HELP & ADVICE

MANAGED INTERNET ACCESS GUIDE

Frequently asked questions about your Managed Internet Acccess

What’s the Service Level Agreement (SLA) for DNS changes, requests for new domains and website provisioning?

We always try to make the changes you want as quickly as possible. And you are always protected by the promise we make in our SLAs. For DNS changes, requests for new domains and website provisioning, the SLA is five working days (Monday to Friday 9.00 to 17.30).

What happens when I want changes to my services?

If the change is mission critical, please include a date and time on your change form. If you can, please confirm by phone that the change can be made at the requested time. If you don’t give us a time or date we’ll make it at the earliest opportunity within the SLA. Please see the SLA for working hours that changes can be made within.

 

Pricing Installation Annual rental
Domain name +DNS Hosting (any TLD*) 30.00 30.00
Web space initial 50.00 50.00
Additional 50MB 50.00 50.00

 

* any top level domain (TLD) such as .com, .org, .co.uk, org.uk, etc

How long do DNS changes take to propagate?

You can generally expect any DNS changes to be on the internet within 24 hours.

What do I need to know about domain requests?

Domain names may be a maximum of 64 characters long and must start and end with a letter or a number. Internet conventions mean you can only use letters, numbers, the underscore and the dash ( - )character.

 

You need to send all your DNS requests (new domains, changes, transfer to or from Virgin Media Business) on a special form. We’ll send that to you if you email: domainmanagement@virginmediabusiness.co.uk.


Please fill in all fields unless marked optional. Incomplete forms will be returned and will delay the request until a complete form is provided.

 

Please send your completed form to domainmanagement@virginmediabusiness.co.uk.

How do I transfer domains to Virgin Media Business?

We know you don’t want to be tied up with DNS too much. So if you want your entries to remain as they are at present, we need a copy of the zone file from your existing host. (Sadly you have to do this yourself. We can’t ask for you.) Without this we can’t copy your existing DNS entries and you may lose some services as a result. Obviously, if you’re using completely new DNS entries you don’t need to do anything. Once we have a suitable entry on our name servers we’ll send you a copy for your approval.

 

You need to send all your DNS requests (new domains, changes, transfer to or from Virgin Media Business) on a special form, which we’ll send you if you email domainmanagement@virginmediabusiness.co.uk

 

Please fill in all fields unless marked optional. Unfortunately we have to return incomplete forms which could delay the request.

 

Please send your completed form to domainmanagement@virginmediabusiness.co.uk.

 

UK Domains ( ccTLD’s )

Once you have approved the DNS entry, you need to request your existing host transfers the TAG to TELEWEST (all in capitals). This is usually done by fax or email depending on the process your existing host provides.

 

When you change your registration agent, the domain name stays registered to the customer, but the company that provides you with the services linked to it (such as email or a website) changes.

 

Nominet will make a technical change that will switch your domain name from your current registration agent to the one you have asked to be moved to (changing of the TAG).

 

We have a 'Tag Holder Agreement’, which is the contract between the organisation nominet and us. Once the domain carries our tag we are authoritative registrant agent for that domain.

 

Non .UK Domains i.e.  .Com, .Org etc ( gTLD’s )

Once you’ve approved the DNS entry, you need to ask your existing provider to unlock your domain and request an authorisation code, which should be sent to us.

How do I transfer domains away from Virgin Media Business?

To transfer a domain away from Virgin Media Business to another provider we need the registrant owner of the domain to complete our ‘Transfer Away’ form.

You need to send all your DNS requests (new domains, changes, transfer to or from Virgin Media Business) on a special form, which we’ll send you if you email domainmanagement@virginmediabusiness.co.uk

Please fill in all fields unless marked optional. Unfortunately we have to return Incomplete forms which can delay the request until a complete form is provided.

Please send your completed form to domainmanagement@virginmediabusiness.co.uk

To transfer a UK domain away we need to have the TAG of your new Registrant Agent. With this TAG we can then change authority to them.

Non-UK Domains i.e.  .com, .org etc ( gTLD’s )
Non-UK domains are handled differently.

First, Virgin Media Business needs to unlock the domain. You then need to contact your new Registrar and have them request transfer from us. This is an automated function whereby an email is sent to the administrative contact on the WhoIs information. In some cases, this may be Virgin Media Business, but it can also be a contact within your own company.
 
