DNS Resolution Issue

[klakdawala]

Dear BT Team,

We represent Sogolytics Customer Experience Platform, and our survey URL survey.sogolytics.com is essential for our customers to conduct surveys.

We have observed that our UK customers using BT Internet are currently unable to access this URL. After conducting basic troubleshooting with affected users, we have identified that BT’s DNS servers are not resolving survey.sogolytics.com.

To verify, we tested DNS resolution manually using Google Public DNS (8.8.8.8) and Cloudflare DNS (1.1.1.1), and the domain resolved successfully. However, when using BT’s default DNS servers, the resolution fails.

Could you kindly investigate this issue and refresh your DNS cache to ensure that BT customers can access our platform?

We appreciate your prompt assistance on this matter. Please let us know if you require any further details.

Best regards,

[gg30340]

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

I doubt that you will get any assistance from this forum however I have notified the moderators of the forum about your problem. Once they have read this they may be able to help or at the least point you in the right direction. They will advise you by posting on this thread.

Just for information, I can access all your public facing areas of your site with exception to the URL  survey.sogolytics.com  that you posted in your message.

[Steve_M]

I can probably help out.

I can't see any reason we would block that domain and they fall under accepted categories:

- Business Software
- Technology - Other

Are you sure it's DNS related? I'm getting an empty HTTP 200 response from the remote webserver causing a white screen. What errors do your users see?

Steve

[Crimliar]

If your host is Microsoft USA, you may have issues caused by "data sovereignty".  Some sites hosted by Microsoft in the USA are not viewable in the UK and some EU states!

[klakdawala]

Blank Page is fine (as when our customer create survey, the url will include the actual survey page) , what we see is some customers cant access the site,  when we try to ping or do nslookup it does not resolve the same

[klakdawala]

Thanks Crimliar,

Its not a issue related to data sovereignty, as some of my customers are able to access the site, where some cant.

As per our initial analysis, what we see is the name resolution does not work for some of our clients

[klakdawala]

Are you using any threat Intelligence like Securi, as I can see my URL is in the blacklist of Securi (PhishTank). that may be the reason why your DNS is not resolving the name.

[Steve_M · Accepted solution]

DNS all looking good from my BT line IP 31.127.18.210

➜  ~ nslookup                      

> server 81.139.57.100

Default server: 81.139.57.100

Address: 81.139.57.100#53

> survey.sogolytics.com

Server: 81.139.57.100

Address: 81.139.57.100#53

Non-authoritative answer:

Name: survey.sogolytics.com

Address: 20.120.76.149

> server 81.139.56.100

Default server: 81.139.56.100

Address: 81.139.56.100#53

> survey.sogolytics.com

Server: 81.139.56.100

Address: 81.139.56.100#53

Non-authoritative answer:

Name: survey.sogolytics.com

Address: 20.120.76.149

> server 8.8.8.8

Default server: 8.8.8.8

Address: 8.8.8.8#53

> survey.sogolytics.com

Server: 8.8.8.8

Address: 8.8.8.8#53

Non-authoritative answer:

Name: survey.sogolytics.com

Address: 20.120.76.149

> server 1.1.1.1

Default server: 1.1.1.1

Address: 1.1.1.1#53

> survey.sogolytics.com

Server: 1.1.1.1

Address: 1.1.1.1#53

Non-authoritative answer:

Name: survey.sogolytics.com

Address: 20.120.76.149

[klakdawala]

Thanks for the update, we will check if its customer specific issue