Is this normal?

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Posted by CoryL, 11-01-2010, 06:47 PM
First off, Hello everyone. I have been reading the boards for a while and just registered as I finally took the plunge. I opened a reseller account with a company late saturday night, and registered a new domain. I got confirmation the account had been creative and was active. Today I finally had time to log in and check it out. My domain still hasn't propagated yet. I know they say it can take up to 72 hours, but I have owned several domains at a few other places and never had it take this long. Secondly, upon logging into WHM, I see that I do not have access to make packages or anything for clients, and thus, cannot add clients. Its not a big deal yet, as I'm still creating the website, but I can't even set packages up to advertise on the site while building it. Third, my nameservers are ns3.theirname.com and ns4.theirname.com when they were advertised as being private. I am also supposed to have WHMCS for free and can't find it anywhere either. Does it normally take a company this long to set-up an account? I put in a ticket 4 hours ago for the nameservers and have no response yet. I thought I made a good choice, but now I am starting to have second thoughts. Luckily I only paid for a month.
Posted by JixHost, 11-01-2010, 07:30 PM
Hello and welcome to WHT! I would recommend having the host check your domains settings to be sure they are correct and have them register your private name servers for you as well. Once you login to WHM, you should create your desired packages first, that way you can create accounts. Some hosts bundle WHMCS in their pricing and "include" it although its not free software. Check with your host if they include WHMCS or another billing system.
Posted by Srvify, 11-01-2010, 07:31 PM
If you are supposed to have private name servers this could be why it isn't propagating. As for not being able to edit packages and create clients their auto grant may have failed, it happens. Actually happened to us just a few minutes ago, although we had it resolved within a few minutes of the support ticket being opened. You should check your spam box for an email from WHMCS for your account login and liscensing details. It sounds to me like they dropped the ball, in order for you to have private nameservers they would have needed to set these up in WHM then again at the registrar. I hope this little bit of information can help you. Good luck
Posted by CoryL, 11-01-2010, 07:36 PM
I found WHMCS in the client section of their website for download. I have no login for it that was sent to me. And I don't even have the option to create packages anywhere in WHM (I clicked on every option I DO have). It's just not there. In all fairness I only logged a ticket for WHM an Hour or so ago, but the nameserver ticket is now at 5 or more hours with nothing but automated messages saying the ticket was submitted.
Posted by Srvify, 11-01-2010, 07:40 PM
Dependent on their SLA 4-5 hours isn't outrageous. Check their site and see what they state about response times. If they exceed it and don't give you some sort of a reply in 24 hours submit another ticket and prepare to move on, if the support is horrible from the start I wouldn't want to find out how its going to be when you really need it.
Posted by HostXNow_Chris, 11-01-2010, 07:51 PM
Which host are you using? Also if you post your domain we could check DNS for you, etc.
Posted by CoryL, 11-01-2010, 07:53 PM
I was going to avoid using their name for now. The domain I purchased was highprofilehosting.com
Posted by HostXNow_Chris, 11-01-2010, 08:06 PM
Fair enough. Looks like the domain 'highprofilehosting.com' hasn't even been registered http://whois.domaintools.com/highprofilehosting.com ?
Posted by CoryL, 11-01-2010, 08:13 PM
That is very interesting, because I have paid for it, and in the client area it shows that it is mine. I can deal with a few hours for a support ticket, but the fact that it is approaching 48 hours and a domain I have already paid for is still not registered makes me very uncertain about this company. Should I request a refund based on this and move on before I get too far into this? Or would that be jumping the gun?
Posted by ninak, 11-01-2010, 08:35 PM
This is what appears in whoIS and it is registered to You I believe: Registration Service Provided By: Namecheap.com Contact: http://source.domaintools.com/email....;]=transparent Visit: http://namecheap.com Domain name: highprofilehosting.com Registrant Contact: cory liptak () Fax: 105 prairie drive minooka, il 60447 US Administrative Contact: cory liptak (http://source.domaintools.com/email....;]=transparent) +1.81564153227 Fax: +1.5555555555 105 prairie drive minooka, il 60447 US Technical Contact: cory liptak (http://source.domaintools.com/email....;]=transparent) +1.81564153227 Fax: +1.5555555555 105 prairie drive minooka, il 60447 US Status: Locked Name Servers: dns1.registrar-servers.com dns2.registrar-servers.com dns3.registrar-servers.com dns4.registrar-servers.com Creation date: 02 Nov 2010 01:26:00 Expiration date: 01 Nov 2011 20:26:00 You can e-mail namecheap to help you with the ns registration for your company. They usually are very helpful (of course you will need to have that info available from your host.)
Posted by CoryL, 11-01-2010, 08:42 PM
That is because I just registered it myself, as at this point I cannot afford to lose it. I'd also rather have it registered on that account so I can take it wherever I please without issue.
Posted by HostXNow_Chris, 11-01-2010, 08:47 PM
Well we don't know what has been said between you and the company so it's really not for us to decide. It's not looking that good so far though. @ninak, the domain was registered not long ago. When I checked at the time it had 'This domain name is not registered'. Good stuff.
Posted by ninak, 11-01-2010, 09:11 PM
I think that since you had to register your domain on your own and payed a second time that you should be able to get a refund from the company that you had originally sent your money to. (if you had used paypal to pay, you should be able to file a dispute and win as you have the proof they did not deliver as promised. ie. then domain registration) OK You had ordered it on the weekend but b y now it should have been set up even with them doing a fraud check if necessary. I would fill out a support ticket and proceed from there.
Posted by CoryL, 11-02-2010, 12:12 AM
I had just been answered by their support on all three tickets I had submitted. The host has assured me that this is not how business is normally conducted, very quickly refunded my money for the domain, and made me an offer to give them a chance. I feel that their offer was acceptable, and am willing to do that at this point. The customer service I have gotten once the tickets were opened was very good, and their response time between my replies and hearing back was within minutes.
Posted by Aaronn, 11-02-2010, 12:29 AM
I would request a refund, as that is lame. I am wondering have you heard back from them yet? And by stating the company name, they might be using WebHostingTalk community also and might be able to get there attention by stating there name. I suggest submitting a refund, if you don't get a answer within the 24hours to open a dispute in paypal, or whatever method you did use and provide the above information that you have provided us.
Posted by Srvify, 11-02-2010, 01:17 AM
I am glad the issue seems to have corrected itself and you are now a happy client, did they offer any explanation as to what caused the hiccup?
Posted by Aaronn, 11-02-2010, 02:54 AM
Did they provide a reason? and thanks for the update! Would you provide which host this is now?

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