mx problem. "customer service" is messing me around

[xlr9]

I first brought up this issue with "live support", then moved onto support@hostgator.com. Although there has been heaps of correspondence ev1 at hostgator refuses to provide a full solution / explanation for my problem, so I'm posting here, so you guys are accountable to work this problem out. I am on gator5 and when I try to change mx records for my domains, cpanel ignores my change (every time).

For example, the domain: "positive-feedback-mail.com" currently has the mx record "mail.gawab.com". I want to change the mx record back to "positive-feedback-mail.com". When I go through the process in >Mail>Modify Mail Exchanger your systems tell me "The MX entry for positive-feedback-mail.com has been changed to " [nothing] when it should say "The MX entry for positive-feedback-mail.com has been changed to positive-feedback-mail.com". A dns lookup confirms there is problem:

http://www.dnsstuff.com/tools/lookup...il.com&type=MX

I had the exact same problem when I tried to set the mx record to "mail.gawab.com" a few days ago. Your system fails to ratify ANY kind of mx record modification that I make (this is not an isolated incident).

Your support team have been able to make mx record changes when I email them, but they refuse to tell me why I cannot do it myself. When I ask, they ignore. It is immensely frustrating! Btw This is not a propagation issue.

(sorry about the negative attitude, but this is starting to really get to me!)

Please advise.

thanks

[xlr9]

is this a global problem, or is it just my account?

[Stef]

Hi,

I will ask Justin to check this internally with the Support team and ask them what exactly is the problem and how they managed to change it, but not you.

Do you have a reference of a support ticket (the number in the subject line of your mail correspondence with support)? That should make it easier to track some things.

I'm sure this will be clarified.

Stef.

[xlr9]

Originally Posted by Stef

Hi,

I will ask Justin to check this internally with the Support team and ask them what exactly is the problem and how they managed to change it, but not you.

Do you have a reference of a support ticket (the number in the subject line of your mail correspondence with support)? That should make it easier to track some things.

I'm sure this will be clarified.

Stef.

Thanks for the response. Here is the ticket number: #EIO-94797-246

[GatorJustin]

xlr9, I will do my best to get an acceptable resoution and/or explanation for you. Thank you in advance for your patience.

[xlr9]

Originally Posted by GatorJustin

xlr9, I will do y est to get an acceptable resoution and/or explanation for you. Thank you in advance for your patience.

thx. look forward 2 hearing back soon

I replicated the problem as well. Our system admin is looking into it and I will post an update once we have a solution/answer.

[xlr9]

Originally Posted by GatorBen

I replicated the problem as well. Our system admin is looking into it and I will post an update once we have a solution/answer.

I will watch this thread with anticipation

[xlr9]

Can you please change the MX on "ebay-success-recipe.com" to "mail.gawab.com". Please email me when this has been done (and feel free to email me to confirm that this is an authorized change if you wish). I really need to be able to make these changed myself, but I cant :-(

thx

[VPC]

Not that what I am going to say is the actual answer, but I have seen this at many hosting providers. It seems to be a cpanel issue and the fact that the hosting company points all their local servers to their own dns. cpanel can only accept the default mx entry on the account xxx.xxx.com and when you modify an mx record through the way you are trying to do so, it will not accept a new entry with numbers or funky characters in the name, heck I have seen it not accept xxx.xxx.xxx.com as well and truncate.

I cannot remember the specifics of what would work and what would not, it was very inconsistent, only that the support staff for the hosting company had to do it from root, which of course you will not have access to ever. It was very frustrating for me at that time as well because I was also not using the hosting providers nameservers. So any forms submitted by the local website were being delivered locally instead of the actual authoratative MX record on the internet. I have yet to find a host that can find an actual solution to this. A lot of bandaid fixes, but not an actual reseller solution.

The closest I have seen is for the hosting company to force the domains to look outside their network for authoratative MX on the domains I have had hosted with them therefore negating any MX settings set on the local hosted server or WHM. Hope this helps a bit, I will try to remember all the details if you need them.

Shawn

[xlr9]

It's a known issue. It's really annoying tho!!

http://forums.cpanel.net/showthread.php?t=21763

Can any1 elaborate on possible solutions?

[VPC]

can you post what the known issue is?

[xlr9]

The fact that mx records are (seemingly) "ignored"