We are currently trying to move our domain to a new hosting provider becaue of ongoing problems with our current host. The domain was created and host chosen before I joined this organization and I am unsure why it was allowed to be set up as it is.
The problem is our host will not provide us the login information to manage our domain. They claim that they use the same logins for all domains they host and will not give it out. I have contacted the company the domain is registered with and they have contacted our host, but they still refuse to provide the information. They state that they will change anything we need, but we still will not have access to the domain when they control the login info. Also, our host is listed as the admin contact for the domain. I have asked several times for this to be updated, but it has not happened yet. It seems to me they are holding our domain hostage.
What are our options from here?

There are 2 ways that the host can give you your domain without revealing his login info.
1) Transfer to another registrar - initiate a transfer and tell the host to unlock the domain and approve the transfer.
2) Push to another account with the same registrar. Most registrars allow free transfers within thier registry to another account. Find out if your registrar does this, open an account with the registrar and ask your host to push it to your account.

#2 is the better solution if your registrar allows it. (who is it?)
If the host won't do either of the above then they are holding it hostage and the claim about their common login info is just an excuse.

What's in the host's TOS on domains?

While we are all now used to do-it-yourself domain name management this is actually a relatively new invention - when I first started using the Internet you registered your domain by asking your ISP to do it and they would do everything for you.

I know quite a few companies (all traditional ISPs) that still do things in exactly the same way they've always done them - domain name registration is not their core business, so they don't see any point in setting up domain name control panel systems. There are still plenty of people around who don't want to be bothered with learning to use a control panel, and who would rather go through an ISP and have everything done for them... so there is still a market for companies that do things the old-fashioned way.

It looks like the OP's domains were registered through such a company, and I would say there is nothing sininster or suspect about their inability to provide log-in details as you can't provide log-in details if you don't have a control panel for people to log into.

If they are prepared to make changes for you (I presume that includes server changes?) then I don't think you have a major problem, though their tardiness in changing the admin contact is perhaps a matter for some concern. To solve the immediate problem I'd just accept their offer of changing the servers for you (and continue pushing them about the admin contact change). Once they have changed the admin contact you are most of the way there as you will then be able to deal with the registrar direct. Your precise options will depend on who the registrar is (they all do things slightly differently) - if you tell us who the registrar is someone may be able to advise you in more detail.

our host will not provide us the login information to manage our domain.They state that they will change anything we need, but we still will not have access to the domain when they control the login info

This is quite *normal* - the exception is the tiny number of domains regsitered through "self-service" type systems like enom

The *majority* of domain registartions are entirely managed by the registration agents, and all changes are made by them.

Also, our host is listed as the admin contact for the domain. I have asked several times for this to be updated, but it has not happened yet

Again, very common - especially if they are doing the administration !
The importnat thing is to check that the correct owner is listed as teh registrant.

If you're nort happy with the "level" of control then arrange to move your domain elsewhere, but to suggest something "sinister" is to misunderstand the whole domain business ...

Originally posted by othellotech
This is quite *normal* - the exception is the tiny number of domains regsitered through "self-service" type systems like enom

The *majority* of domain registartions are entirely managed by the registration agents, and all changes are made by them.


I agree with you that this is quite normal (see above!), but are you sure about your statistics? I would have thought that these days the majority of domains are registered through self-service systems rather than the "traditional" way. If you have statistics that say otherwise I'd be interested to see them.