Is OpenDNS Support working?

[Anonymous]

I raised a ticked on 9th May 2020 and still not had any reply. I got the "Network Already Exists." message when trying to register my IP address. I think many years ago I had tried OpenDNS and have no idea of the email or passwords I would have used.

Following the FAQ, it said to email Support with my email address and my IP address and they would delete the previous entry. But I've had no response from Support.

Is OpenDNS support usually this bad or are they not working at present?

I actually sent 2 requests, one by email and the other in the portal online, but not had any response to either.

[rotblitz]

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.

[rsh27892]

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

[rotblitz]

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

[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.

[rotblitz]

"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.

[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.

[rotblitz]

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

[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. 

[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.

[aamicus]

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

[rotblitz]

What?  I don't understand.

[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).

[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.