Domain and iCann

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I have been told by our legal department the following, Homestead is in breech of their own policies as you are charging clients to provide services which you are not providing. Regardless of who is at fault, iCann, client, Homestead, you are not to charge when you are not able to provide the service that you are charging for.
We, www.thestaffroom.com and www.tsrcanada.com and all the other domains as we have 4 or 5 with you, were reassured that our contact info was properly saved, by homestead. We were in contact with one of your employees that insisted that they saved he contact info properly, not less than 6 months ago. We had this icann issue surface with www.tsrcanada.com and in order to make sure it does not happen with any other domains, we corrected all other incorrect contact info. ALSO it is in the power of HOMESTEAD's powers to be able to put this back up and running rather than making clients jump through hoops and making us wait days on end. So please ensure that the domain, www.the-staffroom.com is back up and running properly within 12 hours. The correct info has been saved more than 5 times yet again and we have not received an email at all. We have a 1.5 million dollar contract riding on this, should we fail to get this, I can guarantee you there will be legal consequences.

twiggy

2,186 Points

Posted 1 year ago

1 year ago

Drew N, Community Manager

261,084 Points

twiggy, I do understand your frustration, and I have checked with our compliance department and what you are asking is not possible. The only way for a domain hold to be resolved is by the domain owner. We must receive the documents that I requested at the address.

If you are no longer able to access the domains registrant email address registered to the domain in order to verify it you must do the following:

You MUST make the domain contact update yourself through your Homestead account from the Domains tab. (The update needs to be made by you to help us keep within ICANN’s regulations. The new ICANN policy requires the old email address and new email address approve the registrant contact update made. The registrant will NOT update until it is approved by both email addresses. Additionally, the registrant contact update request will timeout after 5 days if it is not approved by both addresses)

After you have made this update you will need to send an email to: compliance@homesteadsupport.com

Please include the domain name you need assistance with and that the reason is a clienthold status on the domain. Also, include that you are unable to receive both verification emails.

sample note:

"I have provided the following documents to allow you to verify my ownership of this domain to approve the registrant contact update I have submitted”

Proper Documents:

You will need to provide us with a color copy of a government issued photo ID(such as a driver’s license and not a passport.)

If your domain address does not match the government ID address, you will also need a scanned copy of a utility bill with an address that matches the domain.

Compliance will typically reply within 48 hours. If you let me know what address you sent the email from, I can probably get it done faster for you.

1 year ago

twiggy

2,186 Points

Drew I have done this I have sent 2 emails now....and I have made sure the info is correct on homestead is correct I will send my driver's lic yet again - please note that as a victim of identity theft I am NOT pleased that I am being force to do this. In the mean time can you have www,the-staffroom.com pointing to www,thestaffroom.net and we will also need the emails pointing there. OR do you think this will be resolved TODAY FRIDAY SEPT 15?

1 year ago

twiggy

2,186 Points

This was sent again with 4 or 5 pieces of id with both addresses.....and why have I not received an email back to confirm any changes?? This is ridiculous

2017-09-15T16:17:32+00:00

Drew N, Community Manager

261,082 Points

What email address are you sending from? I mentioned earlier, our compliance department responds within 48 hours. I should be able to speed this up for you, and hopefully get everything done today. I hope you understand that these document requirements are not Homestead policy. These are the ICANN regulations and we must comply with them.

2017-09-15T16:53:04+00:00

twiggy

2,186 Points

from twiggy149@hotmail.com

2017-09-15T16:57:45+00:00

twiggy

2,186 Points

that is fine, every thing was sent and the subject line says URGENT 3RD REQUEST

2017-09-15T16:58:16+00:00

twiggy

2,186 Points

Thank you Drew, wish I had a direct way to reach you

2017-09-15T17:33:00+00:00

Drew N, Community Manager

261,082 Points

You can reach me here. I actually don't have a log in to the phone system any longer. I work entirely online. I am working with compliance right now. I will let you know if we need anything else.

I also want to make you aware that when ICANN suspends a domain, they basically block the DNS, so essentially the domain can not be found on the internet, just as if it didn't exist. When it gets unsuspended it has to propagate the DNS again. Normally, it will recover within an hour, but it can take up to 48 hours. There is nothing that can be done about how long this process takes.

2017-09-15T17:35:25+00:00

Drew N, Community Manager

261,082 Points

They are telling me that your ID is not readable and is in black and white. It must be in color and readable. Can you get a better copy, or take a digital picture and send it that way?

2017-09-15T17:43:14+00:00

twiggy

2,186 Points

ok I will have this to them in 5 minutes

2017-09-15T17:52:44+00:00

twiggy

2,186 Points

I sent this now 3 times to them the one email will be from a number as it is direct form the scanner the other subject line is THE STAFF ROOM

2017-09-15T17:58:56+00:00

Drew N, Community Manager

261,082 Points

The last one is good. The domain is verified now and should come up with propagation time.

2017-09-15T18:19:16+00:00

twiggy

2,186 Points

I just received the email......what does it mean to opt out of the 60 day lock?

2017-09-15T18:22:20+00:00

Drew N, Community Manager

261,082 Points

When you change domain contact information ICANN now requires a 60 day lock on the domain, just as it has always done on newly registered domains. You are able to opt out of this lock if you plan to transfer the domain within 60 days. It isn't a big deal because if you did want to change to a new web host, you can always point the domain for 60 days before transferring.