Our daycare's website and all five email accounts were suspended for almost four days following a domain ownership/contact verification issue, leaving our organisation completely unreachable.
We submitted the required signed documents on Friday evening and were initially told that everything should be back online within minutes or hours. On Saturday, we received confirmation that the documents had been approved by the Hostmaster team, along with the following reassurance:
"The final approval for the new email address is handled by the .AT Registry. This usually takes 24 hours to complete, but it may take up to 48 hours during weekends."
Unfortunately, even after that timeframe had passed, our website and email accounts remained suspended. Repeated attempts to get meaningful updates through regular support were frustrating. Each new chat meant explaining the situation again, and nobody could tell us exactly what was preventing the domain from being reactivated.
I also contacted nic.at, the Austrian domain registry, directly. They confirmed that the suspension had not originated on their side and that such updates should normally be processed automatically.
Things finally changed when I submitted a formal complaint to one.com's Customer Care team.
Emma personally took over our case, investigated what had happened, and kept me updated without me having to constantly chase support. She discovered that the old contact email address apparently remained registered with Ascio Technologies, the registrar one.com uses for our .at domain, despite the updated details having been approved.
She coordinated with the Hostmaster team and on Tuesday morning, our website and all email accounts were finally restored.
Emma also generously offered us a compensation for the disruption, including a refund of our recently paid annual invoice. This was beyond what I expected and was greatly appreciated.
Why 4 stars instead of 5?
While Emma's support was outstanding and we're very grateful to her, the overall experience was very stressful. For an organisation relying on its email accounts to communicate with parents (and to receive bills etc.), almost four days of complete downtime is simply unacceptable.
I strongly encourage one.com to review its domain verification procedures and its integration with Ascio Technologies. Given what happened, I would even suggest considering a different registrar for .at domains, or at the very least ensuring that contact updates and domain reactivations can be handled more quickly in the future.
A huge thank you to Emma from Customer Care. She took responsibility, communicated proactively, and made sure the issue was resolved. Her personal involvement completely changed my impression of one.com's customer service.
I'm changing my original 1-star rating to 4 stars because of how she handled the situation. Thank you so much Emma!
It was a good service and I could solve my problem
I´m always pleased about the helpfullness i'm meet with and support i'm getting, when i need it.
Theodore was very supportive, and good work, thank you.
MARKTWIN! thank you for the support! you solved my problem :)
I got stuck in my DNS configuration very late in the evening, and MARKTWIN was very helpful. He helped me through so the NS records will be updated correctly tomorrow.
Denn is wonderfull customer representative, very nice and helpfull!
The problem with my verification was solved quickly (on Sunday!) and my website and mailadres are now online again!
I had a very positive experience with one.com's customer support.
I contacted their live chat on a Saturday, outside normal business hours, and was pleasantly surprised by how quickly I was connected to an agent.
Both Navea and Marktwin were professional, friendly and very helpful in resolving an issue with access to an important email account.
They guided me through the troubleshooting process step by step, and I was able to regain access to the email account. It's reassuring to know that reliable and knowledgeable support is available even during the weekend.
Excellent customer service. Thank you, Navea and Marktwin!
Just had a great customer support experience with great patience I was helped on 3 different problems on 2 different domains by MARKTWIN (the support persons alias). All my problems were resolved without having to deal with bots and I can go to bed happy now =) Thanks again, Mark!
Our daycare's website and all five email accounts were suspended for almost four days following a domain ownership/contact verification issue, leaving our organisation completely unreachable.
We submitted the required signed documents on Friday evening and were initially told that everything should be back online within minutes or hours. On Saturday, we received confirmation that the documents had been approved by the Hostmaster team, along with the following reassurance:
"The final approval for the new email address is handled by the .AT Registry. This usually takes 24 hours to complete, but it may take up to 48 hours during weekends."
Unfortunately, even after that timeframe had passed, our website and email accounts remained suspended. Repeated attempts to get meaningful updates through regular support were frustrating. Each new chat meant explaining the situation again, and nobody could tell us exactly what was preventing the domain from being reactivated.
I also contacted nic.at, the Austrian domain registry, directly. They confirmed that the suspension had not originated on their side and that such updates should normally be processed automatically.
