One.com - Super terrific experiments to manage the domains

[PhongSGC]

Since 2020, I always used TLDes.com to pick up the cheapest-transfer registrar move my domains. And since early 2022, I found www.one.com, so I started using it for my domain transfers. Then till now, all issues from it made me disappointed & mad. I only used domain solutions, so the below review is for domain only. Short summary:

Run away immediately if you would like to choose www.one.com for managing your domains.

It's still the days with super terrific experiments to manage the domains, my problem is still not solved till the time of this post written after I contacted their support for 7 days, to change DNS only.

Spoiler: one.com should be rebranded to one-domain-with-multiple-forms.com

This platform works with 1 domain per order, if you would like to do with multiple domains, you must do every domain separately, and all problems come with this style.

Before transfer

You must confirm each order by a code sent to SMS; but all you could not receive SMS, I resent many times with 2 other phone numbers. Then they have a system of forms, you must sign 1 domain per form then send to them, they would check and approve the forms manually within 24-48 hrs.

After transferred

All domains changed to their default DNS but all other DNS records still be kept, so a big problem comes: when you need to change DNS, an approving email would be sent to the previous registrar's privacy email that you could not access, and the previous registrar also did not send to you.

So you must contact support to sign many other forms, now you must attach your passport/driver license, ... to verify.

Here's my problem:

I used 1 SSL certificate for all domains on my server; before SSL would expire 2 days, I had renewed but I found that 1 domain failed. I checked and found that this failed domain is using their default DNS.

After could not change by myself, I contacted via chat, the supporter had given me a form to sign, I submitted with National ID card.

After 23 hours, they replied that they needed a passport or driver's license, I sent driver's license.

Then they said my signature does not match on the form while I used this signature for many previous forms and it was okay.

And I have to sign 2 other forms with new signature then resend, and waited for 36 hrs for a reply but they still didn't accept.

After I said: "My ID & driver license don't have any my signature on them? How could they match together?". Then must wait 48 hrs to receive a reply I MUST send a different valid ID.

Till this, I really was too exhausted, I re-sent all IDs I have to any email of them ([email protected], [email protected], [email protected]) but still silent totally.

Till now, this SSL certificate expired but DNS till not changed & still waiting for their reply only. If anyone could help, than you.

 

[Domainists]

I am so sorry to hear of your difficulties. It must be very worrying and frustrating.

I have never used the company, or actually even knew of their existence before you tagged me, so I don't have anything specific to recommend.

I looked to see if the company had a representative here on NamePros, but unless under a different name, could not find one.
https://www.namepros.com/members/?key=representatives

I also went to company page to see if they were on social media in a way to provide an alternative means of contact, but don't see one.

They have been in business for 20 years I see.

I wondered if they were a reseller or an ICANN accredited registrar, since if a reseller you would have options for resolution through the primary registrar. But they are ICANN accredited registrar 1462.
https://www.icann.org/en/accredited-registrars

You have sort of already done this, but I would restate to them what you have that you have provided everything that is available to you, and ask them what alternatives exist. Do you know personally another One customer who might vouch for your identity, for example?

I take it this has nothing specific to do with the security certificate, but rather they won't let you do anything with the domain because they have, for whatever reason, become suspicious if you are the true owner?

I would ask to have your situation escalated to a manager.

If after trying again for resolution at One, you do have the option of submitted a general registrar complaint through ICANN, but that would probably be a very slow process.
https://icannportal.force.com/compliance/s/generic-registrar

I hope you get resolution without much more hassle.

Sincerely,

Bob

I love it: Every time I see the name Bob Hawkes here or at Twitter, your reply is characteristically empathetic AND tends to offer pragmatic solution(s). Where I come from, they call people like you "Mentsch." Thanks for any number of great tweets and responses.