Over this past weekend I moved two of my clients from an older web server at Verio to a new ViaVerio plan. The upgrade required changes to their nameserver records. These records are managed through my reseller account at Verio, but the registrar itself is Melbourne IT.
On Thursday morning I had a frantic call from one of the upgraded customers at 6:30 AM -- website and email were down. Everything looked good on my end so I called Verio who insisted that I'd changed the nameserver record info again. My next upgraded customer then called... same problem.
I have dozens of clients, but these were the only two affected. I reset the nameserver records for both and changed all their passwords, but the nameserver records mysteriously changed again a few hours later. At this point my Verio account manager told me flat out that the problem was with Melbourne IT, but he didn't know any more than that. I spent the rest of the day manually clicking the Update button on the nameserver record page for these clients every 20 minutes or so, to make sure no one could overwrite their access again.
I got an email from Verio this morning that simply said the problem was on the registrar's end, and it thanked me for my help in tracking down the problem. Excuse me? My clients had their domain records re-routed and they're thanking me? I need a lot more explanation than this -- does anyone know what went wrong???
Friday, February 18, 2011
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