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Topic # 127324 6-Aug-2013 15:00
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Hi There!

In the past when we have moved domains to other providers,  that previously were using xtra for backup email queue, we find that xtra don't remove those stale or out of date records from ALL thier dns servers causing intermittent email delivery issues. 

Our experiences with the helpdesk have been frustrating to say the least with most if not all of the people we have spoken to, not even understanding what we are saying. 

Anyone senior from the DNS team lurking here that would be willing to be contacted by us to try and resolve outstanding issues, or is there a secret code I can enter on the phone system to get to the senior engineers?


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  Reply # 872708 6-Aug-2013 15:07
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I've been dealing with domains since 2000, and this has been going on since then. What I do is ask the client to contact Telecom and ask them tell telecom to remove the old DNS records for the domain. The problem is getting through to the right person. Possibly phone their business helpdesk that is in NZ.



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  Reply # 872709 6-Aug-2013 15:09
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mattwnz: I've been dealing with domains since 2000, and this has been going on since then. What I do is ask the client to contact Telecom and ask them tell telecom to remove the old DNS records for the domain. The problem is getting through to the right person. Possibly phone their business helpdesk that is in NZ.


Hi There!

Same, it's a long standing issue. We used to have a team of people who looked after us, and they were excellent, but now it's finding the right people. 

It's a nightmare because as an IT Provider when the customers email isn't working properly they ultimately hold us responsible. 


 
 
 
 


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  Reply # 872710 6-Aug-2013 15:11
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I had this problem once but was easy to fix when i rang the business helpdesk in regards to domains.







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  Reply # 872713 6-Aug-2013 15:13
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Zeon: I had this problem once but was easy to fix when i rang the business helpdesk in regards to domains.


Yah from 10 times I would expect 1-2 times they will get it right the first time, 1-2 the second time, the rest can be anywhere from 3-10 calls required. 

Their true business support desk seems to have gone to overseas. 

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  Reply # 872743 6-Aug-2013 16:07
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I'd suggest getting in touch with Peter Lambrechtsen, if anyone will know he should.

http://www.geekzone.co.nz/user_public.asp?user_id=42629




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  Reply # 872794 6-Aug-2013 18:27
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It is really about finding out the correct way of sorting this out, without going through the frustrating experience of following a flowchart with CSR. But I am guessing you have to go through that level, to get to the level for NZ support staff. Perhaps a simple email address, but companies seem to treat phone support with a higher priority than email.



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  Reply # 873017 7-Aug-2013 09:53
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Insane. Yesterday before transferring the domains we called up to find out the best way. They insisted the process is automated an happens minutes after the transfer takes place. Today we called up to check and a case was opened, and we got this 10 minutes later:

"We do receive automated emails informing us of when domains have transferred out from our platforms so please rest assured that you do not been to be notifying us as well as all of the below work has already been completed. I have included for your records the reference numbers for our internal removal jobs just in case you require them for your systems."

5 Minutes later a dig of ALL the transferred domains was taken from alien and terminator, lo and behold those servers are still showing as authoritative.



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  Reply # 873028 7-Aug-2013 10:24
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A follow up resulted in this:


Thanks for your reply. Our hours of business are 8am to 6pm. If the domain transferred out at 10PM last night we were not here to receive the automated email and therefore action the work. As we are all in the office now we have worked through the requests from over night.

The teams who handle this work have also changed slightly and as the new team we have cleaned up internal processes into a much more stream lined machine. Thanks for your concern but please know that this is all taken care of for you as per my previous email with your reference numbers for the jobs the systems are now currently processing the requests we have entered.

If you have any further questions regarding Telecom products and services please visit our web site at http://www.telecom.co.nz/business


Hopeless. In 17+ years of IT and DNS, XTRA is the ONLY DNS provider I have come across where this isn't completely automated and running 24/7 automatically. Why would they continue to have manual processes which clearly aren't followed consistently, using people who only work a portion of the day, (which means transfers outside of business hours are likely to be problematic) and for which the manual process loads the helpdesk with queries like ours taking even more time and people and resources.

The mind boggles!

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  Reply # 873030 7-Aug-2013 10:28
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Yep, I've repeatedly had the same problem when changing DNS with Telecom.

And getting thru to a CSR that understands what you are talking about and is actually able to help is VERY difficult.

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  Reply # 873038 7-Aug-2013 10:41
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You know where I am at and how to get hold of me.

I don't personally deal with DNS but have bounced these sorts of queries to folks internally who do.

Business broadband helpdesk tends to be the right place to go as they have access to the relevant systems:

"Our dedicated Business Helpdesk is now open 7 days a week.  Mon-Fri 8am - 8pm and Sat - Sun 9.30am - 6.00pm.  Phone 0800 BUSINESS (28 74 63)."

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  Reply # 873128 7-Aug-2013 12:22
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Hi Guys,

If you have any outstanding issues with domains you can drop me a PM or email t808000 @ telecom.co.nz & I can look into it for you.

The Telecom Business Hub team are the ones who should be looking after these types of calls on 0800 287463 (Monday to Friday 0800– 1900)





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  Reply # 873158 7-Aug-2013 12:51
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qraider: Hi Guys,

If you have any outstanding issues with domains you can drop me a PM or email t808000 @ telecom.co.nz & I can look into it for you.

The Telecom Business Hub team are the ones who should be looking after these types of calls on 0800 287463 (Monday to Friday 0800– 1900)



It would seem I have found someone prepared to admit there is an issue and is looking into it. Hopefully it will get to the right outcome but if not I'll certainly be in touch. 

I believe to resolve the issue, the person will need access to mail server logs and direct access to dns and zone files for all of xtra's dns and mail servers. 


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  Reply # 873227 7-Aug-2013 14:32
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networkn:
qraider: Hi Guys,

If you have any outstanding issues with domains you can drop me a PM or email t808000 @ telecom.co.nz & I can look into it for you.

The Telecom Business Hub team are the ones who should be looking after these types of calls on 0800 287463 (Monday to Friday 0800– 1900)



It would seem I have found someone prepared to admit there is an issue and is looking into it. Hopefully it will get to the right outcome but if not I'll certainly be in touch. 

I believe to resolve the issue, the person will need access to mail server logs and direct access to dns and zone files for all of xtra's dns and mail servers. 



Alastair has the right access... And that reminds me we should get a Telecom Tag on him....

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