Spark DNS Issues - Amazing - Broadband Service Alert

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964 posts

Ultimate Geek
+1 received by user: 555

Trusted

Spark NZ

#1124720 8-Sep-2014 21:36

Hi nickt1, if there is no internet light on on your modem, that would seem to indicate a different issue is at play here, completely unrelated to DNS.

What troubleshooting have you been through with the helpdesk?

My views are my own, and may not necessarily represent those of my employer.

andrew027

1286 posts

Uber Geek
+1 received by user: 557

#1124778 9-Sep-2014 08:14

I see Spark's website has been saying "Network traffic has returned to normal. Apologies to anyone inconvenienced by the issues over the weekend..." for the last couple of days. But as of this morning, I'm still having problems on a range of devices (Windows 7 desktop, iPads, iPhone, Android phone) on VDSL on the standard Telec... er, "Spark" modem/router.

I've only just read through this thread as internet access from home has been patchy to non-existant all weekend (to the annoyance of my daughter who had an assignment due) and now I'm at work. I've taken a note of the Google settings that have been posted and I'll try those when I get home - if that doesn't work I guess I'll be calling the Philippines.

I noticed though that the last post in this thread was over a day ago, so wondered whether anyone had any further news, status updates, suggestions, etc. since then?

nzbsgfan

146 posts

Master Geek
+1 received by user: 45
Inactive user

#1124785 9-Sep-2014 08:39

Playing around with a friends computer connected to Spark yesterday, it appears that Spark may be blocking DNS requests from some models of ADSL modems - instead the help desk is asking those customers to manually enter the same DNS's into their own devices as a workaround.

In short using your gateway address as a DNS IP resolver doesn't work - even if the DNS entries in the modem itself are the recommended Spark ones.

Are they using MAC/Port filtering to achieve this?

In the case of my friend - would it be better to install another modem to get things back to normal?

pohutukawa

197 posts

Master Geek
+1 received by user: 9

#1124792 9-Sep-2014 08:53

nzbsgfan: Playing around with a friends computer connected to Spark yesterday, it appears that Spark may be blocking DNS requests from some models of ADSL modems - instead the help desk is asking those customers to manually enter the same DNS's into their own devices as a workaround.

In short using your gateway address as a DNS IP resolver doesn't work - even if the DNS entries in the modem itself are the recommended Spark ones.

Are they using MAC/Port filtering to achieve this?

In the case of my friend - would it be better to install another modem to get things back to normal?

Is the modem configured to obtain DNS automatically or can you specify, and restart?

pohutukawa ... turning with the seasons ...

nzbsgfan

146 posts

Master Geek
+1 received by user: 45
Inactive user

#1124794 9-Sep-2014 09:01

Initially the modem was set up to obtain the DNS's automatically, but that did not allow DNS name resolution from the default gateway.

I manually set the DNS's in the modem to 8.8.8.8 and 8.8.8.4 respectively - the outcome did not change.

As a final step I manually set the DNS to those DNS addresses already supplied to my friend for her local device (Win 7 laptop) - that also didn't work.

It's like any DNS request from the modem (Dynalink) is not being responded to. Bizarre.

I should point out she does have service on all her devices now - but only by me manually entering DNS IP addresses into each connected device (Tivo/iPad etc)

pohutukawa

197 posts

Master Geek
+1 received by user: 9

#1124804 9-Sep-2014 09:18

nzbsgfan: Initially the modem was set up to obtain the DNS's automatically, but that did not allow DNS name resolution from the default gateway.

I manually set the DNS's in the modem to 8.8.8.8 and 8.8.8.4 respectively - the outcome did not change.

As a final step I manually set the DNS to those DNS addresses already supplied to my friend for her local device (Win 7 laptop) - that also didn't work.

It's like any DNS request from the modem (Dynalink) is not being responded to. Bizarre.

I should point out she does have service on all her devices now - but only by me manually entering DNS IP addresses into each connected device (Tivo/iPad etc)

Sounds like an old modem and maybe time to consider replacement.

Usually a new contract period with whichever ISP will include a free modem as part of the package, including an existing ISP.

BTW Google's DNS servers are 8.8.8.8 and 8.8.4.4

pohutukawa ... turning with the seasons ...

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martinjward

68 posts

Master Geek
+1 received by user: 2

#1124827 9-Sep-2014 10:08

If cbrpilot is sill watching?, I have a business fiber line. Changing the DNS settings does nothing. However I can't talk to anyone that has any knowledge that would be able to investigate the ticket in any more detail. Keep getting kicked from one department to the next. It would be great if someone could give me the technical details of what's going on? Last tech I talked to said the issue isn't resolved and you are still under the reflection attack??? Is that correct?

Jarsky

142 posts

Master Geek
+1 received by user: 39

#1124836 9-Sep-2014 10:23

martinjward: If cbrpilot is sill watching?, I have a business fiber line. Changing the DNS settings does nothing. However I can't talk to anyone that has any knowledge that would be able to investigate the ticket in any more detail. Keep getting kicked from one department to the next. It would be great if someone could give me the technical details of what's going on? Last tech I talked to said the issue isn't resolved and you are still under the reflection attack??? Is that correct?