Things finally changed when I submitted a formal complaint to one.com's Customer Care team.
Emma personally took over our case, investigated what had happened, and kept me updated without me having to constantly chase support. She discovered that the old contact email address apparently remained registered with Ascio Technologies, the registrar one.com uses for our .at domain, despite the updated details having been approved.
She coordinated with the Hostmaster team and on Tuesday morning, our website and all email accounts were finally restored.
Emma also generously offered us a compensation for the disruption, including a refund of our recently paid annual invoice. This was beyond what I expected and was greatly appreciated.
Why 4 stars instead of 5?
While Emma's support was outstanding and we're very grateful to her, the overall experience was very stressful. For an organisation relying on its email accounts to communicate with parents (and to receive bills etc.), almost four days of complete downtime is simply unacceptable.
I strongly encourage one.com to review its domain verification procedures and its integration with Ascio Technologies. Given what happened, I would even suggest considering a different registrar for .at domains, or at the very least ensuring that contact updates and domain reactivations can be handled more quickly in the future.
A huge thank you to Emma from Customer Care. She took responsibility, communicated proactively, and made sure the issue was resolved. Her personal involvement completely changed my impression of one.com's customer service.
I'm changing my original 1-star rating to 4 stars because of how she handled the situation. Thank you so much Emma!
It was a good service and I could solve my problem
I´m always pleased about the helpfullness i'm meet with and support i'm getting, when i need it.
Theodore was very supportive, and good work, thank you.
MARKTWIN! thank you for the support! you solved my problem :)
I got stuck in my DNS configuration very late in the evening, and MARKTWIN was very helpful. He helped me through so the NS records will be updated correctly tomorrow.
Denn is wonderfull customer representative, very nice and helpfull!
The problem with my verification was solved quickly (on Sunday!) and my website and mailadres are now online again!
I had a very positive experience with one.com's customer support.
I contacted their live chat on a Saturday, outside normal business hours, and was pleasantly surprised by how quickly I was connected to an agent.
Both Navea and Marktwin were professional, friendly and very helpful in resolving an issue with access to an important email account.
They guided me through the troubleshooting process step by step, and I was able to regain access to the email account. It's reassuring to know that reliable and knowledgeable support is available even during the weekend.
Excellent customer service. Thank you, Navea and Marktwin!
Just had a great customer support experience with great patience I was helped on 3 different problems on 2 different domains by MARKTWIN (the support persons alias). All my problems were resolved without having to deal with bots and I can go to bed happy now =) Thanks again, Mark!
Our daycare's website and all five email accounts were suspended for almost four days following a domain ownership/contact verification issue, leaving our organisation completely unreachable.
We submitted the required signed documents on Friday evening and were initially told that everything should be back online within minutes or hours. On Saturday, we received confirmation that the documents had been approved by the Hostmaster team, along with the following reassurance:
"The final approval for the new email address is handled by the .AT Registry. This usually takes 24 hours to complete, but it may take up to 48 hours during weekends."
Unfortunately, even after that timeframe had passed, our website and email accounts remained suspended. Repeated attempts to get meaningful updates through regular support were frustrating. Each new chat meant explaining the situation again, and nobody could tell us exactly what was preventing the domain from being reactivated.
I also contacted nic.at, the Austrian domain registry, directly. They confirmed that the suspension had not originated on their side and that such updates should normally be processed automatically.
Things finally changed when I submitted a formal complaint to one.com's Customer Care team.
Emma personally took over our case, investigated what had happened, and kept me updated without me having to constantly chase support. She discovered that the old contact email address apparently remained registered with Ascio Technologies, the registrar one.com uses for our .at domain, despite the updated details having been approved.
She coordinated with the Hostmaster team and on Tuesday morning, our website and all email accounts were finally restored.
Emma also generously offered us a compensation for the disruption, including a refund of our recently paid annual invoice. This was beyond what I expected and was greatly appreciated.
Why 4 stars instead of 5?
While Emma's support was outstanding and we're very grateful to her, the overall experience was very stressful. For an organisation relying on its email accounts to communicate with parents (and to receive bills etc.), almost four days of complete downtime is simply unacceptable.
