Well lcn.com get the wastes of space award

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Big Pete

  • #1
    New .com domain name purchased last night , from LCN.com part of telvio group.. advertise cheap domain names hosting .

    Customer says righto domain name brought and paid for.. ok so we will just point it to our own server and get on with things.

    So in we go to lcn.com sure enough it shows the .com domain all paid and showing..
    Problem it wont let us point it to our server ..its been 18 hours or so no problem , decide to use there support ticket system .. wait for hours and this is the reply !!!!

    Dear Sir/Madam,

    Thank you for your e-mail.

    Unfortunately, top level domains cannot be transferred within the first 60
    days of registration. If you wish to move the domain you will need to wait at
    least 60 days     after the date of purchase.

    For more details on the ICANN Transfer Policy please have a look at the
    following site: http://www.icann.org/en/transfers/policy-12jul04.htm

    If I can be of any more assistance please do not hesitate to contact me.

    Kind Regards

    Matt J

    LCN.com
    Units H,J and K
    Arlington Business Park
    Gateway 1000
    Whittle Way
    Stevenage
    Hertfordshire
    Click to expand...
    I have sent further replies asking what planet there on and after 10 hours i am still waitting ??

    So LCN.com are a disgrace and warn anyone buying a domain name to give them a wide berth .unless you want to wait 60 days and pray to god you can use it then ??

    :mad:


    What the hell they playing at ? we have had domains registered and reassigned in like 30minutes :|

    So now we cannot get the name for him as its taken !!!! So is the customer supposed to stop his business plans for 60 days !! what a joke outfit that LCN.com is..
     
    Last edited by a moderator:
    Jeff FV

    Jeff FV

    Free Member
    Jan 10, 2009
    3,891
    1,861
    Somerset
  • #7
    Telivo - now lcn - were my first hosts, picked, in my naivety, on price & the fact they appeared near the top on Google when I searched for a web hosting company.

    Their control panel was complicated and un-intuitive, there customer support was non-existent and even their pricing wasn't that good - as soon as I got even a handful of regular visitors I had to buy more space.

    At the end of my year with them I moved to another host, who was sooooo much better, and I have since then moved to vidahost. It is only through using a good company like vidahost that has made me realise how truely poor lcn.com are.

    OP - I feel your pain!

    Jeff
     
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    jimm

    Free Member
    Feb 2, 2008
    42
    3
  • #8
    To be honest this is typical of most cheap registrars. The margins are so thin on domains they cant afford to support you without losing money.

    To actually do what you want you nee to log in, then under domain management there is "manage nameservers".
    You need to put your nameservers in there.

    What they are talking about is to actually transfer the domain away which you cant do for 60 days no matter where it is registered, but that is not what you want.
     
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    B

    Big Pete

  • #10
    jimm said:
    To be honest this is typical of most cheap registrars. The margins are so thin on domains they cant afford to support you without losing money.

    To actually do what you want you nee to log in, then under domain management there is "manage nameservers".
    You need to put your nameservers in there.

    What they are talking about is to actually transfer the domain away which you cant do for 60 days no matter where it is registered, but that is not what you want.
    Click to expand...

    Exactly Right and i have tried to explain i am NOT moving it just want to point the thing ..

    36 hours and still NO Further response     from them its like they have posted the reply end of story :mad:
     
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    L

    lcndotcom

  • #12
    Hi Pete,

    I wish to respond to the contents of this forum post in great detail to address your issue and also some of the other comments within the post.

    Within your initialemail to our support department you mentioned that you were unable to “move” the domain name in question. With that in mind the response you received was referring to the transfer out process as the assumption was made that you wished to move the domain name from ourselves to another registrar.

    The contents of the response were accurate as this is not possible within the first 60 days after a person registers a “top level domain name” such as a .com or .net, in accordance with ICANN regulations.

    However, I now understand that you wish to simply change the nameservers to point it to your own server. Unfortunately within your initial email to us there was no mention of nameservers or dns settings hence the confusion that arose.

    As soon as a domain name populates your account you are able to set up free web and email forwarding on your domain, as well as change your nameservers; we advise our customers to allow up to 24 hours for the nameserver changes to take affect.

