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DNS issues

Tutor

DNS issues

For some reason some sites like Facebook and Gmail are not working for me.  Tried to power off my router.  Released and Renewed my IP address.  Anyone else having random websites not working?  Haven't installed or changed anything everything was fine last night. 
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Message 1 of 32
Tutor

Re: DNS issues


CGI wrote:

Kbyon wrote:

I was able to fix Facebook with a entry in my hosts file.  You can ping it just can't browse to it.  Still doesn't fix cnn.com or other random sites.  They are saying its something on my computers.  Brought one of them to work today and it works fine at the office.

 

Goign to call them back tonight haven't had Uverse for 3 weeks yet and already having issues.  Not a good start.


Friend of mine had the same problem with Facebook at home and lowering the privacy option in IE resolved the issue. Go into tools, internet options, privacy. Changed from medium-high to medium.

 

So Im not sure this is a Uverse issue.


It is a Uverse problem.  Brought my PC to work today worked fine. Hooked it up here at the house problem is back.  Haven't changed any settings on my computer.  DSLreports.com users are reporting the same issues in the Houston area.  

Message 16 of 32

Re: DNS issues -- Houston update- 10pm

10pm. Spent 1 hour on chat with Tier 1 support; analyst told me to wait and see if it was better in the morning. I asked to be elevated to Tier 2 or supervisor. Got a really helpful guy who looked at things, while I was on the phone he said he had just talked to another Tier 2 guy on the phone with someone from Houston with the same problem. He logged a ticket, and told me he'd call me back. I had to go out for a bit, and he called back. I returned his call, got a different Tier 2 analyst.

 

This second guy told me he saw the ticket had been updated, and that their NOC had determined that the issue was with the first server in the route -- whose IP address starts with 99 (which is what I'm seeing). Issue was that when users tried to get to school sites or governmental sites (Which I had NOT been trying to get to), the sites weren't accepting routing from 99.xx.xx.xx servers; these servers aren't in their ACL --Solution: User should call destination websites and get them to add 99.xx servers to their ACL. At which point, after spending about 3 hours with AT&T in one form or another, I about came unglued.

 

He said he had delivered the same info to another client just awhile ago. I asked, with teeth clenched, what _that_ person's response was. He said "He asked to speak to my supervisor." To which I said "Which is exactly what I'm doing too."

 

Supervisor got on the phone, I unloaded on him before I could help myself and said "Surely AT&T isn't seriously suggesting that I, as your customer, call all the web providers that I can't get to and ask them to add 99.xx.xx.xx servers to their ACL?"

 

We ended up going through the _SAME_ steps again, me showing him that none of my computers can get to sites, none of said sites were .gov or .edu or .net , and that my employer's web address was unreachable, and that this all started a couple days ago.

 

He elevated the ticket.

 

Then I got a call back from Alex, the _first_ Tier 2 guy. He, by the way, has provided very very good service, if anyone from AT&T is reading this..... He indicated that he and his coworker had seen the note about the 99 servers, noted that that wasn't our problem, and are getting with the NOC guys to reconcile, but that it might be morning before they could get the solution pushed through.

 

 

Message 17 of 32
Tutor

Re: DNS issues -- Houston update- 10pm

I am running into the same issues.  I might be the one that escalated to management.  Here is the email I was sent by AT&T Tier 2  The part I love is the very last line (STATUS = RESOLVED).  I am sure not going to be calling FACEBOOK and getting them to add the 99 octet to their ACL.  What a joke!  I have had UVerse since 11/2008, with only minor issues.  This all started 2 or 3 days ago.  Nothing on my system changed - so it seems something must have changed on the AT&T side.

====================

Mr Cxxxx,

I have already received information on your escalation and have attached it below.Your router is indeed on the 99.x.x.x IP range. Let me know if you have any other questions or need assistance with this matter. Thank you for choosing AT&T Uverse, Tim xxxxxxx Uverse Tier 2    
 
--------------------------------------------------------------------------------

From: Sharepoint-Alerts
Sent: Friday, June 05, 2009 11:48 AM
To: xxxxxxxx
Subject: PET - Update NotificationTicket Number: xxxxx

Submitted on: 6/5/2009 1:47:03 PM
Group Reporting Issue: T2
Submitters ATTUID: ITSERVICES\TC017M
System Affected: N/A
 
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Issue Details:
member can't access several website including facebook.com, rdcpix.com. FR RG. ping and traceroute from RG to affected sites fail.
 
