easily.co.uk (https://portal.easily.uk/portal/) domain Kafkaesque nightmare

easily.co.uk (https://portal.easily.uk/portal/) domain Kafkaesque nightmare

19 Nov 2018

easily.co.uk (https://portal.easily.uk/portal/) domain Kafkaesque nightmare

This has been going on for a while now, so to actually unravel this mess and see the extent of how much I’m being messed around, I’m putting all the emails here in sequential order (I was being emailed by various people). There are two issues with my account, one of my domains was set to “pending_validation”, and the other one is that the locks won’t stay on no matter how many times I set it. I’ve been with them for, I don’t know, 15 years? It feels like it’s really time to move on.

Oh also, earlier in the year they told me that another domain of mine
The hosting product(s) listed below will expire on 8-Feb-2018.
When in fact it expires 8-Feb-2019

Summary of issues

Email thread, stuff in italics are my comments, not on emails
===========================================================
On 10/19/2018 4:04 AM, Leticia wrote:
Hello,

One of my domains, xxx.co.uk has a PENDING_VERIFICATION flag next to it. It also doesn’t appear to be redirecting. Can you take a look please?

Also I have set LOCK to be on to all my domains a few times, but it gets set back to off, why is that?

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9 DAYS LATER

Easily Technical Support 19 October 2018 at 12:14
Hi Leticia,

Thank you for contacting Easily support.

Please note that the DNS records are not resolving for this domain, and its registration is suspended:

Host xxx.co.uk not found: 3(NXDOMAIN)

Domain name:
xxx.co.uk
Registration status:
Registered until expiry date.
*** This registration has been SUSPENDED. ***

We have restarted the verification process, please check your Registrant’s email address (Inbox and Spam folders). (I DID THIS and clicked on the link to reverify)

Also, we have been able to lock (and then unlock) the domain names – each time they have been locked (and correspondingly unlocked) after our re-login to the Portal, refer to the attachments.
We advise you to change your Portal password according to the instructions below and not to disclose it. (I ALSO DID THIS AS INSTRUCTED)

If any issue still persists, kindly contact us back.

Olivia Y

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LATER ON THE SAME DAY 19 October 2018 at 21:06

Hi Leticia,

Thank you for contacting Easily domain services support.

In response to your email, the domain xxx.co.uk is showing pending verification as the domain is suspended. This is because at some point you did not accept the link when it was sent to you. In order to relieve the suspension we will require a government issued photo identification that we will provide to the registrar. As for the locks, I have added the locks to the domains and they do appear to have stuck. Please verify on your end.

Stacey H

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Sat, 20 Oct, 09:44
TO Easily.uk, in reply to Stacey H’s email

Hi there,
The locks haven’t stuck, they never do! I’ll set them, they stay set for the session, when I login again after closing browser they are reset back to ‘off’

Regarding the xxx.co.uk domain, I’ve attached my UK driving license as government issued photo ID you requested. [drivers license attached]
===========================================================

Sat, 20 Oct, 16:39
Hi Leticia,

Thank you for contacting Easily domain services support.

I have reached out to the registrar and provided the Driver license to have the suspension lifted. Also, I went in through the back to apply the locks. If they do not stick on this time, this may be a function that is currently down within the control panel.

Please let us know if we can be of further assistance.

Regards,

Stacie H

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SO THIS SHOULD HAVE BEEN THE END OF IT RIGHT????? Stacey H, Stacie H – same person, different person or what?
===========================================================
TO Easily.uk, in reply to Stacey/Stacie H’s email
21 Oct 2018, 19:51

Hi, the locks haven’t stuck! Still off when I signed in just now. I haven’t changed them this time, I’ve left them off in case you need to investigate.
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Mon, 22 Oct, 18:25
Hi Leticia,

Thank you for contacting Easily domain services support.

I have locked your domains for you. I apologize this had not been working. As far as the pending status. I do not see where we have provided your divers license to the registrar for verification. Can you please resent send your government ID and I will forward it along. I do apologize for the inconvenience.

