Email received from Lorna Hamilton 14 May 2007

Please find attached the fax that I have sent to 123-Reg over 20 times now, along with numerous unanswered phone calls to various numbers advertised on various websites of Pipex and 123-reg and lots of submissions of online technical support forms. Thought you might want to add it to your website. I hope this is of interest to you. More power to your elbow sir.

Lorna Hamilton

THE FAX

FACSIMILE MESSAGE DATE: To Company: www.123-reg.co.uk 14 May 2007

To: TECHNICAL SUPPORT From: Lorna Hamilton Fax: 0141 429 XXXX Fax: 0870 165 XXXX Phone: 0141 420 XXXX

Subject: DOMAIN NAME NOT WORKING Pages: 1 inc. this cover page

URGENT FOR ACTION PLEASE REPLY INFORMATION ONLY URGENT – URGENT – URGENT – URGENT – URGENT - URGENT

Incident: 070510-000516 Question Reference No: 070510-000516 AND Incident: 070510-000293 Question Reference No: 070510-000293

Our domain name (go2workbasescotland.com) was renewed automatically on 7th May 2007 and since then we have had no email or website. If we try to send email it tells us the domain does not exist, if someone sends email to us it bounces back to them saying that the domain does not exist and if we try and access our website it says that the domain does not exist.

We have already lost money because of this and will continue to do so until the issue is solved. Our website has online learning tools that our clients need to use! We are a charity (not-for-profit, limited by guarantee) and this situation has the potential to bankrupt us – seriously!

While desperately trying to resolve this problem I did a Who Is search online and it gave me your company name and a phone number of 0845 130 6965. This phone number is actually for a different company (WebFusion) and they were unable to help me! They gave me a phone number for 123-reg which was 0871 230 9525, but this number costs 10p per minute and currently has a wait time of over 20 minutes.

We are a charity and we are not responsible for this crippling situation so we are not calling some ripoff phoneline just to be on hold forever. I have already wasted an hour this morning being on hold to WebFusion and our IT company had the same situation yesterday. You should also note that both our IT company and I have emailed your support section but, despite the urgency of this situation, we have had no response as yet.

I cannot stress enough how desperate this situation is and how urgently we need it resolved. If I do not hear back from your company by 1pm today I will be searching for a regulatory body to report you to, and I will find one.

Yours faithfully, Lorna Hamilton Workbase Scotland

Creating Smarter People for Successful Business

19 Marine Crescent, Kinning Park, Glasgow G51 1HD t: 0141 420 XXXX f: 0141 429 XXXX e: info@go2workbasescotland.com Workbase Scotland Ltd. Registration No. SC174382 Scottish Charity No. SCO26329 www.go2workbasescotland.com

My Response to Lorna...

On 14 May 2007, at 19:48, Alfred Donovan wrote:

Hello Lorna

I would suggest that you contact Luke Todd, Pipex Customer Support Director. His contact details are supplied below. Feel free to say that you obtained the information from me.

Mobile Contact: 0798 364 XXXX

Office Contact: 01782 XXXXXX

Email Contact: luke.todd@pipex.net

I will be delighted to add your information on the website.

Wishing you every success in resolving your Pipex problems.

Kind regards

Alfred

Reply from Lorna also on 14 May 2007

Goodness Alfred, I didn't expect a reply from you.

Thank you so much , I will try the contact details you have given me and will let you know how I get on.

Thanks again. Lorna

Email received from Lorna on 15 May 2007

Alfred, I wanted to let you know that within 15 minutes of emailing the address you gave me (mobile went to voicemail and office number was not answered) our website and email came back up.

I passed it to our IT supplier as another of their customers was struggling with the same problem and they are fixed now too.

I cannot thank you enough for sending me this information, if you were in Scotland I would give you a big kiss. Unbelievable that I would have to stumble across a complete stranger on the other side of the world to get such a simple issue resolved. I made PIpex well aware that you had given me the info.

Thanks again. Lorna