6 ms·

The dark patterns of Network Solutions

115 points by zxlk21e 5y ago

thanatos519 5y ago
As someone whose first Real Job was sanity checking and transcribing registration requests received by fax, setting up nameservice and then sending a properly-formatted email to have it installed in the root servers ... Network Solutions' behaviour makes my skin crawl. It didn't have to be this way.
classichasclass 5y ago
It took a whole mess of domains getting stolen for them to add even some token level of 2FA, too (mine was one of them and it took nearly a day to get it back; others like Perl.com weren't so lucky). I have only one domain left with them and I don't intend to renew.
- bhartzer 5y ago
  I run a domain name recovery service and I can’t begin to tell you how many domains have been stolen from network solutions. We are still finding out about them every day, when the domain owners finally realize they don’t own their domain anymore.
jmuguy 5y ago
They've been like this as long as I can remember. Whenever we onboarded a new customer in IT one of the first things we'd do is transfer their domains off Network Solutions, even Godaddy was never that bad. I would pressure Snapnames to partner with a less trash company.
- jaywalk 5y ago
  > I would pressure Snapnames to partner with a less trash company. SnapNames and Network Solutions are sister companies, owned by web.com
  - jmuguy 5y ago
    Ah, web.com. That explains it.
hyakosm 5y ago
Their admin interface have popup advertising. If you want to edit your DNS records you have to click on « advanced DNS settings » and then you are redirected each times to an intermediate page with a popup to subscribe to some of their antimalware stuff.
- OrvalWintermute 5y ago
  It sounds like some evil MBAs have taken over the company, and decided to monetize each and every customer interaction, including access to your inbox.
  - deleted 5y ago
    [deleted]
  - Macha 5y ago
    If they did, they did so like 15 years ago, Network Solutions have been scummy for a long time.
  - Animats 5y ago
    In 2011, Network Solutions was acquired by Web.com, from Verisign. Things got much worse.
    - ironSkillet 5y ago
      I worked for a company that also got acquired by Web.com. They definitely replaced technical leadership with MBA types.
    - LinuxBender 5y ago
      I agree with this. I had to show their escalation support how to use dig to view public DNS records vs. their own internal DNS. I still have some domains with them, only because all the other registrars seem to be following the same path or have other issues I find even more repulsive. The process to become a registrar is just tedious enough to keep me from doing it.
psyklic 5y ago
I was automatically given a Network Solutions domain after winning a SnapNames auction. As this article correctly states, they require you to call a number to retrieve an auth code faster than the 3-day waiting period. In my case, the domain was within the Auto-Renew Grace Period, so I called the rep to speed it up. First, Network Solutions tried to require me to pay a "domain redemption fee," falsely blaming the fee on ICANN. After I told the rep ICANN charged no such fee, they waived it. Next, the rep refused to give me an auth code unless I signed up for an additional year of service. When I pointed out the exact ICANN regulation forbidding them to require this, the rep still refused to give me the auth code on the spot. (However, ICANN requires them to provide the auth code within a certain number of days, and I eventually received it.) I submitted a complaint to ICANN, but they replied that action would only be taken if Network Solutions flat-out refused to provide an auth code.
h2odragon 5y ago
I registered my first domain back before they charged money for the service. Almost as soon as they were allowed to charge, they began to be an exemplar of "dark patterns", before that was a term. I'm glad to have had nothing to do with them for 12+ years, from this testimony I see they've gotten even skeezier.
cfn 5y ago
I had a domain registered with Network Solutions for over 20 years in part out of inercia and in part because their transfer process is so scary. I actually started the process twice over the last 10 years and they offered me a half price for a year ($15 which is still expensive) so I let it stay put both times. This year I finally decided to move out and it was a full week with the exact issues described in this post and it was a scary week! Network Solutions, never again.
jcrawfordor 5y ago
NetworkSolutions has an interesting history of having been fortunate enough to be issued a monopoly by the US Government in the early days of the internet. This placed them firmly into the defense industrial complex, and for a time they were a subsidiary of major defense contractor SAIC/Leidos. Ultimately, though, NS cranked up rates so high that complaints from industry were a big factor in precipitating the formation of ICANN. NS reacted to the loss of their monopoly by going almost comically far in the direction of the villain, and has spent the better part of 30 years desperately trying to entrap their customers due to their general failure to innovate. Of course that's a very critical take on the company, but I don't think I'm anywhere near alone in finding it frankly astounding that NetworkSolutions still exists as a major concern. The writing was on the wall for NetworkSolutions, as far as technical leadership, by the time they went public. Despite this investors have seen them as a milkable cow and the cash grab continues to the present.
- jart 5y ago
  > NS cranked up rates so high that complaints from industry were a big factor Maybe complaints from domain squatters. I wish domains still cost $100/year. Before that, you had to know Jon Postel to get one. If everyone can buy something for 50 cents then it doesn't have a whole lot of prestige anymore. If a domain costs 50 cents then all you're doing is attracting the sorts of people who only want to contribute 50 cents of value. What would have happened if that had been the government's policy during the western homesteading era? Expensive means the people who buy will be likely to use rather than squat. Expensive means you could get a good domain without having to buy from random guy. Expensive means people become more creative with the way they use domains. For example, I thought it was cool the way universities used to buy a single top-level domain, and then delegate sub-domain authority to departments, and they could delegate fourth level labels. That can't happen anymore because browser security policies evolved under the assumption that second level domains are cheap so it's no longer possible to have meaningful boundaries within a domain. So because of speculation we have a more fragile internet.
  - joezydeco 5y ago
    I wish domains still cost $100/year. Before that, you had to know Jon Postel to get one I can't be the only one that remembers the (free) email robot that would assign domains in the early 90s. And I don't know Postel.
egberts1 5y ago
I started with Network Solutions some 20 years ago and left about 10 years ago after they failed to informed me that one of my prized five-letter domain name had actually expired then. Yeah, never looked back since then.
t0mas88 5y ago
My first thought was "which PE firm acquired Network Solutions and caused this?" So I looked it up and indeed its parent company is owned by Siris Capital Group which is in their own words: "a private equity firm that invests in mission-critical, mature tech & telecom businesses at strategic crossroads." translation: Buys struggling businesses that have locked in clients to squeeze every last penny of profits out of them.
Bud 5y ago
All of this is really offensive, and doesn't match my previous impression of Network Solutions as a business. They have lost a lot of respect from me, based on this article. I won't be doing business with them ever again.
beervirus 5y ago
NS used to be one of the better, more reputable places to register a domain. Sad to see how far they’ve fallen.
sam0x17 5y ago
Not sure if this is still true but in the early 2010s I documented several scenarios where searching for a domain on network solutions (but not purchasing) resulted in it getting automatically purchased and parked with network solutions, with a list price of $500.
- Mattasher 5y ago
  Front-running domains was a huge issue with registrars. Not sure sure if it still is. Registries were allowed a grace period to hold names without paying the ICANN fee, if they later released them, the idea being they might have been bought with a bad credit card etc so the registry would just let them go. No harm no foul, right?
PEJOE 5y ago
The article actually misses a Network Solutions dark pattern that really struck me: all monthly rates are actually 4 week rates, meaning you are billed 13 times a year.

