Customer Support Response - Site Down

Customer Question: I am having trouble reaching my website http://customer-website.com/ from different networks. Are your nameservers working properly?

Response:

Hi there,

Thanks for reaching out. I’ve checked your domain settings and I can confirm that Cloudflare’s nameservers are operational and responding correctly worldwide.

Given that you're unable to reach your site but our nameservers are up I took the liberty to ensure the DNS configuration is correct on your side, which it is. I would then like to suggest that you test the DNS resolution and flush the DNS cache.

Please let me know if the issue persists, if so I'll be happy to dig deeper.

Regards,

Hugo Cabrita

Thought Process:

Given that the customer is unable to reach our DNS:

1. Verify that Cloudflare's DNS is up

2. Verify the DNS configurations on the customer side

3. Test DNS resolution and flush DNS cache

4. Test the connection via a differnte device.

Tools I Used:

• DNS Checker (e.g., dnschecker.org) – to verify propagation of Cloudflare nameservers
• Cloudflare Dashboard – to confirm DNS records and status
• ping – to test connectivity to origin server