PCG Hosting Support

Domain Names - Deactivation

RELATED INFORMATION

Registration

Modifications

Deactivations

Because of inquiries and mailing list posts regarding the InterNIC's billing and deactivation procedures, the following is offered for your reference.

From: Chris Clough
Director of Communications
Network Solutions, Inc.

Expanded capabilities for better services

Over the past six months, Network Solutions has worked diligently to improve billing and accounts receivable processes to provide better customer service. We have automated many of our steps to quickly and efficiently register desired domain names, bill our customers, and record their payments. We have also recently added expanded capabilities and resources for check processing, credit card processing and invoice generation. In addition, our automated voice processing system offers registrants a quick and easy payment option.

These measures have already demonstrably increased our accuracy and efficiency as a customer service organization. New telephone trunk lines are increasing our capabilities to better service the growing demand. We believe that the aggressive steps we are taking will minimize frustrating delays and will allow us to more efficiently serve you.

Our exponential growth has meant growing pains as we respond to the needs of our customers. As our growth continues our team is working around the clock to bring you solutions.

We appreciate your patience in this time of growth as we continue to improve our processing times. We recognize that you may have questions, however, and the following represents those billing questions most frequently asked by Network Solutions' InterNIC customers. If your question is not answered here, please contact us for further information.

1) I never received an invoice. What happened?

The InterNIC depends on valid information from the template registration that you fill out so that our database will generate correct email and postal invoices and notices. Please make sure that all of the information you included was correct and current so we can get an invoice to you.
2) How do I check to see if my domain has been paid?

The InterNIC has two ways for you to check the status of your domain payment.

Using the tracking number you received when you registered, look at the web form:
Web-Based Registration Tracking
http://rs.internic.net/cgi-bin/finger
You may call our interactive voice response system 1-888-771-3000 for the US, Canada, Puerto Rico, and the Virgin Islands. Other areas may call 402-496-9798

3) Where can I see where an invoice was sent?

You may find that information at the URL:
Web Interface to Whois
http://rs.internic.net/cgi-bin/whois
Enter the domain name in question and select the billing contact NIC handle (highlighted) for information.
4) How can I pay?: You have numerous payment options. For a complete listing, please see Registration and Renewal Fees: Fact Sheet
http://rs.internic.net/fees/facts.html
5) Your phones are always busy, what are you planning to do about this?: We have just increased telephone line capacity by 30 percent. We are also investing in other new facilities that will nearly triple our capacities. Credit card calls are now expedited through our interactive voice response system, and additional personnel are being added so that we can provide better, faster service to you.
6) I've paid via the 1-888 number, why does it not show up immediately within your tracking system?: Your 1-888 calls are processed within 48 hours and updated in our systems, and should be reflected in the records after updating.
7) I've paid via First Virtual, why does it not show up immediately within your tracking system?: Your First Virtual payments are processed within 48 hours and updated in our system and should be reflected in the records after updating.
8) I paid my bill, why did I get cut off?: If you paid your bill AFTER the due date, we make our best effort to process within 48 hours of receipt. In these cases it is possible that your last-minute payment did not make it into the database before the cutoff period. NSI puts names on hold for non-payment for a certain number of days and during this period of time the name will not show up in the .com, .net, or .org zone files.
9) Why did I receive a deactivation notice for a domain that I am not associated with?: The InterNIC makes the best effort to notify domain name registrants and contacts before they are deactivated. It is possible that registrants have included name server information that is false (lame delegations, or domain entries that inappropriately reference another organization's nameservers). If you receive such a notice you should contact the registrant.
10) I sent in a check for my domain and it was never processed. Why?: If the check we received does not have sufficient information on it, including the domain names for which the check was sent and/or the invoice numbers, the processing staff cannot rightly attribute the payment. We make best efforts to contact the person paying the bill and this manual process takes longer.
11) I know that my domain name has been canceled in error. What can I do to get it restored?: Please immediately contact the InterNIC and we will work with you to find a solution.
12) Is there any truth to the rumor that InterNIC is randomly deleting names?: There is absolutely no truth to this. The InterNIC takes every precaution to ensure that only those non-paying domain name registrations are deactivated. On occasion errors have been made and when this happens, the InterNIC will make best efforts to restore service.
13) I've heard that really big ISPs have been effected. How do I know if my ISP has paid so I don't have to worry about being deactivated in the future?: You may want to check your registration as you approach your renewal date by using the InterNIC's "whois" service. If your ISP is the billing contact, ask them for the InterNIC invoice number and call 1-888-771-3000 to check payment status (remember your payment status may not be reflected in the voice interactive system for up to 48 hours).
14) If a domain name is deactivated is it then available to anyone?: No, it remains deactivated for a period of time after which if payment is not received it is deleted and becomes available for others.
15) Is there any preference given to US registrants? Is there any bias toward non-US registrants?: There is absolutely no distinction given to the location of the registrant in relation to a registration request. InterNIC makes best efforts to provide uniform level of customer service to all registrants.
16) When will InterNIC deactivate domain names again? What is the process?: Deactivation are an ongoing business practice. At the present time there are concentrated efforts to bring all records in the InterNIC database current.
17) I've see a lot of postings from members of the Internet community about their concern over the InterNIC actions, how do I know what's really going on?: Please refer to the www.netsol.com or rs.internic.net pages for information about the current status of InterNIC registration procedures. Additionally we host mailing lists for distributing registration related information. To learn more about such lists visit:
InterNIC Mailing List WWW Gateway
http://rs.internic.net/cgi-bin/lwgate

Also, please see the March 28, 1997 announcement regarding new invoicing procedures and payment processing enhancements that will go into effect on April 14th at:
Internic News and Announcements
http://rs.internic.net/announcements