For the past 3 weeks I have been unable to resolve some practical issues with Enom.

1. They have been unable to remove from my list of domains 2 that have been sold and moved out of Enom.
2. Their "global edit" feature does not affect .ORG and .US domains - the updates are shown only on Enom's WHOIS and not at the respective Registries.

I'm disappointed by this and will be considering other options in the future.

i'm also facing an issue now i renewed a .org domain and it almost been an hour and is not renewed!

the whois info is invalid and ofcourse since its expired it can't be modified!

Yeah but still, in my case I have opened tickets via my (very reliable) ETP and Enom has not done a thing in 3 weeks.

Who was that fella here who said he's an Enom programmer looking for suggestions for new features?

you're opening tickets from your ETP account or sub-account?

he is Divaqs http://www.webhostingtalk.com/showthread.php?s=&threadid=251955

I had similiar issues with the whois of us and .org names. The enom response is "you are entering invalid info". When I check their database it is showing the "invalid" info perfectly when I check pir.org is shows the info I used when I first registered the name. They need to get their S$@! together and fast.

And yes timechange their support is going downhill. I get much faster support from their reseller.

well-said dmaven, that's exactly what I thought: incompatible databases.

Originally posted by Bashar
you're opening tickets from your ETP account or sub-account?

he is Divaqs http://www.webhostingtalk.com/showthread.php?s=&threadid=251955

I have a reseller account; my upstream reseller (ETP) opens the tickets with Enom.

It's been two weeks and I'm still waiting for a reply from support.

fewcoin

So the slow support response is the norm not the exception based on what I am seeing and experiencing.

Originally posted by timechange.com
well-said dmaven, that's exactly what I thought: incompatible databases.

Actually this is a long standing enom bug.

my .org just got renewed and guess what twice :mad:

i tried to renew via the API then via enom site so i got charged double :|

I just updated an .ORG with Dotster; updated with PIR in 5 minutes!

I will try individual ORG updates with Enom and God help them if they don't go through!

Enom is caring less since a few months I can confirm that. I bought a few domains and due the fact that I live in another place than my company is registered I got a few registered domains canceled (fraud department) and contacted them why. They explained that its a standard thing and that they will add a note to my account to make sure everything is ok.

2 weeks later the same happend to a well known domain name (a customer was the owner) and the domain was lost cause enom dropped it for the same reason.

Now I am the one who has to pay my customers losses as buydomains.com grabbed the domain before i could re- register it ...

Thanks enom :(

Yes they sound like a real good Domain company. Being sarcastic when I say that; When I start my own reseller I will probably just tell the customer that the domain comes with the package and then just buy the domain somewhere and be done with it. :rolleyes:

They used to be good, but I think they have gotten so fat they can care less about their clients.

Originally posted by dmaven
They used to be good, but I think they have gotten so fat they can care less about their clients.
Well... Tucows is much bigger and I've heard their customer support is great...

Sometimes you don't know either to trust small companies or the big ones... :rolleyes:

Hi All,

As an FYI, recently the .ORG registry made some very stringent NEW requirements on phone number formats (i.e. all numbers with no spaces, specific lengths of numbers depending on country, etc.). We have been working on updating our systems to handle this change, but haven't gotten everything adjusted yet.

I would be very surprised if eNom is the only registrar having issues with these changes.

Why no ticket updates? This is what I'd like to know.

Also, NameCheap is an Enom reseller; their updates work fine. Same with Dotster. Same with Stargate.

And updates fail for .US domains as well.

Originally posted by Eboy
Well... Tucows is much bigger and I've heard their customer support is great...

Sometimes you don't know either to trust small companies or the big ones... :rolleyes:

Thats because Tucows charges more and is therefore able to spend more on support.
Surprised?

Originally posted by GordonH
Thats because Tucows charges more and is therefore able to spend more on support.
Surprised?
No, not surprised. I already knew it, of course. ;)

My comment went towards that the fact a company is growing, shouldn't justify a lower level of service.

If I follow your statement, NetSol would have the greatest support ever seen. :)

Regards,

Eboy

You cannot compare Netsol with these two.

