123-reg, refuse to update my .eu domain info!

I recently ran into some problems with 123-reg after taking advantage of their offer on .eu domain names and finding that the REFUSE to update the Company/Organisation field on the Technical Contact.

As they were offering .EU domains for around £1.20 I thought I would grab a few and grab myself a bargain, however I soon ran into problems when I tried to update the contact information for the domains.

As you can see below, for the technical contact on a .EU domain it clearly states that users need to contact support in order to have the Company/Organisation field for the Technical Contact changed.

So, I did as told and opened a ticket with 123-reg to have the detail changed… which they flat out refused to do – Read their reply below.

My Initial Message:

Please change the company on the technical contact from “Webfusion Ltd” to “XDnet Web Services” for the domain xdnet.eu

Thanks,
Dan

123-Reg Support Reply:

Dear Dan,

Thank you for contacting 123-reg on the 01st April 2010.
The technical contact cannot be changed. This information will remain as it is on the domain as we are the technical contact of the domain if you have registered the domain with 123-reg.

If we can be of any further help with regard to this or any other matter, please do not hesitate to contact us.
Kind Regards

Farhan
123-reg

My Second Reply:

123-reg and/or WebFusion Ltd is NOT the technical contact for my domain. You are the registrar.

I work in web hosting, I am my self a domain reseller and I know how the who is works. Please don’t BS me.

Your own system states that “* For .eu domains, please contact 123-reg support if you need to change the Company Name.” you also have support articles stating the same.

As I am the owner of the domain, and you are the registrar it is your responsibility to update the who is with the information the owner (that’s me) requires.

Please do so.

Regards,
Dan Rodgers
XDnet Web Services

123-reg support Second Reply:

Dear Dan,

Thank you for contacting 123-reg on the 01st April 2010.

I can confirm we can change the ownership details for the domain, however not the technical information unfortunately.

If we can be of any further help with regard to this or any other matter, please do not hesitate to contact us.
Kind Regards

Faiza
123-reg

Now as you might imagine, while yes the technical contact company is only a small detail, I still found it unacceptable that 123-reg was actively choosing to deny a simple request which I am more than entitled to do as owner of the domain.

I decided I wouldn’t let it rest, so persisted. And it worked.

I thought I would give 123-reg the benefit of the doubt, and thought that perhaps there might be some kind of limitation for changing the Technical Contact Company, so I went straight to the source and contacted the dot EU registry (eurid.eu) which stated:

EURids accredited registrars should be able to make changes under
registrant technical contacts and this can be done without any fees from
EURid.

So, after I established that this wasn’t the Registry, this left one link in the chain to contact – Tucows which is the real registrar behind 123-reg (123-reg are a mere reseller of Tucows).

After a couple of emails to Tucows they went through proceedure of contacting 123-reg about it and requesting the login details for my domain to the central OpenSRS management system. After no response and 123-reg still not replying to my support ticket asking for the login Tucows forced it and sent me the login details themselves.

Which provide me full management of my domain, direct with the registrar! Win!

I decided I would share this little story, both to share my anger at 123-reg’s lack of co-operation in the matter and also to hopefully show other users who may be facing the same problem with 123-reg and their .eu domains a way to have the details on the domains THEY own correct for the owners.

I would also strongly encourage people facing this problems to get in contact with the Tucows Compliance department on compliance [at] opensrs.org who can hopefully help you resolve the problem and eventually gain full management over your domain. Please also drop a comment below as I would love to hear from others facing this problem.

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Tags: .eu, 123-reg, domain, sucks