This morning, we have received a call from one of our customers informing us that all of their 42 office location that utilize Bell business Internet service are hard down and are without internet access. A phone call into Bell’s support revealed that Bell Canada had decommissioned the following DNS servers:

198.235.216.134

198.235.216.135

While Bell’s representatives claim that they have notified individual site contacts, we could not find any evidence to back their statement. On a contrarily, having connected with several sites, we realized none of them received any communications from Bell Canada. Sadly, both primary and secondary administrative and technical contacts where ignored and did not receive any communications.

To rectify the issue that affected nearly 500 employees, we advised our customer to quickly switch to an open DNS provider such as Google ensuring that normal business operation is resumed as promptly as possible.

Lessons Learn

Bell is a large organization that lacks willingness to connect with its customers. We all make mistakes, and seldom admit it. In that respect, Bell is no better or worth, however, thousands of businesses depend on your organization to contact business transaction and/or deliver services to their clients, when managing change, all it takes is common courtesy.

Would you trust your service provider? The short answer is “Yes” because you chose to do business with them based on your criteria. But if you can’t trust them any longer, there are many other companies out there who appreciates your business and will provide you with solid and courteous service.