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Cloudflare silently deleted my DNS records

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Re: Cloudflare silently deleted my DNS records

#151

Post by petre »

Legogris wrote: post #36
throwawaydns101 wrote: post #10

DNS has become frighteningly unreliable. Here are previous stories that show how it is possible to lose access to your domain for no fault of yours: (1) https://news.ycombinator.com/item?id=21700139 - Sinkholed (2) https://news.ycombinator.com/item?id=19322966 - I lost my domain and everything that goes with it No different than this story where the author's DNS records were deleted because of so called "anomaly". He…

I looked into self-hosting DNS and it doesn't seem like that big of a deal as long as you can ensure uptime to be honest. If you set up the two first on different hosts and possibly have #3/4 being cloud providers I think you're pretty good. Does anyone here have experience with running their own DNS servers for their domains?

I've been self hosting for years. Currently using online.net secondary DNS service as my 3rd or 4th backup NS. They've lost my 10€/month box once (shitty cheap intel avoton hardware with everything soldered on I suspect) but the domain still resolved fine. I had backups and restored it in a day. You can also use a VPS image to self host DNS. Some providers offer automatic or manual snapshots. Hetzner comes to mind. They've annoyingly asked for a copy of my id card (welcome to Germany), but their services are fine.

Re: Cloudflare silently deleted my DNS records

#152

Post by awill »

andrewstuart wrote: post #125
jgrahamc wrote: post #83

This is being looked into internally and I am involved. Likely won’t post an update here as it pertains to a customer account (unless customer agrees). BTW If you, dear reader, ever find yourself so frustrated with Cloudflare that you feel like your only recourse is a blog post... my email is jgc@cloudflare.com and I’m happy to hear from people.

I've put this idea forward a number of times here on HN in regards to other big tech companies. Technology companies need an "ombudsman" - a contact that customers can go to when the normal tech support processes have failed. The Ombudsman must not be part of the technology companies ordinary support processes, it must be entirely separate, and have highest level authority to demand action within the company. To avoi…

This is a really great idea, but I don't think it's possible for this to not get overused for every little issue. Once it's overused, it becomes useless.

Re: Cloudflare silently deleted my DNS records

#153

Post by iotku »

p0sixlang wrote: post #129
subhro wrote: post #127

Earlier quoted context omitted.

This is a really nice idea. This already exists for some companies in the form of Twitter accounts. I doubt the people doing the typee-typee actually has any authority over business processes, or demand a change, but I think they at least have the business owners on their speed dial, vs normal support tickets. But having an email is far better.

I find this whole infrastructure, despite my taking advantage of it, to be very flawed. There're many customers who might have alarming issues, who never get attention because they're fearful to be perceived as a "Karen" for bitching on Twitter.

>they're fearful to be perceived as a "Karen" for bitching on Twitter.

On the other side of the equation sometimes I do want to complain for the sake of complaining without being harassed by some support account.

Especially hate getting obviously automated responses for daring to mention company names even if it would actually escalate to a human.

Re: Cloudflare silently deleted my DNS records

#154

Post by Swizec »

andrewstuart wrote: post #142
mpitt wrote: post #133

Earlier quoted context omitted.

jgc is not a "random" Cloudflare person ;)

My point is precisely that to me, "jgc" IS a random person. How the heck do I know who this person is. It shouldn't matter, and it should not be required, that someone "known and important" within an organisation decides to start doing hands on tech support in social media following a PR disaster. If "jgc" is actually someone important within this company then maybe after fixing this issue, they can then go fiox thei…

It’s the CTO according to their HN profile ;)

Re: Cloudflare silently deleted my DNS records

#155

Post by JungleGymSam »

graiz wrote: post #126
iudqnolq wrote: post #94

Earlier quoted context omitted.

OP here. You can post updates with any relevant information. Probably goes without saying, but if the issue has to do with my billing or address please don't post specific details without asking me first. I will link to this comment from TFA for verification. (Edit: added to the bottom. If you need more verification you have my email.) Edit2: I see that the domain is back in my account and listed as "Pending Nameserv…

Maybe contact support first, figure out what happened and why before writing the blog post? Maybe it's a cloudflare issue, maybe it's an honest mistake, maybe they are bad at customer service... either way, it's not great to shame a company before you even open a support ticket or talk to someone to find out.

