Live Chat [resolved]

[cptbob123]

So, I have to change our mail provider. Our current loop is:

DNS >>> MX >>> MAILSERVER
Hostgator >> Messagelabs >> Hostgator.

In simple our MX records are setup to send our mail to "messagelabs" who scan our mail and send it to an IP address (which we have chosen to have as hostgator)

I no longer want to use messagelabs so would like to change the MX to the local server. The problem is, I don't want downtime.

I have found countless information on the internet that suggests I can do this, as if I change the MX it will either send to the old server or the new server (it wont bounce as there is something in the DNS). I went on livechat to find out and hope they could confirm what I had read:

The first part of the chat had already annoyed me!

My subject was: MX records I believe

(3:10:43 AM) Mycah Tu: has entered the chat.
(3:10:45 AM) Mycah Tu: Welcome to HostGator Live Chat, how may I assist you?
(3:11:10 AM) Mycah Tu: I'm sorry - You do not have access to make that change. Please send all of your record change requests to support@hostgator.com and our administrators will make these changes. You can only have access to the DNS zones on a reseller account. You must upgrade to Reseller to have that access, or you can let our server administrators make the change. We are very careful making DNS changes, as they have a critical effect on your account.
(3:11:11 AM) Mycah Tu: Is there anything else I can help you with?
(3:11:39 AM) Tob y: Mycah, what are you talking about? I haven't even spoken?
(3:12:11 AM) Mycah Tu: You were asking about Changing a mx record correct?
(3:12:34 AM) Tob y: Yes, but 1. you didn't hear me out, and 2. I have a dedicated server!!!!!!!!!!!
(3:12:46 AM) Tob y: So what makes you think I don't have the right access?
(3:13:49 AM) Mycah Tu: Sorry about that Toby, my mistake
(3:14:43 AM) Tob y: My question is simple, so please let me ask it. I have my MX record pointing at a server, I want to point it to hostgator, so will make the apprioriate changes, whilst the change is happening accorss DNS will it just go to orig server, or the hostgator one. I want to make sure I don't loose mail.
(3:14:47 AM) Mycah Tu: Normally this time of night I don't see many Dedicated customers seeking advice, that was a snap judgement on my part.
(3:15:09 AM) Tob y: Its 9am in the UK.
(3:15:18 AM) Mycah Tu: 3:15am in Texas.
(3:15:31 AM) Mycah Tu: And it'll go to the Hostgator Server.
(3:15:55 AM) Tob y: Yes but during the DNS progation, it'll just go to one ot the other yes? I won't loose any?
(3:16:01 AM) Tob y: or get mail not delivered?
(3:16:21 AM) Mycah Tu: It'll bounce back to the sender
(3:17:37 AM) Tob y: At what point will it, when I change the MX surely any mail will see the old value or the new value, and as such will send it to the existing or new server. Why would it bounce?
(3:18:56 AM) Mycah Tu: After you make then changes
(3:19:02 AM) Mycah Tu: It'll bounce then
(3:20:10 AM) Tob y: How long will it bounce for as I was under the impression that as its DNS, it would just propogate and slowly deliver the new settings to the servers. But until that time, the old settings are still in place.
(3:20:29 AM) Mycah Tu: Up to 72 hrs
(3:20:56 AM) Tob y: Is my above assumption incorrect then? it will bounce and not just hold onto the old settings?
(3:21:03 AM) Tob y: I need you to be 100% sure of this
(3:21:21 AM) Mycah Tu: It'll just bounce back.
(3:25:33 AM) Tob y: Is there a way to do this without loosing email then if your sire itll bounce
(3:26:07 AM) Mycah Tu: I'm afraid not
(3:26:30 AM) Tob y: Secondary MX records?
(3:26:55 AM) Mycah Tu: The would still have to propagate
(3:27:15 AM) Tob y: Yes, but it doesnt all go down while propgating...
(3:28:29 AM) Mycah Tu: No, it does
(3:28:53 AM) Tob y: If i add a secondary MX record to my DNS all mail will cease to send?
(3:29:39 AM) Mycah Tu: Yes.

[GatorDHanna]

Hi Toby,

I apologize that you were given incorrect or confusing information. During propagation, email will go to one or the other -- it should not bounce back. Which server it goes to depends on what the server sending the email has cached, but it should be delivered one place or another without downtime.

We are going to talk to the representative you spoke to and ensure that he knows how this process works and what to do if he is faced with a similar question in the future. I'm sorry that this was observed on your time, but hopefully it will not happen again.

If you need help getting the issue resolved, please let me know. If you want to email our support team with the details and provide me with the ticket ID, I will ensure that one of our senior administrators reviews the ticket and answers your questions.

Thank you again for your patience and understanding.

[cptbob123]

Douglas

Thanks.. Working in the support environment myself, I have always thought that wrong information is more deadly then no information.

I did the propgation last night, and as suspected there was no email bounce!

Thanks for the reply, you can mark this as resolved.

Hostgator still offer good support in the whole, and its nice to see that livechat sometimes takes the time to do above and beyond when usually you should send a ticket in.

Where possible I am rating all my livechats. Not sure if you really monitor them. But I hope so.

Thanks again

[GatorDHanna]

Thanks for the update. I'm glad to hear that you got your issues resolved and that the email did not bounce.

We actually do monitor our live chat ratings very carefully. They are one of the key metrics we use to determine employee performance, so your honest feedback is both welcomed and appreciated.