A PTR (Pointer) record is used for reverse DNS resolution, linking an IP address to a domain name. This is critical for email servers, as many mail services check for a valid PTR record before accepting incoming messages.
For IP addresses assigned by Verizon, only Verizon has control over these records—you cannot modify them through third-party services like DynDNS or Cloudflare. Any changes must be requested directly from Verizon support.
Why Can’t You Change the PTR Record Yourself?
- PTR records are controlled by Verizon, as they own the IP address space.
- Only Verizon can modify the PTR records, not the end user.
- You can’t change a PTR record via DynDNS or other DNS providers because reverse DNS (rDNS) is managed at the ISP level.
- If you have a dynamic IP, Verizon will not set a static PTR record for you, since your IP constantly changes. In this case, you’ll need to use an SMTP relay or a VPN with a dedicated IP.
Step-by-Step Guide to Changing Your Verizon PTR Record
1. Determine Your IP Type
Before contacting Verizon, you need to determine whether your IP is static or dynamic:
- Static IP – You can request a PTR record change.
- Dynamic IP – Verizon will not assign a PTR record to a dynamic IP.
How to check your IP type
- Go to What Is My IP and write down your IP address.
- Restart your internet connection (reboot your router) and check if your IP has changed.
- If your IP remains the same, you likely have a static IP.
- If your IP changes, you have a dynamic IP.
Important! If you have a dynamic IP, Verizon cannot modify your PTR record. You’ll need to either request a static IP or use an SMTP relay service for email functionality.
2. Contact Verizon
Depending on your Verizon account type, follow the appropriate method:
? For Business Accounts (Static IP)
If you have a static IP and a Verizon business account, contact their business support team:
? Phone Number:
? 1-800-837-4966 (Verizon Business Support)
? Alternative Contact Method:
? Submit a request via the Verizon Business website.
? What to say when calling Verizon?
“Hello, I have a static IP address (X.X.X.X), and I need to update the PTR record for reverse DNS so that it resolves to mydomain.com. Please connect me with Tier 2 or Tier 3 technical support, as this is a specialized request.”
? For Residential (Home) Customers
If you have a standard Verizon Fios home internet plan, changing a PTR record is more difficult because Verizon does not typically allow modifications for residential customers.
? Phone Number:
? 1-800-VERIZON (1-800-837-4966)
? Live Chat Support:
? Try reaching out via Verizon’s official chat.
? What to say when calling?
“Hello, I need to update the PTR record for my IP address (X.X.X.X) so that it resolves to mydomain.com. Please connect me with Tier 2 or Tier 3 technical support.”
Key Points:
- If the first representative doesn’t understand, insist on being transferred to “Advanced Technical Support” (Tier 2 or Tier 3).
- If they refuse to help, try calling again or using the online chat or email option.
3. Alternative Ways to Request a PTR Record Change
If phone support doesn’t help, try these alternative options:
✅ Email Request:
- Submit a request via Verizon’s online support form.
- Use “Request for PTR Record Change for Static IP” as your subject line.
✅ Verizon Community Forums:
- Post your request on the Verizon Support Forum. Some Verizon employees actively monitor discussions and may assist.
✅ Contact via Social Media:
- Twitter (X): @VerizonSupport
- Reddit: r/verizon
What If Verizon Won’t Change Your PTR Record?
If Verizon refuses to update your PTR record, here are a few workarounds:
- Request a Static IP – This is possible for business accounts.
- Use an SMTP Relay Service – Providers like Mailgun, SendGrid, or AWS SES can help bypass PTR record restrictions for email services.
- Use a VPN with a Dedicated IP – If you need a stable PTR record, you can rent a server with a fixed IP and route your traffic through it.
Key Takeaways
✅ A PTR record change is only possible for static Verizon IP addresses.
✅ Contact Verizon Business Support or Tier 2/Tier 3 Technical Support for assistance.
✅ If you have a dynamic IP, you cannot modify your PTR record—consider using an SMTP relay or a dedicated VPN IP.
✅ Be persistent when speaking with Verizon support—not all agents are familiar with PTR record changes.
If you run into issues, try reaching out through multiple channels until you get a response.
