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If you think customer service is bad for an issue like they had - just wait until you try to transfer a domain away from a shitty registrar. It risks breaking things immediately again. I'm sure they're looking at it but right now they're effectively held hostage.

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Is it really so difficult/risky? If you set all dns records up in advance at the new registrar before transferring and also set the desired nameservers for the domain in advance shouldn’t that work? or am I missing something?

In any case. I was very surprised that they were using such a registrar in the first place..

Yes, it should. But this outage also should not have happened, but it did. Front-line folks tend to be understandably gunshy about making changes to critical infra.

Really, you should not be using your registrar's nameservers, precisely because that only makes switching registrars more complicated. Run your own or use a separate DNS hosting provider.

...and have the nice experience that your registrar removes your DNS records from their nameserver the same second you click "submit" to change them to somewhere else. Been there, done that. (It's the main reason I won't use 1&1 [yes, the German company, NOT the 101 the OP mentioned] anymore)

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