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Message 1 of 9

BT DNS cache issue - users cannot access our website

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Hi all,

I work with Thorndown website (https://thorndown.co.uk/) and we recently updated their DNS to point to a new site on a different server.

This operation was done 12 days ago and we’ve noticed a subset of traffic is still seeing the old website - all of these customers are on either the BT network. No other ISP is affected as far as we can see.

It looks like BT are not refreshing their cache for the DNS records for our website. For reference, this post seems to refer to the same issue: https://community.bt.com/t5/Home-setup-Wi-Fi-network/BT-DNS-Cache-Issues-for-our-website-Users-canno...

Is this something BT can help with as a matter of urgency? This is now affecting our website performance and therefore our whole business. 

 

Kind regards

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Message 2 of 9

Re: BT DNS cache issue - users cannot access our website

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Just adding that a few customers still seeing the old site have complained that they can't complete their orders - they are all on the BT network.

 

Please could you help? 

Regards

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Distinguished Sage
Distinguished Sage
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Message 3 of 9

Re: BT DNS cache issue - users cannot access our website

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Welcome to this forum.
This is a BT Retail customer to customer forum only,

Your posting here does not go to BT. Its likely to be a BT Wholesale issue so you would need to contact your own ISP, and ask them to speak to BT Wholesale.

 

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Message 4 of 9

Re: BT DNS cache issue - users cannot access our website

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Hi Keith, 

BT is the ISP for our customers that cannot access the website - we are in the same situation as described in this post: https://community.bt.com/t5/Home-setup-Wi-Fi-network/BT-DNS-Cache-Issues-for-our-website-Users-canno...

I was just wondering if anyone working for BT could help and refresh their DNS cache as I haven't been able to reach them via phone/email. 

Thanks a lot

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Moderator
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Message 5 of 9

Re: BT DNS cache issue - users cannot access our website

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@GoramandVincent I've raised this to see if anything can be done.

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-Richie-
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Message 6 of 9

Re: BT DNS cache issue - users cannot access our website

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I can connect just fine using my BT connection, my guess is users with old hubs that don't support ipv6, does your webhost still support ipv4 ?

 

Microsoft Windows [Version 10.0.17134.285]
(c) 2018 Microsoft Corporation. All rights reserved.

C:\Users\Richie>tracert www.thorndown.co.uk

Tracing route to www.thorndown.co.uk [2a07:7800::159]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  broadband.bt.com [2a00:23c5:e802:4900:42c7:29ff:fe0f:8209]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    12 ms    12 ms    12 ms  2a00:2302::1103:100:3f
  5    12 ms    11 ms    11 ms  2a00:2380:3013:9000::22
  6    12 ms    12 ms     *     core4-hu0-17-0-6.faraday.ukcore.bt.net [2a00:2380:c::336]
  7    12 ms    12 ms    31 ms  2a00:2000:2066::4e
  8    12 ms    12 ms    13 ms  ae-6.r04.londen05.uk.bb.gin.ntt.net [2001:728:0:5000::6b5]
  9    13 ms    12 ms    16 ms  ae-0.r24.londen12.uk.bb.gin.ntt.net [2001:728:0:2000::5d]
 10    12 ms    12 ms    12 ms  ae-21.r00.londen10.uk.bb.gin.ntt.net [2001:728:0:2000::69]
 11     *        *        *     Request timed out.
 12    19 ms    19 ms    19 ms  2a00:5600:1:21::1a
 13    19 ms    19 ms    19 ms  mx02-xe-0/0/1.2.gs.nodefour.net [2a00:5600:1:6::b]
 14    35 ms    19 ms    19 ms  mx01-xe-2/2/0.2.gs.nodefour.net [2a00:5600:1:7::a]
 15    19 ms    43 ms    19 ms  2a00:5600:1:8::2
 16    19 ms    19 ms    19 ms  mx01-xe-1/3/0.2.dc2.nodefour.net [2a00:5600:1::1]
 17    19 ms    19 ms    19 ms  2a07:7800::159

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Message 7 of 9

Re: BT DNS cache issue - users cannot access our website

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@-Richie- the new server is still running IPV4, not IPV6

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-Richie-
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Message 8 of 9

Re: BT DNS cache issue - users cannot access our website

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@GoramandVincentif you look at my trace route, that's an IPV6 address, maybe my smart hub defaults to IPV6, just looking for causes, if you know anyone who can't connect, they can flush their DNS by command prompt, just enter :

 

ipconfig /flushdns
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Message 9 of 9

Re: BT DNS cache issue - users cannot access our website

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Thanks @-Richie- that was indeed an issue with the IPV4 and IPV6, we removed an AAAA record on the domain and it seems that issue is fixed now. 

 

Thanks a lot to everyone for your help, really appreciate it!

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