Discount Domains unresponsive

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tek

112 posts

Master Geek

ID Verified

#247947 4-Mar-2019 15:46

Afternoon peeps,

Since Saturday I have been trying to transfer a clients domain over to my DiscountDomains account. I have it transferred now, but no DNS is being propagated. Doing a WHOIS on the domain still shows the old name servers but with an "unknown registrar". It used to say the old companies name.

Its been about 35 hours since making the transfer. I've tried to make contact with DiscountDomains via phone, email, support ticket and Facebook. All unsuccessful. This morning their phone line would just ring and ring, now its turned off and asks to just leave a message.

I know it can take up to 72hrs, but in all my years, this has never taken me more than 4hrs incl the transfer.

Does anyone have any ideas on what I can do next? I've even tried generating a new UDAI code from DiscountDomains to try a different registrar, but the emails never arrive :(

Aredwood

3885 posts

Uber Geek

#2190853 4-Mar-2019 17:46

Are they a reseller? I got caught in the collapse of 24/7 hosting, and had to contact the upstream provider they were using to sell .com domains. Thankfully that company sorted out the problem.

Quinny

885 posts

Ultimate Geek

Trusted

#2190872 4-Mar-2019 18:17

Are your emails to an old ihug or vodafone address. Mail has been broken happening all weekend.

tek

112 posts

Master Geek

ID Verified

#2190880 4-Mar-2019 18:36

I believe they are a reseller, so may have to talk to them if I can't get anything out of DiscountDomains. Believe it's Umbrellar. And no the emails I've been sending are to an @discountdomains.co.nz address...

I will mention they replied on facebook just now saying they have had high support tickets today... Waiting to hear anything more.. While I wait, I may do some shopping and find a non-reseller I like :)

onebytemike

90 posts

Master Geek

#2190884 4-Mar-2019 18:48

Discount Domains are not a reseller of .nz domains. They're owned by Umbrellar and with their combined brands, are the largest domain name registrar in New Zealand.

When I used to work there, Discount Domains offered business hours support only, so you may not have received a response over the weekend. I would have expected something today though, especially when you've emailed and called.

Assuming you've updated the DNS settings on https://secure.discountdomains.co.nz, PM me the domain name and i'll see if I can reach someone to help you.

tek

112 posts

Master Geek

ID Verified

#2190925 4-Mar-2019 18:56

onebytemike:

Discount Domains are not a reseller of .nz domains. They're owned by Umbrellar and with their combined brands, are the largest domain name registrar in New Zealand.

When I used to work there, Discount Domains offered business hours support only, so you may not have received a response over the weekend. I would have expected something today though, especially when you've emailed and called.

Assuming you've updated the DNS settings on https://secure.discountdomains.co.nz, PM me the domain name and i'll see if I can reach someone to help you.

Cheers mate, have PM'd

I do like DiscountDomains, and the ability to manage multiple accounts is cool. Maybe I could move to Umbrellar if this becomes a regular thing... They may have more support capacity?

mattwnz

20141 posts

Uber Geek

#2190995 4-Mar-2019 21:43

I think they are also using a new support system and possibly maybe now using overseas staff? I have been getting replies at like 2am in the morning. So that may account for the delay in the reply.The old support system used to let you log in to view the ticket to check it's status, but you can't do this anymore.

krichnz

3 posts

Wannabe Geek

#2196484 12-Mar-2019 12:08

I've also been buying domains from DD for years, have 40+ in my account and the last two that were purchased still have unresolved nameservers. One of them we purchased and set the nameservers almost 2 weeks ago, the other one is approaching a week and the nameservers are still not resolving. Their support is slow and unhelpful. I've been using https://www.whatsmydns.net to check propagation and also https://dnschecker.org/. Occasionally whatsmydns will show the nameservers resolved on servers in Turkey, India and sometimes Russia. I've never had an issue like this before, and like the OP, DNS resolution used to takes just hours, not days, and never weeks like now. This is the response I got to the support ticket I submitted:

Thank you for the email.

We have checked and can see that you have updated the Openhost name servers for the domain newbrightonunion.org.nz.

Make note, name server generally takes 24-72 hours for the propagation.

We have re-sync the DNS zone from our. Please wait until it gets propagated successfully.

If an issue still persists, get back to us.

This was after the nameservers were set on Monday 25th Feb. I submitted the ticket on Friday 1st March, they replied the next day at 5am. In the past I'd get a reply after a couple of horus. And it's still not working.

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xpd

Geek @ Coastguard NZ
13765 posts

Uber Geek

Retired Mod

ID Verified

Trusted

Lifetime subscriber

#2196500 12-Mar-2019 13:06

mattwnz:

I think they are also using a new support system and possibly maybe now using overseas staff? I have been getting replies at like 2am in the morning. So that may account for the delay in the reply.The old support system used to let you log in to view the ticket to check it's status, but you can't do this anymore.

There is/was during my time with Umbrella essentially 3 support teams, one of them is based overseas covering night shift.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

LinkTree

krichnz

3 posts

Wannabe Geek

#2196523 12-Mar-2019 13:50

Probably should have saved my ranting about DD until doing some more testing.... I just set one of my domains to use CloudFlare, instead of OpenHosts nameservers, it is resolving already after just an hour. So the issue must be with OpenHost (in my case anyway).