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27 year old .com domain set to auto renew has expired - bereaved family without email

hope30
Newbie
Posts: 2
Registered: ‎01-08-2024

27 year old .com domain set to auto renew has expired - bereaved family without email

My family has had a .com domain name with Force 9 since 1997. Over the last three months we've made many attempts by phone and HLE complaint to renew the domain ahead of time, but Plusnet refused and instead set it to auto renew.

 

During this time we had a significant family bereavement and have been reliant on the email services associated with the domain to manage all the admin needed - funeral arrangements, government departments, solicitors etc.

 

The auto renew failed on Monday morning.

 

I can see from a Nominet lookup that the domain was updated on Tuesday morning, but the name servers haven't been set. This means we've lost access to incoming email, which is all being bounced.

 

The HLE Complaints Advisor can't give me a timescale for a fix, and nobody I've spoken to in the tech team can carry out the fix. I'm told there's an issue between Plusnet and its supplier. I've spoken with Enom who confirm they have no service issues. I've also been told the domain can't be transferred to another supplier due to its status.

 

My family is grieving and becoming increasingly desperate with the lack of email to keep in touch with friends and family and progress the bereavement admin.

 

I'm at a loss as to what to do next so am hoping a kind person on the forum will be able to help by confirming we haven't lost the domain and finding the team in Plusnet who can correct the name servers so our email service and personal website are restored.

 

Thank you so, so much if you can help.

2 REPLIES 2
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 9,056
Thanks: 1,626
Fixes: 493
Registered: ‎01-01-2012

Re: 27 year old .com domain set to auto renew has expired - bereaved family without email

Hi @hope30 

I'm really sorry to hear this has happened.

I'll drop you a PM shortly so we can look into this for you

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
hope30
Newbie
Posts: 2
Registered: ‎01-08-2024

Re: 27 year old .com domain set to auto renew has expired - bereaved family without email

Thanks so much for your quick and lovely reply Matthew - have just sent you a PM - thank you!