Is OpenDNS Support working?

Comments

13 comments

  • Avatar
    rotblitz (Edited )

    Did you get an automated response with a case number?
    And yes, my tickets have all been responded to.

    Regarding your problem, you could try to obtain another IP address. Also issuing manual updates again and again from your browser may help. You need your login credentials for this.

    https://updates.opendns.com/nic/update?hostname=YourNetworkLabel

    Replace YourNetworkLabel by your dashboard network label.

    "no idea of the email or passwords I would have used."

    You check your e-mailboxes for old mail from OpenDNS.  Then you know the e-mail address.  Then you click the "forgot password" link at the login prompt to become able selecting a new password.

    0
    Comment actions Permalink
  • Avatar
    rsh27892

    Apparently Cisco has killed this product silently.  I have opened two tickets as well - no reply.  

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    What product has been killed?  I don't face any problems.

    0
    Comment actions Permalink
  • Avatar
    rsh27892

    It's been 14 days since I opened a ticket to add a network (error says already exists) - no response. I don't know what the SLA was/is, but it's effectively useless. I've used the service for years, but at the moment it's offline until my IP address frees up.

    0
    Comment actions Permalink
  • Avatar
    rotblitz (Edited )

    "It's been 14 days since I opened a ticket"

    Again my question from above: Did you get an automated response with a case number?  If not, enter the ticket again, because it was not logged.

    I've read a longer time ago that their SLA is 72 hours during business days (Mon-Fri).  But the queue can be longer with 90 million users.  This is a free service, and they have no duty to provide support at all.

    "add a network (error says already exists)"

    Did you follow my instructions above with manual updates to free up your IP address registration yourself?  Also, if you got a dynamic IP address from your ISP, you should be able to change it, else it would not be dynamic, but static.  You may want to call your ISP to see how you can change your IP address.  For example, I get a new IPv4 and IPv6 address at every single re-connection attempt.

    0
    Comment actions Permalink
  • Avatar
    aamicus

    i have raised 3 tickets now and the oldest one was 13 days ago and i have not had a reply to any of them! i have been getting the automated email replies with the ticket number but nod had any replies.

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    But you haven't seen my instructions above to possibly help yourself?

    0
    Comment actions Permalink
  • Avatar
    aamicus

    yes i have seen your instructions and they will not work.

     

    i have been given a static IP address. whoever had the IP address before me was also configured on opendns. i cannot add a new network or amend my current network with the new static IP as this needs to be done by opendns support people. if i was able to do this i would be able to potentially take control of someone else filtering settings buy adding their IP as my own. 

     

    i have asked my ISP for a new static IP and they have given me one, this new one is also listed as in use on the network. as a paying customer i should not have to "help myself" and 13 days and still no reply to a ticket is not good enough really. 

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    "your instructions and they will not work"

    Are you so sure?  Why this?

    "as this needs to be done by opendns support people"

    No, not necessarily.  You may be able to help yourself.  They introduced something years ago to allow fixing this issue in other ways.

    "if i was able to do this i would be able to potentially take control of someone else filtering settings buy adding their IP as my own"

    This is wrong and not possible.  OpenDNS allows only IP addresses where the updates are coming from.  And as you see, the update URL does not contain any IP address.  Your source IP address is being taken.

    Whatever, I have seen your comment in your other thread.

    "as a paying customer"

    What service are you using?  I was thinking you're using the free service.  For sure, if you got a paid service, you should deserve more prompt responses.

    0
    Comment actions Permalink
  • Avatar
    aamicus

    sorry bud, i am venting at you as if you work there / its your problem. i appreciate you help

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    What?  I don't understand.

    0
    Comment actions Permalink
  • Avatar
    rsh27892

    "What?  I don't understand."

     

    Honesty is the best policy. 

     

    Support is very slow.  My IP address was cleared about 20 days after I opened the first ticket.   Your mileage may vary (YMMV).

     

     

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    "Your mileage may vary (YMMV)."

    What?  What do you know about my mileage?  And what has it to do with OpenDNS ticket response time?  It seems you may think I'm staff, do you?  No, I'm just a user.

    0
    Comment actions Permalink

Please sign in to leave a comment.