115 points by zxlk21e 5y ago

As someone whose first Real Job was sanity checking and transcribing registration requests received by fax, setting up nameservice and then sending a properly-formatted email to have it installed in the root servers ... Network Solutions' behaviour makes my skin crawl. It didn't have to be this way.

classichasclass 5y ago

It took a whole mess of domains getting stolen for them to add even some token level of 2FA, too (mine was one of them and it took nearly a day to get it back; others like Perl.com weren't so lucky). I have only one domain left with them and I don't intend to renew.

bhartzer 5y ago
I run a domain name recovery service and I can’t begin to tell you how many domains have been stolen from network solutions. We are still finding out about them every day, when the domain owners finally realize they don’t own their domain anymore.

jmuguy 5y ago

They've been like this as long as I can remember. Whenever we onboarded a new customer in IT one of the first things we'd do is transfer their domains off Network Solutions, even Godaddy was never that bad. I would pressure Snapnames to partner with a less trash company.

jaywalk 5y ago
> I would pressure Snapnames to partner with a less trash company. SnapNames and Network Solutions are sister companies, owned by web.com
- jmuguy 5y ago
  Ah, web.com. That explains it.

hyakosm 5y ago

Their admin interface have popup advertising. If you want to edit your DNS records you have to click on « advanced DNS settings » and then you are redirected each times to an intermediate page with a popup to subscribe to some of their antimalware stuff.

OrvalWintermute 5y ago
It sounds like some evil MBAs have taken over the company, and decided to monetize each and every customer interaction, including access to your inbox.
- deleted 5y ago
  [deleted]
- Macha 5y ago
  If they did, they did so like 15 years ago, Network Solutions have been scummy for a long time.
- Animats 5y ago
  In 2011, Network Solutions was acquired by Web.com, from Verisign. Things got much worse.
  - ironSkillet 5y ago
    I worked for a company that also got acquired by Web.com. They definitely replaced technical leadership with MBA types.
  - LinuxBender 5y ago
    I agree with this. I had to show their escalation support how to use dig to view public DNS records vs. their own internal DNS. I still have some domains with them, only because all the other registrars seem to be following the same path or have other issues I find even more repulsive. The process to become a registrar is just tedious enough to keep me from doing it.

