Customer service refuses to help

[CommEcon]

The customer service refuses to adequately address my problem.
(See attachments:  Premium Support1 and 2 PDFs)
Instead he / she insist lecturing me. Therefore I'm forced to dump my problem here
hoping that someone from the iFastNet staff will see it and take charge.

My original problem was sent to the support stuff with the following text:

1. "xn--vilagszabadsag-ebbi.hu" has become unreachable.

2. "bal.hu" can not be added to your nameserver (ns1083.ifastnet.com).
The Hungarian registrar "versanus.eu" claims, that it doesn't meet the technical
requirements to host a ".hu" domain name and sent us the following error
message:
M-GREET I [bal.hu] Domi version 20220219 at 2024-12-29.10:58
M-STA I [bal.hu] Starting from: ns1083.ifastnet.com
M-NADD I [bal.hu] NS addr: 185.27.133.18
M-PNAM I [bal.hu] NS name: ns2083.ifastnet.com
M-PADD I [bal.hu] NS addr: 185.27.133.19
M-SOAER E [bal.hu] syntax error in SOA record: root.localhost.

Since "xn--vilagszabadsag-ebbi.hu" has worked just fine in the past, we must
assume, that the error is indeed on your side. Please correct the error
urgently. Our hosting service at Versanus expires at the end of the year.

 

(See the other attachments.)
 

Premium Support1.pdf Premium Support2.pdf

[TinkerMan]

First things first, you were incredibly rude to the support agent who tried to help you. If you do the same to ANYONE here, we will stop responding to you and report your posts as rude and personal attacks. 
 

 

Now for your issue:

 

xn--vilagszabadsag-ebbi.hu Does not appear to have nameservers defined on it, so that makes complete sense why it’s not resolving. Also, xn--vilagszabadsag-ebbi is an invalid punycode domain, so I’m not even sure if you have the right domain at all. 
 

To add the domain to cpanel, follow the instructions the support agent gave you:

Ensure you DETICK the share document root option, then a DNS zone will be created in the server for it. And then your domain registrar should
allow the Name Servers to be updated.

If you have questions, ask them, but don’t be rude. 

[CommEcon]

Thx TinkerMan for your quick reply! 🙂

I may have been impatient, maybe even upset but I don't think I was rude.
And I became impatient and upset because he/she didn't address the core of the problem: the syntax error in the SOA record.

FYI:
1. "xn--vilagszabadsag-ebbi.hu" is a legitimate domain name in Hungary, where domain names may be registered with accented characters.
Normaly it reads "Világszabadság". So if someone enters www.világszabadság.hu in the browser, he/she will end up being on the
page that is translated for the nameservers as "xn--vilagszabadsag-ebbi.hu".
This domain name has been registered at versanus.eu (a Hungarian registrar) and was put on my account at IFastNet as an addon
domain after deticking the share document root option. It worked fine for many years, but now it shows only "error".
(See please: xn--vilagszabadsag-ebbi.hu.png and cPanel3_xn-vilagszabadsag-ebbi.hu)
I made a typing error, but that should not have prevented the support agent to go directly to the heart of the problem.

2. "bal.hu" has been registered also at versanus.eu and was hosted there for more than 10 years. Now we decided to move it
to IFastNet. So I added it to my domains and followed the instructions in the KnowledgeBase
(https://kb.ifastnet.com/index.php?/article/AA-00283/12/Premium-Hosting/Domains-DNS/Add-a-Domain.html) to the letter,
including deticking the share document root option. Then, as required, I entered the new nameserver data on versanus.eu and
punched send (KÜLDÉS). See: bal_versanus.png
After several futile attempts I protested and Versanus immediately tested it and informed me about the error:
M-GREET I [bal.hu] Domi version 20220219 at 2024-12-29.10:58
M-STA I [bal.hu] Starting from: ns1083.ifastnet.com
M-NADD I [bal.hu] NS addr: 185.27.133.18
M-PNAM I [bal.hu] NS name: ns2083.ifastnet.com
M-PADD I [bal.hu] NS addr: 185.27.133.19
M-SOAER E [bal.hu] syntax error in SOA record: root.localhost.
The customer agent didn't react to this part of my complaint at all.

Versanus claims that this is a technical (configuration) error of the IFastNet nameserver. Since világszabadság.hu stoped working
too on the same nameserver, this seems to be a plausible explanation.
So in essence this is the problem that should have been addressed right away, not my typing error.

