Justin’s Blog

IPower.com - IPOWER Domain Service Review - Not so Good!

So you know, I build websites and along with that service, assist my customers with managing their domain names. I end up dealing with a lot of different registrars and web hosting as well as web developers and I’m here to tell ya, what a mess ICANN has allowed the industry has become.

Before I get into much more, I have currently been on hold and in live chat for over an hour and been oh hold for exactly 58 minutes with iPower.com. I have a client who had originally purchase his domain and hosting at IPOWER.com or iPower web. This is a company that resells domains to it’s customers from Tucows, commonly known as OpenSRS. My client wants the domain name transferred into his DomainPar.com account so we can set up hosting there as well.

Generally, the process should be very simple. Here’s the order in which this would take place in a perfect world:

Typical Domain Transfer Procedure:

1. Login to your current registrar
2. Go into the domain control panel and unlock the domain name
3. Retrieve the EPP Code, also known as the domain transfer authorization Code.
4. Login to your new registrar and request a transfer by entering both the domain name and the Authorization or EPP code and proceed through the process of requesting a transfer.
5. The Administration contact email on the domain name would be contacted by the receiving Registrar usually with a link to approve the requesting transfer.
6. Transfer is approved and unless denied by the losing registrar or locked, the domain name transfers in 5 days and then you are notified of the incoming transfer via email.

Sounds easy enough, right? Well, not at IPOWER Web and many other registrars out there. First, I was able to login to my client’s iPower web account but then couldn’t proceed with step two because their interface or API doesn’t provide a link to unlock your domain name. So I did a search they tell you everything about locking a domain name but nothing on how to unlock your domain name. Their site sends you to all kinds articles with links and information on how to transfer into IPOWER.com but nothing on how to unlock your domain and get the auth code to transfer away. This is not only costly but time consuming.

So, I proceed to contact support. Still logged in so it must go into some sort of support ticket system. I took some time and requested that they unlock the domain name and send the auth code to the administrative contact on the domain name… Pushed Send… the next page says this:

I’m sorry, but there has been a problem submitting your inquiry to IPOWER Support.

Please try submitting your request again. If you continue to have trouble with this form, you can always contact us directly by email, chat with a live agent, or call us at 888-511-4678.

Sorry for the inconvenience!

Note: If you are experiencing service issues, please check the Support Center for Important System notices.

Is the above supposed to be some sort of dry humor? Now, I’ve currently been on hold for exactly 1 hour and 20 minutes listening to “You may find the information that you need by visiting support section of our website.” Of course still in live chat… oops, just missed them. No worries, their phone must work at some point during my blog writing… It took IPOWER almost an hour and 30 minutes to respond via live chat support:

Albert Lewis: Hi XXXX, I apologize for the wait time. My name is Albert, how are you today?

Albert Lewis: Did you receive my last message?

Albert Lewis: I’m sorry, it appears that we may have been disconnected. I am going to close this chat, please feel free to chat with us again.

So, I’ve emailed support and that failed. Tried to get the information myself on behalf of my client, that failed. Have nearly 2 hours tied up in this one simple domain name already and I cannot contact iPower in any way shape or form.. and have now missed Albert in Live Support. So, let’s go to the Support Section.

Here’s what I found in the Support Section ‘Search’ of IPOWER web:

Items found matching keywords ‘unlock’:

A search for “EPP” gave me this: We’re sorry, no items containing this phrase were found.

Items found matching keywords ‘Authorization Code’:

Now, after an hour and a half I finally had a live person on the phone. The operator, to IPOWER’s credit, was a very nice gentleman named Troy. I explained to him exactly what I was trying to do with my client’s domain name and he was very helpful. Almost instantly, Troy told me that what I had to do was:

How to Transfer you Domain Name from IPower

1. Go to manage.opensrs.net and enter your Domain Name, Username and Password to your iPower web account.
2. Go down to Domain Locking and disable locking
3. Then click on Domain Extras and you will be presented with the EPP or authorization code.

That was exactly it too. So I spent over 2 hours trying to find out how to unlock and transfer a domain name out of iPower web while both on hold and in live chat support, when this is something that they could have just put on their website for their customers. I continued to explain to Troy the difficulty in obtaining this information from the iPower.com website and although he was very helpful and understood my complaint, it still took 2 hours to accomplish this. He was extremely polite and professional and should be given a raise but overall, iPower makes it extremely difficult to get the information you need to transfer your domain to another registrar.

IPOWER makes it difficult to transfer

This is not uncommon with Domain Resellers and often time ICANN Accredited Domain Registrars. Although they are supposed to make this information readily available, very few actually do it because the controlling organization doesn’t enforce or cannot enforce the policies that they write. Below it the toothless ICANN written policy:

Registrars may not employ any mechanism for complying with a Registered Name Holder’s request to obtain the applicable “AuthInfo Code” that is more restrictive than the mechanisms used for changing any aspect of the Registered Name Holder’s contact or name server information. - ICANN.org

Now, while the above may be Policy according to ICANN, this policy is broken by most domain registration companies including GoDaddy. Most of them have mechanisms in place that are meant to confuse or detour the domain registrant from transferring their domain to another registrar and this is the case with Ipower.com.

My Recommendation

Do business with companies you trust that will provide you with the information you need to manage your domain name when you need it without all the hassle. One of my favorite registrars, (due to the ease of domain management) is Fabulous.com. For my customers, I’ve developed an all in one solution called DomainPar.com which isn’t as friendly as Fabulous.com however, I personally take care of much of the set-up of their accounts and hosting and provide a more personalized support level.

Lots of Complaints about IPOWER Web

• America Bad Business List - 3 pages of complaints about Ipower Web.
• Avoid IPower at all costs - Cnet Forums say Stay Away!
• Ipower 191 negative reviews 31 positive - Webhosting Unleashed basically says it all.
• Ipower Bad Hosting - The Geeks say: “They used to be rated very highly, but not anymore”
• Ipower is a Disease - Webmasters don’t like IPOWER and say avoid Ipower at all costs.
• Digital Point says Ipower Sucks too - “About 24 hours after I registered the domain I got my login details. When I tried loggin in this didn’t work. The domain name still shows as not registered when I check it using internic. I sent an email to support and am still waiting for a reply after 4 days.”

Look before you leap! Do a search on Google before you do business with any company and then see what others are saying before getting into a trap.

Posted in Domain Resellers, Web Hosting | 12 Comments »