I recently transferred several domains to them and registered a few more through them. I have had a problem with one (partly my own making) and emailed them 3 times in the last 36 hours, one of which was marked high priority. Not one of these has been dealt with or responded to yet and I havent seen their livehelp actually live once yet. I have read so much in praise of this company, have I made a mistake?

How do people using them normally find their support?

I find their support responds quite well, usually.
Once in awhile they do seem a little slow.
All in all though, I highly recommend them.

If I got no reply by tomorrow I might take you up on your suggestion ;)

I suspect they are ok, its just one of those cases where you find yourself thinking - it really is just me :D

I've never gotten any replies from their support department on any issue. Granted I have had no problems with registration or anything related to the domains I have with them, but I am quite unhappy with their support.

What I've basically done is create a host and then point my name server entries to those host entries as I have been given my own name servers from a particular host I have a domain with. Trouble is I put the wrong damn ip's into the host entries.

The mistake changes updated in a few hours, the corrected changes are coming up for 48 hours to take effect and I still cant see my site! Typical.

If I was using this site to do business and knew little about all this I'd be in a bit of bother by now wouldn't I. All I initially wanted to do was confirm that in their panel all I need to do is create host entries for my own nameservers and then update my nameserver part of the panel to those entries or if theres anything else I need to do before it'll work, but with no response I might as well be shooting in the dark.

If I get no response by tomorrow I plan to elevate the matter.

Originally posted by Cyberpunk
I have had a problem with one and emailed them 3 times in the last 36 hours, one of which was marked high priority. Not one of these has been dealt with or responded to yetI'm having the same problem with one of my transfered domains. A request for email support made 3 days ago still hasn't been dealt with.

Hi,

I have many many Domains with Stargate and are very Happy with them.

The best is when you use the Live-Support and not E-Mail, Mail-Support is realy not fast.

ohhh...

the "killed" the Live-Support :(

Hmmm... have you tryed this: http://www.stargateinc.com/pages/faq.asp (Stargate Introduces Web Based Client Support System), they write that you can there track your Ticket.

After about 48 hours the changes I made updated and things are working again, as usual I end up figuring it out myself and hoping for the best, which worked this time :D. A few hours later the first of my queries gets answered which was a short email to basically say I have the host entries correct. Thanks a lot support!

Like I said, I havent seen live support "live" at all yet.

Atlantis, whats your problem exactly, heard nothing regarding confirmation? I requested one transfer for a domain that was with bulkregister (which I will never knowingly use again :angry: :angry: :angry: ) and heard nothing, until stargate informed me they had not responded to the transfer request after 5 days, which means the transfer request gets cancelled. I remade the request and after a brief and not totally pleasant discourse with bulkregister it all went through in about 12 hours.

While I'm really not impressed with their support so far I'm going to saty there because the prices are good and I can web control everything I need to, I'll never use a registrant again where I cant.

Which reminds me, I have a horrible .co.uk I'm banging heads with nominet about (hate dealing with them), anyone know a setup like stargate for .co.uk domains with web control, no luck finding anything so far.

8 days ago, I received a confirmation that my domain had been successfully transfered. However a check of the whois info for my domain at both register.com and whois.net shows that my domain has not been transfered. Considering that register.com updates whois info in a matter of minutes or hours rather than days, it shows that something somewhere has gone wrong :smash:

Oh, about nominet. I haven't used uk2.net but it might be worth a try.

Hello. So far we have no problem with Stargate, Inc.
The domain transfer takes 5 business days and it does.

When there is a delay, the problem is most likely due
to your old registrar. It gets cancelled and you simply
file a new request. Or "fire" your old registrar with
an urgent email to make a point that you don't like
their service and that you are transferring.

But, of course, you must make sure that all your
standing accounts are paid.




:)

You seem to be misunderstanding. According to Stargateinc, the transfer is already complete. It was completed 8 days ago. Yet all whois searches show the old domain info and old registrar.

If so, 2 things spring to mind.

1. Youve been charged but it hasnt been done.

2. Its been done but the dns/whois info hasnt been updated.

I'm no expert and there are probably other possibilities but these are the two that occur to me.

Did you get an email from your old registrar asking you to authorise the transfer from them to stargate?

Originally posted by Atlantis
You seem to be misunderstanding. According to Stargateinc, the transfer is already complete. It was completed 8 days ago. Yet all whois searches show the old domain info and old registrar.

