Our Support Philosophy

The help you receive from us will always be timely and courteous.

We try wherever possible to have the same person deal with your problem but if passing the problem to another member of our team will result in a faster resolution or better service for you then this is what we will do.

We will sometimes give you the tools to solve a problem yourself rather than just take the problem over. These tools may take the form of pointers to other places on the web where more comprehensive or more qualified help can be found. This is not a put off on our part - in fact this takes a lot of effort which we are happy to provide as part of our service to you.

Please remember though that we don't always have instant answers - if we say we'll call or e-mail you back when we have more information for you then we will - that's a promise.

If the help you receive doesn't resolve the problem don't assume that there is no answer - let us know and we'll keep trying until the problem is solved. In this case it is best to contact the last person you dealt with because they will already be familiar with your problem.

And finally if you are unhappy with the service you receive from us please don't suffer in silence - call 0845 0038888 and ask for Steve or Janice Newcombe.

Help Us to Help You

We will ask you questions that will help us identify whose problem this actually is.
This is not so that we can say "this is not our problem we won't help". This is so that we do whatever we can within our sphere of control and then tell you what to do or who to contact next if appropriate.

We will ask you what you did or what you were trying to do that resulted in you having the problem .
Please don't say "I didn't do anything, it just happened". You can't give us too much information about the problem - too much is always better than too little and what may seem irrelevant to you may actually help us get to the solution quickly.

Copies of error messages and a list of what you did just prior to getting the message is always a great help.

If the problem is urgent please call us rather than email, tell us it is urgent, and always give your full name and a telephone contact number as well.

TAG Changes for .uk Domains

Inbound

Please do not transfer a .uk domain to our TAG without contacting us beforehand. When you contact us we will advise you on the procedure you need to follow to achieve the TAG transfer. If you wish us to provide DNS for your domain you need to agree this in advance with us.

Outbound

A request to release your domain to another UK Tag Holder should be made on your business letterhead by fax or post (details left), quoting your new service provider's TAG. The letter should be signed by a suitably authorised employee of the business or the business owner.

Registry Changes for other domains.

Inbound.

You cannot "push" a domain to us. Instead you must contact us and ask us to initiate a registry transfer. You will usually need to contact your current registrar for an authorisation code. This is required information during the transfer process. The "ownership" of the domain does not alter during a registry transfer.

Outbound

Please contact us for a transfer authorisation code. This will be emailed to either the registrant or the admin contact for the domain. Ask your new registrar to initiate a registry transfer process.

Central Nic domains

Please contact us for instructions for both inbound and outbound domains.

All Domains

We will call you to confirm that the transfer request is genuine.

Outbound requests will be dealt with wherever possible within 1 working day. DNS service will cease automatically 48 hours after the transfer completes unless you make prior arrangements with us.

Requests for inbound or outbound Registry and TAG changes received on a Friday after 12 midday, at weekends or on UK public holidays will be dealt with on the next working day.

Our Support Philosophy

How to Get Help

Help Us to Help You

Registry Changes for other domains.

All Domains