rodeoXtreme Posted October 15, 2007 Share Posted October 15, 2007 We have used Stargate for our Domain Registrar for a long time now; but, recently they were sold (or at least their Registrar part) to this US2.net. As a Reseller they said there would be no changes on the Resellers part but I have noticed a huge change in their Support Department. One of our employees noticed that a domain was not properly registered so we sent a Support Ticket and didn't even get a response to the submission. So over the last 24 hours we have a client that is upset and no reply from US2.net. SO I called their "Support Number" it appears that is transferred to another number and after 5 minutes of ringing you are disconnected. After 3 Support Tickets submitted we still have not received an answer to our problem. It looks like we are going to search for another Vendor for our Domain Registration. Maybe this company will get better support in the future but our business cannot rely upon their performance. We would like to know if anyone else is having a problem with them? OR is this just an isolated case. Thanks 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 15, 2007 Share Posted October 15, 2007 I was using Stargate, and am still going to stick with US2. I haven't had to use their support yet, but Stargate was never that fast either. I usually had about 24'ish hours of waiting before I would get a reply. When they referred to no changes with resellers, I think they meant in regards to the service provided and what the reseller account had to offer. I expected support to change, as you're going from one company, to another. They're not going to work the same way--there's going to be differences. Have you ensured that you are in fact contacting US2 and not Stargate? 0 Quote Link to comment Share on other sites More sharing options...
rodeoXtreme Posted October 15, 2007 Author Share Posted October 15, 2007 Hi Jordan, Thanks for your reply, I thought that myself and rechecked the links that my employee posted and confirmed that it was correct. I did however discussed this with Matt and Joe today and discovered that they are using the same system; so we elected to use Matt's system; domains are $7.95/year. It works great! 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 15, 2007 Share Posted October 15, 2007 Are you referring to DirectI? I've got the $6.95 reseller with Stargate, which is enough to get me to stay. Either way I've dealt with support twice over the year I've been with 'em, so personally I'm not worried if support is slow. :3 0 Quote Link to comment Share on other sites More sharing options...
rodeoXtreme Posted October 15, 2007 Author Share Posted October 15, 2007 Nice deal Jordan!! I never had a problem with Stargate and everything seemed to be really smooth until this weekend. I think though that Matt and his staff are No 1. in Customer Support and I love his software and $7.95 per domain is what we pay at Stargate; I prefer to give Matt my money. 0 Quote Link to comment Share on other sites More sharing options...
netearth Posted October 17, 2007 Share Posted October 17, 2007 Hi all, I assume you are meaning UK2.net, their support is well to say the least crap, UK2 were known to be the cheap and nasty UK server providers for Raq's mainly. ResellerClub have now increased their pricing becuase of the registry increases, however RC's (Directi) lowest rate is now $6.99 if you fancy coughing the $11999 or total reciepts thereof. Regards, Chris NetEarth One, Inc. ICANN accredited Domain registrar. 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 17, 2007 Share Posted October 17, 2007 We said US2.net, which is exactly what we meant. I also don't believe that advertising is allowed here 0 Quote Link to comment Share on other sites More sharing options...
netearth Posted October 17, 2007 Share Posted October 17, 2007 We said US2.net, which is exactly what we meant. I also don't believe that advertising is allowed here Hi Jordan, I think youll find US2 is UK2, check out their site, and who owns the domains, this is from the US2 site: US2.net is part of the UK2 Group, which contains other hosting companies such as UK-2 Limited and Another.com. UK2 Group has been a significant player in the hosting industry since 1998, and is a major shareholder of Telecity Redbus, the leading European data center provider. This means that US2.net is run by a team with years of hosting experience, committed to making customers happy. So as I was saying, if you meant UK2 (as above) then their support hasnt changed, its still rubbing :wink: Regards, Chris ps. also didnt know about the advertising, but I will immediatly change the sig to remove the pricing. 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 17, 2007 Share Posted October 17, 2007 Eh, unless you can differentiate the support between US2 and UK2, then I could understand. Regardless, I had no qualms with Stargate, and have no qualms with it under US2 right now. 0 Quote Link to comment Share on other sites More sharing options...
