Frequently Asked Questions

Below is a list of some of our most frequently asked questions, simply click on the questions to reveal the answer, or select the 'expand all' button from below. If you have a question that is not answered below you can talk to our sales team by clicking the live chat symbol on your left. Alternatively you can contact our sales team via email.

Quick Jump

Hosting Questions

  • Q

    What Are Your Nameservers & ISPTAG?

  • A

    Our nameservers are ns1.pixelinternet.co.uk and ns2.pixelinternet.co.uk and our tag is 'EXTEND'.

  • Q

    How long will it take for my web hosting account to be setup?

  • A

    All web hosting accounts are activated in real time, 24 hours a day, seven days a week. You will receive a welcome email which will include your account login details.

  • Q

    How many domains can I host with a single hosting package?

  • A

    Our hosting plans support one true domain per account, you can however map several domains to one website. I.e. 'mydomain.com' will point to the same website as 'mydomain.co.uk'. This is called Domain Mapping.

  • Q

    Do my domains have to be transferred into Pixel Internet in order to have a hosting account?

  • A

    No, customers do not have to transfer their domains to Pixel Internet in order to use their web hosting space, provided you point to our nameservers.

    You should first contact the company you registered your domain with and request that the domain points to our nameservers. Our nameservers are ns1.pixelinternet.co.uk and ns2.pixelinternet.co.uk.

    You can then place your order via our website, by selecting Place Order and select option 2 'Point existing domain to Pixel Internet '. Enter the domain name that you'll point to our nameservers and continue through checkout as normal.

    Please note that if domains are not transferred over to us, you'll need to arrange for the renewal of those domains separately with whomever they reside with, and those domains will not enjoy the full range of free services that our domain registration customers obtain by default.

  • Q

    I've changed my mind, can I cancel my hosting?

  • A

    Yes you can cancel your hosting at anytime. We offer a 30day (up to 30days from date of purchase), no fuss money back guarantee. If you wish to cancel an existing hosting plan please raise a support ticket via your control panel. Please note we do not offer pro-rata refunds.

  • Q

    How do I renew my hosting with Pixel Internet?

  • A

    Please refer to our 'Renewals & Cancellations' section below.

VPS & Dedicated Server Questions

  • Q

    How long will it take for my server to be setup?

  • A

    Server set up can take 1-2 hours to process. New server orders are processed between Monday - Sunday 8am-11pm. All VPS and dedicated server orders are subject to a fraud check which can delay the order process.

  • Q

    I've changed my mind, can I cancel my server?

  • A

    You can cancel your server at anytime, however please note once the order has been placed we are unable to offer a refund (full or part) on VPS or dedicated servers. If you wish to cancel an existing server we require a minimum of 72 hours notice. Please follow the cancellation instructions as per our T&C's section 20.3.1

  • Q

    How do I renew my VPS or dedicated server with Pixel Internet?

  • A

    Please refer to our 'Renewals & Cancellations' section below.

Domain Name Questions

  • Q

    How do I transfer a UK domain (.co.uk etc.) name to Pixel Internet?

  • A

    Transferring your UK domains to Pixel Internet is simple if you follow the guidelines below.

    1. Contact the company who you registered the domain with and request that they change the ISPtag of the domain to EXTEND
    2. Once complete, go to our Place Order page and in option 1, enter the domain you wish to transfer.
    3. Our system will recognise it is already registered and will highlight it to be transferred, you can now checkout as normal.

  • Q

    Moving UK domains from 123-reg to Pixel Internet:

  • A

    1. Log into your 123-reg members area
    2. Select to Modify the domain you want to move
    3. In the Domain Control Panel select ‘Change IPS Tag’
    4. Enter EXTEND as the new IPS Tag
    5. Go to our Place Order page and enter the domain you wish to transfer.
    6. Our system will recognise it is already registered and will highlight it to be transferred, now checkout.

