topic Re: Plusnet DNS Issues in Broadband

Plusnet DNS Issues

Starlink666 — Tue, 01 Oct 2024 07:22:42 GMT

Yesterday when I tried to access our business website https://perrydogfield.com/ the site failed to resolve with the error: "DNS_PROBE_FINISHED_NXDOMAIN"

We also received messages from people trying to use our website to book, saying that they can't access it.

However, when using my Starlink broadband connection there are no issues and the website loads fine.

So I tried changing our default primary DNS from 212.159.13.49 to 1.1.1.1 and it resolved correctly.

I had hoped that it would fix itself overnight but when changing back to 212.159.13.49 it is still not resolving our website correctly.

Since I can't exactly ask everyone connecting to our website to change their DNS settings, I'd like to know why this is happening and how to go about getting it fixed?

It's clearly an address lookup issue with the Plusnet DNS server since other DNS servers are resolving it correctly.

This only started happening yesterday Sep 30th, we've had no issues before.

Thanks!

Re: Plusnet DNS Issues

Dan_the_Van — Tue, 01 Oct 2024 08:53:52 GMT

@Starlink666

Although I can not assist resolving your issue I would suggest you advise those having issues with your site where possible to use mobile data on their smart phone as this would require no changes.

@MisterW

I fear this problem may get overlooked by support on here, is there anyway you can escalate this issue?

Re: Plusnet DNS Issues

MisterW — Tue, 01 Oct 2024 08:56:32 GMT

@Dan_the_Van yes, I was just about to check the DNS lookup myself and escalate

Re: Plusnet DNS Issues

Starlink666 — Tue, 01 Oct 2024 08:56:40 GMT

Thanks Dan. Thankfully we have another booking link that we can send to customers as a work around for now. I have also tried my mobile connection EE and that also did not work. Since EE is also owned by BT I'm guessing it's a BT DNS issue.

Re: Plusnet DNS Issues

Starlink666 — Tue, 01 Oct 2024 14:14:11 GMT

Here’s the Trace Route from my servers cPanel that you might find useful. It’s doesn’t make much sense to me but according to my host they say it looks like it’s not making it out of the data center.

perrydogfield.com

traceroute to 51.9.6.230 (51.9.6.230), 30 hops max, 60 byte packets
1 _gateway (77.72.1.1) 0.609 ms 0.692 ms 0.647 ms
2 77.72.0.20 (77.72.0.20) 11.356 ms * 11.269 ms
3 77.72.0.250 (77.72.0.250) 0.807 ms 1.176 ms 77.72.0.248 (77.72.0.248) 1.417 ms
4 77.72.0.247 (77.72.0.247) 1.003 ms 0.938 ms *
5 lon-tel-01gw.voxility.net (5.254.78.149) 1.414 ms * *
6 lon-tel-01gw.voxility.net (5.254.107.86) 1.277 ms linx1.ukcore.bt.net (195.66.224.69) 1.031 ms 1.048 ms
7 linx1.ukcore.bt.net (195.66.224.69) 1.014 ms linx1.ukcore.bt.net (195.66.224.10) 0.629 ms core2-hu0-6-0-0.southbank.ukcore.bt.net (109.159.252.189) 1.311 ms
8 core2-hu0-6-0-0.southbank.ukcore.bt.net (109.159.252.189) 1.429 ms 1.378 ms *
9 * * *
10 * * *

Re: Plusnet DNS Issues

Dan_the_Van — Tue, 01 Oct 2024 14:31:33 GMT

@Starlink666

That IP Address 51.9.6.230 (230.6.9.51.dyn.plus.net) does not respond to a ping, so traceroute is not really telling you anything helpful.

However perrydogfield.com nslookup using google DNS (8.8.8.8) resolves to 77.72.1.41

tracert 77.72.1.41 Tracing route to jedha-lon1.krystal.uk [77.72.1.41] over a maximum of 30 hops: 1 1 ms 3 ms 1 ms 192.168.10.1 2 10 ms 10 ms 11 ms 250.core.plus.net [195.166.130.250] 3 12 ms 9 ms 9 ms 84.93.253.83 4 11 ms 9 ms 9 ms core1-BE1.colindale.ukcore.bt.net [195.99.125.132] 5 11 ms 10 ms 9 ms peer3-et3-0-1.redbus.ukcore.bt.net [194.72.16.184] 6 * * * Request timed out. 7 11 ms 8 ms 8 ms lon-tel-02c.voxility.com [185.242.206.2] 8 11 ms 11 ms 9 ms 185.242.206.18 9 10 ms 12 ms 12 ms 77.72.0.240 10 26 ms 38 ms 19 ms 77.72.0.249 11 12 ms 14 ms 15 ms 77.72.0.21 12 10 ms 9 ms 9 ms jedha-lon1.krystal.uk [77.72.1.41]

So it's not that

Re: Plusnet DNS Issues

Starlink666 — Tue, 01 Oct 2024 15:40:56 GMT

Thank you. 77.72.1.41 is my server IP. Is there anyone that I can escalate this to?

I do have a call open with Plusnet support but I'm not really getting anywhere. They just told me to reboot the router and they will assign it a new IP. That's not helped, and even if it did it's not going to help anyone else trying to load the site using the same BT/Plusnet DNS which I expect is quite a few people.

I'm tempted to try moving my site to a new server with a different IP, then hope once that's propagated it fixes the issue. But I don't know if it will, and it's a lot of hassle really. But I can't just leave it as we will be losing bookings.

