account unexpectedly cancelled removing domain and email

[#1]

Please can someone help sort this .. I’m now on hold for last 20 min…. and on my 4th call transfer

following question references have been raised on system

229834680

229931987

I moved to BT fibre in Oct

My phoneline switched to a digital line (new number is 01793 *****8)

In start of December my old BT landline was switched off/cancelled ( old number was 01793 *****0) as expected

However, As a result, plus net cancelled my account, shut my domain and dropped my email.. totally unexpected

I had a domain (.co.uk) hosted with you and was using this for emails..

as of 7th Dec this has all stopped working and the domain is uncontactable.

There was NO notification that this was happening.

I opened a question/case on 12th but have had no response on it, so today I chased and have been going around and around in your phone system ever since!

I have asked godaddy to pickup the domain but believe that you need to orchestrate this as you are the registrars!

I’m also looking to recover any and all emails sent through the system since 7th December

As below I was dealing with Samuel Johnson and he was sending me on to another department but I am now just sat listening to your on hold music getting increasingly frustrated with what is supposed to be ‘best in class service’ which has left me without domain mail for over a week and an unrequested and expected cancelled account

[#2]

To move a .co.uk domain, you need to initiate the transfer with your chosen registrar and THEN ask Plusnet to change the ISPTAGS to those of your new provider.  It is a PULL not a PUSH transfer.

[#3]

Pretty sure I already stated that I have asked Godaddy to pick up my domain!!!!

Godaddy Order #

240xxx7031

12/12/2022

However, when I log onto the plusnet portal it states account closing .. and the domain section no longer lists my domain. 

I would simple LOVE to ask that plusnet change the tags but I am getting passed from pillar to post and having the line drop etc etc..so a bit hard to get that bit done as no-one seems to be able to deal with it.

And What help can you provide about my missing emails... I have lost a full week of email usage no and am having to notify multiple sites/people to use/resend to an alternative account...but not sure I have got to all... a Major pain!

Appreciate any assistance you can provide as reading previous posts and comments on the forum, and some of those from Gandalph in particular, it seems the community route is the key to reults when it comes to domain and email issues such as this.

[#4]

@Gerryrpb - what IPS Tag do you want the domain changing to? GODADDY?

Also, I assume this is the domain ending ...sam.co.uk that we're talking about?

Assuming the Plusnet Brodband service was provisioned over your BT analogue phone service then cessation of the BT line will have triggerered cancellation of the broadband account and thus any services associated with it.

As your domain name has been void of any DNS records, then any email sent to it since is lost. As far as email that was stored on our servers is concerned, it's not going to be easy (if it's even possible) to get that back either I'm afraid.

If you can confirm the IP Tag etc. for your domain though, then I can certainly get that changed for you.

[#5]

@Gerryrpb

As a user I cannot access tickets so was not aware that you’d advised Plusnet in detail. All that I am able to do is offer guidance on the process … which you’ve now said you have in hand. Bob is now on the case … so you are in sound hands!

[#6]

Hi Bob.. thanks for the response.  

i've registered with GoDaddy as mentioned and have requested they take on the domain hosting, but as yet no response, just an order number on their system.

However, I guess it is a single ipstag for them anyway, and one you likely know already??..if so then yes ... the xxxxsam.co.uk domain needs the new ipstag

Apologies if that is one assumption too many or if I need them to supply the required tag.

As to the Emails.. I have history prior to 7th but sounds like anything subsequent to that is going to be a loss (thanks Plusnet!.a world of pain at Christmas!)

 I would have hoped that as part of the Plusnet "Great Service" we would have at least had a notification of intended cancellation/cessation of email with sufficient time to transfer.

I was unaware they would summarily shut it down.. I haven't used landline BB for at least 5 years as 1MB was simply not enough, so was using the local LTE service but kept the analogue account running as a backup ..whilst remaining hosted with plusnet.  BT fibre has been a year long wait since registering for it and a welcome relief.. this new fibre and the domain based email have coexisted since October, as has our new digital phone, so the sudden loss of email was a complete surprise... so maybe they could add that to their protocols for future users.... to notify before disconnect.. after all .. it only takes an email!!

[#7]

@Gerryrpb - all valid points of course, however I'm not certain that we even received any advance notice of the underlying cease on this occasion.

I'll wait for you to 100% confirm the IPS Tag because if I change it to something it shouldn't be then it's going to cause a whole world of (additional) pain.

[#8]

Hi Bob.. i chased up with GoDaddy and the process for .co.uk is..

To initiate a .uk transfer, you must:
Purchase a .uk domain transfer for $0 in your account. DONE!
Contact your current registrar (plusnet) and request an >>>>IPS Tag change to GODADDY<<<<<< . Once updated, the transfer completes immediately.

Could you please go ahead as previously discussed
Thanks

[#9]

@Gerryrpb - that's been requested for you. Should be sorted within a day or two.