Nightmare domain issues after transfer to Network Solutions

[depressedbtuser]

I never got the email in January about the domain being transferred to Network Solutions because BT used my BT connect email that I have never used since buying 365 licences for our own email addresses 15 years ago. So it was all done without my knowledge. I only found out when  i checked to see if and when the domains needed renewing. Network Solutions have given me the run around for 4 weeks now, as they say they have an email address on record that bears no connection to  me at all, not even the BT one. They will not believe me that I own the two uk domains in question, no matter what legal documents I send them (even though NS were always behind BTs domain business, so already had the data on record).  If I try to change the email on record, it asks for the domain name and then sends details to an email address I cannot access.  BT can't sort it out as they now have nothing to do with it other than to tell me Network Solutions did not follow the protocols they were given. Eventually Nominet sorted it out for me as they are .co.uk domains and added the correct details to both my domains, so by passing network solutions. The issue now is, that there name still appears in the DNS settings and I want rid of anything to do with NS. 123 Reg are now the registrants and in order to change the email DNS records and not disrupt them, I need them from BT (specifically the MX, TXT, and CNAME records). Nothing in my BT account shows these, just the 2 email licenses and addresses. Where on earth do I get these from and who do I ask?

[MartinWorsley]

Hi "Depressed". Similarly depressed and just a tiny bit utterly F'ing furious, here.

First, try MXToolbox for your MX, CNAME, etc. I won't post a link in case it causes issues on this message board.

Absolutely the same thing happened to me although I've had better luck with NS. Its taken me three days but I have managed to update all my NS account particulars (should have taken screenshots for accuracy) but had to go through their Identification & Verification process to get access in the first place, uploading a bank statement and my driving licence (usual stuff for ID&V).  Then I managed to add a recovery email; then changed the access password; then changed the primary email; then ..... you get the picture - one step at a time.

Today, I was back on the case after my wife went into hospital yesterday (all good, but its been 24 hours of "hurry up and wait!") only to find an email from NS confirming they've deleted my domain. FFS! I have, though, used their Customer Support Chat tool and eventually got put through to an actual person (named Suhas) who was very helpful and has now assured me that they are restoring the domain. What happens to missing emails is yet to be seen.

Mine was a Business Lite domain product and I have/had multiple email addresses and aliases attached. The addresses BT passed to NS were 1) the initial email address allocated when I first bought the domain (as per your Office subscription) and 2) a bleedin' TalkTalk account I had cancelled about 15 or 16 years ago! I firmly believe that BT's data-field mapping has gone totally awry and the old "NS didn't follow the protocols" is possible but unlikely. It was, of course, the TalkTalk account that NS used to send me reminders. Where BT's is, I have no idea.

Good luck with your search - I hope it all works out and that anyone else with with problems after BT transferred their domain to Network Solutions can take some heart from the above. I cannot believe it was just the two of us.

Wurz

[Wille62]

Hi all,

We are in the same boat. Domain hosted with BT for many years. During that time a colleague left and I took on the admin role, and contact details were updated to my address (or so we thought). Anyway, in that time I've also been administering email accounts, software licences purchased through BT etc, and everything has been fine.

Last week our domain went down (taking our email with it, although we seem to be able to send emails, just not receive them). I quickly learned that BT no longer host our domain, but it had been moved to Network Solutions, and upon contacting Network Solutions I discovered the domain had expired. 

We received no notification from BT about the move to NS, and nothing from NS about the upcoming expiry. NS can't/won't tell me to whom they sent notification, only that they sent notification on 24th April. They seemed able to tell me my email address is not the one on file, although the same agent also told me they have no visibility of the contact address on file. Baffling.

On Friday an agent went through the renewal process with me anyway, and I paid by card through a payment portal, and they told me the renewal was done and it would just take 1-2 business days to be processed. I slept well that night and I wasn't too concerned about loss of service over the weekend as we are largely a B2B operation.

Then this morning (Monday morning) another agent on chat told me the renewal on Friday was actually unsuccesful, possibly due to a payment failure (I doubt it, we have more than sufficient funds on the corporate card we used for payment).

So now it has been escalated to a more senior team and I am awaiting an email (luckily we have a gmail account we set up previously in case of emergencies). That was 10am. At 9pm I started a new chat to try and push things along, this agent was a bit abrupt, blaming us for 'ignoring' the renewal notification, blah blah blah, and it has already been escalated and to just wait.  The same agent also said once the account issue is sorted we will get our domain back and will be back up and running. I really hope so.

Absolute nightmare!