You can find this information by carrying out a WhoIs search at: http://www.enom.com/domains/whois.asp

We need to be made aware of the new Registrar’s company name so we can authorise the transfer. Please also make sure that:
 

  • The current domain owner's (Administrative contact email) is valid and can receive the domain transfer request
  • The domain is in ACTIVE status. (Not on hold due to payment owed for a previous registration period ) |
  • Domain is a .com, .net or .org, .info, .biz, .us
  • Domain is at least 60 days old
  • Domain has not been transferred in the last 60 days
  • The existing Registrar does not have the name locked for either non-payment or at the end user’s request
  • Domain name is not in dispute.
  • You should also bear in mind that DNS entries are removed from our name servers 28 days after domains are transferred.

DNS changes

Please indicate on your DNS change form any changes to your DNS entry and also state if this is an addition or a deletion of an entry.
You need to send all your DNS requests (New Domains, Changes, Transfer to or from Virgin Media Business) on a DNS changes form, which we’ll send you if you email domainmanagement@virginmediabusiness.co.uk.

Please fill in all fields unless marked optional. Unfortunately we have to return incomplete forms which can delay the request until a complete form is provided.

Please send your completed form to domainmanagement@virginmediabusiness.co.uk.

To transfer a UK domain away we need to have the TAG of your new Registrant Agent. With this TAG we can then change authority to them.

Do I need to do anything about Name Servers?

We automatically provide free use of our Name Servers for domains hosted by us. If you need alternative Name Servers please indicate this on your DNS form.

Do I need to do anything about MX records and backup mail server?

MX records specify a mail server that all mail to your domain is sent to. We require the name of the server (i.e. mail.virginmediabusiness.co.uk ), the IP address and the Priority.

The Priority specifies which mail server is tried first when you are sent mail. The lower the number, the higher the priority. Standard practice is to use values of 10 working up - see the example below. The priority 10 entry will be the number one choice and, if it can’t be reached, then priority moves to the next highest number. In this case the Priority 20 entry.

 

Priority Server Name IP address
10 Mail.telewest.co.uk 192.168.1.99
20 Mail2.telewest.co.uk 192.168.1.100

 

It is important to have more than one mail server, to accept mail if your primary server is down. If you only have one mail server, we can provide a back up service to help you.


If there’s a breakdown, we’ll store your mail until your primary server is back in service. Once your primary mail server is working again, we’ll automatically send the emails to you at set intervals starting at two minutes and doubling until it reaches eight hours.

After this time the mail server will attempt to resend the mail every eight hours. If after seven days the mail has still not been sent due to your primary mail server still being down it will drop any mail older than seven days. You can ask for this service on your DNS change/request form.

 

Address or 'A' records

Address or “A” records map a hostname to its numerical IP address

 

Type IP address
www A 192.168.1.99

 

Canonical name or 'CNAME' records

A CNAME record makes one domain name an alias for another. They are used to allow a machine to be known by more than one host name as below:

 

Type IP address
home CNAME www.telewest.co.uk

What are Reverse DNS and PTR Records (Pointer Records)?

Reverse DNS (rDNS) is a way of resolving an IP address into a domain name, just as the domain name system (DNS) resolves domain names into associated IP addresses.

One of the applications of reverse DNS is as a spam filter. Here's how it works. Typically, a spammer uses an invalid IP address, one that doesn't match the domain name. A reverse DNS lookup program inputs IP addresses of incoming messages to a DNS database. If no valid name is found to match the IP address, the server blocks that message.

Reverse DNS (rDNS) /PTR Records are required if you are using a mail server on your site to send mail.

An example of a rDNS entry is for 194.117.133.136 which translates to mail2.cableinet.net which is an Virgin Media Business mail server.

For us to set up your rDNS we need to know the Public IP address that is assigned to your server and also the ‘A record’ it’s going to be assigned to.

When is mail forwarding available?

Mail forwarding is only available if you don’t have a mail server of your own and you send such small volumes of mail there’s little point in setting one up.

Unfortunately, we don’t have the resources to support customers who do operate their own mail servers using it as a ‘smart host’. This is where their mail server is configured to send all mail, regardless of the destination, to relay. So we’ve put a limitation in place to only allow a maximum of 100 emails a day.

Access to the mail server for forwarding will only be enabled if you fit into the above criteria.

 

You might also be interested in:

 
 
 
 

STILL NEED HELP?

Talk to someone at Virgin Media Business, report faults or view our online support services.

Customer care

Faults

Text us on 07480 639 012