Can't get urgent support for Telecom Business Hub on the Weekend?

Forums › Spark New Zealand (including Skinny and BigPipe) › Can't get urgent support for Telecom Business Hub on the Weekend?

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#1007405 17-Mar-2014 16:03

CamH:
qraider:
mattwnz: You need to host the domain with someone who has a control panel, where you can make nameserver changes. You should also look for a provider that can ensure 7 day support. ISP business services tend to be only mon to fri. Not sure about telecom, but if you can't get it solved during the weekend, then that maybe the case too.

TBH hosted domain names do have a control panel where you can change the NS (& pretty much everything else) ... not sure why this wasn't done though.

For Telecom Business Hub customers? I've never heard of or seen this control panel - there's only one to change a zone record or email address.

Usually it's something like http://IP Address/stats

The IP Address, username & password are in the emails sent out when a domain is transferred over to TBH.

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#1007408 17-Mar-2014 16:06

qraider:
CamH:
qraider:
mattwnz: You need to host the domain with someone who has a control panel, where you can make nameserver changes. You should also look for a provider that can ensure 7 day support. ISP business services tend to be only mon to fri. Not sure about telecom, but if you can't get it solved during the weekend, then that maybe the case too.

TBH hosted domain names do have a control panel where you can change the NS (& pretty much everything else) ... not sure why this wasn't done though.

For Telecom Business Hub customers? I've never heard of or seen this control panel - there's only one to change a zone record or email address.

Usually it's something like http://IP Address/stats

The IP Address, username & password are in the emails sent out when a domain is transferred over to TBH.

Wouldn't they have a login on their website? That would be the logical place to put a login for a domain management system....

CamH

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#1007409 17-Mar-2014 16:07

qraider:
CamH:
qraider:
mattwnz: You need to host the domain with someone who has a control panel, where you can make nameserver changes. You should also look for a provider that can ensure 7 day support. ISP business services tend to be only mon to fri. Not sure about telecom, but if you can't get it solved during the weekend, then that maybe the case too.

TBH hosted domain names do have a control panel where you can change the NS (& pretty much everything else) ... not sure why this wasn't done though.

For Telecom Business Hub customers? I've never heard of or seen this control panel - there's only one to change a zone record or email address.

Usually it's something like http://IP Address/stats

The IP Address, username & password are in the emails sent out when a domain is transferred over to TBH.

Ah yes that's the control panel I was talking about - DNS zone and email management only - No nameserver or any other type of domain management.

Kyanar

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#1007417 17-Mar-2014 16:23

CamH:

Ah yes that's the control panel I was talking about - DNS zone and email management only - No nameserver or any other type of domain management.

Actually, that's exactly where you change the nameservers. Log in > Domain List > (Actions Dropdown) > Edit Nameservers.

qraider

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#1007419 17-Mar-2014 16:25

Kyanar:
CamH:

Ah yes that's the control panel I was talking about - DNS zone and email management only - No nameserver or any other type of domain management.

Actually, that's exactly where you change the nameservers. Log in > Domain List > (Actions Dropdown) > Edit Nameservers.

That's the one (been a while since I visited there)

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#1007421 17-Mar-2014 16:26

Kyanar:
CamH:

Ah yes that's the control panel I was talking about - DNS zone and email management only - No nameserver or any other type of domain management.

Actually, that's exactly where you change the nameservers. Log in > Domain List > (Actions Dropdown) > Edit Nameservers.

Ah that's completely different to our dropdown menu!

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mattwnz

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#1007423 17-Mar-2014 16:29

CamH:
Kyanar:
CamH:

Ah yes that's the control panel I was talking about - DNS zone and email management only - No nameserver or any other type of domain management.

Actually, that's exactly where you change the nameservers. Log in > Domain List > (Actions Dropdown) > Edit Nameservers.

Ah that's completely different to our dropdown menu!

It will likely be because the of domain registrar. WHo is listed as the domain registrar for your domain? Telecom or Melbourne IT?

CamH

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#1007427 17-Mar-2014 16:34

mattwnz:
CamH:
Kyanar:
CamH:

Ah yes that's the control panel I was talking about - DNS zone and email management only - No nameserver or any other type of domain management.

Actually, that's exactly where you change the nameservers. Log in > Domain List > (Actions Dropdown) > Edit Nameservers.

Ah that's completely different to our dropdown menu!

It will likely be because the of domain registrar. WHo is listed as the domain registrar for your domain? Telecom or Melbourne IT?

