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Delaying tactics by Network Solutions

21 January 2015 23:55:41 +0000

Businesses hate to lose customers, there’s no question of that. We hate to lose customers, there’s also no question of that. When a client tells us that they will be closing their account with us for one reason or another — it happens! — we’ll ask if there is anything we can do to keep their business. More often than not we’ll learn (often to our surprise) that the client is actually closing shop, and they’re not moving to another hosting provider — which is a bit of a relief (to us) in that we know they’re not leaving because of something we did, or something we didn’t do.

Sometimes, of course, the client is actually moving to a new hosting provider. As we’ve stated before, we do say that we’re sorry to see them go — and we mean it — and we ask if there’s anything we can do to keep their business, but if they’re committed then we back off. Importantly, we also don’t do anything to impede their progress into the sunset. In our opinion, that would be unprofessional, and we’d then deserve to lose that business. And given the number of clients that end up returning to us months or a year or two later, we’d be idiots to burn that bridge.

So it was interesting to learn today that Network Solutions (owned by Web.com) has apparently (at some point) implemented a three day waiting period if you ask for the “auth code” for a domain registered through them. (The authorisation code is required to effect a domain transfer from one registrar to another.) Now, it is our assertion that every domain name owner should ask for and make a note of the auth code for their domain as soon as it’s registered, and should also change it (if permitted by the registry) after a registrar transfer. (There is a long history of domain owners being caught flat-footed in times of crisis without this information.) But most of our incoming clients have not done that, and so now this client is being held hostage by Network Solutions for three days, waiting for the information — information they already own — that they need to effect the transfer they want to make. Network Solutions give the following reason, after a couple of screens of FUD-generating warnings of imminent Armageddon that are clearly designed to scare the domain owner into not obtaining the information to which they are entitled:

Your request for an Auth Code has been received and your information will be validated to ensure the security of your account. If your request is approved, you will receive your Auth Code by email in 3 days.

To cancel this request, please call one of our Customer Service Representatives at 1-800-779-4903.

Thank you.

Now, it’s all well and good that Network Solutions claims (or hides behind) the excuse of “[ensuring] the security of your account” (which is not surprising, considering they were responsible for one of the biggest screw ups in domain history when they allowed the fraudulent registrant transfer of a domain registered with them back when they held the monopoly on gTLD registrations), but this is clearly a delaying tactic to give the customer time to lose the will to transfer because now it’s just too much of a problem, too much effort, too complicated, too time-consuming … or whatever negative feeling develops in the mind of the domain owner as he or she spends three days mulling over (and perhaps having nightmares about) the things they read in the two screens of dire warnings before finally screwing up the courage to click the “yes, I really do want my auth code” button.

Shame on you, Network Solutions, for impeding the progress of this customer who has decided — as they’re free to do — to move their business to a competitor. But this is not surprising of a company that has a longer list of “controversies” listed in their Wikipedia article than most companies, along with those of their former parent company Verisign. They both also appear prominently in the “Domain name scams” article, as well as here on our own blog.

Phoney legal notice alert!

15 October 2010 05:19:54 +0000

“Domain Support Group” and “VeriSign”

6 June 2002 (original posting date on NinerNet website)

On Tuesday and Wednesday mornings we received faxes from a company calling itself “Domain Support Group”, located in New York, USA. These faxes are designed to look like legal notices, with much quoting of legal tracts and the dropping of legal phrases often quoted in the news these days such as “intellectual property”, “bad faith”, “dilution of trademark”, “Uniform Domain-Name Dispute-Resolution Policy”, “complainant”, “false descriptions”, “in accordance with the United States legal code”, etc. They also contain an official-looking account number and the warning; “You are required to advise the notification processor of your intent to license this domain on or before the expiration of this notice.”

These notices are designed to scare you into registering a dot-us domain (at an unspecified price) that may be similar to a domain that you already own. We called these people in response to the faxes we received but, once they realised we were onto their game, they were not very forthcoming with information. Through other sources we have determined that they are trying to charge several hundred dollars for a domain (which makes sense considering the legalese in the notice), something you can buy from most domain registrars (including NinerNet) for about $25.

The first notice you may receive is titled “URGENT NOTICE OF DOMAIN EXTENSION”, and it gives you 24 hours to respond. The notice you will receive 24 hours later is titled “FINAL NOTICE”. Both notices are addressed to the attention of the “Business owner or manager”.

Please ignore both of these notices. If you do receive a notice from these people and you feel so inclined, you might consider reporting this to the Federal Trade Commission (FTC) in the United States and/or your local authorities if you are not located in the US.

It has also come to our attention that the same company even cold calls domain owners, trying to get them to renew, register or transfer domains (in TLDs other than dot-us as well) — all you have to do is give them your credit card number!

This is yet another example of the sleazy practices that are being used to try and get people to register or transfer domains without full disclosure of the possible consequences. In January we warned you about the so-called Domain Registry of Canada — today we received yet another of their phony invoices. (You can refresh your memory about that scam on our site.)

Yet another example was stopped by the American courts recently, this one perpetrated by the company that wants you to trust them — VeriSign (formerly trading in the domain business as Network Solutions), whose slogan is “The Value of Trust”. They sent out some intimidating notices, even to their own existing clients, threatening them with dire consequences if they did not renew with or transfer their domain to VeriSign.

If you receive any notice via e-mail, fax or postal mail (or even smoke signal for that matter), no matter how official or legal it looks, please take a moment to review it to see if it is legitimate. If you have any doubt, we would be more than happy to look at it for you. In the confusing world of the competitive domain-registration business, it can be very easy to forget who you chose to handle the registration of your domain last year (or beyond). These companies are counting on you to forget.

To read this notice on our site and see copies of notices received from both VeriSign and the “Domain Support Group”, please see www.niner.net/dsg.html. As usual, thanks very much for your time.

Scanned images of “Domain Support Group” and VeriSign notices:

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This is the corporate blog of NinerNet Communications. It's where we post announcements, inform and educate our clients, and discuss issues related to the Internet (web and email) hosting business and all that that entails. This includes such concomitant industries and activities such a domain registration, SSL certificates, online back-up, virtual private servers (VPS), cloud hosting, etc. Please visit our main website for more information about us.

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