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Plusnet routing issue?

technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Plusnet routing issue?

I cannot get to the site feedback.uservoice.com yet my o2 mobile can.
anyone else on plusnet got the same issue?
by the way you can get to www.uservoice.com but this is a different site.
dick:green Link fixed.
17 REPLIES 17
jojopillo
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 9,786
Registered: ‎16-06-2010

Re: Plusnet routing issue?

Hi technonath,
I can get to both, although I couldn't by clicking on your link as I think you've not spelt it correctly. Anyone else having problems with it?
Jojo Smiley
pierre_pierre
Grafter
Posts: 19,757
Thanks: 3
Registered: ‎30-07-2007

Re: Plusnet routing issue?

its cached on google, but times out for me
technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Re: Plusnet routing issue?

plus net tech support staff can get there but they are using a different router.
tracert feedback.uservoice.com
Tracing route to uservoice.uservoice.com [75.126.16.218]
over a maximum of 30 hops:
  1  1727 ms    99 ms    96 ms  dsldevice.lan [192.168.1.254]
  2    32 ms    33 ms    36 ms  lo0-central2.pcl-ag04.plus.net [195.166.128.242]
  3    27 ms    27 ms    26 ms  gi1-12-421.pcl-gw01.plus.net [84.92.6.232]
  4    *      27 ms    *    po4.pcl-gw02.plus.net [212.159.1.129]
  5    *        *        *    Request timed out.
  6    *        *    po4.pcl-gw02.plus.net [212.159.1.129]  reports: Destinati
on host unreachable.
thanks pierre_pierre for confirming this, an yes I mis-typed the www site!
technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Re: Plusnet routing issue?


I have spoken to Mark on the tech support line but he did not know how to escalate routing problems. He tried to blame it on the external site, but I repeated that your support staff both him and jojo can get to the site and so can my o2 mobile, so the problem lies with your router po4.pcl-gw02.plus.net [212.159.1.129] I repeated also that piere_piere has confirmed this too.
(P,S  I know I mistyped the www site above)

I am not impressed 25 minutes on an expensive 0845 number to you and still did not get my problem looked in to.
I would like some of my service charge back to cover the cost of the call!
Also I hope my support question  #37990657 does not  take 15 hours to get looked in to as the estimate currently gives.
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Plusnet routing issue?

I've been able to replicate this and am speaking to one of our network engineers to try and get to the bottom of the issue. I'll get back to you when I know more.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Re: Plusnet routing issue?

Thank you ever so much.
Perhaps at the end of this you could add to the support system a pre-written question for these types of issues so they go straight to the routing infrastructure team and also let Mark know how to escalate them in the future.
Again I thank you for your time.
dick:quote
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Plusnet routing issue?

@technonath
Could you redo your tracert as it appears you are trying to trace to uservoice.uservoice.com and not feedback.uservoice.com?
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Re: Plusnet routing issue?

yes I did an ipconfig /flushdns  
first in case I had a stale lookup
but it does return uservoice.uservoice.com as the answer again in the traceroute, do you get a different answer then?
C:\Users\ndl>ipconfig /flushdns
Windows IP Configuration
Successfully flushed the DNS Resolver Cache.
C:\Users\ndl>tracert feedback.uservoice.com
Tracing route to uservoice.uservoice.com [75.126.16.218]
over a maximum of 30 hops:
 1   149 ms    99 ms    99 ms  dsldevice.lan [192.168.1.254]
 2    44 ms    33 ms    34 ms  lo0-central2.pcl-ag04.plus.net [195.166.128.242]
 3    28 ms    27 ms    27 ms  gi1-12-421.pcl-gw01.plus.net [84.92.6.232]
 4     *       27 ms    27 ms  po4.pcl-gw02.plus.net [212.159.1.129]
 5     *        *        *     Request timed out.
 6     *        *     po4.pcl-gw02.plus.net [212.159.1.129]  reports: Destinati
on host unreachable.
Trace complete.
dick:quote
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Plusnet routing issue?

Thanks, think we've identified the issue. I'll let you know when I get more information.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Plusnet routing issue?

Any chance you can give it another try? (Browsing to the site that is)
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Re: Plusnet routing issue?

Thank you very much.
Yes that fixed it and (http://feature.astaro.com which is the same site)
what was the prob then dns issue or dodgy router route?
Any chance of getting some of that wasted phone call money credited against my next months sub please?
[Moderator's note by Adie (Adiewoo):  Full quote of preceding post removed, as per Forum Rules ]
Please use the 'Reply' button rather than the 'Quote' button.
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Plusnet routing issue?

Quote
what was the prob then dns issue or dodgy router route?

The advertised route on the piece of hardware was incorrect.
Quote
Any chance of getting some of that wasted phone call money credited against my next months sub please?

We don't generally reimburse calls to our support line if I'm being honest, however if you're with Plusnet homephone then calls to our support line are free, BT I believe give free calls to 0845 numbers on most tariffs as do some other providers.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Re: Plusnet routing issue?

Again thank you for your speedy reply and getting the problem fixed.
I am not a plusnet home phone customer, nor a BT customer so my calls to that line are at the most expensive rate going.
I feel you should make an exception in this particular case as the issue was a problem with your network, which it has taken an hour and a quarter of my time to help you resolve
and the customer service agent was not trained sufficiently in knowing where to escalate this problem to and not resolving the issue after leaving me on hold for 15 mins ( that does not include the 10 min wait to get through).
All I am asking is for one months service charge credit to cover these costs, i should not have to pay to report problems with your network.
But again I thank you for your effort - you have been brilliant.
I hope you will now go back and help Mark to know how to escalate this properly in the future and may be improve the support wizard to have a category for suspected routing issues.
technonath
Grafter
Posts: 40
Thanks: 1
Registered: ‎15-12-2010

Re: Plusnet routing issue?

No comment?