And maybe not too.

Re: Cloudflare silently deleted my DNS records

#156

Post by cmroanirgo »

andrewstuart wrote: post #125
jgrahamc wrote: post #83

This is being looked into internally and I am involved. Likely won’t post an update here as it pertains to a customer account (unless customer agrees). BTW If you, dear reader, ever find yourself so frustrated with Cloudflare that you feel like your only recourse is a blog post... my email is jgc@cloudflare.com and I’m happy to hear from people.

I've put this idea forward a number of times here on HN in regards to other big tech companies. Technology companies need an "ombudsman" - a contact that customers can go to when the normal tech support processes have failed. The Ombudsman must not be part of the technology companies ordinary support processes, it must be entirely separate, and have highest level authority to demand action within the company. To avoi…

Great idea.

Maybe it could be something that is given to someone when their ticket is closed (or maybe after the first tech response... it depends on the company/ corporate structure).

That way the ombudsman has something to work with, and would slow down the barrage that would occur by having a such a public contact point.

I'm never a fan of 'pay then get refunded' for something that's not your fault, and is entirely out of your control.

Re: Cloudflare silently deleted my DNS records

#157

Post by zymhan »

pmlnr wrote: post #106
johnklos wrote: post #101

Earlier quoted context omitted.

Perhaps, but Digital Ocean also host spammers / scammers and doesn't do anything about them when they're reported.

I don't see how this is relevant.

Then you probably shouldn't be recommending DNS providers.

Re: Cloudflare silently deleted my DNS records

#158

Post by inetknght »

Swizec wrote: post #154
andrewstuart wrote: post #142

Earlier quoted context omitted.

My point is precisely that to me, "jgc" IS a random person. How the heck do I know who this person is. It shouldn't matter, and it should not be required, that someone "known and important" within an organisation decides to start doing hands on tech support in social media following a PR disaster. If "jgc" is actually someone important within this company then maybe after fixing this issue, they can then go fiox thei…

It’s the CTO according to their HN profile ;)

You're missing the point. It shouldn't be necessary for someone to know who's-who in order to get things resolved.

Re: Cloudflare silently deleted my DNS records

#159

Post by jlgaddis »

PopeDotNinja wrote: post #105
iudqnolq wrote: post #85

Earlier quoted context omitted.

Thank you. Looks like I'll just have to pay more. Any recommendations for a registrar?

Hurricane Electric has a pretty solid free DNS offering. I've been using it for like 10 years. https://dns.he.net/ I haven't needed to talk to them much, but one time I tried to add a .ninja domain, and there backend wouldn't handle it. I emailed them to report the problem at 4:49 p.m. I got an email at 7:09 p.m. the same day (2 hours 20 minutes later later) asking me to try adding it again. [1] When a free service f…

Also, HE DNS will "secondary" from your own server.

For example, you can run your own DNS server on a VPS or something, and HE will AXFR the zones from your VPS and serve them authoritatively.

This allows you to run a hidden master, for example, which I can imagine some HN folks being interested in.

Re: Cloudflare silently deleted my DNS records

#160

Post by sbarre »

briandear wrote: post #140
andrewstuart wrote: post #125

Earlier quoted context omitted.

I've put this idea forward a number of times here on HN in regards to other big tech companies. Technology companies need an "ombudsman" - a contact that customers can go to when the normal tech support processes have failed. The Ombudsman must not be part of the technology companies ordinary support processes, it must be entirely separate, and have highest level authority to demand action within the company. To avoi…

> Technology companies need an "ombudsman" - a contact that customers can go to when the normal tech support processes have failed. All companies should have that!

This sounds nice in theory, but you know that tons of people would just go straight to the ombudsman, thinking they can jump the support queue or bypass established process.

The "shit filtering" workload would be tremendous..

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