psyklic 5y ago

I was automatically given a Network Solutions domain after winning a SnapNames auction. As this article correctly states, they require you to call a number to retrieve an auth code faster than the 3-day waiting period. In my case, the domain was within the Auto-Renew Grace Period, so I called the rep to speed it up. First, Network Solutions tried to require me to pay a "domain redemption fee," falsely blaming the fee on ICANN. After I told the rep ICANN charged no such fee, they waived it. Next, the rep refused to give me an auth code unless I signed up for an additional year of service. When I pointed out the exact ICANN regulation forbidding them to require this, the rep still refused to give me the auth code on the spot. (However, ICANN requires them to provide the auth code within a certain number of days, and I eventually received it.) I submitted a complaint to ICANN, but they replied that action would only be taken if Network Solutions flat-out refused to provide an auth code.

h2odragon 5y ago

I registered my first domain back before they charged money for the service. Almost as soon as they were allowed to charge, they began to be an exemplar of "dark patterns", before that was a term. I'm glad to have had nothing to do with them for 12+ years, from this testimony I see they've gotten even skeezier.

cfn 5y ago

I had a domain registered with Network Solutions for over 20 years in part out of inercia and in part because their transfer process is so scary. I actually started the process twice over the last 10 years and they offered me a half price for a year ($15 which is still expensive) so I let it stay put both times. This year I finally decided to move out and it was a full week with the exact issues described in this post and it was a scary week! Network Solutions, never again.

jcrawfordor 5y ago

NetworkSolutions has an interesting history of having been fortunate enough to be issued a monopoly by the US Government in the early days of the internet. This placed them firmly into the defense industrial complex, and for a time they were a subsidiary of major defense contractor SAIC/Leidos. Ultimately, though, NS cranked up rates so high that complaints from industry were a big factor in precipitating the formation of ICANN. NS reacted to the loss of their monopoly by going almost comically far in the direction of the villain, and has spent the better part of 30 years desperately trying to entrap their customers due to their general failure to innovate. Of course that's a very critical take on the company, but I don't think I'm anywhere near alone in finding it frankly astounding that NetworkSolutions still exists as a major concern. The writing was on the wall for NetworkSolutions, as far as technical leadership, by the time they went public. Despite this investors have seen them as a milkable cow and the cash grab continues to the present.

jart 5y ago
> NS cranked up rates so high that complaints from industry were a big factor Maybe complaints from domain squatters. I wish domains still cost $100/year. Before that, you had to know Jon Postel to get one. If everyone can buy something for 50 cents then it doesn't have a whole lot of prestige anymore. If a domain costs 50 cents then all you're doing is attracting the sorts of people who only want to contribute 50 cents of value. What would have happened if that had been the government's policy during the western homesteading era? Expensive means the people who buy will be likely to use rather than squat. Expensive means you could get a good domain without having to buy from random guy. Expensive means people become more creative with the way they use domains. For example, I thought it was cool the way universities used to buy a single top-level domain, and then delegate sub-domain authority to departments, and they could delegate fourth level labels. That can't happen anymore because browser security policies evolved under the assumption that second level domains are cheap so it's no longer possible to have meaningful boundaries within a domain. So because of speculation we have a more fragile internet.
- joezydeco 5y ago
  I wish domains still cost $100/year. Before that, you had to know Jon Postel to get one I can't be the only one that remembers the (free) email robot that would assign domains in the early 90s. And I don't know Postel.

egberts1 5y ago

I started with Network Solutions some 20 years ago and left about 10 years ago after they failed to informed me that one of my prized five-letter domain name had actually expired then. Yeah, never looked back since then.

t0mas88 5y ago

My first thought was "which PE firm acquired Network Solutions and caused this?" So I looked it up and indeed its parent company is owned by Siris Capital Group which is in their own words: "a private equity firm that invests in mission-critical, mature tech & telecom businesses at strategic crossroads." translation: Buys struggling businesses that have locked in clients to squeeze every last penny of profits out of them.

Bud 5y ago

All of this is really offensive, and doesn't match my previous impression of Network Solutions as a business. They have lost a lot of respect from me, based on this article. I won't be doing business with them ever again.

beervirus 5y ago

NS used to be one of the better, more reputable places to register a domain. Sad to see how far they’ve fallen.

sam0x17 5y ago

Not sure if this is still true but in the early 2010s I documented several scenarios where searching for a domain on network solutions (but not purchasing) resulted in it getting automatically purchased and parked with network solutions, with a list price of $500.

Mattasher 5y ago
Front-running domains was a huge issue with registrars. Not sure sure if it still is. Registries were allowed a grace period to hold names without paying the ICANN fee, if they later released them, the idea being they might have been bought with a bad credit card etc so the registry would just let them go. No harm no foul, right?

PEJOE 5y ago

The article actually misses a Network Solutions dark pattern that really struck me: all monthly rates are actually 4 week rates, meaning you are billed 13 times a year.