At $6.95 they have no money left to provide support.
At $10 tucows have a couple of dollars left for providing support.
There will therefore be a world of difference between the two.

I am an Enom ETP and a Tucows reseller.
Enom offers us lower prices but guess which one we use?

All I know is that my ETP reseller's tickets remain unanswered for close to a month now.

Originally posted by GordonH
You cannot compare Netsol with these two.
It was you comparing pricing vs. support, not me. I was comparing size vs. level of support, as per dmaven comment.

I cannot comment on opensrs support but their reputation is excellent. I think enom's aggressive strategy and pricing is stretching them too far. Rather than find out what "new" features people like to see or develop new products(web hosting etc.), improve service and make sure their systems actually work should be at the top of their radar screens.

I do believe that eNom has lost their way.

Originally posted by Research Names
I do believe that eNom has lost their way.

Hopefully they will find their way soon

Waiting 2 weeks for an email from sales, waiting 7 days for support (support ticket)

I guess I need to go back to the old method by contacting them personally. I have built a list of 4 of 5 people inside enom now that respond within 24 hours to their personal address.

I am an eNom ETP, and we have an "assigned" account rep that we can call for help if needed.

We have never had to wait longer then 24 hours for support.

If you are waiting longer, then it sounds like either your ETP doesn't know the proper way to get their support, or they are not truly and ETP and therefore are forced to submit tickets just like you are.

In other words, your support ticket is no different then theirs...

Both your statements are simply not the case, mrzippy (in my case).

Originally posted by timechange.com
Both your statements are simply not the case, mrzippy (in my case).

OK, I am lying then. :rolleyes:

I assume you are an ETP? If so, then you should contact eNom and ask them what is your account rep's contact info. This is your primary method of communication with the company, including support if you need it urgently. (they will tell you to use the "normal" support channels if the request is not urgent.)

I am an ETP also. I have never waited longer than 24 hours for a voice or email response. When you launch a request through the Support Center I am almost positive that it will flag whether you are an ETP or not; hence, the faster service for some.

All I am saying is that a) my ETP is indeed an ETP and b) he's been one for 3 years.

Enom selectively addresses the problem. For the .ORG issues I was informed by NameCheap that it's a database incompatibility that Enom still tries to iron out.

Bottom line: Enom's support is not what it used to be and .ORG update issue still stands.

Originally posted by timechange.com
Bottom line: Enom's support is not what it used to be and .ORG update issue still stands.

WRT the .org issue I am not familiar with this so I can't comment.

WRT to the support issue, I believe eNom support is the same it has always been. (For us, anyway.. of course I can't speak on anyone elses behalf.)

I don't mean to hijack the thread, but when I see general blanket statements saying that the support department of a company has gone bad.. based on only one or two customer's opinion... then I feel it's appropriate to add my 2 cents.

eNom support is very good for us.. but then again, we are paying for it.

:)

Did you read the thread or just the title? I describe what the .ORG/.US problem is.

It's not a blanket statement when issues like this remain open for a full month.

As an enom ETP(and also a user of one of their resellers) I can say for issues that are complex such as .org, .us contact info, or .ca registrations they resolve very slow(I get faster responses from their reseller). This is very consistent for the past year. Most of the responses I get are it is "due to invalid info" (when not) or the .ca registry is "picky" nothing accurate nor helpful. For trivial issues they are ok. Chances are if an ETP is going to contact them it will be for more serious issues NOT trivial. So I do agree with TC the support is lacking

I am also an ETP and as MrZippy wrote, my tickets are usually answered in 24 hours, but I admit that there are cases when they are slow, but from my experience these are just minor problems, I can definitely live with them.

same here tickets usually answered within 24-48hrs and the ones sent to diff. dept. especially development team takes a week or so but always get an answer :)

mrzippy you open ticket and email enom rep who you signed with to followup your ticket or just email the rep and he solve the problem?

Originally posted by Bashar
mrzippy you open ticket and email enom rep who you signed with to followup your ticket or just email the rep and he solve the problem?