    Due to the ambiguity surrounding the initial support email whereby the assumption was made that you wished to move the domain rather than change the nameservers this has created a negative experience for you and I wish to apologise for the delay in communication.

    In your most recent email to us you noted that you were actually interested in changing nameservers. Until this point it was very difficult to identify what you were attempting to achieve. Although we identified a technical issue regarding the nameserver change on your account we resolved this within an hour once we received clarification on the issue and the specific nameserver settings you wanted to be applied.

    On our site we note that we are committed to resolving all queries within 24 hours, although the majority are resolved within minutes. We pride ourselves on providing a high level of customer support. Over the past 12 months we have introduced extended week and weekend support hours and moved to a local phone rate option. We are working hard towards offering 24 hour support but until this is live we commit to our 24 hour turnaround target to resolve all queries.

    I have followed up with our support department manager to highlight your experience and as a result, we will ensure that support staff retrieve further detailed information from customers whenever there is any ambiguity as to what the problem may be. In your situation an assumption was made based on your request to “move”. Although the information supplied to you was accurate, the support team member should’ve requested further information to ensure that this was your query in the first place.

    I hope this has clarified the situation for you. We do greatly appreciate feedback as it gives us the opportunity to learn from a negative experience and avoid similar situations occurring in the future. I will ensure our customer support team director follows up with you on Monday to discuss this with you in greater detail.
     
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    L

    lcndotcom

  • #13
    MASSEY said:
    Thats shocking.

    I have had domain transfered from crappy British telecom inside of four days, and bt are pretty much crap at everything.

    I can only imagine LCN are a really lazy company.
    Click to expand...

    As no registrar can accept a gtld domain name (com/net/org/info) transfer within 60 days of either new registration or a previous domain transfer, I wonder if your experience with BT was changing the ISP tag on a UK domain name.

    This is something which can be done within the first 60 days by all registrars. We also process ISP tag changes on UK domains within minutes.

    In Pete’s case, there was a misunderstanding as to want he wanted to do. As per my response to his post, we are committed to resolving all requests within 24 hours and in fact resolve the vast majority within a matter of minutes.
     
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    L

    lcndotcom

  • #14
    dots and spots Jeff said:
    Telivo - now lcn - were my first hosts, picked, in my naivety, on price & the fact they appeared near the top on Google when I searched for a web hosting company.

    Their control panel was complicated and un-intuitive, there customer support was non-existent and even their pricing wasn't that good - as soon as I got even a handful of regular visitors I had to buy more space.

    At the end of my year with them I moved to another host, who was sooooo much better, and I have since then moved to vidahost. It is only through using a good company like vidahost that has made me realise how truely poor lcn.com are.

    OP - I feel your pain!

    Jeff
    Click to expand...

    I appreciate your comments regarding the old control panel offered by Telivo. When we merged Telivo with LCN.com we did so to offer customers greater functionality and a better user experience. Two weeks ago we completed a very large project to completely overhaul the control panel and add advanced functionality and domain/hosting management. This was achieved through over 3 months of in-depth user testing, customer feedback, and statistical analysis of on-site customer behaviour.



    Further information regarding the project can be found here: lcn.com/blog/2010/09/your-new-improved-my-account/


    I appreciate you are very happy with your current provider but should you ever wish to reconsider LCN I thought this information might be of interest to you.
     
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    lcndotcom

  • #15
    Smarter Webdesign said:
    People still shouldn't use 3rd parties. Just use GoDaddy, you have access to change the DNS within 5 minutes and you will find the domains a lot cheaper as there are hundreds of coupons available on the net :)
    Click to expand...

    LCN is in fact directly affiliated to both ICANN (the official registrar of global domain names) and Nominet (the registry for .UK domain names), and is one of only a dozen UK companies to receive ICANN accreditation. We have been operating for almost 11 years are neither a third party nor a domain reseller.
     
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    L

    lcndotcom

  • #16
    jimm said:
    To be honest this is typical of most cheap registrars. The margins are so thin on domains they cant afford to support you without losing money.

