One of our clients is having issues updating his nameservers at his registrar (netfirms) so we offered to help. Long story short, we emailed them twice, got an automated response back and never got an answer yet. It has been two days. Then, getting impatient, we called their support during the day and got a representative that did not understand half the terms we were using which made it very frustrating. Now 1am EST we are on the phone with them waiting for someone to pick up, been on hold for 45 minutes now. Just wondering if anyone else has had bad experience with them, support wise?

One of our clients ... we emailed them twice
I'm suprised you got any sort of response, as you're not their customer.

Get the client to contact them, afterall they're the one who paid them for the service/support ...

Sometimes its easier to just transfer it out to somewhere else where the control panel is better and you can stay away from having to deal with things manually. You'll be glad you did the second time around.

Now 1am EST we are on the phone with them waiting for someone to pick up, been on hold for 45 minutes now.
Now THAT's really poor customer service. Nobody is answering the phone around 1 AM in the middle of the night? Not to say this is on the eve of a long weekend! :mad:

I've had rare problems with their support. But, nothing this bad. I would try calling again during normal business hours. If you don't get a response just tell your customer to transfer the domain out.

That's what I suggested to the customer but from what I remember he stated that he has to wait another 3 months before that is allowed.

That's what I suggested to the customer but from what I remember he stated that he has to wait another 3 months before that is allowed.

Strange. ICANN Policy is 60 days. I''m guessing NetFirms doesn't want to give in.

I am replying to this post on behalf of Netfirms as a member of the management team.


Netfirms does not restrict customers from transferring domains away to other registrars outside of ICANN regulations. Newly registered domains cannot be transferred for 60 days. After 60 days from registration our client is free to transfer the domain away. We do not advise clients that they must wait 90 days.

Some of the posters in this thread are correct. We will only communicate with the account owners or others who are authorized to request assistance as indicated by our clients.

@ryan if your client is having an issue updating name servers, the settings can be found in the Domain Manager of the V8 Control Panel. If there is an error message then have them email it to our support department, or phone in as we are open 24/7.

if it is a general question that doesn't require any account access then post it here and I'll assist.

Thanks