Internet Services
Network SolutionsHeadquarters
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Complaints
Current Alerts For This Business
According to information in BBB files, Network Solutions has a pattern of complaint alleging Webhosting and Refund Issues.
Specifically, consumers state they purchase a webhosting package with Network Solutions but their website does not work as intended. Consumers also state it is difficult to get these matters resolved as they cannot reach a live company representative.
BBB contacted Network Solutions to request their voluntary cooperation in resolving the unanswered complaints as well as their cooperation in eliminating the pattern of complaint; however, Network Solutions failed to respond. This aspect of the Business Profile will be updated if any additional information becomes available.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/08/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 11/26/24 I realized that Network Solutions had deleted my website without my request or authorization. When I contacted them they "investigated" and realized they made a mistake and would not be able to recover my website. All of it was gone with no recovery. They had hosted my website for 18 years and without my request and after full payment accidentally deleted it. They offered no help, said there was nothing they could do. My business has had no website since. I am going to have to get a new one built, rewrite all the content and pay for the new site out of pocket.Initial Complaint
11/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
**** ********Network Solutions currently holds the domain names for our family-run insurance agency located in Worcester, MA. The account is registered under a former employee who has since left the company. Since May, we have made numerous attempts to update the contact person and account owner to myself, **** ********. Despite several calls and reported issues, including direct communication from the former employee, Network Solutions has refused to change the email address to ***************************.In the interim, I have complied with requests to submit personal credentials, including my driver’s license and a utility bill, to verify my identity. However, these efforts have been met with further obstacles, including being directed to a non-functional mailbox for ticket submission. This situation has effectively resulted in Network Solutions holding our domain hostage, thereby preventing us from transferring our domain registration to a competitor and continuing to collect funds from our agency. This constitutes a glaring example of unfair and deceptive business practices.I am urgently requesting that Network Solutions update the email address to *************************** to facilitate the transfer of our domain registration to a legitimate business. After spending over an hour on the phone on November 15, 2024, as a final attempt to resolve this matter, I am now seeking your assistance. As one of the largest domain hosts in the country, the practices exhibited by Network Solutions in this case raise concerns about the potential harm being inflicted on other new businesses.Thank you for your prompt attention to this matter.Initial Complaint
11/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Network Solutions showed a large banner with a concern about the security of my website (hosted by NetworkSolutions). I clicked the banner to "secure" my website. I accidentally clicked this banner several times and it added services with recurring, autorenewing fees - without activating the solution. When I contacted Network Solutions for a refund, they said no. I received no commercial value or benefit from Network Solutions related to these spurious purchases. This appears to be a deceptive trade practice. I am a fairly tech savvy human and I would imagine many other users fell for this urgent/security-related banner scheme.Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
THE ISSUE BEGAN IN APRIL. AFTER 30 YEARS OF REASONABLY GOOD SERVICE NOW THE ***** ACCOUNT PURGES ALL CONTENT RANDOMLY AND FREQUENTLY. MEANING ALL ***** THAT WAS IN THE IN BOX WAS REMOVED. THE ACCOUNT GETS PURGED NOW ALMOST WEEKLY WITH NO RESOLUTION. I SPOKE TO THE SERVICE PROVIDER SEVERAL TIMES AND WAS TOLD THERE IS A MIGRATION UNDERWAY AND THAT WAS THE REASON HOWEVER . THEY HAVE SWITCHED MY DOMAIN SERVER SEVERAL TIMES AND THE SAME PROBLEM PERSISTS. ALL OF MY ***** IS PURGED FREQUENTLY AND RANDOMLY, THIS SHOULD NEVER HAPPEN. THERE IS PLENTY OF MEMORY SPACE ON THE ACCOUNT AND THERE IS NO PATTERN TO THESE PURGES. THERE IS NO ESCILATION AVENUE AND NO ABILITY TO TALK TO ANYONE WHO CAN RESOLVE THE PROBLEM AND APPARENTLY NO REAL UNDERSTANDING OF THE PROBLEM OR INTEREST IN UNDERSTANDING OR RESOLVING IT. ALL THEY DO IS BANDAID IT BY RELOADING THE ACCOUNT AND SAY IT IS RESOLVED. EACH TIME I CALL IT TAKES ABOUT AN HOUR ON THE PHONE TO GET THE ACCOUNT RELOADED AND IT ONLY RELOADS ABOUT TWO WEEKS. ALL OF MY ***** FROM SPRING, INCLUDING RENEWAL OF LICENSES AND JOB OFFERS ARE PERMANENTLY GONE YET THEY COLLECT FEES FOR ADVANCED SUPPORT PLEASE HELP ME GET SOME RESOLUTION. I HAVE ASKED COUNTLESS TIMES FOR A SENIOR PERSON TO CALL ME TO DISCUSS. WITH NO RESPONSE. I only recorded a few ticket numbers because they just get closed with out resolution any way. E-179260,E176203,i16969204,e168772,i16765145,e91091,e85034,e66191Customer response
10/14/2024
on Friday 10/11, I received a call from ******* W and executive response specialist with new fold digital. who claimed she sent me a request to talk. Unfortunately she sent this request to the email that gets purged so I never received it. Further she called mid day and my calander was othewhise full. We spoke a bit and agreed she would call me back on Monday 10/14 at 17:30. unfortunately that call never came.
I did request an email address to communicate with as I was anticipating exactly this (lack of accountability) when I tried to communicate with the given email, the reply is this account is not monitored. so here I am again with no response no accountability and a paid service that deletes my email. Someone needs to be accountable, and provide resolution. Why do I persist??? I have had this service for 30 years and would really just like it to again work the way it has for that period of time.
