Domain Name and Registry Transfer

Introduction

What is happening?

• We have made the decision to close our business domain name registration and hosting services. This includes domain name registration, domain name hosting, email hosting and web hosting products.

Domain Registration services

• We will be closing all our business domain registration services on 31 August 2023, (other than in relation to sub-domains under Chariot and its body corporate TPG's domain, which will continue until 31 October 2023).
• We have made arrangements with VentraIP, an Australian digital service provider who can offer you a migration path for your Chariot and its body corporate TPG domain registration and hosting services. However, if you have a sub-domain under Chariot or TPG's domain, you will not be able to transfer this to VentraIP or any other provider and will need to arrange for a new domain name.
• Please note that unless you transfer your domain name to a new domain registrar prior to 31 August 2023, we will automatically transfer your domain name licence to VentraIP on 31 August 2023. Refer to the section below on Domain Registration Service for further information

Hosting services (i.e domain name, web and email hosting)

• We will be closing our hosting services on 31 October 2023. These services will no longer work after this date and any data stored in these hosting services will no longer be accessible.
• You will be able to opt-in to receive a migration of your hosting service, and we have sent you an email outlining the opt-in process and important dates. Refer to the section below on Hosting Services for further information.

What are Hosting Services?

• Hosting services are online services that allow individuals and businesses to make their websites, emails, and domain names accessible on the Internet. Hosting services include hosting of website files (web hosting), managed personalised email accounts (email hosting), and unique website addresses (domain hosting).

What is the difference between Domain Registration and Hosting Services?

• Domain registration is the process of acquiring and owning a licence to a unique domain name, while hosting services (web, email, and domain) provide the infrastructure and storage necessary to make your website and email services accessible on the internet using the registered domain name. Together, these services allow individuals and businesses to establish and maintain an online presence.

Why is Chariot and its body corporate TPG closing Domain Registration and Hosting Services?

• This decision aims to better serve our valued customer base in the future. Our vision at TPG Telecom is to establish ourselves as Australia's leading telecom provider and to do so, we firmly believe that concentrating on our fundamental products and embracing technological progress is crucial. Following a review of our product offerings, a decision was made to exit our domain registration and hosting services.

What should I do now?

• At TPG, we understand the importance of supporting you during this process, and as a valued customer, we are here to provide you with various options. We want you to know that the choice is entirely yours.
• To minimise the impact of these changes on you, we have made arrangements with VentraIP, a reputable Australian digital service provider of domain registration and hosting services, which may assist with the transition of your service and ongoing support. For further instructions, please refer to the details below.

How do I know what services I have?

In the email we recently sent to you, we have laid out the services based on whether you have a Domain Name registered or Hosting Services with Chariot and its body corporate TPG. For some customers, you may have both and/or multiples of each (e.g., if you hold multiple domain names).

I never received an email, what should I do?

Please contact our Support team at dna@tpgtelecom.com.au.

Hosting Services: Opt-In Migration to VentraIP

Opt-in process

What is the Opt-in Migration?

• We recognise it can be a complex process to move your hosting services to another provider, so we have made arrangements with VentraIP which may assist with this transition.
• By opting-in to a migration to VentraIP, you will be redirected to sign-up with VentraIP. Upon signing up with VentraIP, we will transfer your existing Chariot and its body corporate TPG hosting services data to your VentraIP service at a later date that we will arrange in consultation with VentraIP prior to 31 October 2023. As your new provider of hosting services, VentraIP will bill you directly for your new plan.

What happens when I opt in?

• When you opt-in, you are giving consent for us to share your account and service details with VentraIP, along with access to your data for the purpose of migrating your services and if applicable, to assist in the transfer of your domain name licence to VentraIP or its affiliate as your new registrar.

When can I opt-in?

• Anytime up to 5.00 PM 31st August 2023. 

Can I opt-in after this time?

• No. Extensions will not be available.

What are the benefits of opting-in?

• By opting-in VentraIP will assist you with the migration process by transferring your Chariot and its body corporate TPG hosting service data to a VentraIP hosting service. If you do not opt-in, you will need to arrange for your hosting service data to be transferred to another hosting provider of your choice.

I have multiple domain names. What does this mean for me?

• If your account has multiple domain names, you will receive one email for each domain name you hold with us. You’ll have the opportunity to opt-in to receive migration services from VentraIP, but please note that once you click the “opt-in” button for any of your domain names, the opt-in process will apply to all domains on your account, and you will not be required to click the “opt-in” button for each other domain name.

Will my Chariot and its body corporate TPG email/spam protection or Email/SMTP relay services be migrated?

• VentraIP does not currently offer stand-alone email/spam protection or stand-alone mail relay services. If you are currently using Chariot and its body corporate TPG email/spam protection or Email/SMTP relay services, these services will terminate on 31 October 2023.

If you do not opt-in

What if I don’t opt-in?

1. If you do not opt-in, you will need to initiate a migration to any hosting provider of your choice.
2. If you do not migrate your hosting services to a new hosting provider, your hosting services will stop working after 31st October 2023.

How do I migrate to another provider?

