Poor Service | Axxess.co.za WebHosting

[cephas]

As we all do business and expect to be treated the same way you would unto others.
The below dates has been captured trying to get any feedback from Axxess but no response at all.
Phone calls were made and none can assist, I even tried to contact them via their online chat within the support portal and I was told that the hosting Support department will contact you but nobody contacted me.
The actual issue is that I transferred my client's domain to Axxess on 01/01/2020.
On Fri, Jan 10, 2020, I received notice from ZACentral Registry that my domain is pending for deletion, I never initiated this and I decided to contact Axxess for an explanation up to now, NO answer from Anyone from Axxess. My domain has been taken down now.

Followup: Client – 2020-01-13 13:46:50
Followup: Client – 2020-01-12 09:16:34
Followup: Client – 2020-01-11 11:58:47
Followup: Client – 2020-01-10 23:21:40
Followup: Client – 2020-01-09 20:22:04

All related services ie e-mail and website to my client's domain have been halted.
See the domain status report from ZACentral Registry for the domain in question


Domain Name: uniqueshowers.co.za
Registry Domain ID: DOM_3FI4H-CO.ZA
Registrar WHOIS Server:
Registrar URL: www.axxess.co.za
Updated Date: 2020-01-15T17:25:20Z
Creation Date: 2019-09-09T12:55:36Z
Registry Expiry Date: 2020-09-09T12:55:36Z
Registrar Registration Expiration Date: 2020-09-09T12:55:36Z
Registrar: Axxess DSL
Registrar Abuse Contact Email: ***********
Registrar Abuse Contact Phone: +27.**********00
Reseller:
Domain Status: inactive https://icann.org/epp#inactive
Domain Status: pendingDelete https://icann.org/epp#pendingDelete

 

[Jade @ Absolute Hosting]

If the domain transferred on the 1st, then access should have generated a domain renewal invoice.
Have they done this? If not then contact them and ask them to generate a one and you can then pay and get your domain reinstated.

Once reinstated you can take up the lack of service with them and ask further questions, or decide if you want to move your domain to another hosting provider.

 

[cephas]

Thank you for your reply.
The invoice was settled (they only charged for hosting space) and bear in mind that the domain was fully paid for when it was transferred... so the fee for domain portion was R0.00

Please have a look at the attached screenshot.

 

[cephas]

If the domain transferred on the 1st, then access should have generated a domain renewal invoice.
Have they done this? If not then contact them and ask them to generate a one and you can then pay and get your domain reinstated.

Once reinstated you can take up the lack of service with them and ask further questions, or decide if you want to move your domain to another hosting provider.

 

[Jade @ Absolute Hosting]

The invoice you sent is for the transfer, not for the renewal.
Looks like Axxess have not synced the renewal date and generated a renewal invoice for the domain. Give them a call and ask them to generate a renewal invoice, pay via card and you’ll be back up and running.

you can then deal with the rest later

 

[ChalkCheese]

Good luck. I have a friend who's been trying since December to transfer domains away from them (they registered his domains with their own email address). He hasn't received a single reply to tickets either. Just read online reviews, most people having the same issue with their non-existent support.

 

[cephas]

The invoice you sent is for the transfer, not for the renewal.
Looks like Axxess have not synced the renewal date and generated a renewal invoice for the domain. Give them a call and ask them to generate a renewal invoice, pay via card and you’ll be back up and running.

you can then deal with the rest later

I am frustrated at this moment, I have tried contacting them again, the Support agent is saying send a mail but he is forgetting that I have sent so many ticket followups I am not getting any response.
If you look at the status of my domain, what options do I have at this point?
Should I let the ZACR delete it and when is it being deleted?

Please see the whois records below:



Domain Name: uniqueshowers.co.za
Registry Domain ID: DOM_3FI4H-CO.ZA
Registrar WHOIS Server:
Registrar URL: www.axxess.co.za
Updated Date: 2020-01-15T17:25:20Z
Creation Date: 2019-09-09T12:55:36Z
Registry Expiry Date: 2020-09-09T12:55:36Z
Registrar Registration Expiration Date: 2020-09-09T12:55:36Z
Registrar: Axxess DSL
Registrar Abuse Contact Email: [email protected]
Registrar Abuse Contact Phone: +27.413968000
Reseller:
Domain Status: inactive https://icann.org/epp#inactive
Domain Status: pendingDelete https://icann.org/epp#pendingDelete
Registry Registrant ID: REDACTED

 

[Jade @ Absolute Hosting]

Morning

I took a look at the status of your domain and noticed that it has not been renewed you.

my suggestion at this point is to mail the Axxess billing dept and ask them to generate a renewal invoice for the domain and then get onto the phone and give them the ref number for your email.

You run the risk of your domain going into closed redemption after 10 days from the date of expiry which will incur a higher renewal fee, or worse, the domain being deleted from the registry and being made available for registration on a first come first serve basis (you or your client could loose the domain to a squatter)

does Axxess provide a facility for you to renew the domain from within their client portal? If they do then you should be able to reinstate the domain without any assistance from the billing or support dept?

 

[cephas]

Morning

I took a look at the status of your domain and noticed that it has not been renewed you.

my suggestion at this point is to mail the Axxess billing dept and ask them to generate a renewal invoice for the domain and then get onto the phone and give them the ref number for your email.

You run the risk of your domain going into closed redemption after 10 days from the date of expiry which will incur a higher renewal fee, or worse, the domain being deleted from the registry and being made available for registration on a first come first serve basis (you or your client could loose the domain to a squatter)

does Axxess provide a facility for you to renew the domain from within their client portal? If they do then you should be able to reinstate the domain without any assistance from the billing or support dept?

Thanks for your feedback.
Imagine the below:

ZA Central Registry: Domain Deletion Notification for "uniqueshowers.co.za"

Inbox

x

coza Notice System <[email protected]>	Mon, Jan 20, 7:25 PM (4 hours ago)
to support

Dear Domain Contact,


Please be advised that the domain "uniqueshowers.co.za" has been deleted.

Should you have any queries in this regard, please contact your Domain Registrar Axxess DSL at +27.413968000 or [email protected]


--

ZA Central Registry NPC

E-mail: [email protected]
Tel: +27 11 314 0077
Fax: +27 11 314 0088

 

[cephas]

To those of us who are voting for AXXESS.CO.ZA for being the number ISP ever in S.A. Please read my thread so that you know.

I have tried to be quite transparent.