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.
