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!
Reactie van het bedrijf op TrustpilotGood morning Luigi,
Thank you for taking the time to share your experience and for updating your review. We're sorry for the disruption and frustration caused by the delay in restoring your domain and email services. We understand how important these services are for your organisation.
We're pleased that Emma was able to support you throughout the process, keep you informed, and help bring the matter to a resolution. We'll also make sure your feedback is shared internally, as we're always looking for ways to improve our processes and customer experience.
Thank you again for your patience, your detailed feedback, and for giving us the opportunity to make things right.
Please don't hesitate to reach out again if you have any other questions or feedback you want to share.
For now I wish you a pleasant day ahead!
Kind regards,
Meya / one.com