Recovering a Client’s Lost Domain

The Challenge: A Business in Crisis

When a business loses control of its domain, the consequences can be catastrophic—emails stop working, the website goes offline, and customer trust is at risk. Our client faced this situation when their domain, hosted with 123 Reg, expired.

The main issue related to the 123 Reg account which had been set up without a mobile number (ultimately, they determined they had a landline on file), meaning they couldn’t complete the recovery steps. It was potentially a simple issue to resolve, but 123 reg offered no solution.

Our Solution: A Tactical, Multi-Step Approach

Recognising the urgency of the lost domain, Better-IT immediately implemented a temporary fix to minimise disruption. We swiftly registered a new domain and migrated the client’s website to this alternative address, ensuring online operations could resume while we tackled the core issue.

However, a temporary domain was just a stopgap—the real objective was regaining control of the original domain.

Escalating the Case: Leveraging Industry Authority

As a registered member of Nominet, the official registrar for UK domains, we advised the client on filing a formal Domain Dispute Claim against 123 Reg. By compiling substantial evidence proving rightful ownership, the client successfully demonstrated their claim, allowing them to take back control of their domain.

This process required persistent effort from the client, but with our expert guidance and strategic support, they navigated the claim efficiently.

The Outcome: Full Domain Recovery & Future Protection

After a successful dispute resolution, the domain was securely transferred from 123 Reg into the client’s new Nominet account. From there, we facilitated the migration of the domain under Better IT’s management, ensuring a seamless transition.

With full control restored, we reinstated all DNS records using our client DNS management system, which securely stores backups for situations just like this. This proactive approach not only brought the client’s business fully back online but also provided future-proof security, preventing similar issues from occurring again.

Why This Matters

This case underscores the importance of proactive IT management and having a trusted partner to step in when things go wrong. Better IT goes beyond fixing issues—we provide strategic solutions that protect businesses from future risks.

Lyndsay Poore

Michael was really helpful and explained the options really clearly. He gave me lots of helpful suggestions to move us forward. Recommend

Louise Adams

Dan and the team at Better IT have been great. We recently transitioned across and they have worked hard to ensure all of our devices are secure and work well. Dan has been instrumental in this process and has helped to walk me through a number of "techy" things with patience and support. When answering queries the team are supportive and quick ensuring we can get online with minimal disruption.

Charlie Booth

Better IT have been absolutely fantastic for our business. They’ve helped us future-proof everything – from improving our systems and storage to enhancing our security and completely upgrading our phone setup. It’s made a huge difference and really brought us into the 21st century. The whole team is incredibly helpful, friendly, and always go above and beyond to get things sorted quickly and efficiently. Can’t recommend them enough!

Our company swapped to Better-IT early this year and wow, what a change from our last provider! They are very switched on, responsive, friendly and can never do enough to help. Paul recently went out of his way to help us update some policies. His knowledge and the templates provided were invaluable and saved us so much time. Our employees are now confident once again that when they need IT support, they will be able to speak with a team who have time for them and can quickly resolve any issues.

Stacey Watkinson

Fantastic, quick and friendly IT support! Thank you

UK Mosca

When our onsite IT resource unexpectedly took leave, Better IT quickly agreed to a weekly onsite presence. Alex's visits have helped to ensure our IT operations continue smoothly. Their professionalism, expertise, and commitment to outstanding service are not just better, but the best!

Peter Woodthorpe

We have used Better-IT for many years. Always responsive, knowledgeable and friendly. Highly recommended.

QualityChimp

Better-IT were able to quickly source some WiFi access points and host them. Although they weren't supporting them, Dan took the time to record a video on how to configure them which gave me a better understanding of how they talk to our firewall and get them working. Excellent service.