**MWeb DNS Mystery**

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Zarathustra

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I had some very strange things happening on my MWeb uncapped ADSL account since yesterday morning.

The only website I could get through was MWeb's own site i.e. www.mweb.co.za. Pinging & Trace Routing to IP addresses worked fine, but weird things happening with DNS resolution.

I tried switching Protected Access on and off, but it didn't help.

Thinking that it might also be a browser problem, I tried both Internet Explorer & Firefox, both of which returned the same results.

Eventually, I thought that it may be a temporary problem, so I switched over to our Neotel backup. This morning I tried the MWeb ADSL link again, with the same results.

So, then I started messing around with different DNS servers.

Normally, I use the two fastest Telkom DNS servers:

- 196.43.45.190
- 196.25.255.3

I determined these to be the fastest by using DNSBench, which by the way is a very cool freeware program to analyse DNS issues.

When I ping'ed the Telkom DNS server, 196.43.45.190, while on MWeb ADSL, I received the reply as:
- 138.80.28.196.netactive.net [196.43.45.190].

When I switched over to Neotel and ping'ed it again, I received the correct reply as:
- tpr-ip-dns.saix.net [196.43.45.190]

I also tried using two MWeb DNS servers:

- 196.2.16.3
- 196.2.46.254

Knowing that I would receive the usual troubleshooting advice, I was reluctant, but I eventually phoned MWeb Technical Support. I was told that there wasn't a problem and that I could try changing the login from DSLMWEB.CO.ZA to MWEB.CO.ZA, but that I was advised against this as all ADSL users were being moved to the SAIX network.

While still on the line with Tech Support, I tried this, no change.

So then, I was told to put a filter box on the line. I explained that I only had a router on the connection with no other devices or telephones and that I didn't see how a filter would change the fact that I could ping any IP address and access only MWeb's website. I listened to the nonsense that was spewed forth about line noise and how a check from his side had revealed that there was noise on the line.

I tried explaining the DNS problem, but clearly that wasn't loaded on the troubleshooting list which the helpdesk dude had available to him. I asked if there were other MWeb DNS servers which I could try. The response was - "We use dynamic servers and not static addresses". At this point I decided that my time was better spent trying to troubleshoot or solve myself and bid adieu to the MWeb Help Desk.

Eventually, at around 12h00 today, the problem resolved itself & all is well again. All DNS settings etc. have been returned to what they were before and all changes have been undone.

So, my question to MWeb is, what the hell is going on?!? Are you guys busy with network changes that only a privileged few are aware of and are causing interruption to your ADSL service?!? After the SMTP server changes and now the DNS mystery, your company is busy testing my sanity as well as my resolve not to punch a hole in my monitor.

P.S. After the line quality comment by the Help Desk dude, I also gave Telkom a ring this afternoon and all is apparently within operating specifications.

P.P.S. I still don't have a filter on my ADSL line, never have and everything has always worked fine until I made the switch to the MWeb Uncapped Mystery Experience.

P.P.P.S. Do your Help Desk staff have a list of helpful advice tips which are randomly selected from a special ADSL Troubleshooting database?!?
 
I also had a weird dns a few days ago. I was using google's dns though and had extremely weird stuff happening. I just gave up though and the problem fixed itself.
 
Hi Zarathustra

The response you received from our call center agent is correct.

When we moved over to our IPC network earlier in the year we found that one of our biggest challenges was diverse DNS settings on client machines, which effectively broke the clients connectivity. We therefore made a decision not to communicate DNS addresses to customers and to enforce the policy of doing all setups using dynamically assigned addressing, which provides us with a lot less headaches in terms of possible future network configuration changes.

I'm not sure why you would have encountered the problem you did yesterday, however as a general rule it would be preferable if you did not use custom DNS solutions when connecting to our ADSL network as we cannot guarantee what the experience will be and our agents are not geared up to support you in this regard.

Thanks
Will
 
Greetings Will-Of-MWeb-Operations,

Thanks for the feedback.