I email the rep and she then either solves the problem or tells me to submit a support ticket and tell her the case #. Then she follows up with someone to make sure it is resolved quickly.

good idea, ill use that style for faster answers :D

Stupid enom, still have not received a response. I will be filling a ticket each day until I get it resolved.

its weekend.

post a ticket first thing in the morning monday :)

are you an ETP?

Yes, we have been an etp for more than 2 years. I placed a ticket 2 weeks ago.

try updating the ticket today , its monday that might help :)

I had a problem just recently with their tech support. It reminded me of what it was like to deal with Paysystems.com

I had renewed a domain name for a client who has a .ca name. When I renewed this for some reason Enom removed the nameserver information. The following day their web site wasn't working. I realized that it was the nameservers and corrected the problem.

After solving this I sent a very polite ticket to them to let them know of the problem.

I got some shumck who responded saying that there was no problem and he sees the name servers. Duh... really? Anyway, I responded again and wasn't nearly as polite the second time around since they wanted to pretend I was the tard who didn't know what he was talking about. I did get a reply, but I just deleted it as I could have cared less what they had to say at that point.


T

I ran a test on a few registrars that I have .ORG domains with

Enom -> Update failed
NameCheap -> Update failed
Stargate -> SUCCESS!

I was unable to even manually update my contact info with Enom, let alone the Global Edit feature. Changes via Stargate updated in 5 minutes.

Stargate.com also does something very smart: if the Phone number is malformed in any way, they insert their own support number. The proper format is +countryCode.Phone e.g. +1.1234567890

As I need to update contact info/email addresses to all my domains I'm left with no other option than to transfer all my ORG domains to Stargate. I've waited 5 weeks for Enom to fix this bug.

Originally posted by timechange.com

As I need to update contact info/email addresses to all my domains I'm left with no other option than to transfer all my ORG domains to Stargate. I've waited 5 weeks for Enom to fix this bug.

Actually this issue is going on for months. Some of their technical support people are so clueless and lazy it is not even funny. I am done trying to explain what the issue is with these people

Further updates.

Enom has been trying to resolve the issue, however they appear to be treating this as a trivial matter!

They manually updated one .ORG domain for me. It took 24 hours for the update to show. Tried the mass edit & manual edit myself - no dice 24 hours later.

In contrast, NameCheap's update went through (no NameCheap intervention was needed) after 24 hours.

So the scale shifts towards me moving back to Stargate.com for all my .ORG names.

Update: nothing has been resolved by Enom on the matter.

On the other hand, I've started transferring domains over to Stargate - their support response time is phenomenal: 2 hours max, including today Saturday.

Yes, but stargate drop domains on the day of expiry. They do not have any grace period. This is fine if all your customers pay before the expiry date but in my experience about 10% don;t and they are going to have to pay $100 to get the domain out of redemption.

Originally posted by GordonH
Yes, but stargate drop domains on the day of expiry. They do not have any grace period. This is fine if all your customers pay before the expiry date but in my experience about 10% don;t and they are going to have to pay $100 to get the domain out of redemption.

Gordon, where did you read that? Stargate implements 35 days of Redemption period. They most definitely do not drop domains on the date of expiration. Please don't post such information before you verify it.

And yes, Registrars are NOT required to have "grace periods".

Sorry, we have an account with stargate and when a domain reaches the expiry date they drop them into the redemption period.
They do not have a grace period.
Most registrars do this by renewing and then cancelling after 40 days.

The above was the situation as recently as February, which was the last time we had domain dropped.

Obviously I am a big stinking liar, but the lack of a grace period was actually one of the reasons we left them a couple of years ago.

:D I didn't say you are a liar, but the way it was phrased was incorrect.

AFAIK, only Enom has a grace period.

Originally posted by timechange.com
Stargate implements 35 days of Redemption period. They most definitely do not drop domains on the date of expiration. Please don't post such information before you verify it.

And yes, Registrars are NOT required to have "grace periods".


Grace period and Redemption period are two different things.

I have no idea if stargate offers a grace period (it is not required, but certainly is a very nice ability to have), but eNom does offer a 30 day grace period.

