Your experience with Orcon business technical/support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Your experience with Orcon business technical/support

freespace

16 posts

Geek

#86791 13-Jul-2011 17:32

I have been having no luck getting a response to a business DNS problem with Orcon for three days and wondered how others @ geekzone have found Orcon service?

DNS records were deleted by Orcon support when moving domain management from the old IT support company to new. With the old MX record gone email to client ~30 users stopped and nobody on the business support line seems interested in following up.

I have added a single temp MX and A record to get email moving but there are still a few NS not picking up the correction. To finalise I would like to setup the zone as it was before deletion but now Orcon say they don't have any history. Old IT support has shutdown so no chance to get the details from there.

Anyone know of an online 'DNS zone history' site as that would be more reliable than Orcon!!

Cheers

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20141 posts

Uber Geek

#492999 13-Jul-2011 17:51

'DNS zone history'

Is there such a thing, I have never heard of something like that. Surely they would have backups of that sort of information, although it probably depends on when it was deleted.

freespace

16 posts

Geek

#493080 13-Jul-2011 21:07

Thanks Matt

At first I did expect/assume that Orcon would have DNS records backed up as well but one support person said they didn't and the supervisors/level two support have not been in contact.

This is a business account which is why I am surprised by the lack of concern and poor service received to date from Orcon.

ptinson

677 posts

Ultimate Geek

Trusted

#493081 13-Jul-2011 21:09

Do you have a ticket number?
What we can do really depends on what happened of course.

PM me some details and I can look into it, no promises on the outcome being exactly what you want but I will look.

Paul

meat popsicle

freespace

16 posts

Geek

#493337 14-Jul-2011 13:50

Hi Paul,
Thanks for getting in touch I did not realise that you monitored these forums, I have PM'd you.

freespace

16 posts

Geek

#493342 14-Jul-2011 13:55

update: Orcon did have a historical record of DNS entries and have been in contact.

Question is still open, what's your experience with Orcon business technical/support?

This should cover iServe and Kiwi Web Hosting too as they all are supported by the same team.

Ragnor

8218 posts

Uber Geek

Trusted

#493371 14-Jul-2011 14:31

With domains there are two very separate things (though they are often bundled together):

Registrar:
This is who you pay an annual fee to for use of a domain name, they have an interface that lets you record in the NZ SRS what nameservers your domain name points to.

DNS Hosting / Nameservers:
These answer DNS queries for your domain

When you say you change domain management companies what do you mean?

If you changed from using Orcon's nameservers to someone elses then unless you prepared the new namesevers before changing there won't be any dns entries.

xpd

Geek @ Coastguard NZ
13765 posts

Uber Geek

Retired Mod

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Lifetime subscriber

#493381 14-Jul-2011 14:53

freespace:

Question is still open, what's your experience with Orcon business technical/support?

Overall (not just DNS etc), theyve been great, even better with our great account manager there :)

Even the home helpdesk guys/gals are generally good, some need a bit more training but theyll get there :)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

LinkTree

Equinox IT

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freespace

16 posts

Geek

#493382 14-Jul-2011 14:53

Hi
The DNS hosting was moved from one Orcon account into another Orcon account so hosting, NS etc did not change.

Zeon

3916 posts

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#493386 14-Jul-2011 15:00

Yea Orcon can be pretty terrible with anything but the most basic technical things. I got a half rack with them at the start of the year with their confirmation they could support IPv6. This was in February and we still don't have it after multiple emails, calls etc.

Basic stuff is usually OK but I think the above is a bit of a farce considering we asked them the question before ordering and pay them around $2500 per month....

Went through a similar situation with trialing their VOIP product (we spend around $400 a month on VOIP). They had zero documentation they could point us to with our platform (asterisk) and knew nothing about it. Basically was, "here's the IP you need to communicate with us sort out the rest". Never got it working so keeping our VOIP with WxC

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Ragnor

8218 posts

Uber Geek

Trusted

#493401 14-Jul-2011 15:27

freespace: Hi
The DNS hosting was moved from one Orcon account into another Orcon account so hosting, NS etc did not change.

Definitely sounds like they screwed up

freespace

16 posts

Geek

#493420 14-Jul-2011 15:59

Everyone screws up now and then, it was the lack of communication and mixed messages that was most frustrating for me.

Also a bit of a worry when I can call up and take ownership of another accounts DNS records over the phone....

PeterHill

2 posts

Wannabe Geek

#502664 6-Aug-2011 09:32

I hope somebody from Orcon is still monitoring this thread because I am caught in a classic Catch 22 position with a support call to Orcon (Ticket#169200 if you are looking).

My hosting company (not associated with Orcon) changed their DN server names without notification (that's another issue).

My domains are registered with Orcon. Orcon say they can't alter the domain registration DNS entries because the servers referred to belong to the hosting company. The hosting company say they can't change the entries because they aren't the domain registrant.

In the meantime I have no services.

ptinson

677 posts

Ultimate Geek

Trusted

#502693 6-Aug-2011 10:51

PeterHill: I hope somebody from Orcon is still monitoring this thread because I am caught in a classic Catch 22 position with a support call to Orcon (Ticket#169200 if you are looking).

My hosting company (not associated with Orcon) changed their DN server names without notification (that's another issue).

My domains are registered with Orcon. Orcon say they can't alter the domain registration DNS entries because the servers referred to belong to the hosting company. The hosting company say they can't change the entries because they aren't the domain registrant.

In the meantime I have no services.

PM me the domain and the issue, ill see if its anything we can fix.

Paul

meat popsicle

ptinson

677 posts

Ultimate Geek

Trusted

#502697 6-Aug-2011 11:06

I managed to wiggle my way into the ticket system.
It looks to me as though the changes have been made.

The name servers listed in the whois and on dig requests are set to the ones you wanted them changed to.

This appears to be complete for both domains.

Sorry this should have been a straight forward update on the name server record.
I will look into the IDM error on Monday if that is ok.

Paul

meat popsicle

PeterHill

2 posts

Wannabe Geek

#502700 6-Aug-2011 11:14

As Paul (thnk you for your prompt attention Paul) has indicated things have moved on this morning and finally a techie in Orcon familiar with what was required made the require changes in literally seconds. The frustration for me is that I have been trying to get this addressed since Wednesday 3rd August and my websites and email accounts have been down since that day.

I should have been able to make the changes myself but when I attempted to access the domains via the iSERVE Management tool I received the error:
"There was a problem getting the details for the specified domain or the domain does not exist under this Registrar."

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