topic EE Store (EX BT Store) - access problems - internet routing error? in Broadband

EE Store (EX BT Store) - access problems - internet routing error?

sharpecd — Thu, 29 Feb 2024 13:16:55 GMT

Hi.
I'm on PLUSNET broadband. As an ex BT employee I've always supported the BT shop (great alternative to Amazon).
The BT shop has now become the EE shop. However, since the change to EE branding I seem to have frequent problems accessing the site (store.ee.co.uk) via my PLUSNET broadband connection.

I have no problems accessing any other sites,
I have no problems accessing the EE store from my mobile 4G connection.
I have no problems accessing the EE Store using broadband in other non-PLUSNET locations.

This looks like an internet routing problem? Any thoughts?
Here's some techy info:

Ping to store.ee.co.uk: "Request timed out".
(Ping to www.ee.co.uk - no problem)

Tracert to store.ee.co.uk gives this:

Tracing route to store.ee.co.uk [62.172.48.1]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms dsldevice.lan [192.168.1.254]
2 7 ms 6 ms 7 ms 172.16.12.249
3 * * * Request timed out.
4 10 ms 11 ms 10 ms 140.hiper04.sheff.dial.plus.net.uk [195.166.143.140]
5 12 ms 11 ms 11 ms gre1.colindale.ukcore.bt.net [194.74.65.225]
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.

Re: EE Store (EX BT Store) - access problems - internet routing error?

Mustrum — Thu, 29 Feb 2024 13:27:22 GMT

Try https://store.ee.co.uk/

HTH

Re: EE Store (EX BT Store) - access problems - internet routing error?

Dan_the_Van — Thu, 29 Feb 2024 13:34:59 GMT

@sharpecd

It is very likely store.ee.co.uk does not respond to ICMP (ping) so those tests will fail.

For windows it is possible to test the connection using this command

Windows Key +R, in the run box enter powershell

tnc is shorthand for Test Network Connection

tnc store.ee.co.uk -Port 443

Re: EE Store (EX BT Store) - access problems - internet routing error?

Champnet — Thu, 29 Feb 2024 13:32:17 GMT

No problems connecting to the shop.

I’m on a Plusnet connection with a fixed IP using Plusnet DNS

Tracert fails to the site but that’s probably the way it’s set up….

Re: EE Store (EX BT Store) - access problems - internet routing error?

sharpecd — Thu, 29 Feb 2024 13:34:00 GMT

Errrr.... don't want to be offensive, but isn't "try https://..." a slightly silly response?

If you enter an address such as store.ee.co.uk, most browsers awill automatically assume the https form...

Re: EE Store (EX BT Store) - access problems - internet routing error?

Champnet — Thu, 29 Feb 2024 13:37:47 GMT

@sharpecd Should you ever set up a web site you’ll find it’s optional.

you could have 3 sites running off 1 web site name.

website.com, http://website.com, https://website.com could all point to different places.

Re: EE Store (EX BT Store) - access problems - internet routing error?

sharpecd — Thu, 29 Feb 2024 13:38:06 GMT

Thanks for this.
tnc store.ee.co.uk -Port 443 gave this result:

WARNING: TCP connect to (62.172.48.1 : 443) failed
WARNING: Ping to 62.172.48.1 failed with status: TimedOut

ComputerName : store.ee.co.uk
RemoteAddress : 62.172.48.1
RemotePort : 443
InterfaceAlias : WiFi
SourceAddress : 192.168.1.220
PingSucceeded : False
PingReplyDetails (RTT) : 0 ms
TcpTestSucceeded : False

Re: EE Store (EX BT Store) - access problems - internet routing error?

sharpecd — Thu, 29 Feb 2024 13:39:44 GMT

OK, thanks to Champnet for the knowledge 😊

Re: EE Store (EX BT Store) - access problems - internet routing error?

