Respondents on Megacable (Mexico) cannot open the survey

Some respondents in Mexico who use a Megacable home internet connection (Wi-Fi or cable) may not be able to open QuestionPro surveys. The browser shows an error such as DNS_PROBE_FINISHED_NXDOMAIN or "This site can't be reached".

This is a Megacable DNS issue, not a QuestionPro issue. Megacable's own DNS servers do not return the address of the QuestionPro survey site. DNS works like the phone book of the internet: it turns a website name, such as www.questionpro.com, into the address of the server. If the phone book does not answer, the browser cannot open the page.

The survey itself is working normally. The same survey opens without any problem on mobile data, on other internet providers in Mexico, and through public DNS services such as Google or Cloudflare.

No. This is an issue between Megacable's own DNS servers and the internet, not an issue with QuestionPro.

• QuestionPro surveys open normally on every other internet provider we serve around the world, and through public DNS services such as Google and Cloudflare. Only Megacable's own DNS servers are affected.
• QuestionPro does not control Megacable's DNS servers, so we cannot investigate or correct this from our side.
• QuestionPro cannot set up new or separate domains to work around this issue.

• The survey does not open on a Megacable home connection, but opens on mobile data.
• Other websites open normally on the same connection.
• The browser shows a DNS error, for example DNS_PROBE_FINISHED_NXDOMAIN.

Ask the respondent to switch off Wi-Fi on their phone and open the survey link using mobile data. This works right away and does not need any settings to be changed.

If the respondent cannot use mobile data, they can change the DNS setting on their device to a free public DNS service, as explained in the sections below. Any one of the methods below is enough.

1. Open Settings.
2. Go to Network and internet. On Samsung phones, go to Connections » More connection settings.
3. Tap Private DNS.
4. Select Private DNS provider hostname.
5. Type one.one.one.one (Cloudflare) or dns.google (Google).
6. Tap Save and open the survey link again.

1. Open Settings » Wi-Fi.
2. Tap the (i) icon next to the connected Wi-Fi network.
3. Tap Configure DNS and select Manual.
4. Remove the existing servers by tapping the red minus icon.
5. Tap Add Server and enter 8.8.8.8. Add a second server: 8.8.4.4.
6. Tap Save and open the survey link again.

1. Open Chrome and click the 3 dots in the top right corner » Settings.
2. Click Privacy and security » Security.
3. Turn on Use secure DNS.
4. Under Select DNS provider, choose Google (Public DNS) or Cloudflare (1.1.1.1).
5. Open the survey link again.

1. Open Settings » Network and internet.
2. Click Wi-Fi (or Ethernet for a cable connection), then click Hardware properties.
3. Next to DNS server assignment, click Edit and select Manual.
4. Turn on IPv4. Enter 8.8.8.8 as Preferred DNS and 8.8.4.4 as Alternate DNS.
5. If IPv6 is shown, turn it on and enter 2001:4860:4860::8888 and 2001:4860:4860::8844.
6. Click Save and open the survey link again.

1. Open System Settings » Network.
2. Click Wi-Fi (or Ethernet), then click Details next to the connected network.
3. Click DNS.
4. Remove the existing DNS servers with the minus button, then click the plus button and add 8.8.8.8 and 8.8.4.4.
5. Click OK and open the survey link again.

Yes. The DNS setting can also be changed on the home router (modem), so that every device on the network uses it. The steps depend on the router model, and some internet providers do not allow this change. Changing the setting on the device, as explained above, is usually easier.

If you expect respondents in Mexico, we recommend adding a short note to your invitation email or panel invitation. For example:

"Si la encuesta no abre desde tu conexión de internet de casa, intenta abrirla usando los datos móviles de tu celular."

(English: "If the survey does not open from your home internet connection, please try opening it using your phone's mobile data.")

Please contact Megacable customer support and ask them to investigate, since the DNS servers are managed by Megacable and not by QuestionPro.

If the survey also does not open on mobile data or with a public DNS service, the problem is not related to Megacable. In that case, please follow the steps in Survey Access Troubleshooting or contact our support team.