Did you get anywhere with this??

I'm going through it now for a customer of mine, and have got as far as contacting BT Websites second level support, who are calling me back tomorrow!!

Be interested to know how you sorted it if you did??

Wayne

Re: HELP!!!!

disgruntled2 — Sat, 07 Jun 2014 15:58:30 GMT

No I did'nt get anywhere with it.....

My mail forwarding slowly seemed to return to normal over a few weeks though.

Now looking for a new domain registrar...

The general issue here seems to be that everything is automated and as soon as a problem comes along that requires human intervention (i.e it is not on the list of "click here if your problem is...") then you are up the creek without a paddle.

Re: HELP!!!!

wayneataylor — Sat, 07 Jun 2014 16:03:52 GMT

We finally sorted it and got to the bottom of it for our customer.

The problem was that BT sold or at least transfered the non business consumer domains to a division of register.com in the staes, hence why you can't speak to anyone!

We did a force transfer from themf or both the .co.uk and .com and moved the domains over to our system in the end!

Wayne

Re: HELP!!!!

disgruntled2 — Sat, 07 Jun 2014 16:37:29 GMT

Indeed that appears to be the problem.

A much bigger problem though for me is that BT did'nt tell me about this and even asked me to pay to re-new my domain name! All this meant I could never contact anyone from either BT or register.com.... When I rang BT I was told they had no record of me being a customer even..... but still asked me to re-new a few weeks later... Shabby customer service in my opinion.

IF they now contact me with an offer to re-new... but with a proper service that includes being able to contact them... and a reduction for all the trouble this has put me to, then I would consider it seriously. Over to you BT.

Re: HELP!!!!

wayneataylor — Sat, 07 Jun 2014 17:13:04 GMT

Yes definately.

My customer had no contact from BT and like you had a renewal a few months before this stopped working, and when we called BT the call centre said this wasn't a BT domain!!!

We found teh easiest way was just moving the domains. It was made a bit easier in that the customer was the admin contact for the domains and we were able to move the .co.uk easily, but for the .com we had to put a complaint in and after a few days resgister.com unlocked the domain and gave us the key to request a transfer!

Wayne