Transfer of Demon Web Hosting, Domain and Email products to intY Limited

Frequently Asked Questions – about the transfer

Who is my new provider?
I have a hostname.demon.co.uk email address and website; will I be able to continue to use this?
Will Namesco be migrating the contents of my website?
Who do I speak to about support?
I have domains hosted elsewhere; can I bring these to Namesco also and get everything under one roof?
What if I don’t take up the Namesco offer for my free services?  What happens?
What is the pricing for the paid for packages (i.e. the intY/Namesco special offer)?
How do I make domain and DNS changes?
Is there a control panel?  If so, what are my login details/how do I obtain my login details?
How can I reset my password if I cannot access my email address?
Do Namesco charge to release a domain to transfer away?
Will it take longer to make changes?
What are the support SLAs for Namesco?
What would you define as a ‘straightforward website’?
What if my site has an e-commerce service and a shop?
Will my DNS automatically move over, keep working, etc.?
What happens with my support for other Vodafone services such as email or broadband?
What will happen with the Demon mail relay backup service with the migration of my domain name to Namesco?

Who is my new provider?

Your services have been transferred to intY Limited in partnership with Namesco (names.co.uk). All future invoices and support services will be provided via Namesco from 1st April 2015.

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I have a hostname.demon.co.uk email address and website; will I be able to continue to use this?

Yes, Namesco will be migrating email addresses and websites that sit under the demon.co.uk domain. You’ll be able to continue to use these for around two more years. Services that were previously provided free will incur a small fee.  Namesco will be writing to customers with a special offer to allow you to continue with the previously free services.

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Will Namesco be migrating the contents of my website?

Yes, they are planning to. Providing you have a straightforward website without e-commerce features, it will be migrated to the Namesco platform.

Paid for packages will be upgraded to an enhanced service and you will have the option of paying a small fee for an upgraded offer on previously free services.

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Who do I speak to about support?

Up to and including 31 March 2015, please contact your usual Demon or Vodafone contact. From 1 April 2015, please contact Namesco on 0345 363 3634.

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I have domains hosted elsewhere; can I bring these to Namesco also and get everything under one roof?

Sure, Namesco have a really simple process to do this.

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What if I don’t take up the Namesco offer for my free services?  What happens?

In the near future, the only way to access previously free domains, email and web hosting services will be to sign up for the upgraded offer as these services will not be accessible indefinitely.

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What is the pricing for the paid for packages (i.e. the intY/Namesco special offer)?

Customers will be offered either the same prices or lower prices than they are currently paying for services.  Most customers will benefit from an upgrade in their Web Hosting product.  All customers can claim £1.99 domain names as a welcome offer.

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How do I make domain and DNS changes?

All DNS administration can be managed online in a secure customer Online Control Panel.  To manage DNS, customers first log in to their Online Control Panel and click on the DNS Administration link from the left menu:

http://www.names.co.uk/support/support_centre/domains/1156-changing_your_domains_dns_settings.html

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Is there a control panel?  If so, what are my login details/how do I obtain my login details?

All of the customers with services to migrate will receive a welcome email from Namesco that explains how to access your new Namesco secure Online Control Panel.  From this area, customers can manage all domain and webs hosting services, manage DNS, and pay for services, review invoices and contact customer support directly.

It’s not a problem if you’ve forgotten your Online Control Panel password; we have set up your new Namesco account with the same email address used for your Demon account.  As long as you have access to the email address used for your Demon account, you can request a password reset email:

http://www.names.co.uk/support/support_centre/general/1176-how_to_reset_your_online_control_panel_password.html

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How can I reset my password if I cannot access my email address?

If you no longer have access to the email address registered to your personal account, Namesco will require you to either fax, or scan and email, two forms of identification for the account holder, one of which must be a photo ID (new style driving license or passport) and a second piece of identification with your name and address displayed (e.g. a recent utility bill). This must be accompanied with a signed letter giving us clear instructions on what needs updating.

If you have a company account with Namesco and you cannot access the email address registered to your account, we require a fax or email, on company letter-head paper, displaying the company’s registration number, and signed by a registered Director or Secretary of the company. Again, with clear instructions on what needs updating.

Please send the fax to 0345 363 3631 or email fax@names.co.uk.

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Do Namesco charge to release a domain to transfer away?

The process to transfer a domain name away from Namesco is dependent on the domain name suffix:

http://www.names.co.uk/support/domains/1153-transferring_a_domain_name_away_from_namesco.html

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Will it take longer to make changes?

Many of the changes you wish to make to your account will be initiated instantly via your Online Control Panel.  Of course, some changes will require DNS propagation and this will take place as usual.

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What are the support SLAs for Namesco?

Namesco are available on the support phone lines, Monday to Friday, 8am – 7pm, and weekends, 10am – 6pm.

You can also create tickets via your new Online Control Panel and Namesco support advisors will be able to assist with your technical and service queries.

Links to further information regarding Service Level Agreements and Service Level Commitments are as follows:

http://www.names.co.uk/info/terms/service-level-agreement

http://www.names.co.uk/info/terms/service-level-commitment

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What would you define as a ‘straightforward website’?

Namesco’s feature-packed web hosting solutions have something for everyone, whether it’s a straightforward website or a complex database driven bespoke solution.  All web hosting plans come with databases for dynamic websites, unlimited bandwidth and free 1-click installs, including easy installations of open source applications like WordPress.

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What if my site has an e-commerce service and a shop?

The Namesco hosting platforms are built with the latest technology and they already have lots of customers that use them to support their online shop. They also have a really easy DIY website builder and advanced eCommerce solution for those customers with complex requirements.  For specific questions relating to your eCommerce software, speak with the Namesco team of technical advisors.

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Will my DNS automatically move over, keep working, etc.?

Yes. If you are moving from Demon to Namesco, your DNS will be migrated. Should you have custom DNS, Namesco will contact you directly to advise of any amendments that are required.

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What happens with my support for other Vodafone services such as email or broadband?

These will continue exactly as they currently do. Please use your current contact numbers for email, broadband and other Vodafone services.

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What will happen with the Demon mail relay backup service with the migration of my domain name to Namesco?

Namesco offer an equivalent fall back mail service and it is their intention to contact customers using the Demon mail relays to discuss options, post-migration of your domain name(s).

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