So Enom used to be very quick at replying to tickets. A few months back they went through a phase of being terrible and people moaned here saying it was literally days and weeks for any sort of ticket reply.

Well now we've had a ticket open since 1st Feb with zero response on it. We're an ETP and they seem to be totally ignoring our ticket.

They have responded to sub accounts of ours since then, telling them they need to contact US as the parent reseller for support, so they are looking at tickets, but ignoring ones they actually have to deal with and concentrating on closing ones they dont.

Anyone else getting the same problem?

Our sub accounts need some help (you need to use a ticket to release .co.uk domains to other registrars) yet they wont help sub accounts and dont respond to us directly....

I wonder whatever happened to all their support personnel they recruited, trained, and deployed about this time last year after similar complaints about their response times. Personally, I found the level of service never improved. Perhaps they were only trained to respond to sub-account requests :(

I needed to add a couple IPs for an API yesterday, and Isabel responded and finished in two hours.

Must be like you say. They pick and choose?

I would consider releasing a UK domain to another registrar something even a basic tech should be able to do, seeing as its their fault they have a system which cannot handle .uk transfers without their own intervention via a support ticket.

Its our sub accounts I feel sorry for as we never have a need for support, but have to keep apologising on Enom's behalf for slow assistance (infact no assistance).

Your agreement with eNom states that you are responsible for the support of your sub-accounts. So why are they even contacting eNom?

I have no problem with that arrangement, BUT:

There is no way to transfer out a .co.uk domain without contacting support at enom via a ticket.

So my sub account did that, they were referred back to us... OK Fine.

I contact enom and get zero response in 5 days.

That is the problem here. Zero response to an ETP with thousands of domains, for an issue which should be controllable via the interface and not even need a support ticket.

We have a few domains with Enom. It has typically taken about a day to get things resolved when I open a ticket.

This kind of BS is why we have always used OpenSRS as our primary domain registrar. I get competant telephone support without hassles. It costs a few extra bucks per year per domain but my time is worth far more than that.

Anyone else getting the same problem?

No problems with their support here, they always reply within a few hours.

The last time we had a .co.uk domain transfer out (a month ago), the request was lodged and handled in 2 hours 25 mins.

We're a direct ETP with lots (many thousands) of domains as well.

-Shaun

So Enom used to be very quick at replying to tickets. A few months back they went through a phase of being terrible and people moaned here saying it was literally days and weeks for any sort of ticket reply.

Well now we've had a ticket open since 1st Feb with zero response on it. We're an ETP and they seem to be totally ignoring our ticket.

They have responded to sub accounts of ours since then, telling them they need to contact US as the parent reseller for support, so they are looking at tickets, but ignoring ones they actually have to deal with and concentrating on closing ones they dont.

Anyone else getting the same problem?

Our sub accounts need some help (you need to use a ticket to release .co.uk domains to other registrars) yet they wont help sub accounts and dont respond to us directly....
Hmmm....thats odd, it never took more than a couple of hours for them to respond and/or resolve any of the tickets I submitted.

And I also submitted a ticket during transfer of my domains where my whois email was valid but was never created when I moved to the new server and they sent me the approval emails again for all my domains, including .co.uk domains, and the transfer was smooth.

May be they are delaying because you are transferring out? :rolleyes:

Matt, instead of whining here about conspiracy theories, why didn't you call your ETP account manager after 48 hours? Yes, it's highly unusual that a ticket will be open for so long. Have you submitted other tickets in the meantime that have been answered? I will PM you a direct email address of someone who can get it taken care of for you.

I've always found eNom support slow, but I've never had a ticket dealt with 'that' slow.
For me, the thoroughness of there replies has sort of justified the sluggisness.
But, I've not needed to raise a ticket for quite some time.
Hope eNom pull there fingores? out for you.

I've always found eNom support slow, but I've never had a ticket dealt with 'that' slow.
For me, the thoroughness of there replies has sort of justified the sluggisness.
But, I've not needed to raise a ticket for quite some time.
Hope eNom pull there fingores? out for you.

Sometimes it happens. I don't have an account with them though but have always fond of their service as most of them i hear is good ones.:D:)

I don't have any problems with their support either. Sometimes they can be slow, especially weekends, but their OK generally.

I also called them on a few occasions and I was able to talk to an actual support person everytime, without any wait.

Matt, instead of whining here about conspiracy theories, why didn't you call your ETP account manager after 48 hours?

It seems our account manager is gone and we have not been given a new one.

Ive never needed support or an account manager before so dont have these things to hand. This is my first ticket in months and it took 6 days, Im entitled to moan about it.

They just replied and apologised and confirmed that even a sub account can contact them directly for tag change requests.

So this could have been dealt with 6 days ago in the initial ticket.

I would consider releasing a UK domain to another registrar something even a basic tech should be able to do
Its a manual process, not all of the support staff have acess to the PGP keps to sign the automaton emails.

I've had support from enom do exactly what you're asking for our sub accounts - usually within a few hours but always within 2 business days.

All I can suggest is you close the ticket, and open a new one, making sure you categorise it correctly and give all the pretinent information.

Then if you've not had a response in 2 days ring Nominet , quoting the enom ticket number and they'll get involved and nudge the appropriate people stateside.

Or just ring enom up, as an ETP they'll deal with it while you're on the phone.

We got it dealt with any they admitted sub accounts opening tickdets for tag changes should be able to do so without getting referred to a parent reseller.