HEART INTERNET problems AGAIN

[retired_member36]

Jeeze what a P*ss take!

Recently bought a domain at crazy domains (took advantage of their cheap registration fee's). Contacted them and asked them to change the TAG to heart's as i host the majority of my sites on a heart reseller package.

Got a fairly quick reply saying they had completed my request! NICE ONE

Tried transfering it into heart only to find its still showing in another customers account, WTF?

I contacted their customer service team asking them if they could look into it.

This domain is already held by us, but it is currently in another customers account, possibly the previous host.

You can contact this person directly if you know who it is, normally this is the quickest way to proceed. Alternatively I can contact them on your behalf, in order to carry out an intercustomer transfer.

If we don't hear back from them in seven days in order to pass this domain over to you we require proof of ownership in the form of two pieces of ID, one of which must be photo ID. For example a passport and or utility bill. You can send this via fax or attach them to this ticket, when you can provide the needed documents then we will move control of this domain renewal over to you. These details must match the whois information on the domain.

Would you like me to proceed and contact the owner of the other account?

How can it still be in their account if it has expired, Why should i have to wait several days! I just cant understand why they can not look at the whois, and they will see a new registration date on it!

I am fairly f*cked off with this to be honest!

RANT OVER

 

[Skinner]

Kinda outta sympathy for those who stay with heart/host europe.

I had this with 123-reg one of the many occasions they screwed up, I had to fax (who the hell uses a fax its 2013 not 1983) a written covernote and include ID.

GET OUT WHILE YOU CAN!

 

[WealdDomains]

If it's a .co.uk name, politely-but-assertively remind Heart that you are the legal registrant (which they can see from a Nominet whois) and, whilst you appreciate their concern for the previous registrant, they are failing to provide a service to the legal registrant because of a blatant weakness in their own maintenance procedures. At this point they will normally bluster about how on this occasion they will do as you request.

 

[DaveLeeds]

I've had the same problem many times. You don't have to wait seven days, they're fully aware that the previous owner has dropped the domain. Remind them of what it says on their 'Domain Reference' page:

Please be aware that un-associated domain references will be deleted after 24 hours.

Seven days my arse.

 

[mat]

It’s no big deal, I have this all the time with Heart and it is simply because the previous owner of the domain name has not deleted the domain reference from their hosting account.

I normally click to send the automatic email to the owner and if it’s not changed within about 24 hours I just send a support ticket to Heart telling them that I am now the owner of the domain name and they can check this via the whois.

Normally get a reply back within the hour and domain reference deleted.

 

[mat]

Infact just done one, support ticket actioned and replied to within 2 minutes!

 

[DaveLeeds]

Infact just done one, support ticket actioned and replied to within 2 minutes!

I have one to do, let's see if they can be as quick.

 

[DaveLeeds]

I have one to do, let's see if they can be as quick.

I suppose I should eat humble pie, raised the ticket at 13:15
and the domain reference was deleted at 16:50

 

[WealdDomains]

I suppose I should eat humble pie

Sorry, I disagree. The purchase of the domain (or FTR availability of the domain) should have meant that you didn't face this problem in the first place. The fact that their support team will normally sort it out pretty quickly when nudged is very positive but doesn't alter the systemic flaw in their monitoring of domain registrants.

 

[DaveLeeds]

Sorry, I disagree. The purchase of the domain (or FTR availability of the domain) should have meant that you didn't face this problem in the first place. The fact that their support team will normally sort it out pretty quickly when nudged is very positive but doesn't alter the systemic flaw in their monitoring of domain registrants.

Yes, very true. The 7 day rule was my main gripe with them, constant tickets and badgering them (I know this shouldn't have had to be necessary) got the deletion of domain references down to 2-3 days. Now i just quote them my previous ticket numbers and as above, all done in a few hours.
Although i wouldn't recommend them to anyone i don't personally know of a company that offer a resellers package at a competitive price. Also moving the 300+ domains (some pvt with sites) to another host would be a major time consuming pain in the neck for me far out weighing the little niggley problems that i have with H.

 

[mat]

Sorry, I disagree. The purchase of the domain (or FTR availability of the domain) should have meant that you didn't face this problem in the first place. The fact that their support team will normally sort it out pretty quickly when nudged is very positive but doesn't alter the systemic flaw in their monitoring of domain registrants.

I think the problem may be that the domain reference is connected to the users hosting package for that name. For example if I let mydomain.co.uk expire, I may still have a website in my account with the name mydomain.co.uk, which obviously cant just be deleted. As a user, you cant delete the reference until the website package has been deleted.

 

[Skinner]

Thats a heart problem then, with cpanel/whm you can change all the references, usernames, passwords, master domain, anything.

