topic Re: Routing issues (74057) - NEW in Community Announcements

Routing issues (74057) - NEW

Chris — Tue, 08 Jan 2013 15:24:39 GMT

We're currently experiencing routing problems across our network which is causing issues for a large number of our customers at the moment.
These issues may result in problems when browsing to websites or accessing other Internet related services.
Due to this we've taken the decision to put holding pages in place instead of our website.
Our engineers are looking into this as a matter of priority and further updates will be posted when available.
Kind Regards,

Adam Walker
Customer Support

Re: Routing issues (74057) - NEW

goldenfibre — Tue, 08 Jan 2013 15:27:11 GMT

That's why I was wondering why is my internet is down Hope they fixed asap

Re: Routing issues (74057) - NEW

Chris — Tue, 08 Jan 2013 15:34:55 GMT

Routing issues (74057) - UPDATE
Whilst we're aware that some customers are still experiencing issues we are seeing the majority able to browse as normal.
Our engineers are still working to resolve this matter and we'll post another update when this issue has been fully resolved.
Holding pages will remain up in place of our website in the meantime

Sorry for any inconvenience
Kind Regards,
Adam Walker
Customer Support

Re: Routing issues (74057) - NEW

ejs — Tue, 08 Jan 2013 16:50:50 GMT

Ironically the main www.plus.net page doesn't load at the moment, thanks to webstats.plus.net not responding, but you can see the title: "Plusnet | Fast, cheap, reliable ..."

Re: Routing issues (74057) - NEW

Anotherone — Tue, 08 Jan 2013 16:52:55 GMT

I couldn't even ping the DNS servers just now.
Edit: and webstats have been an ongoing issue all afternoon.

Re: Routing issues (74057) - NEW

Anotherone — Tue, 08 Jan 2013 17:19:40 GMT

Plusnet DNS servers still down.
Webstats timing out/aborted.

Re: Routing issues (74057) - NEW

Chris — Tue, 08 Jan 2013 17:22:43 GMT

Routing issues (74057) - UPDATE
Our engineers are continuing to work on resolving the problems that customers are experiencing when attempting to browse or perform other Internet related activities.
We're unable to provide an ETA for full resolution of this problem but will continue to provide updates as they are available.
Holding pages have now been removed from our website and it's back in service.
Sorry again for any inconvenience.

Kind Regards,
Adam Walker
Customer Support

Re: Routing issues (74057) - NEW

idarco — Tue, 08 Jan 2013 18:08:16 GMT

Hi, I've changed the DNS Server address on my Braodband router from <ISP assigned> to a Public DNS server address, which now allows me to browse normally.
Hope this helps other affected users or the troubleshooting process.

Re: Routing issues (74057) - NEW

goldenfibre — Tue, 08 Jan 2013 18:18:25 GMT

It now back online

Re: Routing issues (74057) - NEW

Chris — Tue, 08 Jan 2013 18:25:03 GMT

We're seeing pretty much everything coming back now, still a couple of customers saying they're having issue but generally things are looking better.

Re: Routing issues (74057) - NEW

goldenfibre — Tue, 08 Jan 2013 18:28:00 GMT

I hope plusnet will have auto text service to sent to customers when the broadband service was downtime in future because we couldn't check service status on plusnet site (the site was also down this afternoon)

Re: Routing issues (74057) - NEW

Chris — Tue, 08 Jan 2013 18:29:49 GMT

I'm not sure that sending a mass SMS message to 100's of thousands of customers saying that their connection may be down is a good idea. You could use 3G or mobile internet (I know not everybody has it) to check our Twitter feed.

Re: Routing issues (74057) - NEW

Anotherone — Tue, 08 Jan 2013 18:54:29 GMT

If your are running Windows, you can specify alternative DNS by going to the TCP/IP properties for your connection. You can specify the Router as the Preferred if your wish, usually - 192.168.1.254 if it's a Thomson, 192.168.1.1 for a lot of Broadcom based routers IIRC, except Netgear 192.168.0.1 etc. (It's the same IP that you log into your modem/router interface anyway)..Then specify a Secondary one such as OpenDNS, Google etc.
The advantage of doing it that way is you don't have to reboot your modem/router which for some people especially anywhere near dusk to dawn is a no-no.
Edit: spelling

Re: Routing issues (74057) - NEW

Oldjim — Tue, 08 Jan 2013 18:57:55 GMT

Odd
With my Netgear i just change them and with the Technicolor also you just change them via telnet.
A reboot has never been needed

Re: Routing issues (74057) - NEW

Anotherone — Tue, 08 Jan 2013 19:09:33 GMT

Ah, well I haven't tried it on the 582n yet, and I haven't got a Netgear at the moment to try, are you sure it takes effect without a reboot? But all others that I've tried, a reboot has been needed, in fact in some the minute you save the change, it goes off to reboot before you know it!

Re: Routing issues (74057) - NEW

Oldjim — Tue, 08 Jan 2013 19:17:16 GMT

Absolutely and this library article also covers it for the earlier routers http://community.plus.net/library/dns/how-to-change-the-default-dns-servers-in-a-thomson-speedtouch-router/
this is the section from the Netgear basic settings screen

Re: Routing issues (74057) - NEW

Anotherone — Tue, 08 Jan 2013 19:26:05 GMT

I shall have to go away and play with my 582n then. Thanks for enlightening me, but I thought it best to warn that some will require a reboot.

Re: Routing issues (74057) - NEW

NedLudd — Tue, 08 Jan 2013 19:28:37 GMT

I just left the 582n alone and put new DNS server addresses in Network Properties. No need to re-boot anything. It just worked!

Re: Routing issues (74057) - NEW

pwatson — Tue, 08 Jan 2013 22:31:27 GMT

Is there still an issue?
My TBB graph (below) shows the effect of the routing problem between 1PM and 2PM (until I rebooted the router which presumably changed the gateway) but the performance from 8PM is worrying!

Re: Routing issues (74057) - NEW

Kelly — Tue, 08 Jan 2013 22:41:05 GMT

Ouch. Give the router a reboot?