02-11-2013 01:41:33 PM - edited 02-11-2013 01:43:09 PM
Recently, a client of mine contacted AT&T on several different occassions to request a PTR record. He went through normal technical support, he contacted the static IP department directly, and he also filled out an online DNS request form. Each time, AT&T told him that they would not create the requested reverse DNS record, but that they have instead delegated this responsibility to my company, which is in no way involved with the client's AT&T static IPs or network. Each time he was told this, the client asked the AT&T representative why, and all the information they would give him was some automated message that includes something along the lines of "it's a common misconception that only the ISP can create reverse DNS records." Naturally, that didn't answer my question: why is my company, which is in no way related to AT&T's static IPs or their customer's networks, delegated AT&T's reverse DNS responsibilities when 1) that was not what was requested, and 2) without approving this with either party?
Because I still had questions, and because this happens about once a month, I sent an e-mail to AT&T's support team asking for technical clarification on why their rDNS responsibilities are being passed to us without our consent, and a few hours of my time and several representatives later, I end up with someone that basically told me not to ask questions since I am not a customer. Had this individual actually looked up my name, they would have noticed that I am indeed an AT&T customer, but it wouldn't have mattered if they did because my client didn't get the answers he looked for when he contacted AT&T on multiple different occassions either.
I've seen on these forums that you'll get your PTR record if you call the right department or talk to a technician that actually knows what he's talking about, but from my experience that's not the case. AT&T will not provide the PTR records their clients request, but instead delegate the responsibilities to someone else so they don't have to do it. My client and I have collectively talked to 7 people at AT&T about this topic (who also involved their supervisors), and we are still at square one. I eventually accepted the delegation because our mutual client's e-mail delivery was severely affected by the lack of a PTR record. Not one of the representatives I've talked with seems to understand what I'm talking about, and our requests for information (such as their full rDNS policy) are being treated as "complaints" by their PR representatives rather than technicians with reverse DNS experience. Since I can think of no logical reasoning behind the unauthorized delegation, my first hunch was that AT&T delegates rDNS responsibilities to outside, uninvolved organizations so that they can wash their hands of task, and they have literally refused to provide me with any information to prove me otherwise.
If anyone here has experience with this and knows AT&T's technical reasoning behind delegating rDNS to uninvolved parties, I would greatly appreciate it. Until then, I'll deal with the frustration because it allows me to showcase our above-and-beyond customer service.
02-11-2013 04:56:40 PM
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.
To check for their reply, click the little blue envelope.
02-14-2013 07:01:54 AM - edited 02-14-2013 07:02:17 AM
Well... it is and it isn't account specific. It has happened on many occassions all with different customers, and there is even a template response AT&T sends to customers that request it, therefore we know it's not a rouge technician doing something he shouldn't do, so they should definitely have an explanation of their DNS delegation somewhere (at least in their policies and procedures). I sent a private message right after you suggested to and I have yet to get answers to the following questions:
Does AT&T allow reverse DNS (PTR records) for all of their internet access (i.e. T1) customers that have static IP addresses? Are there any conditions that need to be met in order for AT&T to provide their static IP customers with reverse DNS? If so, what is the technical reasoning behind those conditions? Does AT&T have a reverse DNS policy I could look at to get a better understanding of the process?
I'll give it a few more days to receive a response from them, then I'm giving up. I've already spent hours trying to get answers..
02-14-2013 07:39:59 AM
PTR records have to be generated by the owner of the IP address. If, according to ARIN, AT&T is the registered holder of the IP, then they have to generate the PTR. This is in the nature of DNS and who owns the names, etc.
I'm not sure how this can even be a question of responsiblity. Put the IP address into ARIN and see whose name pops up.
And this is account specific to many different accounts. Each one will have to be handled by AT&T. It's not something you can do, or we can do for you. Thus the suggestion to contact AT&T escalation.
02-14-2013 03:51:28 PM
1. The owner of the IP addresses can insert PTR records for the end-customer.
2. The owner of the IP addresses can delegate the zone to the customer, and the customer can run their own DNS server that is now authoritative for the assigned in-addr.arpa zone.
I do not know AT&T's specific policy on how RDNS is handled, but in my past experience with several different ISPs, any RDNS option is only available for business accounts, not residential accounts.