What I find very frustrating is being told that there wasn't a problem, when there clearly was. What I did have, is a functioning Telkom ADSL line, a reliable router, a running computer, the best power that Eskom has to offer & an MWeb ADSL username & password. What I didn't have were viruses, no ADSL line filter and never had or functioning DNS (even using DNS servers which I sourced from the WHOIS facility on CO.ZA from MWeb's own entry http://co.za/cgi-bin/whois.sh?Domain=mweb).

What your company has to learn is to be honest. If you are busy doing upgrades, network optimisation or whatever let me know. Tell me, "Our network is unstable because we are testing this or testing that. We are trying this or trying that in order to provide a better user experience." I will understand, just don't lie to me, keep me in the dark, ignore me or tell me to attached a POTS filter to my ADSL line to resolve a DNS issue.

But thanks anyhoo and have an awesome day!?!
 
Our ISP's would do well to have a single scrolling network status text on their front-page.
Wait, let me rephrase that: Our ISP's would do well to have a single scrolling HONEST network status text on their front-page.

But, I have given up hope in general.
 
Now hold on a minute....

I am not a computer whiz kid, BUT I was on the phone to the technical help desk a few days ago when i couldn't connect to news servers.

After 3 calls and abbout 30min of troubleshooting, i was told by a lady that my PC was faulty because when i put some figure into my DNS settings, news servers magically connected... she was adamant it was my PC and told me to take it in for repairs.
NOW, i all of a sardine remembered that i upgraded to Windows 7, and i am quite sure (to lazy to go check now) that the DNS will be set to "Automatic"

Yes, No? Was i being lied to???

What does putting figures into the DNS instead of auto do to the connection?
 
So you're expecting the first line guy at the Tech Support Desk to understand all the custom variations of DNS settings there may be.

I think Mweb are right to use the automatically push out DNS Settings, then they're only dealing with 2 or 3 servers, rather than 20 or 30, most of which THEY have no control over.
 
ToxicBunny said:
So you're expecting the first line guy at the Tech Support Desk to understand all the custom variations of DNS settings there may be.

I think Mweb are right to use the automatically push out DNS Settings, then they're only dealing with 2 or 3 servers, rather than 20 or 30, most of which THEY have no control over.
Click to expand...

I assume you're adressing the poster...
 
Adrenalin said:
Now hold on a minute....

I am not a computer whiz kid, BUT I was on the phone to the technical help desk a few days ago when i couldn't connect to news servers.

After 3 calls and abbout 30min of troubleshooting, i was told by a lady that my PC was faulty because when i put some figure into my DNS settings, news servers magically connected... she was adamant it was my PC and told me to take it in for repairs.
NOW, i all of a sardine remembered that i upgraded to Windows 7, and i am quite sure (to lazy to go check now) that the DNS will be set to "Automatic"

Yes, No? Was i being lied to???

What does putting figures into the DNS instead of auto do to the connection?
Click to expand...

Adrenalin I'm not sure if this is relevant but we do find that there are some odd Router/OS combinations that refuse to play ball without a DNS value specified on the IP settings of the OS. In those cases we usually recommend that the Router is configured to automatically retrieve DNS and that the router's IP is specified as the DNS on the PC.
 
Today I'm getting some DNS timeouts, which are adversely affecting my e-mail and browinsg.

When I ping both 196.28.80.139 and 196.28.80.140 I get timouts on 1 out of 10 cases.

Not good IMO...

Edit: Tracert indicates that the timouts are happening withing MWeb's network, not en-route from CT-Jhb:

Code: 
Tracing route to dns-vip2-ipc.mweb.co.za [196.28.80.139]
over a maximum of 30 hops:

  1     1 ms   <10 ms   <10 ms  home.gateway [192.168.1.254]
  2     6 ms     7 ms     7 ms  41-132-48-1.dsl.mweb.co.za [41.132.48.1]
  3    14 ms    13 ms    16 ms  196-28-178-166.adsl.mweb.co.za [196.28.178.166]
  4   101 ms   102 ms    99 ms  196.22.169.49
  5   121 ms   121 ms   120 ms  196.22.169.61
  6   122 ms   121 ms   121 ms  tengig-3-1.vic-core-sw1.mweb.co.za [196.22.169.66]
  7     *      119 ms   124 ms  dns-vip2-ipc.mweb.co.za [196.28.80.139]

Trace complete.
 