    To actually do what you want you nee to log in, then under domain management there is "manage nameservers".
    You need to put your nameservers in there.

    What they are talking about is to actually transfer the domain away which you cant do for 60 days no matter where it is registered, but that is not what you want.
    Click to expand...

    Thank you for contributing to this thread. Your advice was perfectly accurate and the nameserver management can be achieved through the directions you provided.
     
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    B

    Big Pete

  • #17
    I can confirm that the thing is sorted.. as per email below.

    Now whilst that is great ..
    The fact that ,when i realised after a short while ,and thought hmmmm i wonder if he misunderstood why i was putting a support ticket in maybe he just assumed i wanted to move it from them !!
    Then i thought Nahh because if it wanted to be moved as in moved totaly away to a complete new registrar , then it would of been brought from that same intended registrar right ??

    I mean after all the thing was less than 1 hour after purchase that we attempted to point the name to our servers ..

    But then hang on a tick , it is the British working man we are talking about here , so maybe just maybe he did think thats what we was after ..

    So i then went ahead and replied yet again to Matt on the original support ticket .saying maybe we are in misunderstanding etc etc.. expecting maybe a 10 minute delay and a reply . i waitted in patiently checking emails every ten minutes like a pratt !!! Giving up after an hour or so..

    Now figuring maybe Matt is the weak link in the LCN empire ..possible every company has a few ..

    I go for the NEW support ticket idea . a fresh one .. I clearly state in my calm way , that on the www. xxxx.com it will not let us change and point it to our server ?? being extra careful to ensure that no mention of moving ,move ,shifting , etc.. is made ..

    I get a pretty quick reply telling me How to change it ie, go into nameservers etc etc.. like as if i dont know how to do that by now !!

    So i once again reply back again thinking oh well here we go again .. YOU Move it we cant !!!! thats why i wrote the support ticket in the first place right ?? It will NOT let me change it .. your systems faulty hence why i wrote the support ticket in the first place !!

    A reply comes back in give us your security bits and we will do it for you ..

    Hooray i go at long last ...
    so i think we are all sorted , i havent bothered checking as i had just about had a gutful by this point and already brought a second choice domain from myself ironically brought sorted in about 14 minutes !!!!

    So now we have the 2 but what the heck right ..



    Now the other small point i will add when the initial support reply came back . i actually 3 times replied saying dont be so stupid or words to that effect
    lol25.gif
    60 days etc etc.. Now why on earth didnt they reply, or think thats strange ??

    I told them i want a reply within 4 hours or i will use these forums and my own other forums etc ..To show how stupid they are . But NOT a single reply ..
    I actually gave them longer than that ...

    Do they think i make threats for fun ? or do they just not bother reading the support tickets ??
    maybe they hear idle threats all to often ? I even sent them a copy of my famous UK2net Hitler video , on youtube i did , when they tried to stitch me for a tenner !!

    who knows but is that anyways to treat a customer ?

    Quote:
    Thank you for providing the nameserver details and clarifying the issue you
    were experiencing.

    We were able to identify a technical issue which has been preventing the
    nameserver details being amended manually by you or your webmaster contact .

    Your nameservers have now been changed by one of our engineers to those which
    you provided us with. The time it takes for these nameservers to propagate is
    largely dependent on your ISP. Changes can propagate anywhere between 5
    minutes to 24 hours depending on ISP caching.

    I would like to apologise for the inconvenience you have experienced and I
    will be getting our support team manger to follow up with you tomorrow morning
    to discuss this issue with you in further detail.

    Kind Regards

    Barry

    LCN.com
    Units H,J and K
    Click to expand...
    __________________
     
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    Big Pete

  • #18
    well true to their word they have been in touch , and can now see how they got confused ..

    So have they gone up in my rating hmmmm yes i reckon so .
    Would i use them again hmmmmmm yep definately

    I think they have learnt from this , and put a new procedure in to ensure the mistake doesnt happen to anyone else .

    So credit where due i reckon..

    Just figured i would let you know.. seems unfair to leave it unfinished so to speak .
     
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