Please let us know if we can be of further assistance.

Regards,

Tara M.

===========================================================
Diver’s license??? A typing error that brought memories… I failed my BSAC Certification because the water was too cold and I couldn’t breathe! My body went into shock when it hit the cold water! 😀
===========================================================
22 Oct 2018, 18:40
TO Easily.uk, in reply to Tara M’s email

My email on 20 October has my driving license as an attachment.
===========================================================

Mon, 22 Oct, 18:50
Hi,

Thank you for contacting Easily domain services support.

The domain xxx.co.uk still showing that it is pending internal review for the license submission. As for the locks, I have sent in an inquiry to the registrar.

Please let us know if we can be of further assistance.

Regards,

Stacie H

===========================================================

Tue, 23 Oct, 16:05
Hi Leticia,

Thank you for contacting Easily domain services support.

I am reaching out to inform you that the registrar will require that you complete the following form with the same contact information as the drivers license that you submitted. The first section would contain the information as it is laid out within your control panel, while the second as on the license. Both areas need to be signed and dated. Once we have the form returned we can assist with having the suspension removed.

Please let us know if we can be of further assistance.

Regards,

Stacie H

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23 Oct 2018, 20:22
TO Easily.uk, in reply to Stacie H’s email

Hi, please find attached a pdf with photo scan of ‘change of registrant application’ although I’m really puzzled as to why I’m filling it as there’s been no change, so current registrant and new registrant are the same, i.e. myself. Also I’ve been at this address for over 11 years. When I first registered the domain – and I’m pretty sure no one else had it before me – I was living somewhere else, but like I said, it was over 11 years ago. (Old address was ….). I wonder if all this happened because I omitted my full address from the public domain, as I don’t want people reading info about the domain to get my full home address? It’s my understanding that I have a right to that level of privacy.

thanks and regards
===========================================================

23 Oct 2018, 23:19
Hi Leticia,

Thank you for contacting Easily domain services support.

I have submitted the information, and now we are waiting on the registrar. I will update you when I have a response.

Please let us know if we can be of further assistance.

Regards,

Stacie H

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23 Oct 2018, 20:07
TO Easily.uk, in reply to Tara M’s email
I’m afraid this still not working. I just logged in and SURPRISE! Locks are all off. [screenshot attached]
===========================================================

24 Oct 2018, 18:31
Hi Leticia,

Thank you for contacting Easily domain services support.

I have locked the domain for you again. I logged out of the portal and when I logged back in it show that they are still locked. Hopefully they will stay locked this time. If for whatever reason they unlock again, please let me know and I will have our system administrators look into it. I do apologize for the inconvenience.

Please let us know if we can be of further assistance.

Regards,

Tara M.

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Thu, 25 Oct, 19:33
TO Easily.uk, in reply to Tara M’s email

Hi, please have sys admins look into this, because it’s unlocked again. I logged in just now and there it was [screenshot attached]
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Thu, 25 Oct, 22:35
Hi Leticia,

Thank you for contacting Easily domain services support.

In response to your email have sent the request off to our System Administrator for assistance with your locks not staying on. Once I hear from them will let you know.

Please let us know if we can be of further assistance.

Regards,

Michele W

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Fri, 26 Oct 2018, 16:37
Hi Leticia,

Thank you for contacting Easily domain services support.

I am reaching out to let you know that in order to have the domain suspension lifted for xxx.co.uk, we will require more documentation as the information on your drivers license is not showing a matching address to the change form you supplied.
Please provide the license again along with one of which matches the on the change form.
Utility bill (last 3 month)
Bank statement (last 3 month)
HMRC tax notification (last 3 month)

Please let us know if we can be of further assistance.

