Following up on my reverse DNS problem from last week, I dialed up Verizon Business. They are my firm’s ISP, as we use their business class DSL. I selected the appropriate menu selection–technical support. That’s what I thought.
I began speaking with the gentleman on the line, explaining to him that I needed a PTR or reverse DNS entry for a couple of IP addresses we have assigned to him. After a few times of explaining this, he responded that this sounded like fraud. I explained to him that I have DNS names established for the current IP addresses with our registrar, however since Verizon still owns the IP block, they are the ones that control how the IP address is resolved when a reverse lookup is performed on the address. He then punted me up to his manager.
I repeated my same request to the manager, and gave her all the appropriate details. It was then that she explained to me I was in the wrong queue and needed to be placed in their domain queue. She placed me in the hold queue, and I then spoke with a gentleman with a somewhat shaky command of the English language.
I again explained the problem, and the support engineer asked if I wanted to create a reverse DNS record. I replied saying that is exactly what I want to do. He asked me to email the IP addresses and the reverse DNS record they should have. I did so, and he responded that he received the request and was putting it into the system to complete. I got a ticket number for my request, and I would have to wait a couple of days for the change to propagate through DNS.
As of this morning, the change has been made and is working. I made a small change to the domain name reported by our default SMTP virtual server, and I was done.
All of this after a phone call that lasted about 70 minutes on a late Friday afternoon. The actual productive part of my call took all of 15 minutes, at most.
In the end, though, I cannot complain, as the reverse DNS change is working as expected. The problem site can receive emails from us, and it should not present any problems in the future.
Damn, I’m good. 
{ 14 } Comments
a couple days to process the request?!?!?! WOW that’s positively awful. As I’m sure you are aware adding a PTR record is a fairly trivial task that should take a couple hours at most to have accomplished. (If you figure the ticket needs to get routed to the appropriate group inside Verizon and get taken care of). But a couple days, no way.
Of course once the change has actually been made it might take several days for it to propagate out, maybe that’s what ’shaky English’ person meant.
I’m glad you got your problem fixed though.
a couple days to process the request?!?!?! WOW that’s positively awful. As I’m sure you are aware adding a PTR record is a fairly trivial task that should take a couple hours at most to have accomplished. (If you figure the ticket needs to get routed to the appropriate group inside Verizon and get taken care of). But a couple days, no way.
Of course once the change has actually been made it might take several days for it to propagate out, maybe that’s what ’shaky English’ person meant.
I’m glad you got your problem fixed though.
That’s actually much less time than I spent trying on multiple occasions to get the Verizon guy to come to the front door so he could come into the house to fix the phone line. He insisted on going to the alley where there is no gate and reporting that there was “no access.”
So congrats on getting your problem fixed.
That’s actually much less time than I spent trying on multiple occasions to get the Verizon guy to come to the front door so he could come into the house to fix the phone line. He insisted on going to the alley where there is no gate and reporting that there was “no access.”
So congrats on getting your problem fixed.
My solution to dealing with Verizon is to not deal with them. Last time I had a land line Verizon was actually very prompt in turning it up. They were VERY tardy though in billing me. Like 5 months tardy…they after not billing me for those 5 months they demanded late charges. Sorry if you can’t be bothered to bill me on time I shouldn’t have to pay late charges. And I didn’t.
My solution to dealing with Verizon is to not deal with them. Last time I had a land line Verizon was actually very prompt in turning it up. They were VERY tardy though in billing me. Like 5 months tardy…they after not billing me for those 5 months they demanded late charges. Sorry if you can’t be bothered to bill me on time I shouldn’t have to pay late charges. And I didn’t.
I find it hilarious that the first tech’s response to a request for a reverse DNS record was “this is fraud!”
I find it hilarious that the first tech’s response to a request for a reverse DNS record was “this is fraud!”
danielle: Verizon has moments when you go “Wow, that was not as bad as I thought it could be.” Unfortunately, those tend to get drowned out by the “Good Lord, what an amazing display of ineptitude.” I tend to see this the most when I have to venture into one of their wireless stores. Never before have I encountered such a series of clueless fucks in my lifetime.
Paul: I prefer to avoid all contact with Verizon as much as possible. Unfortunately, moments like this make that slightly difficult.
mokie: I just about fell out of my chair when he said that. I was like “Dude, this is done all the time. It’s not fraud.” What a douche!
danielle: Verizon has moments when you go “Wow, that was not as bad as I thought it could be.” Unfortunately, those tend to get drowned out by the “Good Lord, what an amazing display of ineptitude.” I tend to see this the most when I have to venture into one of their wireless stores. Never before have I encountered such a series of clueless fucks in my lifetime.
Paul: I prefer to avoid all contact with Verizon as much as possible. Unfortunately, moments like this make that slightly difficult.
mokie: I just about fell out of my chair when he said that. I was like “Dude, this is done all the time. It’s not fraud.” What a douche!
Thanks for the info! I am sure I saved a lot of wait time. Had the PTR record setup in about 15 minutes. I am told that the change will be pushed at 2:30am EST (I missed the 10:am push by a couple of hours.).
Also I got a more direct number for Verizon - 888-427-1405 (was told to hit options 1-1-3-2).
Thanks
Thanks for the info! I am sure I saved a lot of wait time. Had the PTR record setup in about 15 minutes. I am told that the change will be pushed at 2:30am EST (I missed the 10:am push by a couple of hours.).
Also I got a more direct number for Verizon - 888-427-1405 (was told to hit options 1-1-3-2).
Thanks
Jim: Glad this helped, and thanks for the more direct number for Verizon. It will not come in handy since I no longer work at this job, but it is good to know.
Jim: Glad this helped, and thanks for the more direct number for Verizon. It will not come in handy since I no longer work at this job, but it is good to know.
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