Surprised at poor service

[Cassie]

I have always received pretty good service from the tech bods but I am having a bit of bother at the moment.

Unfortunately I don't think it is their fault and am a bit worried about what has happen - in fact I am more than worried - I am pretty annoyed.

When I transfered one of my domains across my name, Company details, address etc. was changed so that the whois details were not correct. It has taken me ages to get them to change it back and then they only did part of it.

They now say
"We have requested enom to change the details and we will update you as soon as we get reply from enom. As enom remains closed on weekends so there might be delay in replying."

I haven't a clue who enom is or why they changed the details in the first place. Every time I ask I just get "we will get it changed" not why they changed it.

I have transfered domain names to and from various different companies many times over the last few years and no-one has ever done this before.

Before I plumped for Webhosting UK I checked that the domain name would still belong to me as I had heard storied of cheap domain names which you don't actually own. So I am petty annoyed that they have done this, but I am more annoyed that they will not give an explanation as to why.

[Administrator]

This has nothing to do with our service. You own a .co.uk domain name and whois information of .co.uk domains is managed by nominet and not our company. You should contact nominet to get the whois information modified as they don't allow hosting companies or registrar's to modify information of customers domains.

Though our staff members have tried to get this sorted from ENOM but this wont work as Nominet wont allow ENOM to change the domain ownership information. You need to contact nominet directly as no one else will be authenticated by them to change whois information of your domain name.

[kev woodman]

eNom is a big domain name registrar. These are licensed by the registry for .co.uk, Nominet, to sell domain names. Nominet are in turn licensed by ICANN which is in overall control of the domain name system.

Generally once you have purchased a domain via a registrar you are responsible for making sure that the records held by Nominet are correct and any changes to these need to be done by you directly through Nominet.

[Cassie]

So who changed them in the first place - I didn't - and I didn't autorise anyone to change them !

[kev woodman]

Nominet should be able to tell you that as well.

[Cassie]

In the interest of fairness to WUK I am posting their latest email reply. I think it is apologising for making their mistake - if I am wrong please correct me.

"We sincerely apologize for the inconvenience and the trouble you experienced after the domain transfer of " knitting-yarn.co.uk " , it may have happened that when the domain transfer request was initiated from our end the option for the domain transfer " Apply WhoIs Info: Automatically transfer universal WhoIs contact information. (recommended) " was not selected and so when the domain got transfered under our registry the Whois info also got changed which reflected to display our infomation in the Whois database after the domain got transfered to " Enom "."

I would need pretty high reassurance that this could not happen again and extra info on anything I need to do to make sure it doesn't happen again.

When I get that I have about 10 domains I need to transfer away from the dreaded 123REG.

[Administrator]

it is possible that general whois information got changed in transfer process but "Registrant name" never changes in transfer process. inform me when you initiate transfer requests this time as I would like to verify transfer options this time to check what went wrong previously.