The DNS farms are operating within normal load.
They have blocked Port 53
I think they've blocked identified customers from the Spark DNS servers ns1.xtra.co.nz (122.56.237.1) & ns2.xtra.co.nz (210.55.111.1)

If you change the DNS settings on one of your client computers, does this work?
You could also try the FIPD DNS servers 202.27.184.3 & 202.27.184.5

Can you load http://74.125.224.72 (google.co.nz) ?

pohutukawa

197 posts

Master Geek
+1 received by user: 9

#1124840 9-Sep-2014 10:28

Jarsky:
martinjward: If cbrpilot is sill watching?, I have a business fiber line. Changing the DNS settings does nothing. However I can't talk to anyone that has any knowledge that would be able to investigate the ticket in any more detail. Keep getting kicked from one department to the next. It would be great if someone could give me the technical details of what's going on? Last tech I talked to said the issue isn't resolved and you are still under the reflection attack??? Is that correct?

The DNS farms are operating within normal load.
They have blocked Port 53
I think they've blocked identified customers from the Spark DNS servers ns1.xtra.co.nz (122.56.237.1) & ns2.xtra.co.nz (210.55.111.1)

If you change the DNS settings on one of your client computers, does this work?
You could also try the FIPD DNS servers 202.27.184.3 & 202.27.184.5

Can you load http://74.125.224.72 (google.co.nz) ?

What platform are you on? If on Windows, which antivirus are you using and have you checked that all servers/computers are clear of viruses/malware?

pohutukawa ... turning with the seasons ...

nzbsgfan

146 posts

Master Geek
+1 received by user: 45
Inactive user

#1124841 9-Sep-2014 10:28

Are you setting the DNS settings on your machine or modem?

I suggest to replace your DNS setting in your device - and change it from your gateway to the DNS addresses supplied by Spark. Although this should be an interim measure only.

Hope that helps you out. :)

martinjward

68 posts

Master Geek
+1 received by user: 2

#1124845 9-Sep-2014 10:37

Jarsky:
martinjward: If cbrpilot is sill watching?, I have a business fiber line. Changing the DNS settings does nothing. However I can't talk to anyone that has any knowledge that would be able to investigate the ticket in any more detail. Keep getting kicked from one department to the next. It would be great if someone could give me the technical details of what's going on? Last tech I talked to said the issue isn't resolved and you are still under the reflection attack??? Is that correct?

The DNS farms are operating within normal load.
They have blocked Port 53
I think they've blocked identified customers from the Spark DNS servers ns1.xtra.co.nz (122.56.237.1) & ns2.xtra.co.nz (210.55.111.1)

If you change the DNS settings on one of your client computers, does this work?
You could also try the FIPD DNS servers 202.27.184.3 & 202.27.184.5

Can you load http://74.125.224.72 (google.co.nz) ?

Hmmm I can't ping from my router to 8.8.8.8... DNS server changes don't help.

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Talkiet

4819 posts

Uber Geek
+1 received by user: 3934

Trusted

#1124849 9-Sep-2014 10:39

In the short term a very small number of customers will need to manually set DNS servers on their end device (PC etc - NOT on your router) (either our own servers 122.56.237.1 / 210.55.111.1 or the Google DNS server 8.8.8.8 / 8.8.4.4) in order to get DNS resolution working again. This will be a short term requirement (no I don't know how many hours/days) and is the result of a change made to protect the rest of the network and mitigate the recent attack.

There will be more information on this shortly, and we are working right now to get this tiny minority of customers connected without them having to make any changes.

Regards
Neil G

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Jarsky

142 posts

Master Geek
+1 received by user: 39

#1124855 9-Sep-2014 10:47

martinjward: Hmmm I can't ping from my router to 8.8.8.8... DNS server changes don't help.

Sounds like you may have a bigger issue, since that shouldnt involve the DNS resolver.
If you run a tracert to 74.125.224.72, how far is it getting?

martinjward

68 posts

Master Geek
+1 received by user: 2

#1124858 9-Sep-2014 10:54

Jarsky:
martinjward: Hmmm I can't ping from my router to 8.8.8.8... DNS server changes don't help.

Sounds like you may have a bigger issue, since that shouldnt involve the DNS resolver.
If you run a tracert to 74.125.224.72, how far is it getting?

0 hops, probably larger issue, however 2&1/2hrs on the phone this morning I am getting desperate...

andrew027

1286 posts

Uber Geek
+1 received by user: 557

#1124860 9-Sep-2014 10:59

Talkiet: In the short term a very small number of customers will need to manually set DNS servers on their end device...

...we are working right now to get this tiny minority of customers connected without them having to make any changes.

Regards
Neil G

So the Spark website says "network traffic has returned to normal" and you say it's only "a very small number of customers" experiencing problems. I must be one of them, as I couldn't connect before I left home this morning. Someone has said to me that it may indicate that I'm one of the people causing the problem. How would I find out?

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