netearth Posted October 17, 2007 Share Posted October 17, 2007 Eh, unless you can differentiate the support between US2 and UK2, then I could understand. Regardless, I had no qualms with Stargate, and have no qualms with it under US2 right now. Hi Jordan, I was actually agreeing with rodeoXtreme (post creator) as he said, before UK2 took over the "reseller" business it was good support, rodeo mentioned that he/she has had issues with getting a support ticket answered, and albeit 3 tickets later! still no answer. This however is no suprise if it were UK2 (which it is) I found this little article as well : h t t p://w w w.webhostingtalk.com/news/uk2-web-hosting-company-acquires-reseller-customers-from-stargate/ I was simply agreeing with one point of view, and putting the link to UK2 as they have crap support, its a shame that as you have said stargate have been good, are now going to be tarred with the UK2 crappy suport brush. Chris 0 Quote Link to comment Share on other sites More sharing options...
Ditlev Posted October 18, 2007 Share Posted October 18, 2007 Hi, My name is Ditlev Bredahl, I am the CEO of UK2.net. I'd like to invite you to contact me directly if you have questions. My icq/msn info is in my profile, and this is my email: ditlev@uk2.net. Thanks Ditlev 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 18, 2007 Share Posted October 18, 2007 Eh, unless you can differentiate the support between US2 and UK2, then I could understand. Regardless, I had no qualms with Stargate, and have no qualms with it under US2 right now. I was simply agreeing with one point of view, and putting the link to UK2 as they have **** support, its a shame that as you have said stargate have been good, are now going to be tarred with the UK2 **** suport brush. Chris You misinterpreted my post. I basically was asking if you could differentiate the support between the two websites? I don't see UK2 truly giving support to US2. I see it as two separate brances, with a possibility of having two different support groups. So, basically what I'm asking, do you specifically know that UK2 *is* providing the support, or if it's US2 support for US2? If anything, I'll go out and try sending them in a support ticket for a minor issue, and see what their response time is. 0 Quote Link to comment Share on other sites More sharing options...
rodeoXtreme Posted October 18, 2007 Author Share Posted October 18, 2007 I think that Support is the Absolute priority for my client; this is the one thing that I can control. I submitted a similar ticket with Stargate and I did receive an automated email saying that they were working on it. I would then have a reply to the situation within a couple of hours. What has jerked my chain is the fact that after a couple of tickets over 24 hours; I called their Telephone number. After ringing for about 2 minutes someone answered and said I had submitted it to the wrong Department so they would submit it to the Correct Department; now I waited another 24 hours and nothing. I understand that their Department is busy, or there is only one person; I had no problem with that. I have a problem with the fact that I was ignored for that long of time. Like I said in my earlier post. Matt and his staff here are the GREATEST!!! Although we are a small piece of the puzzle; every support ticket I have ever submitted; I got a reply in a timely manner. Most of the time it was the solution, a couple of times it was not. But the fact is that I was supported. My opinion that as a small business in this highly competitive world; Service and Support is the only advantage that we have against the major hosting firms. Keith 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 18, 2007 Share Posted October 18, 2007 While I agree with you about the support, I think I just realize that when you *know* a company has thousands upon thousands upon thousands of clients, they probably get nearly that many tickets on average.. So I can see support for DOMAINS dwinlding and pretty much getting the short end of the stick. Regardless, I'll test out their support to see if you just kind of got the crap end. 0 Quote Link to comment Share on other sites More sharing options...
netearth Posted October 18, 2007 Share Posted October 18, 2007 Hi Jordan, Go for it, looking at the DNS, the secure.us2.net goes to a stargate IP block in the US, but at the end of the day the only true way of finding out is to try. Chris 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 18, 2007 Share Posted October 18, 2007 Yeah, I saw that they're using the Naperville location for the website, so I figured that's probably how US2/Stargate came into play. I'll try to get around to doing that later on today. 0 Quote Link to comment Share on other sites More sharing options...
netearth Posted October 18, 2007 Share Posted October 18, 2007 What has jerked my chain is the fact that after a couple of tickets over 24 hours; I called their Telephone number. After ringing for about 2 minutes someone answered and said I had submitted it to the wrong Department so they would submit it to the Correct Department; now I waited another 24 hours and nothing. Keith Hi Keith, To try and find out (and to make life simple) was it an english (british) voice or an american one on their telephone number, also why didnt they just transfer you to the correct department then? Chris 0 Quote Link to comment Share on other sites More sharing options...