Last edited:
Hey, this is really weird. I don't have a single filter (POS filters?) in use yet there's not a single problem with my internet connection so far o.O There are 3 telephones in my house.

Should I still need to go buy filters?

Sorry for being a newbie.
 
Will@MWEB said:
Adrenalin I'm not sure if this is relevant but we do find that there are some odd Router/OS combinations that refuse to play ball without a DNS value specified on the IP settings of the OS. In those cases we usually recommend that the Router is configured to automatically retrieve DNS and that the router's IP is specified as the DNS on the PC.
Click to expand...

Yeah Will I understand (sort of)

The only issue i have is that your technical helpdesk agent was adamant that my PC was faulty and i must go take it in for repairs. Unfortunately i don't remember her name and fortunately i am not 'that' stupid to take my pc in for repairs when it was working fine beforehand. Lucky her.
 
If you can PM me the number you called from and approximately when it was we can retrieve the call recording. Don't feel guilty about 'getting someone in trouble' as it really isn't like that. What we'd ideally like to get out of this sort of feedback is for the person's team manager to go through the call with them, help them understand what went wrong and treat it as a development opportunity.
 
Gordon_R said:
Today I'm getting some DNS timeouts, which are adversely affecting my e-mail and browinsg.

When I ping both 196.28.80.139 and 196.28.80.140 I get timouts on 1 out of 10 cases.

Not good IMO...

Edit: Tracert indicates that the timouts are happening withing MWeb's network, not en-route from CT-Jhb:

Code: 
Tracing route to dns-vip2-ipc.mweb.co.za [196.28.80.139]
over a maximum of 30 hops:

  1     1 ms   <10 ms   <10 ms  home.gateway [192.168.1.254]
  2     6 ms     7 ms     7 ms  41-132-48-1.dsl.mweb.co.za [41.132.48.1]
  3    14 ms    13 ms    16 ms  196-28-178-166.adsl.mweb.co.za [196.28.178.166]
  4   101 ms   102 ms    99 ms  196.22.169.49
  5   121 ms   121 ms   120 ms  196.22.169.61
  6   122 ms   121 ms   121 ms  tengig-3-1.vic-core-sw1.mweb.co.za [196.22.169.66]
  7     *      119 ms   124 ms  dns-vip2-ipc.mweb.co.za [196.28.80.139]

Trace complete.
Click to expand...

Hi Gordon

There is an outstanding teething issue on the North South routing which I am keeping a close eye on. Our networks team expect to have a permanent solution for this very soon.

Kind Regards
Will
 
Will@MWEB said:
Hi Gordon

There is an outstanding teething issue on the North South routing which I am keeping a close eye on. Our networks team expect to have a permanent solution for this very soon.

Kind Regards
Will
Click to expand...

Thanks for the feedback, but rather disturbing. Just for the record, at 7.30 am when things are very quiet (32ms ping time), I'm still getting 4 out of 50 timeouts, so its not 'congestion' related AFAIK.

P.S. Sometimes I get a ping time of 700ms which is effectively as bad as a timout...

Edit: I'm also getting occasional timouts on sending e-mail. I don't know if this is related or not?
 
Last edited:
Bump. Any ETA on this problem?

I'm still getting 1 in 10 timeouts on pings to 196.28.80.140, and also smtp.mweb.co.za.
 
Hi Gordon

I need ti do a bit of :o on this one. Those boxes are virtualized and what you're seeing is not packet loss, its an intentional dropping of ICMP as built in flood protection.

**EDIT**

Please let me know if you have an re-occurrence of the email issue - We have been trying to replicate this from our test bench without success.
 
Last edited:
Just for the record, I've been having almost no DNS issues this week. However, the 3rd hop latency issue has been an ongoing nightmare (not MWeb's problem)...

Someone mentioned that there are new DNS servers, and indeed MWeb CT has 2 new servers:
196.28.182.20.cpt-ipcdns-v1.mweb.co.za
196.28.182.19.cpt-ipcdns-v2.mweb.co.za
 
Correct. Actually there is a new cluster in JHB as well and we completed splitting the smtp environment on Friday as well, all part of the ongoing efforts to load balance and create redundancy wherever possible :)
 
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