Regards,

Stacie H

============================================================
Fri, 26 Oct 2018, 17:11
TO Easily.uk, in reply to Tara M’s email

This is too much. Why is this happening I’ve had this domain for YEARS. I’m going to put my address back as it was, but I don’t want it to be in the public domain.
============================================================
Sat, 26 Oct 2018, 17:18
TO Easily.uk, in reply to Tara M’s email
And it says quite clearly it’s not required for this to be verified so why is my domain locked and I’m being put through this joke process????? I’ve already send out my drivers license. Please forward my email to complaint dpt. This is ridiculous and it’s been taking too long to resolve.

[screenshot where it says ‘Verified = Not required’]
============================================================
EMAIL SILENCE, NO REPLY AFTER LAST EMAIL…
I called them on 2nd of October and was assured my domain was working again (I checked, and it is) and that there’s no reason why the locks shouldn’t be working.
Except the locks are still not sticking and one of the domains (the same one) is still set to PENDING_VERIFICATION


============================================================
Sat, 17 Nov, 15:14
TO Easily.uk, in reply to Michelle W’s email

Still waiting for this to be fixed?!!?
============================================================

Mon, 19 Nov, 20:02
Hi Leticia,

Thank you for contacting Easily domain services support.

I believe the locks are not staying on because the domain is pending verification. Please provide at least 2 of the following documents that pertain to you.

BUSINESSES INDIVIDUALS
Documentation
Companies house certificate (worldwide)
Utility bill (last 3 month)
Bank statement (last 3 month)
HMRC tax notification (last 3 month)
Official letterhead
Company stamp or seal – must include address
Valid passport
Valid driver’s license
Valid national ID cards (non-UK registrants)
Utility bill (last 3 month)
Bank statement (last 3 month)
HMRC tax notification (last 3 months)

Please let us know if we can be of further assistance.

Regards,

Tara M.

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WTF????? BANGS HEAD ON KEYBOARD I REFUSE TO SEND ANOTHER ID ON PRINCIPLE They asked for one ID first, and then to fill in a form, now ANOTHER? For a domain that hasn’t changed hands?
============================================================
Mon, 19 Nov, 20:21
TO Easily.uk, in reply to Tara M’s email

The locks aren’t staying on any of my domains. I’ve already provided my driving license at the start of this Kafkaesque nightmare.

20:25
You lot are literally just going round in CIRCLES with this, it’s pathetic.

20:41
This is a visual summary of what you have been putting me through since the start of the year.

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19 Nov 2018
I started a free domain transfer of two of my domains (to test the waters, it’s free for .co.uk domains) to https://www.123-reg.co.uk/

============================================================

Weds, 21 Nov, 02:23
Hi Leticia,

Thank you for contacting Easily domain services support.

In response to your email so can further look into your locks not staying on.

Please provide at least 2 of the following documents that pertain to you.

BUSINESSES INDIVIDUALS
Documentation
Companies house certificate (worldwide)
Utility bill (last 3 month)
Bank statement (last 3 month)
HMRC tax notification (last 3 month)
Official letterhead
Company stamp or seal – must include address
Valid passport
Valid driver’s license
Valid national ID cards (non-UK registrants)
Utility bill (last 3 month)
Bank statement (last 3 month)
HMRC tax notification (last 3 mont

Please let us know if we can be of further assistance.

Regards,

Michele w

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I didn’t even reply to that, but then I got this the day after
============================================================

Thurs, 22 Nov 2018, 16:36
Hi Leticia,

Thank you for contacting Easily domain services support.

I have locked the domains again for you. I do apologize for all of the confusion. I have confirmation that the pending verification has gone through. Please note the following:

Data validation:
Nominet was able to match the registrant’s name and address against a
3rd party data source on 26-Oct-2018

Please let us know if we can be of further assistance.

Regards,

Tara M.

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But one of my domains is still pending verification, so I’ll reply with that
============================================================
Fri, 23 Nov 2018 10:05
Hello Tara,

Thanks for your email. The xxx.co.uk domain still shows as pending verification. This is what it looked like when I logged on just now.

image.png
image.png
Any idea when that will stop showing? Is it not straight away?

regards
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