I have a domain in the exact same situation. Kind of frustrating. Then I had another domain that StargateInc's signup for simply could not find the Administrative Contact for... support was of no help so I went with PowerPipe on that one. Grrr... :mad: so sick of shoddy service.

Hi!

May I know your domain so I may check it? I usually use alertsite.com for whois.

I have a strange feeling that there was indeed a mistake.
Are you sure your credit card has been charged for it? You can check with their sales.

Or better yet, I suggest you contact stargateinc and point
this out to them. That should solve it. Or anyone from stargate here who can act on this problem?



:)

Well i had small issue with them as i was trying to register 3 domain names, filling all the needed info and than on the order page they requested my Street No & Zip from the CC . There are no Street & Zip Info on the VISA card#s in Europe so i send them a mail and recived no answer since hm about 7-10 days. Is this a way to treat a customer? i dont think so.

Well I have received a reply from Stargateinc. They admit that there was a problem transfering my domain, and that they have resubmitted the domain transfer. They want me to wait another 5 business days for it to be completed :rolleyes:

I wonder what would have happened if I hadn't noticed there was something wrong and told them. They'd probably have done nothing....

I was waiting for a couple of names to register, and eventually emailed them to ask whats going on. The reply I got was a couple of lines saying that the names did not go through, try again. I replied to say arent you even going to tell me why and that I wasnt very impressed with the answer. Got another short reply saying it might have had something to do with their connection to the registry being reset.

I replied to say, I suppose I will try again, and hopefully the tech support will be better in future too.

I had a similar experience with Stargate as the two previous posts. In the end, I got it all sorted, but it was still a pain.

And guess what I just received? Yes, SPAM SENT FROM STARGATE. They seem to be selling customer information and relaying SPAM to their customers. Most registrars do this, so I guess this isn't anything new... Gives ya something to think about though.

I quote from avara:

"And guess what I just received? Yes, SPAM SENT FROM STARGATE. They seem to be selling customer information and relaying SPAM to their customers. Most registrars do this, so I guess this isn't anything new... "

--

Really? That is indeed a serious accusation. I never received a spam email from Stargate, Inc. I read this from their website
at:

http://www.stargateinc.com/pages/registrationagreement.htm


d. Privacy Policy: Disclosure and Use of Registration Information
"You agree and acknowledge that Stargate will make available domain name registration information you provide or that we otherwise maintain to ICANN, to the registry administrator(s), and to other third parties as ICANN and applicable laws may require or permit. You further agree and acknowledge that Stargate may make publicly available, or directly available to third party vendors, some, or all, of the domain name registration information you provide, for purposes of inspection (such as through our "whois" service) or for targeted marketing and other purposes as required or permitted by ICANN and applicable laws. "

I am not good at interpreting policies. Maybe someone can help.
As far as we are concerned (without in any way defending stargate), we didn't get any spam email that you are mentioning.

Let's clear up the matter because in my opinion, this is somehow affecting stargate's credibility.

At any rate, if you have complaints regarding the service, it is my contention that you direct the complaint to them and not through this forum.

:)

I've received another email from Stargate. Here's what it said :

"Unfortunately, your domain is unable to be transferred to Stargate at this time, due to a non-acknowledgement from your current registrar. Please contact your current registrar regarding this declined transfer, as your domain has been placed on a holding status and is ineligible for transfer at this time."

Now what does this mean ? Why is my domain on a holding status when it hasn't even expired yet ? I don't hold out much hope of getting any kind of reply from my current registrar on this :rolleyes: They're terrible, which is why I was trying to transfer to Stargate in the first place.

Atlantis,

HI!

We have encountered that situation. One possible reason why it is on hold is that your Admin contact (email address) might have been different from that placed in record on your current registrar.

Our domain was at that time one month before its expiration. Well, what we did is have it expired which is quite a risk.

From what I see in your email is that Stargate was not to be blamed but the inefficiency of your current registrar. Suggestion: Fire a "friendly" email to your current registrar or fax them perhaps. You might be able to "force" them to act.

Best of luck!

:)

Not in this case it seems. They've refused, citing a terms-of-agreement which apparently locks me in with them :angry:

They specifically said this : "To review the Terms and Conditions that were agreed upon during the TotalNIC CORE domain name registration process please go to http://core.TotalNIC.net/conditions.html, Section 2, Initial Term. As per that agreement, your request for transfer has been rejected."