Thank you in advance for any assistence you can offer. 🫡

[Wizacr]

Edit: your image shows the same nameserver listed twice, both ns1083.ifastnet.com.

Make sure you are using two separate nameservers, if you are continue reading.

 

This issue appears to be a mix as best I can tell.

The problem is likely that your domain registrar wants the SOA record setup correctly, in this case ifastnet has them set as root.localhost, but the first line should be a contact email address hence why the registrar kicks you back.

 

This is not atypical practice but it is not standard for all registars, this would be my assumption as to why there's confusion.

 

With this said, as it's not an issue outside of your particular instance, I'd wager a correction is not likely.

I would seek help from the registrar to see if they'll override this for you.

If all else fails, unfortunately my only guidance could be to setup an NS record of your own pointing to Ifastnets particular IPS and maintaing them, or reach out to other registrars that might help.

Edited December 29, 2024 by Wizacr

[TinkerMan]

4 hours ago, CommEcon said:

xn--vilagszabadsag-ebbi.hu" is a legitimate domain

No, it’s not. A simple internet search can confirm this. 
 

4 hours ago, CommEcon said:

Normaly it reads "Világszabadság"

If that’s your domain name, the correct punycode domain is “xn--vilgszabadsg-ebbI.hu”. That’s not the same as what you shared. 
 

As the support agent told you, spelling is very important. If you mis-spell your own domain name, that’s on you, nobody else.

[CommEcon]

Thanx both of you Wizacr and TinkerMan for your efforts.

 

9 hours ago, TinkerMan said:

As the support agent told you, spelling is very important. If you mis-spell your own domain name, that’s on you, nobody else.

Yes you are right. I indeed misspelled it in my ticket. The screenshot shows however, that in my domain index the correct version is present.
And since it has worked correctly before, the dilemma why it doesn't do now, still remains. Which leads me back to the SOA assumption.
 

10 hours ago, Wizacr said:

Edit: your image shows the same nameserver listed twice, both ns1083.ifastnet.com.

Make sure you are using two separate nameservers, if you are continue reading.

 

This issue appears to be a mix as best I can tell.

The problem is likely that your domain registrar wants the SOA record setup correctly, in this case ifastnet has them set as root.localhost, but the first line should be a contact email address hence why the registrar kicks you back.

 

This is not atypical practice but it is not standard for all registars, this would be my assumption as to why there's confusion.

 

With this said, as it's not an issue outside of your particular instance, I'd wager a correction is not likely.

I would seek help from the registrar to see if they'll override this for you.

If all else fails, unfortunately my only guidance could be to setup an NS record of your own pointing to Ifastnets particular IPS and maintaing them, or reach out to other registrars that might help.

I noticed that mistake myself yesterday and corrected it by adding both ns1083.ifastnet.com and ns2083.ifastnet.com
and I tried it again with my registrar. Maybe it works.
I also contacted my registrar and forwarded him your suggestions. He is a helpful Ukrainian guy who lives since 15 years in Hungary,
so I hope he will help.
Is there an easy tutorial how I set up and maintain an NS record?
I'm not a professional. I do this whole hosting stuff privately for NGOs, who can't afford their own hosting.
Both Világszabadság and BAL are such NGOs and I expect an other one Eszmélet to join them soon.
So I want to be prepared to solve such problems.
I'm also 66 and retired. Therefore I will value all the help I can get at the information level from you guys.
 

[Wizacr]

9 hours ago, CommEcon said:

Is there an easy tutorial how I set up and maintain an NS record?

This should be a last resort only.

Maintaining your own NS record for Ifastnets server would require you to be consistently up to date with their DNS servers IPs, they hardly change but when they do you'd have to manually update yours, this can cause a large amount of downtime.

There are methods to automate this but I won't be covering this due to complexity in setup and how your records will be stored.

 

As far as how to set them up, it depends on registrar.

An NS record is nothing more than a typical A record, this will satisfy most registrars, however some will require them to be "global" or "registered nameservers" depending their language used.

If this is required you'll have to check with your domain registrar on how to set them up, be aware that it may require the purchase of another domain.

 

My suggestion, refrain from this method unless deemed absolutely necessary by your registrar. Communicate consistently with your registrar as you're more likely to solve it with them. Ifastnet is less likely to be helpful in this situation.