DNS not resolving with SOME ISP's

Here's a problem I run into about once every couple of months and I have NEVER had a good answer, solution or resolve to this. Here's the scenario:


1. The hosting customer claims they can't reach their web site (no email, no FTP, co cPanel, no site) so they assume the server is down. (Can't blame 'em for that.)

2. We look and see that the server is NOT down and we can see via the Apache status report that others are connecting just fine...and of course, so are we.

3. After checking their firewalls, browser settings and all other obvious stuff - We ask the customer to contact their ISP to see if they can help them. Now, Here's the clincher....

100% of the time (not SOMEtimes, but EVERYtime), the ISP claims that the web hosting server (my company) is down - EVEN THOUGH we can clearly see that it is not and others are connecting to it just fine.

4. So the customer comes back with that and we start the communication loop all over again....telling them it's not us...then the ISP keeps claiming it is, etc. etc.


When this again happened today, the ONLY customer that could not connect to the server was going thru one specific ISP . That ISP tech said he could not reach the server either so , therefore, the server must be down - even though we told him other people in the same town on diferent ISPs COULD reach it - not to mention the rest of the world.

Here's my question (or complaint) ...Since it seems obvious to me that the ISP is wrong in this case (i.e.: if the server was down NO ONE would be connecting and I'd be rightfully flooded with suport tickets) ...then why is it that I have YET to find one ISP tech (in ANY company) that can see this??.

I have been hosting for 3 years - have a few thousand clients on about 15 servers and NEVER, I mean NEVER has one ISP tech ever seen this issue clearly.

They ALWAYS say the server is down in spite of the fact that others are connecting to it.

Does anyone have any answers? Or should I assume that there is no one working for any ISP in the world that is sharp enough to trouble shoot this??

I can only tell my customers that their ISP's are morons so many times. (I don't really say it that way , but...you know...in so many words...it's still true)

I don't get it. Do you?

Greg

 

 

 

 

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