I am willing to talk to anyone. I believe I entered my phone contact on the original complaint
Initial Complaint
09/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
FatCow was advised last year to cancel all services that were associated to my name. I looked at my bank statement and I was charged again this year for services that they were advised to cancel. When the company was approached to cancel the charges they told me it was too late and that they cant take the charges off. I searched for the website, and it doesnt even come up online stating it is a website. I was told that it was past the 15 day mark even though today is 9/25 and the charges were hit on 9/10.Initial Complaint
09/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been a Network Solutions Customer since 1997. They provide me with my e-mail address and my web site. Recently, I changed my e-mail address and telephone number. Unfortunately, when I try to log in to my account, Network Solutions uses my former e-mail address to send me a verification code to verify that it is me trying to log in to my account. I have contacted Network Solutions Customer Support several time via e-mail and telephone but they refuse to change my verification e-mail address unless I send them (1) a color photo ID and (2) a copy of a monthly utilities bill with my address on the bill. I am 86 years old and live in a senior living community. My water bill and electric bill are part of my monthly rent. In other words, I don't receive a monthly utilities bill. Further more, Network Solutions Customer Support sent me a QR Code to scan in order to submit the required information to them but I don't have a smart phone so I can't scan the QR code. My case Network Solutions case number is: ********* Any help you can provide to resolve this problem would be greatly appreciated. *** ******Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I've been a loyal Network Solutions customer for nearly two decades, since 2006. I've faithfully paid my bills, expecting reliable service. But starting in January, when I opened my first ticket on February 13, 2024, I began experiencing infuriating issues - my emails kept vanishing from my account. I've had to call in almost weekly, sometimes daily, to report this problem. Imagine my frustration when I was recently told to invest in an Outlook or other provider's email account as a backup. As a paying customer, I shouldn't need to seek a backup for a service that's supposed to work. But the problems don't stop at disappearing emails. I'm also having trouble sending and receiving emails from Gmail accounts. Despite my frequent calls, these issues persist. I'm paying for a service I can't reliably use. Here are the case numbers for when I had to escalate the email deletion issue: 2/13/2024: Case Number ********* 07/01/2024: Case Number E-***** 07/05/2024: Case Number ******** 8/26/2024: Case Number ********** (I lost all emails, called at 9:57 am) I should be able to access emails dating back to 2006. It's unacceptable that I've had such ongoing problems with an account I've maintained for as long as Network Solutions has been in business.Customer response
09/03/2024
I received correspondence from Network Solutions via email on 8/29/2024. Although I have responded twice, I have not yet had direct contact with ****** ******.Customer response
09/07/2024
I'm at my wit's end! The support person assigned to me has somehow managed to make my email situation even worse. I'm now missing ALL my emails from 2015 to 2020 – not just the ones from 2021 to 2024 like before. I was never warned I needed to archive anything; I just knew the company was switching to a new platform. After 18 years with this company, I've never had service like this.
The person helping me clearly didn't listen or care about my needs. I got a message saying my issue was resolved, but that's a joke. They have set up folders from 2015 to 2021 that are empty no emails. They set up Archive folders from 2021 to 2024. Where are my 2015-2020 emails. It is a mess, extremely unorganized and extremely unprofessional. Things are worse now than when I started. I desperately need someone competent to fix this! Issue is far from being resolved.Customer response
09/30/2024
Thank you for your resent update.Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased an annual email service and the system is now blocking my incoming emails as well as outgoing emails. I have contacted them each day for 6 days and they claim to have "escalated" this to a higher level, but there is no way to communicate with the people supposedly trying to fix the problem. I think that I am owed an explanation of what is going on, and whether there is any even temporary fix that would allow me to get and send emails. I have paid for a service that I am not receiving.Initial Complaint
08/15/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
For years, I've been charged separately for domain name registration + web hosting. When I asked for these to be combined this year, I was told the $128.97 I paid in April to register my domain would be refunded once I renewed my web-hosting package on 7/18. Ref # I-15852094. I agreed to the charges of $132.52 each for 2 years of web-hosting however my refund was not processed as promised by *****. I called again on 8/12, was promised the refund again Ref # I816304701. 2 days lter I received an email stating the refund would not be processed. I called on 8/15, spoke to ***** who stated the refund was beyond 30 and was then looking into the notes since it was promised on 7/17 .. but disconnected my call and did not call me back to continue our conversaton, even though he verified my phone #. I was also promised that my 2 individual services would be combined into one so when my services are up for renewal, I would only be charged for hosting (to include the domain name registration). That also has not happened.Customer response
08/28/2024
Now, Network Solutions has shut down my site --- that I paid for. First, they double charge me, refuse to refund something that was promised in order to get me to purchase something more ..... then when I dispute it -- they shut down my site. Hard to believe.Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been paying this company for my website domain for many years. They sold my domain to someone else and did not tell me even though I have been paying for it for years. I gave them copies of bills, my license, proof that I am who I say I am even though I have been paying them and they have access to the charges. They will not let me close my account. I had to stop payment through my credit card company. **************** is extremely unhelpful and frustrating. I have spent hours on the phone with them trying to get to the bottom of this issue, but they never are able to help, put me on hold, or tell me to contact someone else. I think that if they can see that I have been billed, that should be verification that the domain is mine.
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Contact Information
Customer Complaints Summary
210 total complaints in the last 3 years.
39 complaints closed in the last 12 months.
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