I’ll let the transcript speak for itself – just look at the timescale, and note the part in bold, from someone apparently in the UK…
Me (14:58): Hi there, Why are several domains suddenly missing from my domain registration control panel?
Me (14:59): username is xxx
Me (15:02): All the domains that are missing are the ones I renewed per invoice 123-xxx
Them (15:02): Hello. Please give me some moments to check this for you.
Them (15:06): I can confirm you that all these domains have been properly renewed into our system.
Me (15:07): Why are all the domains suddenly missing from my domain registration control panel?
Them (15:07): We’re sorry for any inconvenience created, but at this time we experience some upgrades on systems, there is why this delay interfere.
Them (15:08): This will be solved shortly. Unfortunately, I don’t have a time frame for this.
Me (15:08): Run that by me again? Can you point me to the announcement page for this system upgrade? Why was it planned for middle of day, and not weekend or night?
Them (15:11): In this moment I can’t give you any page where this to be displayed. We’re sorry for any inconvenience created.
Me (15:12): When was this “system upgrade” planned and announced?
Them (15:13): Is there anything else I can help you with?
Me (15:13): Yes – When was this “system upgrade” planned and announced?
Me (15:13): You are calling it a “system upgrade”. Can you tell me whether this is a system upgrade, in which case was it planned.
Me (15:13): Or is it a server failure?
Me (15:13): Also which country are you in?
Them (15:14): I can confirm you that is not a server failure.
Me (15:14): When was this “system upgrade” planned and announced? Why does this “system upgrade” mean that only the domains I have renewed are missing? How can I make changes to my domains?
Me (15:15): If it’s a planned upgrade, why is there no timescale for being online again?
Me (15:15): How long has this “upgrade” been running?
Them (15:15): Please give me some moments.
Me (15:21): Are you having some problems with your system? The chat is going very very slowly.
Them (15:21): Sir, I’m sorry but I don’t have a time frame for you. Please check your account in 3 hours again.
Me (15:21): OK, finally, which country are you in?
Them (15:22): UK.
Them (15:22): Is there anything else I can help you with?
Me (15:23): Ah, OK. I was just asking because of the long time delay and the language barrier and repeated use of the phrase “at this time” which is often used in overseas help centres. Thank you for confirming in writing that you are in the UK.
Them (15:24): Is there anything else I can help you with?
Me (15:25): No, but please pass on my comments regarding the timing of this “server upgrade”, as I would like to know what the purpose of this “upgrade” was . Thanks.