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R

New Member

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3 Messages

Fri, Dec 10, 2021 10:00 PM

Closed

Quest for a PTR record

I am going quietly crazy. A couple weeks ago I brought in AT&T fiber to replace my old cable internet service. After the usual bumps in the road (plus a couple of unusual ones,) I have my network and servers talking to the new connection...almost. I need a PTR record set for my static IP so mail from here doesn't get bounced or tagged spam. So far:

- Extensive search of AT&T website yielded nothing. FAQs and search have no idea what a PTR record is.

- Google search found numerous references to att.net/dns. Page doesn't work.

- Three calls to customer support, almost two hours total, resulted in no action (other than being told there is no PTR record set for my IP address - no kidding) but eventually yielded an e-mail address where I could allegedly send particulars to get the PTR record set up.

- Mail to that address from my domain bounced because...wait for it...att.net refuses mail from domains with no PTR record defined. Irony overload.

- Re-sent mail from my backup gmail address. Bounced; address doesn't exist. Nor do likely variations and possible typos of the address I wrote down.

- More googling turned up another possible support address. Doesn't exist.

- Searching did, however, turn up a lot of frustrated people trying to persuade AT&T to set up their PTR rec's.

I am now one of those frustrated people. I have far better things to do than lose billable hours wading through websites and phone menus, trying to get this vendor to perform what should be a routine service. Does anyone know of any  way to get them to set up my PTR? 

ATTHelp

Community Support

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196K Messages

8分前

Hello there, rhohm! We understand that you are needing a PTR record for a static IP set. We can look into that with you. 

 

Let's look at what we know about PTR records.

 

A PTR record is defined as:

  • A PTR (or Pointer) record is a security tool. Essentially, when you receive an email, your mail server uses the PTR record that comes in with the email message to check that the mail server sending the email, matches the IP address that it claims to be using. This is also known as “reverse DNS lookup”
 

One question comes to mind when you mentioned your static IP address set is:

  • Is the static IP address set given to you by AT&T? 

The reason why we ask that, because if the IP set is not assigned by AT&T, and you have your own, then AT&T doesn't hold the PTR record. Whomever you purchased your static IP set from, will have that record. 

 

Another question for you is:

  • Are you a normal consumer or are do you have a business account, and are needing business support to assist?

The reason why we ask that is, because normal consumer support is very basic. Where business support is much more in depth. 

 

Please think about those questions and reply back here and we can either help you or point you in the right to direction to get this quest completed. 

 

Thank you for using the AT&T Community Forums.

 

Matthew, AT&T Community Specialist

 

New Member

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3 Messages

8分前

In order:

- I know what a PTR record is. Many people do not, however, so thanks for the explanation.

- Yes, the static IP block was assigned by AT&T.

- Yes, this is a business account. Based on the quality of business support I've seen so far, I don't even want to think about what support for a consumer line must be like.

Meanwhile, while researching this further, I stumbled across what appears to be the correct e-mail address for service: prov-dns@att.com. NOT "[email scrubbed]", which is the address the rep on the phone gave me. I mailed this address with:

- Request type ("Request for PTR record," which was also the mail subject line)

- My account number

- My name

- My phone number

- The IP address of interest

- The fully-qualified domain name of interest, e.g. "mail.example.com".

This should be what they needed to proceed, and apparently was. They replied with a ticket number and promise to notify me upon completion. So it looks like I might actually have the PTR record in place before long.

Side note, since we now have an AT&T advocate in the thread: In the course of researching this, I encountered threads from a LOT of other AT&T customers with this same problem, very few of which ended satisfactorily. Based on the extensive internal discussions needed (inferred from the long, repeated hold times), direction to years-dead web pages and invalid e-mail addresses I received from AT&T CSRs and TSRs, and the fact that AT&T's support website offers no help whatsoever. there is a lot of confusion internally as well as on the web as to how to handle what should be a routine service issue. 

You have an opportunity here to improve your customer service. Please take advantage of it. 

(edited)

ATTHelp

Community Support

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196K Messages

8分前

Thank you so much for confirming the information that we have requested, rhohm.

 

In order to better assist you, we are going to get you over to our AT&T Business Support Team. If you do not get an answer from the next support person, please make a posting on the Business Forums. 

 

Thank you for using the AT&T Community Forums.

 

Matthew, AT&T Community Specialist

spoom2

ACE - Master

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16.1K Messages

8分前

@ATTHelp @rhohm I think what the op was trying to convey to you was to make sure the reps know who to email to request this and he provided the email of prov-dns@att.com.  If I'm wrong the OP can correct me.  You are correct that this may have been resolved sooner had it been posted in the business forum, but if the OP has it corrected it's a moot point to post it there now. He also pointed out the many who haven't been able to get this resolved, so maybe the residential reps should direct the customer who call about this issue to the business group. 

(edited)

New Member

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3 Messages

8分前

Follow-up: it worked! PTR record is in place, and gmail is no longer auto-spamming mail that I send it.

Also, @spoom2 is exactly correct. I documented the situation, including the service e-mail address, because there is a LOT of misinformation out there regarding AT&T fiber and network setup, and AT&T itself is of no help, even here. "Repost on the business forum" does not help. (In the one similar post on the biz forum that was marked resolved, the OP found the right people to talk to on his own, same as I did.)

Afterword: I edited this heavily before posting because I found myself going off on a rant, and that's not why I'm here. As I said in the earlier post, this is an opportunity to improve your customer service which, it should be clear by now, is in need of significant improvement. The internet service itself is great, and the installer was prompt, fast, knowledgable, and professional. These are, however the only parts of the overall experience I'm impressed with so far. As things stand, I'm hoping I won't need customer service for a while, mostly because I have no desire to repeat this little ordeal. And I'm keeping the other service on standby for a couple months, just in case.

(edited)

New Member

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45 Messages

8分前

@rhohm Couldn't agree more.  Lots of bad info out there, and the post install experience is lagging, especially for knowledgeable users that need more advanced setup and configuration.  I was actually told to purchase a paid support plan for a question I asked earlier.  lol.  Thanks for posting this - I don't need it now, but I've had to do PTR records before for exact reason you're doing it.  It'll help someone vs sitting on phone with customer service for 3 hours and getting transferred 5 times to finally get one of the 10 people who know what they are doing.

New Member

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1 Message

2分前

Hello @rhohm , exactly in your same situation, I have called many times and nobody can solve the problem. How could you solve it?

(edited)

spoom2

ACE - Master

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16.1K Messages

2分前

This is an old topic and as stated should have been posted in the business forum. So @livan3553 if you have an issue you need to open your own current topic in the business forum. You may want to search the business forum as the op did to find similar issues.  Closing this topic to further posting.

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