Since heart apparently use a proprietary system, they should be able to code a fix for that.

I think the problem may be that the domain reference is connected to the users hosting package for that name. For example if I let mydomain.co.uk expire, I may still have a website in my account with the name mydomain.co.uk, which obviously cant just be deleted. As a user, you cant delete the reference until the website package has been deleted.

 

[scooter]

I've has problems too. Where is the new safe house? Where are people moving to?





.

 

[Skinner]

The only place I keep domains aside from on my tag is daily.co.uk (which as best I know hasn't been bought out... yet).

I've has problems too. Where is the new safe house? Where are people moving to?
.

 

[seanc]

the problem with heart internet is that they dont seem to remove any domains from your account that you no longer own.

my domain list with heart internet has domains in it that i sold along time ago,
so if i sold a domain to another heart internet user, there system still thinks im the owner, although the whois says otherwise.

submit a ticket, credit where its due, heart internet do answer pretty quick, and they can remove any old domains from your account if you tell them which ones.

 

[monaghan]

I've has problems too. Where is the new safe house? Where are people moving to?

Why not become a Nominet member, get a TAG and do it yourself? The web based panel Nominet introduced a few years back will let you manage your domains without having to have a PGP / EPP system.

 

[scooter]

I have only got about 50 names and a lot of them will be dropping. So not worth it. (could be for others) I will check out Daily.




.

 

[Blossom]

The only place I keep domains aside from on my tag is daily.co.uk (which as best I know hasn't been bought out... yet).

They don't make enough to get bought out.

 

[mdrussell]

http://uk.reuters.com/article/2013/07/19/uk-hosteurope-sale-idUKBRE96I08520130719

 

[retired_member36]

After the problems ive been suffering, i decided to get my own TAG. So i logged into hearinternet, and clicked the link in the admin area to change the nominet TAG, After confirming i was redirected back to the main domain management area (No confirmation message or anything saying the change was pending). I know things can take a little bit of time to update so left it a while!! Nothing happened so deciced to contact their support stating that i attempted to change the tag on the domain to my own but am having problems.

Got the follwoing reply

Thanks for contacting us.

1) From your Heart Internet Control Panel, Click 'Order>Transfer a Domain' from the right-hand menu.
2) Enter the URL of your domain in the box at the bottom, then click 'Start Transfer'.
3) This will place the domain in your basket; this is accessible from the top right-hand side of the screen.
4) If you are happy with this purchase, click 'Checkout Now' and follow on-screen instructions.


A confirmation request will be sent to the billing handle for your domain - this will normally be set to your domain provider, in which case no further action is required from yourself.

ME:

Am i right in thinking what you have described above is to transfer a domain name into heart?

I am wanting to change the TAG on the domains xxxxxxxxx to my own TAG which is xxxxxxxxxxx so i can manage it in my own nominet account

HEART:

Hi Lee,

Thanks for your reply

Sorry this was my mistake, You can change the tag of your domain by following the link below:

https://customer.heartinternet.co.uk/domains/c0f3fe95b3b932ff/action.cgi?action=ipstag_change

Please let me know if you have any further questions and I will be happy to answer them for you

ME:

I have attempted this twice already, which is why i have created this support ticket. Each time i confirm it, i am redirected back to my domain manager page and get no message saying that the request was successful or is pending

HEART:

Thanks for your reply

Sorry to hear that you are having this issue, however I have emails our registrar in relation to this issue for you and will get back to you as soon as we receive a email back from them.

Thanks in advance for your patience with this.

ME:

Ok.. so how long is this likely to take please? Is it not something you can alter manually?

HEART:

Thanks for your reply

This is not something that we would be able to alter ourselves as a result i have passed this to our registrars who should get back to us shortly in relation to this, However as soon as we receive a reply from them I will update you via the ticketing system.

Thanks in advance for your patience with this.

ME: (about 10 hours after the previous message)

I know the previous reply said when you know something you will let me know, but this is taking the mick now. I had trouble when trying to transfer a .com away not too long ago which almost cost me a sale, and now im having trouble with a .co.uk. Your tech team should be able to do this manually via nominet rather than keeping a customer waiting while they investigate what the problem is within the system.

Sorry to moan but this is just not acceptable when its something so easy to change.

Please could you give me the contact details of a manager to discuss this further.

HEART:

Thanks for the reply. I am not able to provide contact details for management, however I will pass the ticket to a senior tech support and they will chase this now.

Sorry for the inconvenience

HEART:

Thanks for the reply. This issue is currently being escalated to the product team at the main registrar as this is a issue with there system.

Sorry for the inconvenience and we are chasing regarding this

Guess these kind of problems justify me getting my own tag.... Still waiting....