Sep

26

2013

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Guy Yelling At his Hosting Company

We use a number of website hosting companies and we know them so well that we get used to their idiosyncrasies. Every host has them – strange login requirements, slow back ends, poorly setup Cpanel etc etc. For the average website owner they may not notice. For us it can be infuriating. Pretty tough to bill my clients for the extra time dealing with a hosting company that I recommended right?

Anyway I got annoyed today because 1and1’s automated DNS system kicked out another of my clients domains because we used and A record point to get the new site online ahead of the full DNS change. We do it all the time on other hosts without issue. What does it mean when the domain gets kicked out? The client’s site goes offline until we go back in and re-add it to the system. Its a pain and can put a strain on the client relationship.

So I Tweeted this from the torontoseogroup twitter account:

@1and1 Client since 2003 – like service but dns system that removes domains without 1&1 dns pointing is a problem – point the A record?

Mike Childs (@torontoseogroup) September 26, 2013

 

And they Tweeted this:

@torontoseogroup Thanks for the info. I’m looking into this now & will be in touch shortly with my findings. ^AB

— 1&1® Support (@1and1_4U) September 26, 2013

 

Dear ____________,Thank you for contacting us. The Care Taker Team has since looked into your account and can confirm the following:
The name servers within your Control Panel and with the other registrar will have to be identical. If the event that they are not, our system will automatically remove the domain name. An e-mail will be sent to the address on file prior to that taking place. Unfortunately, there would be no way around that – I have checked on it with our Transfers Department who solely deal with domain names. I do apologize for any inconvenience

this may cause you. Please do not hesitate to contact us if any other questions/concerns remain.

Sincerely,
Solutions Expert
Care Taker Team
1&1 Internet Inc.

Hours of operation: Mon-Fri from 8AM-4PM EST
Working hours: 484-913-2857
Off hours: cares@1and1.com

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Follow us on Twitter at:twitter.com/1and1
Twitter Support from:twitter.com/1and1_4u

And then I sent this email clarifying my position:

I know that but that implementation is problematic. Send it up the chain – why would I deal with that when I can just use one of the other hosts that allow me to make A record changes and other standard DNS customizations?

Its a question they should ask because I am – the 3 sites I have had to redo in the last 60 days will be pulled and put on another host. Also mention that I can point to 35 1and1 accounts that I have setup for clients. Without reasonable consistency across hosts it makes our jobs more difficult.

We work with dozens of hosts and administer 100’s of sites. In all of that I find that 1and delivers more consistent uptime and server speed compared with other hosts. I would rate 1and1 ahead of the pack with the exception of:

Your proprietary back end – its slow and non-standard
Your automated dns system

Fix those and you guys move to the front of the pack.

I know I’m only one guy but I have heard the same thing from many other webmasters using 1and1.

To be continued……

Here we go – same day response:

 

Dear _________,

Thank you for contacting us. The Caretaker Team has since looked into your account and can confirm the following:

Domains added to the 1&1 control panel as external domain names must have matching details in the 1&1 control panel and the WHOIS output.

This is not a random requirement by 1&1. There are reasons for this. Please let me explain:

Situation 1:
Domain doesn’t have name servers but is registered to someone other than 1&1. Add domain as external DNS point, use 1&1 name servers and update registrar with those settings. Done – will remain forever in the 1&1 control panel.

Situation 2:
Domain has name servers and is registered to someone other than 1&1. Add domain as external DNS point, use the name servers you already have in the 1&1 control panel. This will match your WHOIS at the registar. Done – will remain forever in the 1&1 control panel.

Situation 3:
Domain has name servers which do not match up the 1&1 control panel to the WHOIS data when added as an external domain. In this situation the domain name exists in the 1&1 system but serves no purpose. This becomes basically a domain within our DNS zone even though it is not processing requests. Thus, we remove these as a clean-up of our own zone files.

This process will not change. The matching of DNS information is a safety check by 1&1 to ensure that the domain name is currently verified as being used for one reason or another. Adding domains to the 1&1 control panel that are not using 1&1 DNS and do not have matching WHOIS will be removed. I do apologize for any inconvenience.

If there is anything else we can assist you with please let us know. Thanks for your patience and have a nice day.

Please do not hesitate to contact us if any other questions/concerns remain.

Sincerely,
Solutions Expert
Caretaker Team
1&1 Internet Inc.

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