Re: Plusnet DNS Issues

MisterW — Tue, 01 Oct 2024 16:01:51 GMT

The escalation is being investigated. The DNS lookup doesnt seem to affect all users.

Re: Plusnet DNS Issues

Starlink666 — Tue, 01 Oct 2024 16:06:41 GMT

Thank you very much. I'm just glad to know that someone is looking into it still.

Re: Plusnet DNS Issues

MisterW — Wed, 02 Oct 2024 10:43:43 GMT

@Starlink666 has you hosting provider changed nameservers recently ?

I'm told on the escalation that the nameservers for your domain are different to those showing previously and that they have a 48hour TTL. Which may mean that the DNS change hasn't propagated completely yet.

Re: Plusnet DNS Issues

Starlink666 — Wed, 02 Oct 2024 11:01:14 GMT

Not before this issue started. We have just today swapped the nameservers from our hosts cPanel setup to their cloud setup. So now they should be ns1.kloudns.co.uk / ns2.kloudns.co.uk - We thought it was worth a try since it was still not working this morning. Still no joy though, although of course the propagation might take longer.

Re: Plusnet DNS Issues

Starlink666 — Wed, 02 Oct 2024 11:04:02 GMT

Also the TTL should be 3600 (one hour). I just checked and this is what it's set to.

Re: Plusnet DNS Issues

MisterW — Wed, 02 Oct 2024 11:23:54 GMT

Thanks, I'll feed that back.

Re: Plusnet DNS Issues

Starlink666 — Fri, 04 Oct 2024 08:45:35 GMT

Any update on this guys? Has an issue actually been identified yet? It's still not working.

I've been going through a few DNS servers to see which ones work and which ones don't.

These Plusnet DNS servers don't work:

212.159.6.9
212.159.6.10
212.159.13.49
212.159.13.50

These BT DNS servers don't work:

62.6.40.178
194.74.65.68
194.74.65.69
194.72.9.38

These Sky DNS servers don't work:

90.207.238.97
90.207.238.99

Yet the following DNS servers all work perfectly:

1.1.1.1 (Cloudflare)
1.1.1.2 (Cloudflare)
1.1.1.3 (Cloudflare)
8.8.8.8 (Google)
8.8.4.4 (Google)
208.67.222.222 (OpenDNS)
208.67.220.220 (OpenDNS)
9.9.9.9 (Quad9)
149.112.112.112 (Quad9)
8.26.56.26 (Comodo)
8.20.247.20 (Comodo)

So clearly a BT / Plusnet DNS issue. Not sure about Sky, are they using BT's DNS infrastructure?

All of my A records have a TTL of 3600, but it does look like the parent nameservers have a TTL of 172800.

I'm going to wait until Tuesday next week, if it's still not working by then I'll try moving everything over to Cloudflare to see if that makes any difference.

Unless anyone has a better idea?

Many thanks!

Re: Plusnet DNS Issues

Dan_the_Van — Fri, 04 Oct 2024 12:15:00 GMT

@Starlink666

I get your frustration, support for DNS issues has been a bit tardy for a while

Regarding

These Sky DNS servers don't work:

90.207.238.97
90.207.238.99

Looking at the Sky DNS I see message

nslookup perrydogfield.com 90.207.238.97 DNS request timed out. timeout was 2 seconds. Server: UnKnown Address: 90.207.238.97

"Server UnKnow" suggests an invalid DNS host address or maybe Sky DNS is only reachable within the Sky network.

There is currently another thread with an apparent DNS issue https://community.plus.net/t5/Everything-else/Unable-to-access-one-website/td-p/1986804

There has been several other over the previous months.

Re: Plusnet DNS Issues

MisterW — Fri, 04 Oct 2024 15:04:20 GMT

or maybe Sky DNS is only reachable within the Sky network

That's likely. Certainly PNs DNS are only accessible from a PN connection.

Re: Plusnet DNS Issues

Starlink666 — Mon, 07 Oct 2024 13:31:38 GMT

Well the BT / Plusnet DNS Servers are still not resolving my domain unfortunately. This morning I switched the nameservers over to Cloudflare but so far this has not helped. I'll give it a couple more days before deciding on the next steps. Is there anyone else that I can escalate this to? I'm not really getting anywhere with Plusnet support and BT don't want to know since I'm not a customer with them.

Re: Plusnet DNS Issues

MisterW — Mon, 07 Oct 2024 13:43:12 GMT

@Starlink666 I'll have another prod on the escalated thread but I'm pretty sure you're right , it's a BT problem.

I'm in a holiday cottage on a BT broadband connection and it doesn't resolve with their default DNS either.

Re: Plusnet DNS Issues

Townman — Mon, 07 Oct 2024 14:55:49 GMT

@Starlink666 wrote:

This morning I switched the nameservers over to Cloudflare but so far this has not helped.

Is there anyone else that I can escalate this to? I'm not really getting anywhere with Plusnet support and BT don't want to know since I'm not a customer with them.

This is well escalated and is being investigated, however "They have changed the nameservers again as well which is hampering investigations.".

The issue appears to be out with Plusnet and has been reported to impact BT Retail and EE users. Leaving the name servers alone to allow full propagation of the the domain name might be more helpful to those investigating the issue. Be assured that whatever the issue is, it is not a simple one.

Re: Plusnet DNS Issues

Starlink666 — Mon, 07 Oct 2024 15:03:35 GMT

Thanks. Enjoy your holiday!