Since OpenDNS never replies to me

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  • Avatar
    rotblitz

    "I am only allowed 50 blacklisted and whitelisted sites. I need a lot more than that."

    Why?  You must be doing something wrong.

    "I ended up buying a Kibosh router... I bought a Netgear Nighthawk..."

    Don't buy any new routers.  This won't help with OpenDNS.  It doesn't work on your router, but is a service in the cloud.

    "i have found MANY sites that are NOT categorized."

    Didn't you submit them here?
    https://community.opendns.com/domaintagging/submit/

    "I get a security error."

    See https://support.opendns.com/hc/en-us/articles/227988767

    "It also will not load our iCloud email."

    Do not block the webmail category.

    To be able to help, I need more information.
    Copy & paste the complete plain text outputs of the following diagnostic commands to here:

    nslookup -type=txt debug.opendns.com.
    nslookup whoami.akamai.net.
    nslookup www.exampleadultsite.com.
    nslookup www.twitter.com.

    Also, post screen shots of what you have blocked with your settings, what categories and what individual domains.

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    bamellis

    I do not block webmail.

    Is used openDns two years ago and was getting veru frustrated because even though my boys were unable to watch pornographic videos they could still see the images and they saved them on their computers. A friend recommended I use a Kibosh router because it would block everytjing including the images. It did although over the course of two years they managed to find about sites that were uncategorized....most from other countries. I blacklisted them. The kibosh router does not use opendns but it is better blocking. Unfortunately, They use a router that is slow and sucks. IT always drops out. I replaced the crap router with a netgear nighthawk. I am aware that I can submit uncategorized sites to open dns and I plan to but in the past they were not immediately blocked so I want them blocked Immegiately.

    Will check the link about the pages not being secure.

    About blacklisting, you tell me. I was entering them in and at 50 it told me I had reached my limit. I opened 3 support tickets and I have STILL not heard back.

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    bamellis

    I should add the the first support tockeg was several days before I bought the router becauae I was planning to buy it and I wanted to ask if I could have more blacklists.

    The second was when I bought it and it stopped me at 50 blacklists. I waited three days and while sites were not workkng and contacted netgear hoping they could help. They told me to change dns servers. Finally I had to try again and this time I also posted in the community. I still have not had a reply to my veey first support ticket or any others and the first was over a week ago. Two years ago i woukd hear back within a day or two but now nothing. Pretty annoying!

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  • Avatar
    mattwilson9090

    @bamellis You said you have paid for OpenDNS ... which OpenDNS product did you subscribe to? I think OpenDNS has gotten more strict about allowing exceptions to the numbers of blacklist and whitelist entries they allow now that they have the Umbrella line of products which so far as I know allow an essentially unlimited number of entries in those tables.

    Or did you just buy a Netgear router with LPC (Live Parental Controls)? That is a completely different product, even though it uses OpenDNS to provide some of it's functionality. I'm not sure what they do with that regarding numbers of entries since I don't use that product.

    You opened 3 separate tickets, one of which was basically a sales question, not a support issue? Have you been updating those tickets as well, such as requesting status updates? If you are, don't. OpenDNS staff have said many times in here that if someone opens their ticket before they respond to it, the system treats it as a new ticket and pushes it to the bottom of the pile. Since I"m not sure which OpenDNS product you are using I'm not certain what the turn around time is supposed to be, but for the free OpenDNS Home product they say it can be 3 business days, perhaps longer if there are a lot of issues. I think it's the same way for LPC. The other paid products are supposed to have faster response times, and more dedicated ways to contact support.

    Did you receive an automated email when you opened any of these tickets? You should have, along with a ticket number. Use the provided link to look at the status of the tickets. That might provide a better idea of what's going on. But do not update them.

     

    Finally, a member of this community offered to help you figure out what is going on, but he cannot do anything until you provide the diagnostic information he asked for.

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    bamellis

    OpenDNS deluxe is what I paid for it was $19.99 or something like that. The first support ticket was asking if they allowed more than 50 blacklist. In the past they gave me more when I hit the limit. I also asked if they had a way of blocking images yet. The first ticket was several days before I bought the router.,I was hoping for a reply but nothing. I may be dumb but I have no idea how to update a ticket that I have not got a response on. II then sent the next when I could no longer add blacklisted sites. It said I met my limit although I paid for a subscription. I waited and nothing. I work from home and https sites are being blocked saying that pages are not secure. Today I was attempting to connect to a site and it did nit work. It is not my business but my employers computer and that is not acceptable. I had to completely disable parental controls in order to connect therefore giving my boys all day access to porn. DO NOT LIKE THAT!!

    Yes, I saw that someone is offering to help and I will post the diagnostics. I had a lot going on today and I am finally getting around to checking it out.

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    bamellis

    Ok I may be slow but I am unsure where to do this diagnostic.

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    bamellis

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    mattwilson9090

    @bamellis You probably should have waited to hear from someone before ordering the product to find out if they would waive their policies. Just because they did years ago is no guarantee that they'll do so today.

    As for your question about blocking images, no, no version of OpenDNS can do that. It is a DNS based product, and as such the only data OpenDNS receives back from you is a DNS query. They know nothing about sites, pages, URL's, content, videos, images, or anything else that isn't strictly and only a domain to be looked up. If you want to block images that show up on a webpage you need to block the domain or domains associated with the page.

    So, back to the questions (the ones rotblitz and I asked actually do matter, they provide information that we need to try to figure out the solution, if you don't answer them we only have a partial view of things and what we can do is very limited) I asked, did you actually receive an email that acknowledged the ticket when you opened it? How did you open these tickets? From the website?

    As for your mentioned about https sites being blocked, you need to follow the link that rotblitz pasted for you. That explains the situation and how to resolve it. I don't think either of us is going to paraphrase it for you when the answer has already been provided.

    You said you had to disable parental controls. Are you referring to LPC, the Live Parental Controls provided by some Netgear routers? Or are you just referring to OpenDNS in general as parental controls? If LPC a huge portion of your problem is that LPC and other OpenDNS products, including OpenDNS Home, Deluxe, or even Umbrella are incompatible. You have to choose one or the other, and use that. You can't use both types of products together, or at best you will receive inconsistent results. At worst you'll make your internet connection totally unusable.

    As for rotblitz diagnostic commands, you paste (or type) those into a command prompt, then copy and paste the results into here. As a poor alternative you could post a screen shot, but a direct paste is better.

    The screenshot you posted of your console helps, but you didn't include the domains you've blacklisted as well, so we can't tell if that in combination with the categories could account for some of the behaviour you described.

    Also, that screenshot indicates that your router is indeed capable of supporting LPC. Do you have settings configured at netgear.opendns.com as well? That is a part of the LPC that I referred to earlier, and if so is something you needed to resolve by deciding which service you want to use.

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    rotblitz (Edited )

    "OpenDNS deluxe is what I paid for it was $19.99 or something like that. The first support ticket was asking if they allowed more than 50 blacklist."

    Yes, this is the limit for the blacklist and whitelist each.  They probably will not increase this limit.  The service is now called OpenDNS Home VIP.  It is not compatible with Netgear LPC.  But you can use it with your Netgear router too, instead of LPC.

    Beside this, mattwilson9090 said it all.

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