Dan_the_Van — Thu, 29 Feb 2024 13:55:15 GMT

For me I see

ComputerName : store.ee.co.uk RemoteAddress : 62.172.48.1 RemotePort : 443 InterfaceAlias : WiFi SourceAddress : 192.168.10.100 TcpTestSucceeded : True

I do get timeouts with tracert and ping

Edit: tracert result

Tracing route to store.ee.co.uk [62.172.48.1] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms 192.168.10.1 2 10 ms 8 ms 10 ms 254.core.plus.net [195.166.130.254] 3 9 ms 10 ms 9 ms 84.93.253.115 4 10 ms 9 ms 9 ms 195.99.125.134 5 10 ms 10 ms 10 ms gre1.colindale.ukcore.bt.net [194.74.65.225] 6 * * * Request timed out.

Re: EE Store (EX BT Store) - access problems - internet routing error?

Mustrum — Thu, 29 Feb 2024 13:53:58 GMT

@sharpecd wrote:

Errrr.... don't want to be offensive, but isn't "try https://..." a slightly silly response?

On the contrary, in your OP you said you had trouble connecting to the store, using the full address works fine and eliminates any dodgy setup on your device.

Re: EE Store (EX BT Store) - access problems - internet routing error?

sharpecd — Thu, 29 Feb 2024 14:39:42 GMT

Hi @Mustrum - I did try the full address in my browser, it made no difference.

Just a little more info...
I tried several browsers, no change (as expected). I also tried connecting different devices - again, no change - so it's definitely something wierd on the network side of things.

I can't believe I'm the only one who has the problem.

I'd really like to get to the bottom of this, both because I like using the BT/WW store, and because it's bugging me fom a technical perspective 🤔

Re: EE Store (EX BT Store) - access problems - internet routing error?

Dan_the_Van — Thu, 29 Feb 2024 14:52:28 GMT

@sharpecd

Like @Champnet I also have a static public IP address, I suspect you have a dynamic one.

I believe there is a routing issue as you say you can connect off plusnet network, the problem is tracert and ping are not going to help as store.ee.co.uk does not respond to ping.

This needs someone from plusnet network team to investigate, sometimes a bit reluctant to tag him, he is a busy doing his day job @bobpullen can help.

Re: EE Store (EX BT Store) - access problems - internet routing error?

Champnet — Thu, 29 Feb 2024 14:53:45 GMT

The advertised site is https://store.ee.co.uk/ I can see it but having a fixed IP the routing maybe different.

Is there anyone not on a fixed IP able to access the site ?

Re: EE Store (EX BT Store) - access problems - internet routing error?

Champnet — Thu, 29 Feb 2024 14:56:58 GMT

@Dan_the_Van Beat me to it, I seem to take too long to reply…….

Re: EE Store (EX BT Store) - access problems - internet routing error?

thackie2015 — Thu, 29 Feb 2024 16:06:08 GMT

I have a dynamic IP and can access the site using the posted link.

Re: EE Store (EX BT Store) - access problems - internet routing error?

Champnet — Thu, 29 Feb 2024 16:17:01 GMT

@thackie2015 Thanks, that’s blown the routing theory.

@sharpecd Do you get any error message when the site fails to load ?

Re: EE Store (EX BT Store) - access problems - internet routing error?

Dan_the_Van — Thu, 29 Feb 2024 16:29:25 GMT

@Champnet

Thanks, that’s blown the routing theory, not necessarily

plusnet have many IP Address ranges for static and dynamic see here:- https://ipinfo.io/AS6871

@sharpecd @thackie2015

Can you use what's my IP Address and report which networks you're on https://whatismyipaddress.com/

Re: EE Store (EX BT Store) - access problems - internet routing error?

thackie2015 — Thu, 29 Feb 2024 17:37:53 GMT

Hi not sure if i have thecorrect info but using the posted link i have my ipv4 address which under the info tsb says isp british telecommunications plc services none detected and strangley likelystatic ip.

Hope that helps

Re: EE Store (EX BT Store) - access problems - internet routing error?

greygit1 — Thu, 29 Feb 2024 21:00:20 GMT

I'm on a dynamic IP (albeit one from a /24 pool assigned to FTTP - yup, I've tested the size of the pool).

The link https://store.ee.co.uk/ works for me.

Re: EE Store (EX BT Store) - access problems - internet routing error?

sharpecd — Thu, 29 Feb 2024 22:20:22 GMT

Weird - it started working for me about 5pm. I've seen this before, will probably fail again some time tomorrow.
I'll report back!
Thanks for all the interest / help on this, much appreciated.