  • Q

    Moving UK domains from UKREG to Pixel Internet:

  • A

    1. Select ‘Configure Domains ’ from UKREG
    2. Log into your UKREG account
    3. Select your UK domain that you want to move to Pixel Internet
    4. Select to modify the IPS Tag
    5. Enter EXTEND as the new IPS Tag
    6. Go to our Place Order page and enter the domain you wish to transfer.
    7. Our system will recognise it is already registered and will highlight it to be transferred, now checkout.

  • Q

    Moving UK domains from Easyspace to Pixel Internet:

  • A

    In order to transfer a domain away from Easyspace you need to contact their staff so that they can assist you with the process. Please ensure that you have all the required information to hand.

    They will provide you with a licence key that will enable you to go online and complete the transfer process. Their number is 0870 755 5088. (Lines are open 9am – 5:30pm, Monday – Friday.)

    The Information required for transfer;

    Account Details: Your Easyspace Account number, username and password.
    For .uk domains: The IPS tag the domain is being released to, which is EXTEND
    For TLD's: The registrar the domain is being transferred to, which is Tucows/OpenSRS

    Please note that all domain transfers away from Easyspace currently incur an administration fee of £15 ex. VAT.

  • Q

    How do I transfer a com, net, org, info, biz or name domain to Pixel Internet?

  • A

    Before you start the transfer you must first contact your current registrar and request the authorisation code and ensure that the domain has been 'unlocked for transfer'. The current administration contact email address must be valid and the person receiving that email know to approve the transfer request.

    1. Go to our Place Order page, enter your registered domain, the system will recognise if the domain is already registered and will give you the choice to transfer it, now checkout.

    2. Once ordered the administration contact for that domain will receive an email from OpenSRS with instructions on how to confirm the transfer.

    3. Once confirmed it will take only 24 HOURS to become active if you are transferring from 123-reg or UKREG. With other providers it may take up to seven days.

    You may also receive another email from the current registrar, if you do you should read this very carefully as it may contain instructions for you to authorise the transfer away from them.

  • Q

    Do my domains have to be transferred into Pixel Internet in order to have a hosting account?

  • A

    Customers do not have to transfer their domains to Pixel Internet in order to use their hosting space, provided you point to our nameservers.

    To do this, first place your order via our Place Order page and select option 2 'Use an existing domain name?' then select the hosting package you require along with any extras you may want, when you fill in your personal details be sure to fill in the 'Domain Reference' field with the your registered domain.

    You can then contact the company you registered your domain with and request that the domain points to our nameservers. Our nameservers are ns1.pixelinternet.co.uk and ns2.pixelinternet.co.uk.

    Please note that if domains are not transferred over to us, you'll need to arrange for the renewal of those domains separately with whomever they reside with, and those domains will not enjoy the full range of free services that our domain registration customers obtain by default.

  • Q

    How long will it take for my new domain name to become active?

  • A

    Domains are registered as soon as you order them, however it can take between 24 and 72 hours for them to become visible on the Internet.

  • Q

    Can I buy a domain name, but not buy web hosting?

  • A

    Yes, you do not have to buy the web hosting when you buy a domain name.

  • Q

    Do I own the domain name?

  • A

    Yes - unlike some companies we always register the domain in your name or in your customer's name if you are working on someone's behalf.

  • Q

    Can I transfer the domain at any time?

  • A

    Yes, you can, and we provide a control panel so that you can make these changes yourself at any time and that's all included in the price.

  • Q

    Do I get a certificate of ownership for the domain I purchase?

  • A

    Nominet issued certificates as confirmation of the contract that exists between Nominet and the registrant until August 2003. If you have a paper certificate, this remains valid until the expiry date shown on the certificate. Paper certificates and Reply Forms have been replaced by an online system called Registrants Online. Domain names are being transferred to the online system when they are next renewed.

  • Q

    Can I sell the domain to somebody else?

  • A

    Yes you can. It's yours to do with as you please. For all non .uk domains, we provide the facility in the Domain Control Panel to change the owner details for a domain at any time. For .co.uk, .org.uk and .me.uk domains, such changes have to be made through the naming authority Nominet who can advise you on the procedure.

