topic Re: Plusnet home page loading problem? in Plusnet Feedback

Plusnet home page loading problem?

bill888 — Sun, 22 Apr 2018 17:55:43 GMT

Is it just me, or is anyone else finding that they can't load the Plusnet home page since Friday?

All that happens, is the home page flashes up briefly, then goes blank, and it repeats again a few seconds later.

I tried loading the home page on various laptops and desktops running Windows 10, and Mint Linux using Chrome and Internet Explorer on the former, and Chrome and Firefox on the latter.

There's no issue accessing sub pages such as Broadband fibre offers or Community forum etc. It's just the main page that refuses to load.

I thought the problem would be fixed by now but evidently not....

Re: Plusnet home page loading problem?

Shep41 — Sun, 22 Apr 2018 17:52:56 GMT

The link is working for me

Re: Plusnet home page loading problem?

bill888 — Sun, 22 Apr 2018 18:00:18 GMT

It indeed works if I click on a hyperlink pointing to Plusnet home page.

Try manually entering the URL and without using the link I provided earlier.

eg.

plus dot net

www dot plus dot net

Re: Plusnet home page loading problem?

Alk — Sun, 22 Apr 2018 18:16:30 GMT

No, it is not just you; it has been like this since Thursday, if not Wednesday for me.

A small subset of users have complained on Twitter about it also.

It will be stuck in a redirect loop from www.plus.net to www.plus.net/home

Trying on a Windows 10 PC using Chrome, Firefox and Edge; all the same.

Try on iPad using Chrome app; the same. However, on the iPad using Safari, it is OK.

Re: Plusnet home page loading problem?

Pressman — Sun, 22 Apr 2018 22:29:16 GMT

Same for me, I thought it was something I had done, I re-set IE tried Opera and Firefox but the same outcome, page tries to load but flashes on and off. So annoying

Moderator's note by Mike (Mav): Emoji fixed.

Re: Plusnet home page loading problem?

spraxyt — Sun, 22 Apr 2018 20:57:00 GMT

Does the page load if you force a refresh using Ctrl-F5?

Re: Plusnet home page loading problem?

bill888 — Mon, 23 Apr 2018 08:16:36 GMT

Forcing a refresh in chrome and deleting cache doesn't work.

I notice if I use a VPN (or I guess any other non-Plusnet IP address?), I can bring up the Plusnet home page in chrome browser on PC.

Re: Plusnet home page loading problem?

spraxyt — Mon, 23 Apr 2018 14:30:04 GMT

Does page loading behave differently if you type the https://www.plus.net (secure) scheme name rather than the http://www.plus.net (insecure) one?

Re: Plusnet home page loading problem?

bill888 — Mon, 23 Apr 2018 17:53:24 GMT

Only difference I can see is if I manually type in http://www.plus.net, it changes immediately to https://www.plus.net, and still end up with the same problem.

From the questions you are asking, it suggests you are not able to reproduce the problem that is being reported by myself and a few other users?

Re: Plusnet home page loading problem?

spraxyt — Mon, 23 Apr 2018 18:07:18 GMT

@bill888 wrote:

From the questions you are asking, it suggests you are not able to reproduce the problem that is being reported by myself and a few other users?

Yes that's correct, I've been unable to reproduce the problem whether logged in or not - although on a Plusnet connection in either case. In my case the URL stays on https://www.plus.net, it isn't redirected. This might depend on your IP address.

Re: Plusnet home page loading problem?

Alk — Mon, 23 Apr 2018 18:37:54 GMT

No, no difference for me.

What's odd is that it works OK on another Windows 10 PC in my house, but only in Chrome.

So for me, I have the following browsers/devices where it is not working:

Windows 10 PC1:

Firefox, Edge, Chrome, Chrome in Incognito.

Windows 10 in virtual machine on PC1 (using bridged network adaptor mode):

Opera, Edge (haven't tried anything else, Opera is using Chromium after all)

Windows 10 PC2:

Edge

iPad:

Chrome app

Browsers/devices where it is working:

Windows 10 PC1:

Use hide.me/proxy online proxy via Chrome.

Windows 10 PC2:

Chrome

iPad:

Safari app

Windows 10 PC1 and PC2 are the same build and are up-to-date. The virtual machine is an older build and behind in updates.

Make of that what you will; no pattern, just complete nonsense really! I'm posting here just to try and help Plusnet fix the issue.

Re: Plusnet home page loading problem?

bill888 — Mon, 23 Apr 2018 19:04:43 GMT

I'm on fibre and my current IP address hasn't changed for past two and a half months. It is in the subnet 51.9.254.x.

There appears to be two IP addresses associated with www.plus.net

C:\Users\admin>nslookup
Default Server:  cdns02.plus.net
Address:  212.159.6.10

> www.plus.net
Server:  cdns02.plus.net
Address:  212.159.6.10

Non-authoritative answer:
Name:    portal.plus.net
Addresses:  212.159.8.2
          212.159.9.2
Aliases:  www.plus.net

:\Users\admin>tracert www.plus.net

Tracing route to portal.plus.net [212.159.8.2]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        8 ms  133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
  4     7 ms     7 ms     7 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5     8 ms     7 ms     8 ms  be1.pcn-ir01.plus.net [195.166.129.160]
  6    12 ms    13 ms    13 ms  gi5-1.peh-cr02.plus.net [84.93.232.61]
  7    13 ms    13 ms    12 ms  reth1.peh-elbfw.plus.net [84.92.0.103]
  8    14 ms    14 ms    14 ms  10.104.0.55
  9    13 ms    13 ms    13 ms  portal.plus.net [212.159.8.2]

