Plusnet DNS Issues
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- Re: Plusnet DNS Issues
Plusnet DNS Issues
2 weeks ago
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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
2 weeks ago
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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.
I fear this problem may get overlooked by support on here, is there anyway you can escalate this issue?
Re: Plusnet DNS Issues
2 weeks ago
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@Dan_the_Van yes, I was just about to check the DNS lookup myself and escalate
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Plusnet DNS Issues
2 weeks ago
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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
2 weeks ago
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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
2 weeks ago - last edited 2 weeks ago
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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
2 weeks ago
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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
2 weeks ago
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The escalation is being investigated. The DNS lookup doesnt seem to affect all users.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Plusnet DNS Issues
2 weeks ago
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Thank you very much. I'm just glad to know that someone is looking into it still.
Re: Plusnet DNS Issues
2 weeks ago
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@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.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Plusnet DNS Issues
2 weeks ago
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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
2 weeks ago
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Also the TTL should be 3600 (one hour). I just checked and this is what it's set to.
Re: Plusnet DNS Issues
2 weeks ago
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Thanks, I'll feed that back.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Plusnet DNS Issues
a week ago
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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
a week ago - last edited a week ago
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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.
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