Options?

[Newb1e]

Hi all,

 

This time two weeks ago I was inquiring as to wether or not to have my first website hosted with TCH, and finally I took the plunge and did it on Nov 1st!

 

But unfortunatley on the third day of having my site up any running, I found it had been taken down and after the last two days of swapping tickets with Tech Support, they have told me they have no more records of my site because of a mix-up, and it apparently - no longer exists.

 

I was reffered to contact Email Support, now I'm not putting down TCH, their reply times to my support tickets are incredible, I usually receive a reply within 10 minutes and cPanel couldn't be anymore user-friendly, it's superb, I guess I'm just having beginners bad luck or something...

 

But at the Email Support link, it says I have to wait between 12-24 hours for a reply, may I ask why I have to wait that long? This is my first website and having tasted the fun for two days and have it taken away is a little worrying that I may have to wait up to a day/ maybe even a week to sort this out, and if I ever have another problem in the future - I may need to do this all over again.

 

I'm wondering - is there anywhere else I can contact for help? Another help service I missed? Please help, and sorry for the long post, I tried to squeeze it down I swear.

[TCH-Rob]

The question I have would be, is there no record of your domain name or of your hosting account. They are seperate. The link provided is for domain name questions and the link at the top of this page called Help Desk is for the hosting side. Domain name issues do normaly take a bit longer than the hosting side of things.

[Newb1e]

Hi Rob,

 

Thanks for the link, but unfortunatley one technician from there told me I just have to wait 48 hours for my domain to finalize, 2 days later - after that I replied telling them my site is still down and another technician told me there was no record of my domain at all and asked me to send an email to Email Support, I sent two emails at around 10:00 GMT this morning and so far no reply, so I'm desperately hoping they will reply by the time I wake up tomorrow (as it's 12:00pm now)

 

To be honest, I'm not entirely sure what to expect from the reply, I'm hoping they will say everything is sorted now and it was just a minor hiccup but I really don't know.

 

The Help Desk insisted it wasn't their department so I guess this is my last hope, I've ordered a yearly hosting package and a domain and I really don't want to ask for a refund and go anywhere else, I was recommended here by a friend and I like it here, everyone is so friendly and helpful.

 

I just hope everything will work itself out.

[Madmanmcp]

But unfortunatley on the third day of having my site up any running, I found it had been taken down and after the last two days of swapping tickets with Tech Support, they have told me they have no more records of my site because of a mix-up, and it apparently - no longer exists.

 

What exactly do you mean by "having my site up any running"? Having a site up and running to me means you have written some html pages and have uploaded the files to your web site and everyone can view them on the internet from their web browsers.

 

To accomplish this you need to have purchased a domain from a registrar. You then purchase a hosting package and tell them the domain and either they or you point the domain to the proper DNS server. After you receive an email from the hosting company and your domain is "propogated" and you have written your html code for your web pages and uploaded them to your site...THEN you are up and running.

 

Did you do all of these things and did you do them with TCH would be my questions.

[TCH-Rob]

They are two things. You might have a hosting account with us (that is one thing) and have gotten a domain name (the second) but support for one is seperate than that of the other. What is your domain name? You would have paid for hosting a monthly fee starting at $4 or yearly starting at $44 and then have purchased a domain name for $10.95. Two different charges, remember one does not get you the other. We cannot resolve this completely in the forums here because we as mods (blue) and myself because we do not have account level access.

 

Did you pay for two seperate items, hosting and domain name individualy, not one charge?

[TCH-Rick]

If you will send me a Private Message using the PM button below with your domain name I will check on the ticket. I saw one on the Help Desk that I suspect is yours but need more details than it provided to know exactly what might be happening. In particular, I would need to see a copy of the email you received when you registered the domain. If the problem is in the registration that does need to be handled by the registration department and not the Help Desk as we do not have access to that information.

[Newb1e]

Hi Madmanmcp,

 

What exactly do you mean by "having my site up any running"? Having a site up and running to me means you have written some html pages and have uploaded the files to your web site and everyone can view them on the internet from their web browsers.

 

You are correct, and yes people could see my site, I could upload content via ftp and access my cPanel fine, my site was up and running perfectly for the first two days.

 

Did you do all of these things and did you do them with TCH would be my questions.

 

Yup, I ordered both a domain and and a yearly hosting package exclusive with TCH.

 

We cannot resolve this completely in the forums here because we as mods (blue) and myself because we do not have account level access.

 

Hi Rob,

 

I also understand that this is not the Family Forums department, but I am running low on options as I have still not received a reply from Email Support after almost 24 hours, I posted here because I need advice and have no idea what to do.

 

If you will send me a Private Message using the PM button below with your domain name I will check on the ticket. I saw one on the Help Desk that I suspect is yours but need more details than it provided to know exactly what might be happening. In particular, I would need to see a copy of the email you received when you registered the domain. If the problem is in the registration that does need to be handled by the registration department and not the Help Desk as we do not have access to that information.

 

Thanks Rick that sounds great, I will pm with all the details I can find after I post this message, thanks!

