Basic Checking for Customer Complaints (Domain & Hosting)

When a customer complains about an issue with their domain or hosting, you should perform some basic checks before escalating the problem. This helps identify common issues quickly and provide faster solutions.

✅ Step 1: Collect Information from the Customer

  • Customer’s domain name or email address

  • Type of issue (website down, email not working, DNS issue, etc.)

  • Any error message/screenshot

  • Recent changes (DNS updates, hosting migration, renewal, etc.)

  1. Check Domain Expiry

    • Use WHOIS or domain registrar panel.

    • Ensure the domain is active and not expired.

  2. Check Nameservers

    • Verify nameservers are pointing correctly.

  3. Check DNS Propagation

  1. Check Hosting Expiry

    • Verify the hosting account is active in WHMCS.

  2. Check Server Status

    • Ping the server IP.

    • Verify if the server is online.

  3. Check Website Files

    • Log in to cPanel → File Manager.

    • Ensure public_html contains the correct files (no missing/renamed index.php or index.html).

  4. Check File & Folder Permissions ✅

    • Ensure files have permissions 644 and folders 755.

    • Incorrect permissions can cause 500 errors, inaccessible pages, or script failures.

  5. Check Resource Usage

    • In cPanel → Check CPU/Memory/Disk Usage.

    • Make sure the account has not exceeded its limits.

  • Verify MX records are correctly set.

  • Check if the mailbox is full.

  • Test sending/receiving emails from Webmail.

✅ Step 5: Escalation (If Issue Not Found)

If the above checks do not resolve the issue:

  • Collect full details (domain, error logs, screenshots).

  • Escalate to Level 2 / SysAdmin team with your findings.

🔐 Important Notes

  • Always check both domain & hosting status before responding.

  • Many customer issues are due to expired domain/hosting, wrong DNS settings, or incorrect permissions.

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