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?

CamH

564 posts

Ultimate Geek

#142541 16-Mar-2014 18:38

Can someone at Telecom please explain why there's nobody at all, anywhere available for urgent Telecom Business Hub inquiries relating to domain names on a weekend?

A client of ours requested their domain be moved to Telecom Business Hub last week from the old Xtra platform, which appeared to have been done (welcome email sent, login for DNS changes etc), however on Friday night we discovered that the domain was still pointing to the old nameservers (alien / terminator.xtra.co.nz), but the zone file appears to have been deleted.

This has left our client with no email or website for almost three days. I've spent about 3 hours on the phone with Telecom this weekend and the site is still on the wrong nameservers, and offline as nobody is around who can make a super simple (and very urgent change on the weekend).

Surely this would be something that should be possible? As a law firm they rely heavily on emails and this would cause a major problem for anyone in a similar situation. In 2014 don't companies like Telecom realize that business doesn't stop on a Friday afternoon?

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20141 posts

Uber Geek

#1006839 16-Mar-2014 19:27

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.

CamH

564 posts

Ultimate Geek

#1006842 16-Mar-2014 19:30

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.

richms

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#1006858 16-Mar-2014 20:44

CamH: 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.

Surely this has just convinced them?

Richard rich.ms

CamH

564 posts

Ultimate Geek

#1006859 16-Mar-2014 20:45

richms:
CamH: 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.

Surely this has just convinced them?

You would think so wouldn't you? Unfortunately not!

richms

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#1006863 16-Mar-2014 20:47

I would just stop supporting them in that case.

Richard rich.ms

mattwnz

20141 posts

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#1006963 16-Mar-2014 22:50

CamH:
richms:
CamH: 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.

Surely this has just convinced them?

You would think so wouldn't you? Unfortunately not!

They sound like they are going to learn the hard way. Especially as nameserver changes can take many hours to propagate across the internet.

quickymart

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#1007004 17-Mar-2014 06:18

So no one answering on 0800 287463?

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CamH

564 posts

Ultimate Geek

#1007016 17-Mar-2014 08:34

quickymart: So no one answering on 0800 287463?

That number just takes you through to Telecom Business. I can get through to landline or broadband, but domains / email simply state that they're closed.

gundar

488 posts

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#1007021 17-Mar-2014 08:40

I was under the impression that Telecom Business Hub was a business support entity that offered these types of services?

I can host the domain names for you if your client decides otherwise.

CamH

564 posts

Ultimate Geek

#1007025 17-Mar-2014 08:56

gundar: I was under the impression that Telecom Business Hub was a business support entity that offered these types of services?

I can host the domain names for you if your client decides otherwise.

Apparently Saturday and Sunday don't count as business days, and therefore, don't expect to get any support on those days!

Thank you for your offer, we could register and host the domains ourselves, but he won't even move them to us because we use an Australian Based Registrar (and before someone points it out, yes I know Telecom Business Hub uses Melbourne IT). Luckily, once this is solved, hopefully no changes will ever need to be made to DNS again!

MikeB4

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#1007027 17-Mar-2014 09:03

Talk to your Business Hub account manager

gundar

488 posts

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#1007032 17-Mar-2014 09:14

no changes will ever need to be made to DNS again!

If I had a dollar...

qraider

374 posts

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#1007358 17-Mar-2014 15:02

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.

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CamH

564 posts

Ultimate Geek

#1007360 17-Mar-2014 15:06

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.

mattwnz

20141 posts

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#1007369 17-Mar-2014 15:23

CamH:
gundar: I was under the impression that Telecom Business Hub was a business support entity that offered these types of services?

I can host the domain names for you if your client decides otherwise.

Apparently Saturday and Sunday don't count as business days, and therefore, don't expect to get any support on those days!

Thank you for your offer, we could register and host the domains ourselves, but he won't even move them to us because we use an Australian Based Registrar (and before someone points it out, yes I know Telecom Business Hub uses Melbourne IT). Luckily, once this is solved, hopefully no changes will ever need to be made to DNS again!

Perhaps you need to use a nz based registrar. I can understand your clients concerns about that. I have used an Ozzie one in the past myself, and support wasn't good at all, takes a few days to get a reply, although they did have paid support if it was urgent. But you are dealing with people in a different country with different laws and time zone. Had no problems with nz based registrars.

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