OH, I DIDN'T SEE YOU THERE

Posted in Rants on February 26th, 2015 by Ed

Well hello. I didn't mean to keep you waiting. Welcome back. For those that do not follow Gin and Tacos on the facebox, allow me to explain. No, the outage was not intentional.

The host of this domain name, Network Solutions, started bombarding me (and I presume other customers as well) with spam-like emails at the beginning of the year, making a concerted effort to sell various add-ons, "upgrades," and expensive marketing and promotion gimmicks. As any normal human being would do, I ignored it. Approximately two weeks ago they send an actual email along with the daily burst of spam and I had the random luck to notice and read it before it went to trash. This email stated that some part of WHOIS information was inaccurate (as is the case with approximately 99% of the registered domain names on the internet) and ICANN was going to enforce the shutdown of the domain name if I did not rectify the problem by Thursday, Feb. 19 by calling Web.com (Network Solutions' parent company) salespeople immediately.

I saw this for what it was – an effort to extort customers into calling so that we could have every superfluous marketing scheme and add-on service on Earth pitched to us. And they did this under the guise of the situation being beyond their control. It's not us! It's ICANN! We'd love to keep your site running but in order to make that possible you MUST update your WHOIS by calling Sean in the Web.com Sales Department immediately! Finding this tactic both insulting and silly, I simply went online and updated my WHOIS information. By Feb. 17 it was completely up to date and 100% accurate.

Well, they shut the domain name down on the evening of Feb. 19 anyway. I'm starting to suspect that despite their intense apparent concern, this really wasn't about ICANN or maintaining the integrity of WHOIS at all. It's almost as if they shut it down – and yes, I am completely paid up in advance for domain name registration with this company – because I didn't call to take their pitch about paying them to run sidebar ads on Facebook for me.

I called and navigated the most Byzantine web of automated menus to date before finally reaching a call center and being put on hold. Since this no doubt affected many other customers, I waited on hold for 53 minutes on Friday morning Feb. 20 before I had to give up due to, you know, having to do the job I get paid to do. Trying again on Friday night and wasting another ridiculous amount of my finite existence, I finally got through to a gentleman named Steve who, judging by his heavy to the point of obfuscation Bengali accent, might not really be named Steve.

Bengali Steve promised to "escalate" the problem and reactivate within 24 to 48 hours. When that did not happen, I called again on Sunday evening and went through the Sphinx's riddles again. This gentleman – Dylan or something equally implausible – regretted to inform me that Bengali Steve had meant 24 to 48 business hours. Meaning that this Time of Healing could not begin until Monday morning.

I got very busy as the week kicked into gear and when I checked in on Wednesday afternoon to realize that service had not been restored I did not have time to call immediately. But I did on Wednesday evening, spoke to yet another gentleman of the Subcontinent, and was told – go ahead and guess – 24 to 48 hours.

Beginning Thursday morning, however, I decided to go Full Retard on Network Solutions, emailing every email address I could find, sending Facebook messages to their account, posting repeatedly on their Facebook timeline, and calling as many numbers for Web.com's Atlanta-based office as I could find. I didn't care if I got a secretary, an IT professional, or the goddamn janitor. I spoke to several people, making various promises to wow them by demonstrating what could fit up their anal aperture with the application of sufficient force, and got transferred around like a furious potato. Finally some young man who clearly had to deal with hundreds of other angry customers over the past few days stayed on the phone with me until the problem was resolved. His explanation was that while I thought I had updated my WHOIS information, I had not included a fax number so ICANN forced Network Solutions to shut me down.

He said this in a tone that indicated that he he was under an obligation to pretend that he believed it. He was far too tired and irritated, though, to try to sell the farce. The upshot is that sometime Thursday afternoon, service returned.

I am going to rest and count my blessings tonight. Then tomorrow morning I will transfer my DNS to another company and begin the multi-day process of shitting repeatedly in a brown paper sack that ultimately will be mailed to Network Solutions. So, that is Gin and Tacos' tale of woe. Welcome back. If you use NS, please cancel your services with them immediately; swear at them creatively and profusely for good measure.