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Two Domain Name Providers but Website down.

I am very new to your forum and have no understanding of ISP's etc, so any help (and patience) you can offer me with a vexed questions, would be most appreciated.

I am a professional photographer, originally from the UK and based in Ireland for many years. I buy my photography business website from a UK company called Clikpic, they also acted as 3rd party to sell me the domain name at which it is pointed.

At the beginning of this week, with over a week left to run on my Domain name contract with them (for 2 years - and which has been renewed for a total of 5 years) I decided to change to another provider, based in Ireland (where I live) and whose fees are about 60% less and whom I can pay by direct debit and not laser card.

The domain name transfer can take up to 10 days to complete, I'm told, but the original provider Clikpic have stopped pointing my domain at the website, and it has now been down for 5 days. I was not told that this would happened and I have paid for it until 16th January.

So, in effect, I have paid two providers for a domain name that my customers haven't been able to access for 5 days. I am also being charged for adverts running via a social network site, which point directly at the website that is down.

Is this normal practice? and can you suggest how I might complain? And was I just naive to expect the website to stay online until the transfer had occurred? I find it hard to think that it is normal practice to take a website down until the domain name transfer has processed - especially as I am in credit with both providers.

For you information, I have a .com domain name, and it is provided via Clikpic.com in the UK, although | think that they are a 3rd party, so at the moment I have no idea who the domain registrar is, or how to contact them. But I will email clikpic.com support and ask them for more information.

Thank you for any assistance that you may be able to give me with this question.

Stephen Power
 
Last edited:
What kind of domain was it (the suffix)?

Some domains require you to renew them before they expire otherwise they are deleted on the renewal date.

Then depending on what suffix it is, depends who you can realistically complain to.

Matt
 
Thanks for the reply, Matt

It is a .com domain name, and I have just found out that the provider is called EasySpace Ltd (www.easyspace.com) based in the UK, I think.

Just to clarify, the renewal date is still not up (16th January), but my website is not longer visible because (I think) the 3rd party - Clikpic.com - from who I originally purchased the domain name stopped pointing my website at it.

My issue is that I have currently paid 2 providers but have no visible website.

Since posting this, I have made a complaint to the registrar via something called ICANN - but I'm not sure how useful this will be? I've also found (with some difficulty) a contact form for EasySpace and I have written to them as well.

I have to say that Clikpic - who build my website and through whom I originally purchased the domain and to whom I have given a lot of money over the years - have just dropped me like a hot brick and are not responding to my requests for assistance.

Stephen Power
 
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Accoring to ICANN .com's are still handled by VeriSign, Inc. but I'm not 100% familiar with their rules. In the UK a .co.uk domain can be regained through dispute resolution via Nominet but .com's have different rules.

http://www.verisigninc.com

I know some people on this forum will have a much better understanding of your .com options so hopefully we'll hear from them. A few google searches might help.
 
The best way to determine what the problem is is by running a whois on the domain and seeing who the name servers point to and what (if any) is the IP address on the lookup? A good free online tool to use is http://www.nwtools.com. Just pop your domain into the search bar and ensure the search facility in on 'express'.

It should show you firstly what IP address it has (if it has the correct A record set-up) and secondly it should show you what name servers it is pointed to. If it is not pointed to the correct name servers this is why it is not working.

Really, your host/registrar should not do anything with your domain until you inform them that the transfer has completed. However, they may have got itchy fingers and removed your domain name servers or pointed it at invalid name servers.
 
I'm not sure if .com domains have the same hijacking rule that .co.uk ones do. The OP's problem is that their prior host has effectively hijacked the domain from them, which use to happen in the UK too until Nominet changed the .co.uk rules. I don't know how USA .com's handle this.
 
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