Urgent help please - Paradise domain hosting

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CYaBro

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#140759 19-Feb-2014 13:18

Hey, could someone from Vodafone help out at all?
I can't get through to anyone on the helpdesk phone line!

A client had their domain name and email accounts hosted with Paradise.
I've moved their domain name to our domain host but kept the MX record pointing to mx.paradise.net.nz so that the emails continued to work. (Well in theory they should keep working as I've done this many many times before but not with Paradise)

It appears that the emails have stopped working now, even though my tests show that the MX record is correct and propagated to all test servers around the world.

Can you tell me if the domain name is not hosted with Paradise does that mean that the emails stop working as well?
I can still log into the email accounts via webmail so the accounts are still active.

I've sent a few test emails, and haven't had any bounce backs yet, but they never arrive.

Opinions are my own and not the views of my employer.

NikT

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#990452 19-Feb-2014 13:24

Hey there,

Flick an email to webmaster@paradise.net.nz, they'll be able to sort it & are usually pretty prompt with emails.

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CYaBro

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#990455 19-Feb-2014 13:27

NikT: Hey there,

Flick an email to webmaster@paradise.net.nz, they'll be able to sort it & are usually pretty prompt with emails.

Done, thanks!

I'm still on hold with Vodafone on the phone too.

Opinions are my own and not the views of my employer.

CYaBro

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#990474 19-Feb-2014 14:04

Finally got to speak to the correct person and apparently now, as part of the procedure when a domain name is transferred away from Paradise, everything for that domain name gets deleted.
So even though all the users mailboxes are still active the Paradise mail servers don't actually know what to do with the emails that arrive for this domain that has been transferred away.

This isn't normal practice is it?
I've moved lots of domain names to a new host and as long as the MX records are kept the same, emails continue to work.

Opinions are my own and not the views of my employer.

freitasm

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#990545 19-Feb-2014 15:25

This is normal practice with many providers. If you want hosted email you better get a service such as Live Domains, Google Apps or Office 365.

A MX record just tells where the emails should end but doesn't mean there's a server there to receive them.

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ubergeeknz

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Vocus

#990552 19-Feb-2014 15:30

It's actually not a bad thing they do this, if you think about it, if you moved your domain's mail to another host, and a Paradise user (in this example) tried to email your domain, and they'd not deleted it, the local mail server would pick it up and deliver it locally instead of passing it along to the new host.

Jaxar

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#990601 19-Feb-2014 16:35

Yeah not doing this can cause serious problems but their are valid arguments either way.

Please note: I have a professional bias towards Vodafone.

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CYaBro

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#991108 20-Feb-2014 13:55

I can understand them doing it if we had cancelled the email hosting, which can be totally separate to the domain name hosting, as can the website for the domain, but doing it just when the domain name hosting is moved away I've never come across before.

Anyway I have moved the client's email to Office 365 and got them working again pretty quickly yesterday.

Opinions are my own and not the views of my employer.

MackinNZ

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#991109 20-Feb-2014 13:58

CYaBro: I can understand them doing it if we had cancelled the email hosting, which can be totally separate to the domain name hosting, as can the website for the domain, but doing it just when the domain name hosting is moved away I've never come across before.

Anyway I have moved the client's email to Office 365 and got them working again pretty quickly yesterday.

I've had this happen with Telecom before.

Quite honestly the move to Office 365 is the best thing you could have done. ISP e-mail should be avoided.

mattwnz

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#991128 20-Feb-2014 14:11

freitasm: This is normal practice with many providers. If you want hosted email you better get a service such as Live Domains, Google Apps or Office 365.

A MX record just tells where the emails should end but doesn't mean there's a server there to receive them.

I don't believe it is normal practice, as the domain name and hosting are totally separate services, and they should have different t&cs and contracts. However I recall reading a similar thread about another ISP who deleted a website after the domain got transferred away. I have only come across it once with a web host many years ago and they changed that practice after I complained about it, as they deleted all my clients email accounts after I transferred the domain.
Perhpas it is becoming more common with ISPs, but it is probably a good reason not to use an ISP for anything else apart from an internet connection.
What do their T&Cs say about transferring a domain causing the canceling other services?

Jaxar

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#991164 20-Feb-2014 15:15

It is interesting to hear the perspective of this way not being normal. When I used to take these types of calls a common one was techs complaining that we did not automatically cancel the email hosting when the domain was moved away causing us to be possessive on the email.

Wish I had this thread to point them to back then.

Please note: I have a professional bias towards Vodafone.

mattwnz

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#991167 20-Feb-2014 15:18

Jaxar: It is interesting to hear the perspective of this way not being normal. When I used to take these types of calls a common one was techs complaining that we did not automatically cancel the email hosting when the domain was moved away causing us to be possessive on the email.

Wish I had this thread to point them to back then.

It all probably comes down to the providers terms and conditions.