BT DNS cache issue - users cannot access our website

[PaulineGV]

Hi all,

I work with Thorndown website (https://thorndown.co.uk/) and we recently updated their DNS to point to a new site on a different server.

This operation was done 12 days ago and we’ve noticed a subset of traffic is still seeing the old website - all of these customers are on either the BT network. No other ISP is affected as far as we can see.

It looks like BT are not refreshing their cache for the DNS records for our website. For reference, this post seems to refer to the same issue: https://community.bt.com/t5/Home-setup-Wi-Fi-network/BT-DNS-Cache-Issues-for-our-website-Users-canno...

Is this something BT can help with as a matter of urgency? This is now affecting our website performance and therefore our whole business. 

Kind regards

[PaulineGV]

Just adding that a few customers still seeing the old site have complained that they can't complete their orders - they are all on the BT network.

Please could you help? 

Regards

[RyanJames]

Hi Pauline

Hope you are well! Very sorry to hear you are having these issues! I have sent this post off to one of our 2nd line agents to advise - once I have a reply I will make you aware of that. Hopefully there is a simple enough solution for all of this!

Regards

Ryan

[RyanJames · Accepted solution]

Hi again Pauline

I have PMed you in relation to this one - as sheer luck would have it the agent I contacted actually has dealt with this one. I've sent you an update via private message.

Regards

Ryan