Verio

Verio has been in communication with the customer and has explained that the reason why his email was slow is because the main user password was not secure and was compromisedWe suggested changing all passwords to prevent further issues

To Whom it may concern, We respond to this complaint as followsWe have reviewed Mr***'s website and can confirm that his website is currently being hosted with Verio Endurance as the domains DNS records point to our server We have reviewed Mr***'s website and can confirm that the site is functioning without any errorsAt this time we have reached out to Mr [redacted] to confirm that there are no outstanding technical issues on his account and currently waiting to hear back from the customerAs a goodwill gesture we have refunded Mr [redacted] for charges that occurred in the past three months by Verio EnduranceThe refund was issued to Mr***'s credit card charged ending in [redacted] and will appear on Mr***'s account within the next 5-daysWe have also applied an additional three months worth of hosting credit to Mr***'s accountThe credit is available for use now and will apply toward new purchases or existing renewals.Sincerely,Verio Customer Relations

To Whom it May Concern,We respond to this complaint as followsUpon receiving this complaint and reviewing Ms [redacted] 's account we were able to determine that the site was not live because the website's database was missingMs [redacted] 's account was migrated from Verio's old platform on November 15, to the new Verio platformA couple emails were sent to the admin email address on file for Ms [redacted] 's account on November 15, The first email sent was prior to the account being fully migrated advising Ms [redacted] that the old platform was scheduled to be taken offline November 28, and that if her account had not been migrated by then, her website, email and other services will be taken offline along with it, and her data will ultimately be deletedOn this same day another email was sent advising that her account migration was finished and information was provided explaining the new nameservers which her domain would need to be updated to for her new hosting account along with email settingsThis email also provided links to test and review her site to ensure everything had migrated and functioned properly on the new platformOn November 30, an email was sent to Ms [redacted] informing her that her domain was still pointing to the old Verio platform, for both her website and emailThis email advised "Once an account has been successfully migrated to the new platform, it is deleted from the old platform, and we want to be sure that your website and email continue to work when that happens" and again provided the proper nameservers she needed to update for her domain as well as the correct IP address for her A recordAgain on January 12, another email was sent to Ms [redacted] informing her that her domain was still pointing to the old Verio platformThe message also informed her that the old platform was scheduled to be taken offline on January 16, and that if her domain(s) were receiving web traffic, mail, or other services, to please take appropriate action to point them to the new platform ASAPInstructions were given in this message again on how to update her nameservers and to check her DNS zone file to make sure she pointed her A record and MX records to the new platformUnfortunately, these updates to the domains nameservers and DNS were not performed and we were not notified of any issues with Ms [redacted] 's website until January 26, which was days after the old platform servers were shut downDue to the servers being taken down we no longer have the access to their servers to retrieve back ups of any website files or databasesWe have contacted Ms [redacted] informing her of this and advising her to upload a copy of her database from her local desktop as we always strongly suggest that customers always keep and maintain their own copy of all content of their website on their local desktop( and/or on tape, CD, multiple floppy disks, another desktop, or elsewhere) to ensure the availability of the filesAt this time Ms [redacted] has not returned our attempts to get in contact with her but if she has further questions or concerns we would be more than happy to assist herThank you,Verio Customer Relations

Complaint: [redacted] I am rejecting this response because:Contrary to their claims I have switched hosts and Verio is no longer hosting my site They are a terrible company with terrible customer service and I'd be a fool to stay with them Sincerely, [redacted] ***

To Whom it May Concern,We respond to this complaint as followsUpon receiving Ms [redacted] 's rebuttal, we contacted her again by email on February 16, to address her frustrations and try to come to an amicable resolutionWe have requested additional information from her regarding some of the information mentioned in her rebuttal such as the email she sent and the agent she spoke with as we were unable to locate any record of these contacts to investigateIn this email we advised Ms [redacted] again of the numerous emails sent to her with instructions on how to update her nameservers and DNS as well as how to test her site to ensure everything had migrated and was functioning properlyUnfortunately, since we were made aware that there was issues with her website after the servers were shut down, by that time we no longer had access to the old servers to retrieve any contentWe have worked with our Engineering Team who has exhausted all attempts to try and retrieve a copy of her database since being made aware of the issueAs a goodwill gesture for the inconvenience and frustrations Ms [redacted] experienced, we have gone ahead and given her years of hosting($898.20) at no cost to her along with a $account credit which can be used immediately towards any future renewals or purchasesWe have attempted to resolve this matter with Ms [redacted] amicably but have not received a reply from her since our email sent to her on February 16, If Ms [redacted] still does not feel this issue is resolved or has further concerns she can contact us and we would be more than happy to assist her Thank you,Verio Customer Relations

To Whom it may concern, We respond to this complaint as followsMr [redacted] contacted us on January 12,regarding issues he was experiencing with this website " [redacted] " A ticket was escalated to our technical tier team for further trouble shooting and resolutionOur technical tier team was able to replicate the error Mr [redacted] was experiencing and was able to resolve the problem at handThe team provided Mr [redacted] with a test url ( [redacted] ) so that he could test the website to ensure that the site was functioning properly before updating his nameservers to point to the new Verio platformAt this time we can confirm that Mr***s site is up and running as normal In closing, we have applied two months worth of hosting credit to Mr***'s account due to the inconvenienceThe credit is available on the account for use now and will automatically apply toward any existing renewals or new purchasesScenarios like these are never ideal for our customers or us, but they go a very long way in helping us to determine where it is that we can make improvementsWe have took Mr***'s feedback in regards to his customer experience with us and have passed it along to our executive management and engineering teams as we feel we can make improvements when it comes to migrations Sincerely, Verio Customer Relations

Complaint: [redacted] I am rejecting this response because:1) The original documentation was made in when my "agent" arranged & paid for the web name [redacted] until can we all remember exactly what happened years previously, ie the contact "E" mail address was discontinued the company ceased tradingI was using [redacted] as my business contact address, with a back up of [redacted] 2) My address in UK & telephone number were the same, as listed in VERIO documents, & have been for over years3) VERIO profess to being a good business company with high ethics, a) they do not answer "E" mails, b) they do not respond to phone calls made to the number, I was making or calls a day, c) Most of the staff have a don't care attitude, d) the staff do not have access to people higher up the chain, can not speak to them, have to send "E" that then are not answered back to them to help the customer4) it took many days of "E" & phone calls to be "LUCKY" to find a person who did care this time was as they stated 9th to the August5) This is an unprofessional company, there are many complaints published, they should be embarrased [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:As I stated in my last email to you, I am not going to go back and forth with these peopleIt is very obvious to me that they have taken the easy way out by trying to coax me with incentives while I have no website I am not interested in what else they have to say because they have not taken any responsibility for what happenedAgain, I DON'T HAVE A WEBSITE IN TURN, I DON'T HAVE THE BUSINESS I USED TO HAVE BEFOREThis people continue to blame me claiming that millions of emails were sent and it was solely my responsibility to move the website to their platformI am going to say this again as clear as possible I WANT MONETARY COMPENSATION, AND AFTER THAT NOTHING TO DO WITH VERIO EVER AGAIN FYI - I have to pay back the loan to the bank of the websiteI hope you understand what has happened here Sincerely, [redacted]