- Newest
- Most votes
- Most comments
Hello,
I fully understand the frustration regarding your Route 53 Domains issue. I've located your case and have shared your concerns internally with our Support team for visibility.
Continue to monitor your case for further updates.
- Doug S.
I understand your frustration with the delayed response on your Route 53 Domains support cases. Here are some steps you can take:
First, continue adding correspondence to your existing case through the AWS Support Center at https://console.aws.amazon.com/support/. Each update you add helps maintain visibility and priority for your case.
Regarding contact methods, the available support channels (Web, Chat, or Phone) depend on your AWS Support plan level. If you need faster response times and access to additional contact methods like phone support, you may want to review your current AWS Support plan and consider upgrading if appropriate. Different support plans offer different response time commitments and communication channels.
For Route 53 Domains specifically, some operations can be time-sensitive, particularly those involving domain registrations, transfers, or DNS changes. If your issue involves a time-critical domain matter, make sure this urgency is clearly communicated in your case correspondence.
While I cannot directly escalate your case or access case details, the AWS Support Center is the appropriate channel for all case-related updates and inquiries. Your support team will work to address your issue based on your support plan's service level agreement.
If you haven't already, ensure your case includes all relevant details about the Route 53 Domains issue you're experiencing, as complete information can help expedite resolution once assigned.
answered a month ago
Thank you. I have already followed these steps.
The Route 53 Domains case has been open for 3 days and remains Unassigned. I have also added correspondence to the case, with no response.
For this Route 53 Domains case, AWS Support only offers Web as the contact method; Chat and Phone are not available.
I am specifically trying to reach an AWS Support employee who can check or internally flag the existing unassigned support case.
Could an AWS Support representative please review this question?
Thank you, but this does not address the problem.
AWS documentation for Route 53 domain-registration issues specifically states that these issues are covered by Basic Support and instructs customers to use:
Account and Billing → Domains → Registration Issue → Contact method: Web
There is no Chat or Phone option for this Route 53 Domains case, so upgrading the support plan does not solve the problem I am reporting.
I have already:
- Opened the Route 53 Domains support case 3 days ago.
- Added additional correspondence more than 24 hours ago.
- Opened another case regarding the issue.
Both cases remain Unassigned.
I am specifically asking whether an AWS re:Post moderator or AWS employee can flag the existing case internally so that it is assigned to the Route 53 Domains support team.
I can provide the case ID privately through an AWS-approved channel.
answered a month ago
Relevant content
- AWS OFFICIALUpdated 3 years ago
- AWS OFFICIALUpdated a year ago
Hi Doug,
Thank you for sharing this internally.
Unfortunately, as of September 14, both Route 53 Domains support cases are still showing Unassigned, and there has been no correspondence from AWS Support.
The older case has now been waiting 4 days. Because Route 53 Domains support only provides the Web contact method, I still have no way to contact the Domains support team directly by chat or phone.
Could you please check whether the internal escalation/visibility request was received, or whether there is any additional escalation available for a Route 53 Domains case that remains unassigned?
Thank you.
Hi Doug,
Important update: I have now confirmed that the problem is not limited to the originally reported domain.
The other FOUR domains that I own in the same AWS account are also affected, so a total of FIVE domains are now impacted.
This appears to be a broader account-level Route 53 Domains / registrar issue rather than an isolated single-domain problem.
All of the Route 53 cases remain Unassigned, and the separate formal complaint case also returned from "Working on it" to "Unassigned" after AWS failed to make the requested phone callback.
Because multiple domains are now affected and production email services are at risk, could you please escalate this new information internally as urgently as possible?
Thank you.