CHAT TRANSCRIPT TO RECOVER WEBSITES

Start Time: Oct. 29, 2023, 5:32 p.m.
End Time: None

Oct. 29, 2023, 5:32 p.m. None
Thank you for contacting *HostMonster*. By continuing you agree to our privacy policy https://newfold.com/privacy-center

Oct. 29, 2023, 5:32 p.m. None
What is the product you need help with?

Oct. 29, 2023, 5:32 p.m. customer
brenprice.com cannot be reached

Oct. 29, 2023, 5:32 p.m. None
Sorry. To best assist you, please select one of the available options.

Oct. 29, 2023, 5:32 p.m. customer
Web Hosting

Oct. 29, 2023, 5:32 p.m. None
What service do you need help with?

Oct. 29, 2023, 5:32 p.m. customer
Hosting / Website

Oct. 29, 2023, 5:32 p.m. None
Please select the option below that best describes what you need help with.

Oct. 29, 2023, 5:32 p.m. customer
Website Down

Oct. 29, 2023, 5:32 p.m. None
What is the domain name associated to the account you are contacting us about today? If you do not have a domain name type “pass”.

Oct. 29, 2023, 5:33 p.m. customer
touchstoneinn.com, brenprice.com, touchstonefoundation.org

Oct. 29, 2023, 5:33 p.m. None
Let me get you to someone who can help. Please note, once our agent has completed assisting you, we’d also like to invite you to complete a brief survey on your experience today.

Oct. 29, 2023, 5:33 p.m. None
Your estimated wait time is over 10 minutes

Oct. 29, 2023, 5:33 p.m. customer
ok

Oct. 29, 2023, 5:35 p.m. None
Thank you for patiently waiting. We will connect you to a support agent once someone becomes available.

Oct. 29, 2023, 5:35 p.m. customer
thank you

Oct. 29, 2023, 5:40 p.m. None
Thank you for patiently waiting. We will connect you to a support agent once someone becomes available.

Oct. 29, 2023, 5:40 p.m. customer
ok

Oct. 29, 2023, 5:45 p.m. None
Thank you for patiently waiting. We will connect you to a support agent once someone becomes available.

Oct. 29, 2023, 5:45 p.m. customer
touchstonefoundation.org is now working, but others not

Oct. 29, 2023, 5:48 p.m. None
Thanks for waiting patiently. We are working to connect you to an agent. Do you still need help?

Oct. 29, 2023, 5:48 p.m. customer
Yes

Oct. 29, 2023, 5:49 p.m. Agent
Hi, Bren. I am Nagaraj and I am looking forward to assisting you today.

Oct. 29, 2023, 5:49 p.m. Agent
I understand it is important for your website to be up and running. I will look into this right away.

Oct. 29, 2023, 5:49 p.m. Agent
I’m really sorry to know that you’ve waited for the live chat, as you were in the queue.

Oct. 29, 2023, 5:49 p.m. Agent
Please help me with the token number to pull up the account details. You can get new token logging into this link: https://my.hostmonster.com/hosting/token Please right click on that link by logging in to your account >> open with new tab or open with new window >> copy the 6 digit token and paste it in chat.

Oct. 29, 2023, 5:49 p.m. customer
thank you

Oct. 29, 2023, 5:49 p.m. customer
657979

Oct. 29, 2023, 5:51 p.m. Agent
Thank you for authenticating. Could you please provide me with the URL where you are experiencing the issue?

Oct. 29, 2023, 5:51 p.m. customer
2 websites:  brenprice.com and touchstoneinn.com

Oct. 29, 2023, 5:55 p.m. Agent
Thank you for the domain names. Could you please tell me, when was the last time your website was working?

Oct. 29, 2023, 5:56 p.m. customer
IDK maybe a month ago; I renewed several sites around Oct 7; perhaps there was a billing error that left out something?? mytaosbedandbreakfast and brenpriceart were not renewed but perhaps are crucial???

Oct. 29, 2023, 5:57 p.m. customer
I renewed brenprice.com, touchstoneinn.com, and touchstonefoundation.org, and worldwatchingwoman.org

Oct. 29, 2023, 5:59 p.m. Agent
Thank you for the information. When i access both the website, it showed:
Resolving failed
Error 22
brenprice.com
2023-10-29 17:54:27 UTC

Resolving failed
Error 22
touchstoneinn.com
2023-10-29 17:54:35 UTC

Oct. 29, 2023, 5:59 p.m. Agent
Is that same error on your end?

Oct. 29, 2023, 5:59 p.m. customer
on my end it just says: this site cannot be reached

Oct. 29, 2023, 6 p.m. Agent
Thank you for the information. Have you made any changes to the DNS records recently?

Oct. 29, 2023, 6 p.m. customer
NO

Oct. 29, 2023, 6 p.m. customer
I am almost 80; I know next to nothing about websites, internet, etc

Oct. 29, 2023, 6:01 p.m. Agent
Thanks for letting me know. Let me check it. Please be on hold for 3-4 minutes.

Oct. 29, 2023, 6:01 p.m. customer
ok, thank you

Oct. 29, 2023, 6:15 p.m. Agent
I apologize for the chat delay. The issue was due to sitelock cdn IP. There is no active sitelock cdn present but the IP is pointing to sitelock cdn, that is why it is causing issue. Shall I change the IP back to account IP?

Oct. 29, 2023, 6:16 p.m. customer
If that will work

Oct. 29, 2023, 6:22 p.m. Agent
Thank you for your confirmation. I have updated the IP, it takes time for propagation. Propagation time can vary depending on the geographical location. Normally, the domain DNS takes 0-8 hours and is known to take up to 48 hours maximum to completely propagate.

Oct. 29, 2023, 6:23 p.m. customer
ok, thank you; I will be patient and check back tomorrow.

Oct. 29, 2023, 6:26 p.m. Agent
If you have anymore questions for me, I am here to assist you.

Oct. 29, 2023, 6:27 p.m. customer
No, I just hope this works – is the problem because I did not renew mytaosbedandbreakfast.com and brenpriceart.com?

Oct. 29, 2023, 6:28 p.m. Agent
It isn’t due to renewal.

Oct. 29, 2023, 6:28 p.m. customer
ok, I will check back later to see if they are working

Oct. 29, 2023, 6:29 p.m. Agent
It was due to sitelock cdn. The sitelock cdn basic product doesn’t exists for those domain and dns is pointing to sitelock cdn IP, that is why website isn’t working. It will work after propagation is done.

Oct. 29, 2023, 6:29 p.m. customer
thank you for your help

Oct. 29, 2023, 6:30 p.m. customer
Please send chat to brenpriceart@gmail.com

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