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Website Hosting Services FAQ's

by Community Manager ‎21-07-2016 12:52 AM - edited ‎13-02-2017 07:54 PM

Q: I’ve received an email telling me to contact my domain name provider and change my Domain Name Server (DNS). Why?

A: The portal upgrade means that the IP address of your website will change. Your domain name has not been provided by Telstra  so we are unable to update it. You will need to update your DNS details with your domain name provider. This will ensure that your domain name points to the correct IP address. Please contact your domain name provider (the provider you registered your domain name with) for assistance.

 

Q: What will happen if I don’t update my DNS details?

A: After the upgrade begins, any changes made to your website will not be reflected until the DNS is updated. If DNS details remain pointing to the old IP address after 30th September 2016, your website will no longer be visible.

 

Q: I’ve made changes to my website in my new administration portal but the updates haven’t saved.

A: Check your Domain Name Server (DNS) details have been updated to point to the new IP address. The new address was advised in an email sent when you were transitioned to the new administration portal. For more details, contact marketplace support on 1800 878 483.

 

Q: I change content on my site daily will this be reflected once the portal is upgraded?

A:You can update your website as usual until the upgrade period. Over the upgrade period, changes you make during this time may be lost.

 

Q: I have an upgrade to my site planned, should I go ahead?

A: It’s best to make any changes to your website outside of our upgrade period. Once you have been informed that your upgrade is complete, you can make changes.

 

Q: What happens if I visit the old portal URL or IP address, after the portal upgrade?

A: Your access to the old portal will be removed after the upgrade. You will only be able to manage your webhosting via the application in TAM.

 

Q: Someone else manages my website; will they still have access to the old webhosting portal?

A: After the upgrade, all access to the webhosting portal is through the Telstra Apps Marketplace. Previous logins and passwords used to access the administration portal are no longer required after the upgrade. Your TAM details and password will remain the same and log you into the portal via MyApps, without the need for extra credentials.

 

Q: How do I provide TAM access to the person that manages my website?

A: You provide access through the following steps

  1. Setting up a user (if not already a TAM user) Instructions found here.
  2. Assign the Webhosting App to the user. Instructions found here

Q: How do I cancel my Webhosting service?

A: Once upgraded, you can cancel your Webhosting service via the Webhosting app in TAM. Instructions can be found here. Prior to the upgrade, you will need to call our Website Hosting Customer Service team on 1800 729 563 8am – 6pm Monday to Friday AEST.

 

Q: I have more than one website - will my sites be upgraded at the same time?

A: Not necessarily. You will receive an email at the time that each of your domain names is to be upgraded.

 

Q: My administration portal login no longer works. Why?

A: We’ve moved you to a new administration portal where you can manage your Website Hosting service. You can access the new portal from your MyApps page when you log in to Telstra Apps Marketplace. Select the Website Hosting icon for direct access.

Access to the old administration portal has been removed. If you have trouble accessing your service please call our Website Hosting Customer Service team on 1800 729 563 8am – 6pm Monday to Friday AEST.

 

Q: How do I access my Website Hosting service?

A: From July 2016 we’re moving to a new administration portal for Website Hosting management. We’ll notify you when your service has been moved. After the move you’ll access the new portal from your MyApps page when you log in to Telstra Apps Marketplace. Select the Website Hosting icon for direct access to the portal.

 

Q: When I access my new administration portal do I need to remember my old login details?

A: No. Once you log in to Telstra Apps Marketplace and select your Website Hosting icon in the MyApps page, you’ll be taken directly to your administration portal to manage your service.

 

Q: I have domains with other providers that point to this website - do I need to do anything?

A: We’re only able to update the primary domain that you have with us for your website hosting. If you have secondary domains registered with another provider that point to your website, you may need to set up a URL Forwarding Service once the upgrade is complete. This would normally only be necessary if the link was based on an IP address, and not the URL.

 

Q: I can see a new tile in MyApps but I can’t access it.

A: This tile appears as we have started to upgrade some customers and your account is being created. Once you have been upgraded you will be able to access the administrator portal via this tile. In the meantime, continue to use your existing portal until you receive notification from us.

FAQ_tile.jpg

 

Q: I can access the new administrator portal via my web hosting tile but the content is blank.

A: We have not yet upgraded your administrator portal. Please continue to use your existing portal until you receive notification from us.

 

Q: I logged into my administrator portal and the access is suspended

A: Your access to the old portal has been removed as we have upgraded your service. You can now manage your webhosting via the application in TAM.

 

Q: What will my new administration portal look like?

A: The new administration portal has a new look and feel. The functionality remains the same but the appearance and labels are slightly different.

FAQ_portal.jpg

Navigation is on the left-hand-side

FAQ_Navigation.jpg

 

Your Home page is now named Dashboard. The Dashboard will provide quick access to the Login, Administration, Settings and Website pages.

 

FAQ_Domainname.jpg

Domain name provides information on your current domain

 

FAQ_Cloudhosting.jpg

Cloud hosting provides your hosting settings and file upload/FTP details. There are a few sub headings under Cloud hosting to manage database, applications, advanced setting and statistics.

 

Database Management was previously located under My Hosting Service.

 

Applications provides a library and install capability for any applications you may need (previously One Click Applications)

 

Advanced provides advanced web server options such as server index pages, server aliases and Server MIME types.

 

Your My Website Reporting now is available under Statistics.

 

Q: How do I upload files using File Manager?

A: Go to the administration portal via the website hosting tile in MyApps. Select ‘Cloud Hosting’ and then select the ‘Manage + upload using File Manager’ button.  When prompted for credentials, enter ftp.partnerconsole.net as the Host. You will find the Username and Password in the section named ‘Current FTP accounts’.

 

Q: I use a third party FTP Manager to upload files. How do I find the correct details now the administration portal has been updated?

A: The FTP details are located in Cloud Hosting tab of the administration portal. Your FTP Manager program may require these details. Use ftp.partnerconsole.net as the Host and you will find the Username and Password in the section named ‘Current FTP accounts’.