Need Admin Access to Legacy "FreeNetName" Website Hosting

[#1]

Thanks very much, Dave.

Will someone post here or otherwise contact me when it's completed?  I don't have access to the account directly as mentioned above.

Thanks,

Alexander.

[#2]

Hi Alexander

The task updates will come back to myself, so as soon as I know more, I'll update you here accordingly.

Take care

Dave

[#3]

Whatever someone did approximately three hours ago (at about 15:00 BST London-time) knocked the entire site offline and I'm it's unreachable with the following error:

My understanding was that changing the IPS tag wouldn't nuke the current DNS registry, but perhaps it has?

Could someone please look this up ASAP and fix it?

Also, could you please share some sort of a PlusNet case number here so that when I'm talking with someone from PlusNet customer service on the phone (which I've been trying to do for three hours), they can find some reference to this issue?

[#4]

Snap !
What have the Plusnet tech team done.

This site can’t be reached www.hbs.org.uk’s server IP address could not be found.
Try running Windows Network Diagnostics.
DNS_PROBE_FINISHED_NXDOMAIN

This is a major issue to a Glasgow-based hospital radio charity as the on-line listening option is the key link from the website and right now we've got requests from patients and no easy way for them to listen online.

[#5]

Based on two sites that were hosted by freenetname originally both having been knocked out, i've a strong suspicion that the entire freenetname legacy hosting landscape is affected. 

[#6]

Hi @towertheatre 

Doing a who.is lookup the IPSTAG is still set at Madasafish and the name servers are with Plusnet.

We'll get this investigated further by our NetOps team and update you when we know more. I can see Dave added a comment to your support ticket 193338149 at around noon today with the task number INFOPS-19418

To set expectations as it's a bank holiday nothing will happen tonight I'm afraid.

Apologies for the inconvenience this causes.

Hi @niall_anderson 

Thanks for reaching out, I'm sorry to see you're having issues with your domain.

Could you PM me your account username so I can investigate further please.

[#7]

Thanks Gandalf, and thanks Niall,

Good to know that it's not just us, and appreciate the tracking of this case - it's an almost 20-year old legacy account that's gone through three or four acquisitions so I know that it's not a simple matter!

Appreciate the attention on a holiday, and will be available over the next days if there's anything you need from me, but otherwise will let you get on with it and be patient.

All the best,

Alexander (for the Tower Theatre)

[#8]

Looks like we have some positive news as I can see that both of the websites are now accessible again.

Thanks to whoever rolled-back the change that caused the issue.

Niall...

[#9]

Glad to hear that they're up for you, but for me and three others in my community at least, ours is still down with the same errors as above, unfortunately.

[#10]

Interesting as  www.towertheatre.org.uk  was definitely available at 1:30am this morning

Niall...

[#11 · Accepted solution]

Hi Niall.

I can't see any changes we've made last night however I'm glad to see that this is sorted for you now.

Hi Alexander, we've changed the IPSTAG of your domain this morning. If you've not done this already you'll need to update the nameservers to your new host via their control panel for your domain to work with them.

I hope this helps.

[#12]

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@Gandalf wrote:

I can't see any changes we've made last night...

Apart perhaps from this? 

For clarity, the issue linked above will almost certainly have affected domains hosted against legacy Freenetname accounts.

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[#13]

Thanks for the confirmation @bobpullen although I wasn't too sure as we resolved that this morning after 1:30am.