Melbourne IT. I don't believe Telecom itself is a domain registrar are they? All their own domain names are through Domainz and all other Business Hub domains I can see here are Melbourne IT. I'm guessing it's a system issue on their end.

mattwnz

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#1007444 17-Mar-2014 17:00

CamH:
mattwnz:
CamH:
Kyanar:
CamH:

Ah yes that's the control panel I was talking about - DNS zone and email management only - No nameserver or any other type of domain management.

Actually, that's exactly where you change the nameservers. Log in > Domain List > (Actions Dropdown) > Edit Nameservers.

Ah that's completely different to our dropdown menu!

It will likely be because the of domain registrar. WHo is listed as the domain registrar for your domain? Telecom or Melbourne IT?

Melbourne IT. I don't believe Telecom itself is a domain registrar are they? All their own domain names are through Domainz and all other Business Hub domains I can see here are Melbourne IT. I'm guessing it's a system issue on their end.

Telecom / Xtra are still listed as an official registrar under the name 'Xtra' but probably only manage their own domains these days. Maybe contact Melbournse IT/ Domainz about the problem. Not sure if they have 7 day support.

qraider

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#1008020 18-Mar-2014 12:26

To get the drop down in the first image the domain has to have completed the transfer.

For .nz domains it's usually around a couple of days, for .com it could be up to 5 days (I think).

Until the transfer is complete the domain would still be using the old NS + zone file (which shouldn't be removed until the transfer is complete & the NS have been changed ... for obvious reasons).

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mattwnz

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#1008073 18-Mar-2014 13:37

qraider: To get the drop down in the first image the domain has to have completed the transfer.

For .nz domains it's usually around a couple of days, for .com it could be up to 5 days (I think).

Until the transfer is complete the domain would still be using the old NS + zone file (which shouldn't be removed until the transfer is complete & the NS have been changed ... for obvious reasons).

.nz domain transfers between registrars are instant. It certainly shouldn't take a few days. I would get the UDAI, and transfer out to another registrar and make the nameserver changes. Shouldn't take more than 5 minutes. Did the OP actually get this sorted?

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CamH

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#1008087 18-Mar-2014 13:48

mattwnz:
qraider: To get the drop down in the first image the domain has to have completed the transfer.

For .nz domains it's usually around a couple of days, for .com it could be up to 5 days (I think).

Until the transfer is complete the domain would still be using the old NS + zone file (which shouldn't be removed until the transfer is complete & the NS have been changed ... for obvious reasons).

.nz domain transfers between registrars are instant. It certainly shouldn't take a few days. I would get the UDAI, and transfer out to another registrar and make the nameserver changes. Shouldn't take more than 5 minutes. Did the OP actually get this sorted?

Nobody could give us a UDAI on the weekend, so it was a wait-until-monday-morning sort of problem, which we did, as Melbourne IT couldn't help us either (kept telling us to call Telecom). So after 3 days of downtime, we're all up and working again.

Kyanar

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#1008671 19-Mar-2014 08:19

mattwnz:
qraider: To get the drop down in the first image the domain has to have completed the transfer.

For .nz domains it's usually around a couple of days, for .com it could be up to 5 days (I think).

Until the transfer is complete the domain would still be using the old NS + zone file (which shouldn't be removed until the transfer is complete & the NS have been changed ... for obvious reasons).

.nz domain transfers between registrars are instant. It certainly shouldn't take a few days. I would get the UDAI, and transfer out to another registrar and make the nameserver changes. Shouldn't take more than 5 minutes. Did the OP actually get this sorted?

Telecom takes 5-7 days to transfer. In our experience, usually the upper end of that range.

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#1008689 19-Mar-2014 08:37

Kyanar: ... Telecom takes 5-7 days to transfer. In our experience, usually the upper end of that range.

In that case weekend service becomes irrelevant.

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gehenna

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#1008707 19-Mar-2014 09:03

CamH:
mattwnz: You need to host the domain with someone who has a control panel, where you can make nameserver changes. You should also look for a provider that can ensure 7 day support. ISP business services tend to be only mon to fri. Not sure about telecom, but if you can't get it solved during the weekend, then that maybe the case too.

I 100% agree, but trying to convince someone who's been a Telecom customer for 30+ years to move is near impossible. I just think it's ridiculous in such a technology focused age where this sort of stuff is super important that nobody can do a 30 second nameserver change on a weekend.

They don't have to stop being a Telecom customer, they just have to move their DNS record management to another provider.

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