Once grace period is expired, then the domain goes into Redemption Status which means the customer must pay $100 - $200 to get the domain back, plus 1 year of registration.

(During grace period they don't pay any extra at all..)

Most registrars have a grace period.
OpenSRS has 40 days on com/net/org

Given the number of domains renewed after the expiry date, it really does make sense, otherwise there would be a lot of trouble from registrants (like we had when we were at stargate)

Directi even gives Auto Renew Period, which means the domain is Active for 15 days after expiry date and you can renew it at regular rate within that time.

Nice feature, IMHO. :)

Thats what most registrars do.
OpenSRS have that for 40 days after expiry.

Originally posted by GordonH
Thats what most registrars do.
OpenSRS have that for 40 days after expiry.
And can you renew it at regular rates within that frame-time?

Yes.

If it is not renewed then on day 45 they cancel the renewal and the domain drops into redemption.

Originally posted by Eboy
And can you renew it at regular rates within that frame-time?

Yes, during the "grace period" you can renew it at normal rates. It is only during the "Redemption Period" that you must pay a fee of $100 - $200 plus the renewal cost.

Enom's grace period is 2 weeks as far as I know. But truly, with a barrage of email notifications, automatic renewals and proper domain management why would one wait past the expiration date to renew a domain? If you lost it, it was nobody's fault but your own ;)

Originally posted by timechange.com
... why would one wait past the expiration date to renew a domain?

One word: Stupid Customers

haha. In honesty, we often have customers who ignore all emails and notification until they discover their website has stopped working. Then they finally contact us to find out why, and we nicely inform them about the 30 emails we sent to tell them of impending domain expiry.

If they were then forced to pay the $100-$200 needed to get the domain out of Redemption Status, they would likely be very upset with us, even though it is not our fault.

The grace period offered by eNom is very welcome and I would never move to a registrar that did not offer this service.

On the other hand, I am a poweruser: I manage my own domains and buy/sell domain names constantly. I do want low rates however what I don't like is lack of support when I need it.

Stargate has been very consistent in their support. It's sad that they were forced to leave WHT because a lot of trolling was going on here. It's not easy being a Registrar and having to endure commentary of irate customers in a public forum. Since I started using them I have received prompt and consistent service. They recently upgraded their ticketing system. Everything is a breeze. At $6.75 my bulk account with them is very affordable.

With Enom, I like a lot of features but boy, does their support blow! And I am not particular, I just want to update the WHOIS info on my ORG domains. This issue has been known since the end of March. Enom has done nothing to resolve it.

If enom support goes down then i only imagine the miserable state of hundereds if not thousands of domains holders....but i hope its just a temprary things....and they should be back quiclkly on there feet....

My two cents
:wavey:

Within the last week I've submitted 4 support requests to eNom and all of them were answered within 24 hours.

Originally posted by mrzippy
Within the last week I've submitted 4 support requests to eNom and all of them were answered within 24 hours.

same here within the past month all my requests were replied within 24hrs (except weekends because i nevertried)

All my .ORG domains with Stargate updated their WHOIS in less than 10 minutes. Only Enom refuses to do the task right. Too bad.

Originally posted by timechange.com
All my .ORG domains with Stargate updated their WHOIS in less than 10 minutes. Only Enom refuses to do the task right. Too bad.

I'm glad Stargate does something right for somebody. I bought a domain from someone and turns out before I could ask then to approve my transfer request they pushed it into a dummy account for me. After I updated the whois it took three days! Totally unsat since the domain was about to expire and I needed to transfer away from Stargate.

Even if that's the case, nothing beats Enom's incompetence to resolve an issue for 4 months. They simply ignore the tickets.

Originally posted by timechange.com
Even if that's the case, nothing beats Enom's incompetence to resolve an issue for 4 months. They simply ignore the tickets.

No. Let's clarify. They ignore YOUR tickets. ;) I've never had a ticket submitted to enom go "ignored" longer then 24 hours.

In fact, I just had a lengthy correspondance back and force with two different techs today. Ticket was submitted and then answered in less then 1/2 hour.

:D I'm very happy with eNom support times.

