BT IPv6 DNS cannot resolve Microsoft Support domain (breaks Windows Get Help app)

[CanardNoir]

Hi,
I’m seeing a consistent IPv6 DNS resolution failure on BT’s network that affects Microsoft’s “Get Help” app on Windows. This appears to be an issue with BT’s IPv6 DNS resolvers rather than anything on my local setup.

Summary of the issue
When IPv6 is enabled on my device, BT’s IPv6 DNS resolvers fail to resolve the Microsoft support domain:

support.services.microsoft.com

This domain does exist and resolves correctly via non‑BT DNS services.
However, on BT’s IPv6 DNS path, the lookup fails with:

Because the Windows Get Help app uses IPv6 first and does not fall back to IPv4 when IPv6 DNS resolution fails, the app cannot connect and shows a “can’t reach the app” error.

Workaround
If I disable IPv6 on my device, the domain resolves correctly via IPv4 DNS and the Get Help app works immediately. This confirms the issue is not with my device or home network, but with BT’s IPv6 DNS resolution for this specific Microsoft endpoint.

Request
Please could this be escalated to BT’s DNS / IPv6 engineering team so they can correct the resolver behaviour for this domain.

Happy to provide any further diagnostic output if needed.

Thanks.

[WSH]

I would suspect that if BT were interested in fixing this they would have done so long ago.  (You are not the first one to complain about it).  The easiest fix is to change the individual devices to use a DNS other than BT.

[licquorice]

BT doesn't have IPv6 DNS servers. IPv6 addresses are resolved via IPv4 DNS servers.

[CanardNoir]

I'm sure you're right but that information isn't relevant to the problem.

1) My PC sends a DNS query over IPv6

Because IPv6 is enabled on the network adaptor, Windows prefers IPv6 for DNS lookups.

So it asks:

“What is the AAAA or A record for support.services.microsoft.com?”

2) The BT Smart Hub 2 intercepts that IPv6 DNS query

The hub advertises itself as the DNS server using an IPv6 link‑local address:

fe80::xxxx

But the hub does not run a real IPv6 DNS resolver.

3) The hub forwards the query to BT’s IPv4 DNS servers

This is the key point:

• The DNS query travels over IPv6 from your PC to the hub
• The hub then forwards it over IPv4 to BT’s backend DNS resolvers

So the DNS request is being forwarded to an IPv4‑only resolver.

4) BT’s DNS backend fails to return ANY record

BT’s DNS backend returns:

• No AAAA record
• No A record
• No error code
• Just “no such record”

Which is wrong — the record exists globally.

5) GetHelp.exe receives “no DNS record exists” and stops

Because the app:

• prefers IPv6
• does not retry over IPv4
• does not fall back to IPv4 DNS

It simply gives up and shows the “can’t reach the app” screen

The problem is:

BT’s IPv6 DNS path is broken, not the address type.

My PC never gets any address back.
It gets “no record exists”, which is incorrect.

And GetHelp.exe cannot proceed without a valid DNS answer.

I and (I'm guessing) others want BT engineers to fix this. Are we wrong to want that?

[CanardNoir]

@WSH 

I'm afraid you may be right about BT's willingness to fix the problem.

Using a DNS other than BT's doesn't work with a Smart Hub 2 because you can't configure a different DNS on the hub and the Smart Hub 2:

• Forces all IPv6 DNS queries through BT’s own DNS servers
• Ignores any DNS settings you apply on your laptop
• Does not allow you to override IPv6 DNS
• Does not allow you to disable IPv6 DNS proxying
• Does not allow you to set custom IPv6 DNS servers
• Does not fall back to IPv4 DNS when IPv6 is present

So even though you set, say. Google DNS on your laptop, the router still intercepts IPv6 DNS and sends it to BT’s resolver.

And BT’s resolver is currently failing to resolve the Microsoft Support domain. (Which is what I'm asking BT to fix.)

[Kimberlin]

@CanardNoir 

Use a third party router and problem solved. I never had an issue with BT IPv6 using my TP-Link router and my current Quad9 DNS resolver.

[CanardNoir]

@Kimberlin 

I'm sure you're right.

What a pity one can't rely on the UK's "premier" network provider to work properly. One wonders why they cripple their own network. Is it profit driven or incompetence?

[Kimberlin]

@CanardNoir 

To be fair to BT, they are no different to any other ISP out there. They’ve provided you with equipment, albeit on loan, that for the majority of customers is a a simple no faff setup which will meet the needs of the average domestic household. The fact is, the current smart hub is becoming technologically inept because it has little in the way of user customisation. Those of us with advanced requirements therefore won’t use it, nor any other ISP router that is locked down so that you literally can’t make any user customisations. This is why I won’t use an ISP router because they just don’t cut it. Again, one has a choice (mostly) to use what equipment you want, whether one is prepared to pay for it, is another matter.

[CanardNoir]

@Kimberlin 

I think I might follow down your road even though it means giving up the privilege of having BT peer into my network at their will. 

Is there any alternative modem/router you'd recommend?

[Kimberlin]

@CanardNoir 

It’s always difficult to recommend a specific type or brand of router because what might suit one individual and their setup, may not necessarily work for someone else.

Personally, I use a gaming type router even though I’m no gamer, but the router has a load of customisable options and is WiFi 6 and tri-band. Security wise, I run WPA3 Personal where possible, indeed I just bought a brand new TV Firestick because the latest version is fully WPA3 compatible.

Then there’s DNS. Who really wants to use an ISP DNS resolver when there are much better alternatives? Not being able to change it at router level is poor in my opinion, but that’s how ISP routers are setup to operate.

I’d suggest doing some research, but TP-Link and MSI amongst others, have some very good routers that are bang up to date and have great Apps to complement them.