Delay in getting a response from support


#1

Hello,

I’m trying to move some domains from DreamHost, I have submitted 3 support messages (4 days 13 hours, 18 hours ago, 9 hours ago) but I get no replies. Is there something going on with the support or just my messages get ignored? :expressionless:

Thank you.


#2

It is my understanding that you are trying to host your domain in DH. These articles will help.
http://wiki.dreamhost.com/Transfer_your_site_to_us

http://wiki.dreamhost.com/DNS_-Viewing_site_before_DNS_change
http://wiki.dreamhost.com/DNS
-_Accessing_your_Database_before_DNS_change


#3

Hi patricktan,

thank you for your reply, but no, I am trying to move the registration of my domains to another registrar and I get no replies from DH (they need to unlock the domains).

Still no help so far :frowning:


#4

oh, then you will have to wait for the reply from DH.


#5

Why can’t you unlock the domains? The Domains -> Registrations section lets you click on the Locked (Yes/No) column to unlock a registration.
https://panel.dreamhost.com/index.cgi?tree=domain.registration&


#6

My DreamHost account is no longer active, but I have been assured I could move the domains even after my account goes inactive / disabled.

Still waiting for a response, almost 5 days now and I can’t move my domains :frowning:


#7

6 days, still ignored… (managed to talk to someone from Sales, though, but no actual help yet).


#8

Your matter has been referred to our Security/Abuse team, and they alone will be able to help you with this.


#9

Thank you rlparker, unfortunately they keep ignoring me - 6days14hours now / 2 days 20 hours / 2 days 10 hours (I have submitted 3 tickets) and my domains are still unlocked and I can’t transfer them from DreamHost :frowning:


#10

Almost 8 days now, tomorrow I will be contacting ICANN and the new registrar where I want to move my domains, because none of these apply to me:

“A registrar may legitimately deny a transfer request in certain limited circumstances, as follows:
* Evidence of fraud
* Uniform Domain-Name Dispute Resolution Policy (UDRP) action
* Court order
* Reasonable dispute over the identity of the person authorizing the transfer
* Domain name is on hold due to payment owed for a previous registration period
* Express written objection from the domain name holder
* Domain name is in “Lock” status (Registrars must provide a readily accessible and reasonable means for name holders to remove the lock status. Contact your registrar for assistance.)
* Domain name is within 60 days of initial registration
* Domain name is within 60 days of a previous transfer”

Although DH is not even denying my transfer, Dreamhost (abuse) support is just ignoring me :frowning: It’s really incredible, I’ve been a client for more than 4 years and even recommended this host to others.


#11

To end the thread: got the response from Dreamhost today, Glen said it was a busy week.

Thanks for the help, especially to rlparker :slight_smile:


#12

Why would Dreamhost lock people out of their accounts? This concerns me especially if there are domains there. If I had to wait 8 days I would be pretty upset.

Does account inactivity happen just from having hosting expire?


#13

Without going into personal details, this customer was in an unusual situation that required the intervention of the Security/Abuse team.


#14

Ok understood. Thanks for clarifying.


#15

winter, that is correct. I got an email with 14-days-written-notice to move all my sites to another host, for “black hat SEO tactics” as motive. You know, if I were into black hat SEO tactics I wouldn’t write that here :slight_smile: But it’s also true, not all my sites were about… candy and angels :slight_smile: Especially having many with adult content.

Anyway, it all turn out for the best for me. I got to clean all my old domains and sites and also found a better (for my needs!) host.
As a conclusion, my DH relationship was a good one, I really got disappointed that out of the blue they wanted me out… well, I was a proud customer and DH was my first host, lol, it felt personal :slight_smile:

but now I am,
The Happy Moving Customer :slight_smile:


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