Now their problems with the .ca and .org registry systems is another matter altogether.... :eek:

It's not a problem WITH the ORG registry; it's a failure of Enom to address, admit and resolve their issue.

I update .ORG domains with NameCheap easily, explain this, since they are effectively an Enom reseller.

Stargate, as I mentioned, updated (pushed) the WHOIS data in less than 10 minutes. Enom simply shows the updated information only from their own WHOIS tool.

I agree with TC, the .org issue is still a problem. They should of had enough time to resolve it. As far as .ca names go, I stopped using enom's systems for .ca names since too many issues. In fairness their support response time is improved LATELY

Originally posted by dmaven
As far as .ca names go, I stopped using enom's systems for .ca names since too many issues. Who do you use for .ca registrations?

Theo, I truly don't understand. I have updated .org domains at eNom over the past two months and have never had a problem. You get good service at Stargate, I don't. I get good (less than 24 hours) service at eNom, you don't. I think it has to do with the "time change" between FL and AL.

heh :D

Jokes aside, I have a real problem: I can't update any contact info with ORG domains. They look fine from the internal Enom WHOIS. They never update at PIR.

I have no such problems with any other registrar. Enom had to manually update a domain's WHOIS info for me. That's not what I am paying them for.

Originally posted by mrzippy
Who do you use for .ca registrations?

tucows resellers for .ca since tucows has .ca working very well

TimeChange,
Send me an email. I might have a solution for you to solve the problem. Rick@NameCheap.com .

I'll be around for another hour or so, if not I'll get back to you first thing.

Many thanks to Richard of NameCheap.com !

I successfully updated the contact info of an .ORG domain. I hope he doesn't mind me sharing the info with others that have faced the same problem. Here's a step by step guide, adapted from his email:

1. First of all try entering an organizational name. If it does not apply use "N/A" .
2. Use the same for Address line 2, if it does not apply.
3. The most important thing is to enter the phone number correctly. In the US you would enter it as "+1.3212345678" with the "1" in front being the country code. The "+" in front is required.
4. You must also have a fax number. If you do not have one, use "+1.5555555555".

That's it. I have not gone through the global / list edit yet but I hope it will go through as above.

Thanks again Richard!

oorah for success!

thats mentioned in their monthly newsletter and posted in their online help system :D

its only you're lazy :P READ READ READ

It does not justify their lack of support and failure to answer any tickets in an intelligent manner. If indeed it was posted why they never gave this answer to my ETP?

Furthermore, I have 280+ domains in my account; once I ran the global edit only 270 were affected, even though I selected ALL domains.

The problems never end :rolleyes:

We are an ETP and it still takes them severl days to answer us.
Not that we use them much, but thats because the response times are slow and the support is not very good in general (in my experience).

i dont know why respond time vary between resellers/ETPs

enom is really weird

Originally posted by Bashar
i dont know why respond time vary between resellers/ETPs

enom is really weird

Maybe they have favorites

:D

Originally posted by timechange.com
Many thanks to Richard of NameCheap.com !

I successfully updated the contact info of an .ORG domain. I hope he doesn't mind me sharing the info with others that have faced the same problem. Here's a step by step guide, adapted from his email:

1. First of all try entering an organizational name. If it does not apply use "N/A" .
2. Use the same for Address line 2, if it does not apply.
3. The most important thing is to enter the phone number correctly. In the US you would enter it as "+1.3212345678" with the "1" in front being the country code. The "+" in front is required.
4. You must also have a fax number. If you do not have one, use "+1.5555555555".

That's it. I have not gone through the global / list edit yet but I hope it will go through as above.

Thanks again Richard!

Is there a similiar trick for .ca?

Well the mass update works now using the method described earlier; however, this does NOT update the .US domains! More headaches :(

BTW this must all be sepcific to Enom. The PIR system does not actually require a fax number, it is optional.

Originally posted by GordonH
BTW this must all be sepcific to Enom. The PIR system does not actually require a fax number, it is optional.

I think it is specific to enom. other registrars do not require it and it works fine. This is EPP based THICK registry so the actual info is stored at the registry NOT at the registrar. If there are validations PIR performs it would be the same at all registrars.