DNS Failures

[AZguy1893]

Hello, I own a website, joinnow.live, that hosts webinars for millions of viewers. Recently, anyone that tries to access my site using Verizon cellular service is getting a browser error that the domain does not exist. This is not the case when using any other cellular provider or any non-Verizon WiFi service.  I had my technical team look into it and they have told me that this is a problem with Verizon's DNS resolver servers. Can you escalate this issue to the appropriate technical team so that we can get this fixed and my website working for all Verizon customers again? I am happy to put your technical team in touch with mine if that will help get this solved quicker. 

Thanks for assistance. 

[jav6]

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@AZguy1893 wrote:

Hello, I own a website, joinnow.live, that hosts webinars for millions of viewers. Recently, anyone that tries to access my site using Verizon cellular service is getting a browser error that the domain does not exist. This is not the case when using any other cellular provider or any non-Verizon WiFi service.  I had my technical team look into it and they have told me that this is a problem with Verizon's DNS resolver servers. Can you escalate this issue to the appropriate technical team so that we can get this fixed and my website working for all Verizon customers again? I am happy to put your technical team in touch with mine if that will help get this solved quicker. 

Thanks for assistance. 

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You might try calling the VZW IT Help Desk at 866-899-4872.  I have a note that they 'cannot talk to customers', but maybe they'll talk to your technical team.

[vzw_customer_support]

Hello! This sounds like there may be a block preventing users from accessing the website, this could be for a number of reasons (i.e. security/unknown site). Do you know if this happens when typing this website directly into a web browser, or when clicking on a link? Does this happen across multiple browsers? 

*Cheyenne

[AZguy1893]

Link or typing in, no difference. Same for multiple browsers. The only thing that causes it to work is not using Verizon DNS. Thank you for your help. 

[vzw_customer_support]

AZguy1893, we are sorry to hear that you are experiencing an issue with your work address. As I know that this is something we all need access to, let's gather some information on what is happening. Do you recall any new software, apps or games that were installed to the phone around the time that this began? Could additional security protocols been put in place on the work address? 

-LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[AZguy1893]

Hello, No this is not for an individual phone. This is system-wide across the entire Verizon DNS. For anyone trying to access this domain: joinnow.live. You can test it out on your end. Visit it fine on internet. Then try to visit it using Verizon DNS and you will see what happens. 

Links or typing in, make no difference. Same for multiple browsers.

The only thing that causes it to work is not using Verizon DNS.

Thank you for your help. 

[vzw_customer_support]

AZguy1893, thanks so much for confirming those details for me. Please share with me what error message do you receive when typing in the web browser?

-Rodney

[jav6]

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@vzw_customer_support wrote:

AZguy1893, thanks so much for confirming those details for me. Please share with me what error message do you receive when typing in the web browser?

-Rodney

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I can share my test results. I used Ping&Net utility on my moto z4 phone when connected by WiFi to Comcast and using their DNS servers first. I was able to Traceroute and Ping joinnow.live successfully, resolving the domain to 65.8.198.13 on cloudfront.net. Then shutting off WiFi on my phone and using VZW and their DNS servers, both Traceroute and Ping fail to resolve the domain. Simple to replicate for appropriate tech support agent.

 

 

[vzw_customer_support]

Thank you for the additional data, that is helpful. We want to make sure that you get the help that you need. That said, I would like to gather a few background details. How long has this been happening? Does this happen to multiple devices on your account. Where are you located (intersection, zip code)? -Gina

[AZguy1893]

Gina, I own a website, joinnow.live, that hosts webinars for millions of viewers. Recently, anyone that tries to access my site anywhere (at least in the US) using Verizon cellular service is getting a browser error that the domain does not exist. This is not the case when using any other cellular provider or any non-Verizon WiFi service. 

I had my technical team look into it and they have told me that this is a problem with Verizon's DNS resolver servers. Can you escalate this issue to the appropriate technical team so that we can get this fixed and my website working for all Verizon customers again? I am happy to put your technical team in touch with mine if that will help get this solved quicker. 

[vzw_customer_support]

I appreciate those additional details, AZguy1893! We can definitely complete a ticket for you. In order to do that, we would first need to gain access to an existing Verizon Wireless account. Do you have service with us? If not, we would be able to assist one of your users who have Verizon, so we can continue. Please let us know if you have service with us, and we can continue with you. How does that sound? 

-Jordan

[AZguy1893]

Jordan, I do have service with Verizon. What do you need to gain access to my Verizon account? Thank you. 

[jav6]

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@AZguy1893 wrote:

Jordan, I do have service with Verizon. What do you need to gain access to my Verizon account? Thank you. 

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Verizon DNS server updates have NOTHING to do with a Verizon account  (opening a ticket does require one apparently).  Domains (your domain in question) get registered to internet domain name servers and normally get updated to all internet providers domain name servers.  For some reason, VZW DNS servers have not received your domain registration.

[AZguy1893]

Thanks for your input Jav6. I appreciate it. How would you suggest I get this resolved? Thanks for any suggestions you have.

[vzw_customer_support]

AZguy1893 We have sent you a private note here on this platform. -Dolores

[Gumby23]

I’m having this same issue with my site. What can be done to resolve this?

[jav6]

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@Gumby23 wrote:

I’m having this same issue with my site. What can be done to resolve this?

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Well, maybe @AZguy1893 can provide an update since the website originally reported started working at some point.

[AZguy1893]

We never got a solution. Beyond help here, never even got any assistance other than regular cell support assistance. Totally worthless to this issue. At some point, it just started working again. Very frustrating. I hope yours starts to work again faster than ours did. 

[vzw_customer_support]

Gumby23, we want to make sure you're able to access your website without any issues. We're going to send you a Private Note so we can gather more details and let the right team know what's going on.

~Jesse

[totality]

Now I am having this problem as well. I am a Verizon wireless customer and I recently purchased a domain to which I added DNS entries.   The address resolves from everywhere I've tried but from my phone and additionally from my laptop while using the phone as a hotspot.  For whatever reason the DNS server my phone uses while on cellular is not receiving the zone transfer.

[smith6612]

Try checking your domain at https://dnsviz.net/ to see if the domain may have a broken configuration, such as DNSSEC. I've seen plenty of sites get crushed by that before.

I don't believe Verizon's DNS verifies DNSSEC anyways. DNSVIZ should help though!