  • Q

    I've changed my mind, can I cancel my domain?

  • A

    Due to the nature of domain names and how they are registered it is not possible to cancel a domain once the order has been placed. Please note we are unable to offer refunds (full or part) on domain name registration once the order has been placed (please refer to our 'Renewals & Cancellations' section below for more information).

  • Q

    How do I renew a domain with Pixel Internet?

  • A

    Please refer to our 'Renewals & Cancellations' section below.

Renewals & Cancellations

  • Q

    How do I renew my services with Pixel Internet?

  • A

    You can renew your services via your control panel by selecting 'Renew Services', any items due for renewal will be listed there.

    We will contact customers via email 30, 14, 7 and 1 day prior to the renewal date. For this reason, we ask customers to ensure that their registered email address is valid, working and up-to-date to ensure the renewal reminders are received. Whilst we endeavour to remind customers of their pending renewals, it is the customers responsibility to ensure services are renewed on-time.

    Hosting accounts: hosting accounts allowed to expire will be automatically disabled. A 'hosting deactivated' page will replace your website until the account is renewed. Once renewed you must contact our support team via your control panel in order to re-activate your account.

    Monthly paid services: If you are paying for your services on a monthly bases, we will automatically process your payment each month via your specified payment method. Should there be a issues with taking payment (credit card expired for example) we will contact you via email to notify you of the issue (please note that during this time your services may be temporarily disabled). It is the customers responsibility to ensure the payment details provided are up-to-date and that there is sufficient funds available in order for the payment to be processed. Should you wish to change your payment details you can do so at anytime by manually renewing your services via the 'Renew Services' section from within your control panel.

  • Q

    How do I cancel my services with Pixel Internet?

  • A

    In order to cancel a service with Pixel Internet please raise a support ticket via your control panel requesting the cancellation to be processed.

    Hosting service cancellation: In order to cancel a hosting plan, simply select 'cancel' next to the relevant service in your 'Renew Services' section of your control panel. you will be prompted to confirm all data has been backed up prior to proceeding. Please note, once the cancellation request has been sent, all related data (site files, emails, databases etc.) will be permanently removed from our servers.

    Domain cancellation: In order to cancel a domain, simply select 'cancel' next to the relevant domain in your 'Renew Services' section of your control panel. Once the cancellation request has been sent, our system will be updated and the domain will be allowed to expire.

    VPS & dedicated server cancellation: In order to cancel a VPS or dedicated server, simply select 'cancel' next to the relevant services in your 'Renew Services' section of your control panel. Please note, we require a minimum of 72 hours notice in order to cancel VPS or dedicated servers. Please follow the cancellation instructions as per our T&C's section 20.3.1. Important:Please note that cancellation requests received within 72 hours of the renewal date will not be processed and payment for those services will be required.

Billing Questions

  • Q

    How can I pay for my services?

  • A

    We accept all major Credit and Debit cards and process payments securely via Sagepay. We also accept payments via Paypal.

    We regret that we do not accept cheques, standing orders or cash payments.

  • Q

    Can I pay over the phone?

  • A

    We can (by request only) accept payments taken via telephone. If you would like to place your order via telephone please contact us to arrange for a sales advisor to call you back.

  • Q

    Can I have a free trial of a web hosting account?

  • A

    We don't offer free trials as such, however, all of our shared web hosting accounts offer a no fuss 30-day money-back guarantee. Please note that this limited guarantee excludes all other services.

  • Q

    Do I get an invoice?

  • A

    Yes, every time you make a purchase with Pixel Internet a invoice will be generated. Invoices are available to view, download or print at any time in your Control Panel.

  • Q

    Is there VAT to add to your prices?

  • A

    Yes, all prices displayed on our website are subject to VAT (unless otherwise stated).

Pixel Internet specialise in web hosting for the following Open Source software packages, many of which include 'one-click-installation' via your control panel!

Click on a link below for more information regarding these packages and what we can offer.

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