Si Posted October 18, 2007 Share Posted October 18, 2007 UK2.net - words my customers (previous UK2.net customers) have used about them. rip-off underhand awful non-existent support misleading I can understand new people using them for registering their domains. Any self-respecting and knowledgeable web host will avoid them like the plague. There are plenty of proper providers out there for web hosts/registration providers. MISLEADING They advertise UK domains for £1.99 a year (yet UK domains can only be registered for 2 years at a time) so they should be saying £3.98 for 2 years. Yet, £3.98 is cheaper than purchasing them directly from Nominet, so are they making a loss? Of course not. They have hidden charges. When you come to use the domains, you have to pay. 1) they offer free web diversion (but don't say its under a UK2 banner) if you want to remove it, the cost is £11.99 a year. (£23.98 over the 2 years of your UK domains live). Suddenly the £3.98 is £27.96 for just one service. 2) want to use your own nameservers? lol that will cost you too. (£16.99 a year) Double these prices (roughly) for US dollar amounts. Let me put that into perspective for US readers. .com domains are £7.49 per year. (About $15) To be able to change your nameservers costs £16.99 per year (about $32) So registering a .com domain and being able to change it's nameservers is a small $37 per year. Add to all of that, their support is rubbish. Once customers realise and attempt to move their domains away, they find support surprisingly absent, and when they do reply, they have a transfer out charge (which we believe is unethical) and should be made illegal. Now Mr CEO, perhaps you would like to come back and publicly discuss UK2's business model and how it could be beneficial to a community of web hosts like those in this community? and if you have a different model for the US, perhaps you would like to explain how, in a global market, you can charge the prices for the services you do in the UK? Si 0 Quote Link to comment Share on other sites More sharing options...
rodeoXtreme Posted October 18, 2007 Author Share Posted October 18, 2007 Hi Chris, I called a Chicago, IL telephone number (local); I was prompted to select the Department that I wished to speak to; once I did that, I was transferred to a European "ring tone" and a British-type voice answered the phone after a few minutes of ringing. I asked if I could be transferred to the correct Department and was told "...that the Staff was all busy supporting others but someone would be in touch with me soon!..." By the way, I just received an email last evening about the tickets that I submitted four days ago. Keith 0 Quote Link to comment Share on other sites More sharing options...
netearth Posted October 18, 2007 Share Posted October 18, 2007 Hi Chris, I called a Chicago, IL telephone number (local); I was prompted to select the Department that I wished to speak to; once I did that, I was transferred to a European "ring tone" and a British-type voice answered the phone after a few minutes of ringing. I asked if I could be transferred to the correct Department and was told "...that the Staff was all busy supporting others but someone would be in touch with me soon!..." By the way, I just received an email last evening about the tickets that I submitted four days ago. Keith Hi Keith, Yeah that sounds like UK2, well the good news, obviously the CEO of UK2 reading this thread has seen your original post and hopefully sorted you out. One would hope he is kicking ass as we speak to sort out his company. Chris 0 Quote Link to comment Share on other sites More sharing options...
networkegypt Posted October 24, 2007 Share Posted October 24, 2007 we have started using net earth one as registrar instead of us2 .. realy they are very helpfull 0 Quote Link to comment Share on other sites More sharing options...
Unspecific Posted October 24, 2007 Share Posted October 24, 2007 Yeah. US2/UK2 really do suck! 0 Quote Link to comment Share on other sites More sharing options...
bobdil Posted March 28, 2008 Share Posted March 28, 2008 We havent gotten e-mail for three days. Support said it would be fixed in 24 hours over the phone and didnt respond to the ticket, except by email and I can't get that. any suggestions? 0 Quote Link to comment Share on other sites More sharing options...
netearth Posted March 29, 2008 Share Posted March 29, 2008 We havent gotten e-mail for three days. Support said it would be fixed in 24 hours over the phone and didnt respond to the ticket, except by email and I can't get that. any suggestions? Errr, move registrar Chris 0 Quote Link to comment Share on other sites More sharing options...
Nick Posted March 30, 2008 Share Posted March 30, 2008 Errr, move registrar Chris Let me guess which registrar you'd suggest 0 Quote Link to comment Share on other sites More sharing options...
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