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majjaz42's profile

Visitor

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6 Messages

Wed, Sep 9, 2015 9:00 AM

Domain Transfer never gets past CNAME step

I've been trying to setup a domain I already own to work with Comcast off and on for the last couple months.

 

Following the instructions on the website, I chose "Transfer a domain" from the "Setup a domain name" page, and then created the CNAME entry on my existing DNS zone through my registrar. Days (in some cases, weeks) go by, and the process never completes. I've been able to perform a DNS lookup against my domain and the CNAME record is recognized, so I know the DNS zone record is behaving properly.

 

I'm out of ideas. Suggestions?

Responses

Accepted Solution

Visitor

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6 Messages

5 y ago

So it took them a week before they got around to my ticket. Got a call from tier 2 hosting support, apparently in all of the run-around and rigmarole from last week no one bothered noting the domain name I was trying to get set up in any of the ticket notes. Furthermore, the customer portal apparently wasn't bothering saving my domain name information either; the guy had me submit the transfer request again, and sure enough the information isn't being saved. So he took down the domain name from me and said he'd take care of it.

 

About 20 minutes later, the domain finally showed up on my customer portal, and I now have the ability to set up email boxes and a website for my domain.

 

Comcast... seriously. You need to either fix your automated system, or switch the domain transfer process back to a simple work ticket request that gets submitted to tier 2 hosting.

 

tl:dr

If you're having trouble getting your domain tranfsered, you'll need to call Comcast support to get someone in tier 2 hosting to perform the transfer manually.

New Contributor

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19 Messages

5 y ago

This seems to be a common problem without a solution on our end. Support from comcast would be nice

Visitor

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6 Messages

5 y ago

Issue resolution, attempt 1:

 

Called in to Comcast, got transferred to tech support. Dude first tells me that I have to call Microsoft because it's a problem with Outlook. When I tell him it's an issue with DNS, he then tries to tell me that it's an issue with my modem because "it's a customer owned modem, not one leased by Comcast." Tried to explain to him that it has nothing to do with my equipment and that I need to talk to someone who works with DNS, he says... something (heavy Indian accent), tells me to have a nice day and hangs up.

New Contributor

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19 Messages

5 y ago

little tip i heard from a local tech guy. call in the morning and you won't be offshored.

Visitor

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6 Messages

5 y ago

Issue resolution, attempt 2:

 

Called into Comcast, got transferred to tech support. Explained my issue to a native English speaker, got transferred to hosting support. Explained my issue again, got transferred to hosting support tier 2. Explained my issue again, apparently I'd gotten transferred to west coast hosting support when I needed mid-west hosting support, got transferred again. Explained my issue again, only to find out I'd gotten transferred to billing (apparently this had happened to the guy in billing quite a bit today). Got transferred back to tech support. Explained my issue again, and finally got a ticket opened with tier 2 hosting support to get this issue resolved.

 

Now, to help anyone else that might be bouncing around the Comcast forums looking for some help, take this number down: 866-856-7150. If I understood it correctly, this is the direct call in number for tech support, and will save you from bouncing around the clunky main line system.

 

Assuming you've got your CNAME record correctly configured on your DNS zone file, apparently the only solution to this problem is to have their tier 2 hosting support group perform the update on Comcast's side manually.

 

Oh, and bring some whiskey with you before you sit down to call. You'll need it. Smiley Frustrated

New Contributor

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19 Messages

5 y ago

and let me get this straight for everyone with this problem. if you can run "dig" and resolve the alias (especially on a web based dig tool) the problem IS NOT YOU. comcast's automated script to detect the propagation of this dns change just plain old doesn't work.

Visitor

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6 Messages

5 y ago

... I was also told that it generally takes 24-48 hours for the changes to take effect (which is typical for DNS changes). I'll try to remember to come back and update the thread as to whether or not the attempt was successful.

New Contributor

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19 Messages

5 y ago

Score. I'm so glad someone actually went through the exercise of calling (I can't stand doing that unless it's an emergency just like I hate going to the airport). And that DNS propagation time thing is certainly true but it's annoying when you can confirm it's working (across the entire world no less) and Comcast says it's still failing. Cool that you can actually escalate and get a tech to do it manually.

 

Thanks for the update and number!

 

And hahahaaa the warning on my earlier version of this ----> ("You used a bad word in the body of your post. Please clean up the body before posting")

Frequent Contributor

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36 Messages

5 y ago

It's broken for me too.  Comcast is querying for a CNAME on mydomainname.tld, not THECODE.mydomainname.tld, so of course it doesn't work.