[Newb1e]

Sorry to double post everyone but I'd like to ask something (thanks for the info via pm Rick)

 

Right now I have a hosting package but no domain, so I'm guessing if I buy a new domain I could just ask TCH to set everything up and use my site through the new domain right?

 

Would that work? Because if it does I'd like to buy a new domain asap

[TCH-Rick]

To change the domain associated with an account you would need to register the domain, set the nameservers to ns1.totalchoicehosting.com and ns2.totalchoicehosting.com, and then open a Help Desk ticket requesting that the domain be changed.

[Newb1e]

Oh, I'm afraid I have no idea how to change nameservers, is any of this done through cPanel? Because I can't get to my cPanel, whats the procedure for this sort of thing?

 

Is there any chance I could just purchase a domain from here like I did before? And ask TCH to fill in the blanks?

[TCH-Don]

Its not hard to change your domain to point at the TCH name servers.

 

When you register a domain name,

you will received an e-mail showing

how to log into you domain name control page

where you can change the DNS to

ns1.totalchoicehosting.com - 64.246.50.105

ns2.totalchoicehosting.com - 65.254.32.122

 

If you look here at the dns tutorials see if your domain registar is listed,

if not try one as it is about the same for all of them.

[Newb1e]

This should be my last question then before I buy a new domain: it's just as simple as that? Change those nameservers figures and and contact the Help Desk to do the rest, and thats it? And how long does it take for my new www.~.com to be set up roughly?

 

EDIT: And just so I'm 100% clear, my hosting account is still there right? I don't need to buy another one of those do I? The one I purchased a few days ago is still sitting in your database waiting for a domain right?

[TCH-Don]

Yes its that easy,

and the domain name will take up to 72 hours for all the IPS name servers to upate.

Not always that long, but can be up to 72 hours.

 

 

After payment was received,

You should have received a welcome e-mail for your hosting account

showing how to access your web space and cpanel

There are also links to access your site and cpanel with the IP address before the domain name propagates.

and that should work for you now reguardless of the domain name.

[Newb1e]

Will I receive a new email from TCH when I order the new domain and ask the Help Desk to set everything up? Like my cPanel password/login, etc included in the email? If not how do I go about getting that information? Because I was sent my details automicatally after I ordered hosting the last time.

[TCH-Don]

You can ask the help desk to resend your welcome e-mail when you ask them to change your account to your new domain name.

 

Did you try the link to your space using the IP link in you e-mail?

[Newb1e]

Yes, but it is disabled, I didn't think anything of it at the time

[TCH-Don]

The last one is your web space

showing what you put there using ftp or what ever through your IPaddress/~username

so you hosting account is fine.

 

Now all you need to do is get a domain name and point the DNS to

ns1.totalchoicehosting.com - 64.246.50.105

ns2.totalchoicehosting.com - 65.254.32.122

And tell the help desk the domain name.

[Newb1e]

Thanks very much Don, you have helped no end so far

 

One last thing, I think you pretty much answered it but when I register my hosting account with the new domain, would I get a new cPanel login account? I mean I wouldn't still be using ultimas (the login I use now) would it?

 

I'm considering purchasing a completely different name, would I would get a new login? I'm just curious

[TCH-Don]

You will keep the user name.

Just ask them to resend the welcome e-mail with your new doman name details.

[TCH-Rick]

There is actually no need to have the Welcome Email resent if you have it. All the information will remain the same except for your domain name.

[Newb1e]

This is odd, on the very last confirmation page for purchasing a new domain, it told me my credit card has been blocked?

 

Image

[TCH-Rick]

You really need to deal with this issue through technical support at the domain registration page rather than through the forums. There is nothing that can be done here to help in this situation.

[Newb1e]

Hi all,

 

Things really aren't going so good right now, and I may have to consider getting a refund, do I contact the Help Desk for a refund? I'm only 6 days into my 30 day money back guarantee.

 

I have no idea why secureserver has blocked my credit card, my credit card supplier has assured me my credit card is fine, with no problems and I have already been charged £25.xx (I'm guessing thats from my hosting package but I still have to consider getting a refund).

 

My family and I have agreed to wait until tonight for a reply from secureserver to answer why they have blocked our credit card but it's been almost 24 hours now so I'm not too confident they will.

 

Would it work if I went elsewhere for just the domain purchase and keep my hosting here? If so, can anyone recommend somewhere else for me to buy a domain thats reliable?

 

If anyone has any suggestions at all, please share them, both me and my family are running low on ideas.

 

Thanks

[TCH-Thomas]

As Rick says, the only ones who can answer your question about your domain-problems are the Securepaynet.net´s support .

 

As for your hosting question, you will need to submit a ticket to the hosting support about that.

Edited November 7, 2004 by TCH-Thomas

[TCH-Don]

Yes you can get a domain name elsewhere,

your hosting is working, you just need a domain name.

 

I would stick to the well know domain sellers.

[TCH-Dick]

I just spoke to thier billing support at (480) 624-2500. They said the main reason for a card being blocked is a Chargeback with them or one of their affiliates. While that is the main reason it can be many other things. The best method of contact for a blocked card is ccinquiries@secureserver.net . If you send a request to that address you will not hear from them today, they are only open M-F.