• Once you have selected a new hosting service provider and made sure they are suitable for your needs, you will need to sign up for a hosting plan that includes the hosting services you need (such as email, web or domain hosting).
• Once you have activated your new hosting plan, you can download your website data from Chariot and its body corporate TPG servers using tools such as File Transfer Protocol (FTP). You may also wish to transfer your domain name to the new provider so that all your hosting services are in one place. Please speak to your new provider about this option

Email Forwarding Services

• If your current business email address forwards to an existing residential mailbox, the underlying residential email service will also stop working on 31 October 2023.
• As part of moving your service to another provider, you may need to convert your email alias/forwarder service to a full mailbox service. Please speak with your new provider about these options.

I have Email protection services and/or Email/SMTP relay services – what happens to these?

1. You should discuss the email hosting capabilities supported by your alternative hosting providers to confirm whether Email/Spam protection services and Email/SMTP relay services are available prior to choosing a new hosting provider.
2. Chariot and its body corporate TPG's Email/Spam protection services and Email/SMTP relay services will be closed along with all other hosting services on 31 October 2023.

Domain Registration Services: Automatic transfer to VentraIP

What options do I have for Domain Name Registration & Renewal

• We have arranged to transfer all domain names currently registered with us (other than Chariot and its body corporate TPG sub-domain names) to VentraIP or its affiliate on 31 August 2023, unless you opt-out by transferring to another provider of your choice.
• If you take no action, your domain name will be transferred to VentraIP on 31 August 2023. VentraIP or its affiliate will become your new registrar for your domain name licence, and when your domain is due for renewal, you will be able to renew it directly with VentraIP.
• There is no cost to you for the transfer of your domain name to VentraIP, and your domain name expiry date is not affected by this transfer. VentraIP will bill you directly for any fees for the renewal of your domain name on or around the renewal date.

I’m happy for my domain name to be transferred to VentraIP. What should I expect?

• In this case, no action is required from you. You will receive multiple mandatory communications from VentraIP confirming the transfer is taking place leading up to 31 August 2023. On or after the transfer date, you will receive communications from VentraIP asking that you create an account in order to process domain name renewals.

What happens when my domain name expires?

• If your domain name expires after 31 August 2023, and you do not opt-out by transferring to another provider of your choice prior to 31 August 2023, your next domain name renewal will be handled directly by VentraIP. VentraIP will be in touch with reminder emails closer to the renewal date, sent to the registrant contact details for the domain, or if you have opted-in to migrate your hosting service, to your billing contact information for your hosting service.
• At any time, you can transfer your domain name to another provider should you not wish to renew with VentraIP.

I don’t want my domain name transferred to VentraIP, what should I do?

• You can initiate a transfer of your domain name to any other provider of your choice, but this must be done prior to 31 August 2023. Please speak with your preferred domain name provider about the transfer process.

How do I transfer my domain name to another provider?

• You will need to provide your chosen provider with the Domain Name Password, sometimes known as the transfer key or EPP key. If your domain name is an “.au” domain, you can retrieve your domain password from http://pw.auda.org.au
• When you request your Domain Name Password, it will be sent by email to the Registrant Contact details associated with the domain name. The password recovery page above will indicate which email address this is.

What is the email address on my domain name is incorrect?

• If you believe your registrant contact details are incorrect, please contact our support team at dna@tpgtelecom.com.au to update your contact details. Please note: when you initiate contact with our support team, you will need to authenticate yourself as the owner of the domain name, and you may need to provide us with ID documentation to prove ownership.

I registered my domain through another provider but use it with Chariot and its body corporate TPG Hosting services. Am I affected?

• In this case, there is no impact to your domain name that you have registered with another provider – it will not be transferred to VentraIP. However, your hosting services will be affected and require your attention – please refer to the Hosting Services section above.

I have a Chariot and its body corporate TPG sub-domain. What does this mean for me?

• If you are using a Chariot or TPG , (e.g. tpg.yourwebsite.com.au), you will not be able to transfer the sub-domain to VentraIP or any other provider. You must arrange to create a new domain name with a provider of your choice on or prior to 31 October 2023. On 31 October 2023, your Chariot or TPG sub-domain will be cancelled and will cease working.

Billing

Hosting services

Are you still billing me for my hosting services?

• We will cease billing all hosting services from 31 August 2023 and your hosting service will be cancelled on 31 October 2023.
• Services will still remain on your monthly bill; however, they will be charged at $0.00.

What happens if I have pre-paid my hosting services annually in advance?

• Please contact our support team at dna@tpgtelecom.com.au to arrange a pro-rata refund.

Domain registration services

What happens if I have pre-paid for my domain name registration spanning several years?

• Your domain name expiry date is not affected by the closure of our domain registration and hosting services. When you transfer your domain name to another provider (which may include VentraIP), any remaining registration period moves to the new provider along with the domain name.

Cancelling Services

Do I need to cancel my hosting services with Chariot and its body corporate TPG?

• No. We will cease billing all hosting services from 31 August 2023, and all services will be automatically cancelled after 31 October 2023.

What happens if I don’t take any action?

Hosting services

• If you do not opt-in to VentraIP’s migration of your hosting service by 31 August 2023, or move your hosting service to another provider, your hosting services will stop working on 31 October 2023.  From this date, you will be unable to access your hosting service to download your hosting service data. Refer to the Hosting Services section above.

Domain registration services

• If you hold a domain name registration with Chariot and its body corporate TPG, your domain name will be transferred to VentraIP unless you opt-out by moving to another provider of your choice. Refer to the Domain Registration Service section above.