C:\Users\admin>tracert 212.159.9.2

Tracing route to portal.plus.net [212.159.9.2]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     9 ms     8 ms     9 ms  be3-3100.pcn-ir01.plus.net [195.166.143.128]
  5    14 ms    14 ms    14 ms  gi5-1.peh-cr02.plus.net [84.93.232.61]
  6    18 ms    16 ms    16 ms  84-93-232-58.plus.net [84.93.232.58]
  7    16 ms    15 ms    15 ms  reth1.ptp-elbfw.plus.net [84.92.0.111]
  8    17 ms    17 ms    17 ms  10.104.128.55
  9    16 ms    16 ms    16 ms  portal.plus.net [212.159.9.2]

When I run the http://usertools.plus.net/@gateway tool, it returns:

core2-hu0-17-0-2.colindale.ukcore.bt.net (62.172.103.221) 6.766 ms

Plusnet home page loads up fine using Safari on iphone 5, but not when using Chrome on my android phone.

Re: Plusnet home page loading problem?

spraxyt — Tue, 24 Apr 2018 00:03:07 GMT

The nslookup result and traces seem normal to me. It looks like the problem is associated with browser/device dependent handling internally on the website. Are both your phones connected by WiFi to use your home connection or by mobile?

I have a fixed IP in the 212.159.x.x range which means my connection goes through bng gateways but the final hops to the portal/website servers are the same as yours. However with two different W10 computers running Firefox, Edge, Chrome and Vivaldi between them the website displays fine. This also applies using Chrome on an iPad Mini connected to my router using WiFi.

I've asked Plusnet to investigate this behaviour but no response yet.

Re: Plusnet home page loading problem?

bill888 — Tue, 24 Apr 2018 04:04:55 GMT

Yes, I should have added both of my phones are using wifi, not 3G/4G.

Re: Plusnet home page loading problem?

scuda1 — Tue, 24 Apr 2018 12:43:47 GMT

I too notice this problem both yesterday and today, on all PCs in my network (tried Firefox, Internet Explorer and Edge, all show same symptoms 'All that happens, is the home page flashes up briefly, then goes blank, and it repeats again a few seconds later')

It would help if Plusnet made a statement about this problem.

Scuda1

Re: Plusnet home page loading problem?

Alk — Tue, 24 Apr 2018 15:49:50 GMT

To follow bill888's lead:

Same DNS lookup results.

Tracing route to portal.plus.net [212.159.8.2]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  ARCHER_D50 [192.168.1.1]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    10 ms    10 ms     9 ms  be3-3104.psb-ir01.plus.net [195.166.143.136]
  5    17 ms    17 ms    16 ms  84-93-224-48.plus.net [84.93.224.48]
  6    16 ms    18 ms    15 ms  po6.peh-cr01.plus.net [84.93.232.57]
  7    15 ms    15 ms    15 ms  reth0.peh-elbfw.plus.net [84.92.0.101]
  8    16 ms    16 ms    15 ms  10.104.0.53
  9    15 ms    15 ms    15 ms  portal.plus.net [212.159.8.2]


Tracing route to portal.plus.net [212.159.9.2]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  ARCHER_D50 [192.168.1.1]
  2     *        *        *     Request timed out.
  3     9 ms    10 ms     9 ms  141.hiper04.sheff.dial.plus.net.uk [195.166.143.141]
  4     9 ms     9 ms    10 ms  be3-3106.psb-ir02.plus.net [195.166.143.140]
  5    11 ms     9 ms     9 ms  be1.psb-ir01.plus.net [195.166.129.176]
  6    16 ms    16 ms    16 ms  84-93-224-48.plus.net [84.93.224.48]
  7    17 ms    17 ms    16 ms  reth0.ptp-elbfw.plus.net [84.92.0.109]
  8    17 ms    17 ms    20 ms  10.104.128.55
  9    17 ms    16 ms    17 ms  portal.plus.net [212.159.9.2]

Checked in Chrome developer tools and on Windows PC1 where it is stuck in "redirect loop" it is connecting to 212.159.9.2. On Windows PC2, in Chrome it is also connecting to 212.159.9.2.

IP is 146.90.200.x

Which gateway
You are currently connected to gateway psb-ir01.

This is located in Southbank Point of Presence.

Here's a twitter search highlighting other users with the issue (not an exact science I'm afraid!):

https://twitter.com/search?l=&q=website%20OR%20homepage%20%40plusnethelp%20OR%20%40plusnet%20since%3A2018-04-16%20until%3A2018-04-24&src=typd&lang=en-gb

Re: Plusnet home page loading problem?

JonoH — Wed, 25 Apr 2018 11:00:06 GMT

Are we still seeing this issue?

Re: Plusnet home page loading problem?

bill888 — Wed, 25 Apr 2018 12:49:53 GMT

Looks like it is fixed for me when I enter www plus net or plus net in chrome on my win10 laptop. The home page does blink once and go blank, but after a few seconds, the www plus net/home page is displayed.

Re: Plusnet home page loading problem?

Pressman — Wed, 25 Apr 2018 13:09:45 GMT

Will try when home from work.

Re: Plusnet home page loading problem?

Alk — Wed, 25 Apr 2018 13:47:09 GMT

It is working for me now as per bill888's description (although it flashes up with some page content, not a blank page).