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.