Here's what Totalnic's definition of the Initial Term is :
"The initial term shall commence on the commencement date and shall continue thereafter for successive periods of the same duration as the initial term unless the agreement is terminated by either party 30 days prior to the commencement of the successive period. In the case of registrations where the initial term is up to 2 years this agreement shall continue for successive periods of up to 1 year unless the agreement is terminated by either party 30 days prior to the commencement of the successive period."

Hmmm, not many options left for me now....

I'ev received another email from my registrar, stating a different reason why they're blocking the transfer. Its apparently for "security reasons" that they don't allow any transfers at all, for anyone.

Is there any legal requirement on the part of domain registrars to accept transfer requests ?

Sounds like they dont allow transfers because they dont want to allow transfers.

If you are listed as the registrant and admin contact and there are no binding limitations you agreed to when you purchased it then its yours to transfer if you want, where you want.

The worst hassles I ever had was having to prove I own a name by faxing an authorisation form to update details and proof of payment.

Keep at them, mabye they'll give you a third different reason :D

There are far more expert people than me around here, perhaps they can enlighten you further to your options.

P.S. - I contacted UK2 with some questions when you suggested it and they seem to have ignored it, no reply. One of them was a quote request for a leased line too!

Atlantis, I'm about to attempt a transfer of four names from totalnic myself. First I have to solve another problem where I didn't list myself as the registrant (not brilliant on my part, but it doesn't matter much with other registrars). The registrant is listed as the domain (yeek). We'll see if totalnic can make the adjustments as I requested by fax (as instructed), and *then* I'll attempt to transfer the domains. I can't stand totalnic, and hope to goodness I can get the domains out of there.

I read what you posted and honestly I can't tell if that applies to my situation as well, or what that exactly means heh.

Hi,
Originally posted by Cyberpunk
Like I said, I havent seen live support "live" at all yet.
have now found the Live-Support, its now put in the Support-System. The Support-System looks good, there you can now Track the Problem-Tickets what you made.
Hope this Help.

"And guess what I just received? Yes, SPAM SENT FROM STARGATE. They seem to be selling customer information and relaying SPAM to their customers. Most registrars do this, so I guess this isn't anything new... Gives ya something to think about though."

Avara,

I called and spoke with Stargate on this matter, and they were very upset to hear about it.

I was told by their Dir. Internet Operations that stargate has a corporate policy that does not allow any SPAM to be sent to its client base by Stargate. But because WHOIS information is made public that anyone can access WHOIS and send to those e-mail addresses. Also, ICANN policy requires Stargate to sell it's database if requested. But I was told Stargate has not been solicited to sell by anyone yet.

I am a large bulk customer with over 1000 domains with Stargate and I have never received SPAM. They are also one of the few registrars that actually have nice people to deal with.

Originally posted by Atlantis

Here's what Totalnic's definition of the Initial Term is :

"The initial term shall commence on the commencement date and shall continue thereafter for successive periods of the same duration as the initial term unless the agreement is terminated by either party 30 days prior to the commencement of the successive period. In the case of registrations where the initial term is up to 2 years this agreement shall continue for successive periods of up to 1 year unless the agreement is terminated by either party 30 days prior to the commencement of the successive period."

Hmmm, not many options left for me now....

Well, from what I understand, you have registered a domain with them (totalnic) for 2 years. (Correct me if I am wrong) Since you failed to terminate the agreement (maybe cancel or delete the registered domain?) , you will have to wait for a period of one (1) year. And then, you can transfer the domain afterwards.

If there is an option in their control panel to delete your domain, you can do it, but that is one risky solution. Once deleted, your domain should be free for everyone to register. Maybe what you can do is after you delete it, you will have to re-register it again to another registrar like Stargate.

More enlightenment on this possibility will be welcomed.

:)

test

:confused:

What the hell? You testing my ability to flame a newbie that resurrects a year and a half old thread?

:D

I can assure yout that the ticket support system at Stargateinc is buggy and it wouldn't send you any email when your ticket's replied. From the first time the ticket system's introduce till now, everytime I submitted a ticket, the next time I login, the ticket's disappeard and the status is "replied" but I couldn't see any reply nor do I receive it by email. If someone from Stargateinc is here, well could you please check it out? It's a very annoying problem.

I have about 10 domains registered at Stargateinc and so far I've never had any serious problem. I'd still recommend Stargateinc to advanced users, but if for newbies, I usually recommend 000domains to them which has much better support. They don't use any ticket system yet they are very responsive.