I strongly encourage one.com to review its domain verification procedures and its integration with Ascio Technologies. Given what happened, I would even suggest considering a different registrar for .at domains, or at the very least ensuring that contact updates and domain reactivations can be handled more quickly in the future.
A huge thank you to Emma from Customer Care. She took responsibility, communicated proactively, and made sure the issue was resolved. Her personal involvement completely changed my impression of one.com's customer service.
I'm changing my original 1-star rating to 4 stars because of how she handled the situation. Thank you so much Emma!
It was a good service and I could solve my problem
I´m always pleased about the helpfullness i'm meet with and support i'm getting, when i need it.
Theodore was very supportive, and good work, thank you.
MARKTWIN! thank you for the support! you solved my problem :)
I got stuck in my DNS configuration very late in the evening, and MARKTWIN was very helpful. He helped me through so the NS records will be updated correctly tomorrow.
Denn is wonderfull customer representative, very nice and helpfull!
The problem with my verification was solved quickly (on Sunday!) and my website and mailadres are now online again!
I had a very positive experience with one.com's customer support.
I contacted their live chat on a Saturday, outside normal business hours, and was pleasantly surprised by how quickly I was connected to an agent.
Both Navea and Marktwin were professional, friendly and very helpful in resolving an issue with access to an important email account.
They guided me through the troubleshooting process step by step, and I was able to regain access to the email account. It's reassuring to know that reliable and knowledgeable support is available even during the weekend.
Excellent customer service. Thank you, Navea and Marktwin!
Just had a great customer support experience with great patience I was helped on 3 different problems on 2 different domains by MARKTWIN (the support persons alias). All my problems were resolved without having to deal with bots and I can go to bed happy now =) Thanks again, Mark!
Easy to work with, and a great staff that will help you 24/7 :)
Great support from MarkTwin
It was really great support by Denn. She really helped me very well and in at once.
I've been working with one.com for a couple of years now and it has been amazing. I need to give 5/5 to Lovely from the support team that has helped me multiple times with excellent service!
It was Saturday and I knew the Swedish support was closed. First I had conversation with a robot and then I was connected to a person somewhere who helped me.
Perfect chat support and help with deleting domains and changing to email solution - on a Saturday efternoon.
Excellent 😊
Marktwin provided great service
After creating my website i had some issues with publishing it. After lots of tries to find a solution i got help from their 24/7h support. The guy i got help from MARKTWIN was excellent and fast responding with genuine intentions of helping me.
MARKTWIN is a really smart guy. He gave me the correct solution, which solved my problem easily. Nice to communicate with him!
Easy to work with, and a great staff that will help you 24/7 :)
Great support from MarkTwin
It was really great support by Denn. She really helped me very well and in at once.
I've been working with one.com for a couple of years now and it has been amazing. I need to give 5/5 to Lovely from the support team that has helped me multiple times with excellent service!
It was Saturday and I knew the Swedish support was closed. First I had conversation with a robot and then I was connected to a person somewhere who helped me.
Perfect chat support and help with deleting domains and changing to email solution - on a Saturday efternoon.
Excellent 😊
Marktwin provided great service
After creating my website i had some issues with publishing it. After lots of tries to find a solution i got help from their 24/7h support. The guy i got help from MARKTWIN was excellent and fast responding with genuine intentions of helping me.
MARKTWIN is a really smart guy. He gave me the correct solution, which solved my problem easily. Nice to communicate with him!
Easy to work with, and a great staff that will help you 24/7 :)
Great support from MarkTwin
It was really great support by Denn. She really helped me very well and in at once.
I've been working with one.com for a couple of years now and it has been amazing. I need to give 5/5 to Lovely from the support team that has helped me multiple times with excellent service!
It was Saturday and I knew the Swedish support was closed. First I had conversation with a robot and then I was connected to a person somewhere who helped me.
Perfect chat support and help with deleting domains and changing to email solution - on a Saturday efternoon.
Excellent 😊
Marktwin provided great service
After creating my website i had some issues with publishing it. After lots of tries to find a solution i got help from their 24/7h support. The guy i got help from MARKTWIN was excellent and fast responding with genuine intentions of helping me.
MARKTWIN is a really smart guy. He gave me the correct solution, which solved my problem easily. Nice to communicate with him!