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Activity Updates
There have been several PET tickets lately that describe customers that are unable to access one specific website. With the exception of the individual site, each of the customers are in full service and able to browse properly. Each of the recently reported customers have been trying to access government or school websites and the customer's RG has an IP that has a 99 in the first octet (ex. 99.44.68.122). I've taken 3 cases like this one to Alcatel and in each case it was discovered that the destination website did not have the 99.x.x.x IP range built into the ACL (Access Control List). The fix requires the customer to contact the admin of the destination website and request that the 99 IP range be added to the ACL, thus allowing them to access the site from their home computers. There isn't anything that ATT can do to correct this and it must be done by the third-party host.

In summary: If your customer is unable to access only one particular website (mostly school sites and .gov sites) and they show a 99.x.x.x IP in G2, please have the customer contact the admin of that website to have the 99 IP range added to the ACL.
 
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Assigned To:
Status: Resolved

Message Edited by TreyW on 06-06-2009 09:57 AM
Message 18 of 32
Master

Re: DNS issues -- Houston update- 10pm

I tried all of your posted sites this morning and they seem to be working for me and I am in the Oak Forest area of Houston so I hope your problem 

has been resolved. 

Message 19 of 32

Re: DNS issues -- Houston update- 10pm

Oz and others,

Yep, things seem back to normal. I guess it took at least 3 of us to call, and at least 2 of us to escalate.

 

I'm not a "network guy" but I am an "IT guy", and it may have helped that 1) I understood the "typical" ticket escalation process and 2) I knew more than the Tier 1 support people I got --- sounds like probably the case with the other complaintants.

 

Gary

Message 20 of 32
Tutor

Re: DNS issues

I just had my wife check some of the sites and something must have gotten resolved overnight! I am at work, so she got online and says the problem sites of yesterday are accessible now. She was able to get to cnn.com, facebook.com, mapquest.com, chron.com, gmail.com and realtor.com.

 

Any idea of what AT&T did to resolve the issue? 

 

Are you able to acces the sites this morning?

Message 21 of 32
Master

Re: DNS issues

To their defense server errors can happen and equipment has to be serviced and replaced and anything can and will happen and they usually try

to resolve the issues in a timely manor if in their control and after all we all make mistakes. 

Message 22 of 32
Tutor

Re: DNS issues

But to tell consumers to contact Facebook or CNN or GMAIL, etc to add 99.x.x.x to their ACL is not practical....
Message 23 of 32
Employee

Re: DNS issues

When you don't know how to proceed or fix the customer's prooblem push the problem to someone else.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 24 of 32
Highlighted
Tutor

Re: DNS issues - Problems in Houston AGAIN

After a couple of days of happy browsing on Facebook, CNN, etc.  it appears the blocking is back.  Are you having the issues again?  I can;t get to Facebook.com, CNN.com, Anadarko.com, mapquest.com, mediazone.com, and parts of chron.com and the pictures on http://www.realtor.com/realestateandhomes-detail/3526-Endicott-Ln_Pearland_TX_77584_1109773161 (except for my headshot)

 

I wonder what got reversed from the weekend?

Message 25 of 32
Master

Re: DNS issues - Problems in Houston AGAIN


vchelf wrote:

After a couple of days of happy browsing on Facebook, CNN, etc.  it appears the blocking is back.  Are you having the issues again?  I can;t get to Facebook.com, CNN.com, Anadarko.com, mapquest.com, mediazone.com, and parts of chron.com and the pictures on http://www.realtor.com/realestateandhomes-detail/3526-Endicott-Ln_Pearland_TX_77584_1109773161 (except for my headshot)

 

I wonder what got reversed from the weekend?


I tried those and they pop right up.

 

Message 26 of 32
Tutor

Re: DNS issues - Problems in Houston AGAIN

Oz - I think this is a local issue.  Are you in Houston?
Message 27 of 32
Tutor

Re: DNS issues - Problems in Houston AGAIN

Also in the Houston area. Everything was working fine yesterday, problem resurfaced this morning.  Also had issues all last week.
Message 28 of 32
Tutor

Re: DNS issues - Problems in Houston AGAIN

Just got off the phone; issue has been escalated past Tier 2. The tech stated that it IS a network issue, it is not related to the RG or the computer itself, and they are going to look into it and call me back (or just fix it I suppose).  He also stated that it is only affecting the Houston area, and that since it is affecting major websites (cnn.com, amazon.com, facebook.com, etc), that it should be fixed as soon as possible.
Message 29 of 32
Tutor

Re: DNS issues - Problems in Houston AGAIN

Everything seems to be working today. I can only assume that the issue was identified and fixed. Hopefully the problem won't resurface.
Message 30 of 32
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