jenniedee

Good idea, thank you x

Good advice, thank you

Hi, I really need some other thoughts on this so I can best advise my client. I have been building a new site for client in Portugal whose domain was registered with register.com. The nameservers there have been changed and the DNS is managed by Hostway. I have access to the web hosting control panel, but have been unable to gain access to the domain control panel. The issue is that the client's account is registered with an email address that no longer exists. When I tried to log into the Register.com cp, unfortunately I was faced with a password reset where the only option was to update the password via email, which of course we can't do as we can't receive the emails. Nor could we log in and raise a support ticket. The only options with register.com were to phone them or use their chat service. I went through the latter and they informed me that my client would need to complete a change of registrant form in order to change the email address on the account. We duly did this and sent the completed form, with supporting id, to the email address they gave me, along with the ticket reference and the domain name it concerned, which was both in the email and on the completed form. After some time had passed and no reply was forthcoming, I went onto their chat service again. I was told they couldn't help because there was no record of them having received the email. The only other option was to telephone, but I could see us spending a frustrating time on hold and getting nowhere. I subsequently received a reply to the email which I had sent to register.com (at web.com) on behalf of my client as follows: "Thank you for contacting a Web.com company. We have reviewed your communication and look forward to assisting you. Please accept our apologies for this may have caused you an inconvenience. I am more than happy to help you sort out this matter. Upon reviewing your domain name lakeland-webdesign.co.uk we are not able to find the account in our server. Kindly reach out our chat support team for further assistance at http://ts.chatwithsupport.net. We hope this update has been helpful." The domain name they refer to is my business domain, and not the client's at all. I replied to this and told them what the domain in question was, and also again the ticket reference from the chat support. That was a week ago and no reply. I have been talking to my client about the possibility of registering a new domain, and putting a 301 redirect on via the current web hosting .htaccess. I do need to move the hosting as well, which would mean that we'd have the domain at register.com with the nameservers set to Hostway, and then the DNS for the website at Hostway set to the new hosting IP. But are we likely to run into problems further down the line with the domain if we can't gain access to manage it? What does everyone think is the best thing to do? Change domain or stick with it? Appreciate your input. Many thanks Jennie