Odd problem, not getting much help
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Odd problem, not getting much help
07-04-2014 4:40 PM
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I have an unlimited FTTC service.
Since Monday 31st March I've had an issue where I've not been able to get any HTTP traffic. All other protocols are fine, HTTPS, SSH, DNS, ICMP all work, but HTTPS simply goes nowhere. Using a SOCKS proxy on my main laptop has meant I am able to browse normally on my main laptop, but this is not an option on other devices in my home, including as Freesat FreeTime box, so I class this as a service outage.
I collected all the relevant data on Tuesday before opening a ticket, but have not had any luck getting a resolution to date, although I feel I have been fobbed off a few times.
I disconnected my router and established a PPPoE connection from my laptop directly through the BT Openreach modem.
I ran the usual ping, traceroute, nslookup tests and documented them, as well as showing SSH and email protocols were working.
I even took a network trace showing the TCP handshake was fine for a normal HTTP browsing transaction, but that the subsequent GETs went unanswered, and the connection timed out.
The data I provided was not properly analysed and the Wireshark capture was not even downloaded until Friday evening around 2100BST, however an update was put into the ticket suggesting my router was at fault, even though I had made it clear the router had been bypassed at this stage.
Today there was a further update asking me to be patient, but at this stage I have not had normal Internet service for a week and I am wondering when it's going to be restored, if ever.
Has anyone else had similar problems? How long have they taken to be resolved? Does a week long outage with little done to investigate constitute a breach of contract by Plusnet?
The ticket number is 83568966 if anyone from Plusnet is interested in taking a look.
Stefan
Re: Odd problem, not getting much help
07-04-2014 4:47 PM
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From looking at your RADIUS Logs on our side, you appear to be connected onto an affected batch of IP addresses which we've been having a few problems with (Internal Problems: 80323, 80276, 80295 and 80309).
Can you please restart your router and see if this does the trick as it should assign you an IP address which isn't affected by the issue?
Re: Odd problem, not getting much help
07-04-2014 5:16 PM
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Thanks for the response, I'll try that when I get home from work.
Can you please share the affected subnets/ranges?
This also begs the question why nobody else has been able to share this information with me in the last week? If I'd been told this early last week, I'd not feel like I was being palmed off with an answer that was irrelevant.
Stefan
Re: Odd problem, not getting much help
07-04-2014 5:20 PM
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I'll chase why you weren't given any helpful information on that.
With regards to the IP Ranges, we're still looking at which IP Ranges this affects in total, however, I'd try and steer clear of IP's such as: 146.200.XXX.XXX
Re: Odd problem, not getting much help
07-04-2014 8:26 PM
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I suspect there is a much wider range of IPs affected......
Has some new DPI/traffic shaping equipment been introduced in the last week?
Stefan
Re: Odd problem, not getting much help
07-04-2014 9:03 PM
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not as far as I'm aware but I can double check tomorrow. Can I just check, you can't access any HTTP traffic at all? But you can use HTTPS for example, as normal?
Re: Odd problem, not getting much help
07-04-2014 9:12 PM
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Yep, definitely only HTTP affected, all other protocols are ok. It's not the port either as the TCP 3-way handshake completes correctly on port 80, it is just the actual HTTP traffic which does not get through.
If you look at the ticket, you'll see a Citrix Sharefile link in my update from Friday evening from which you can download 2 network captures (Wireshark .pcap files) which illustrate the behaviour exactly, one for theregister.co.uk and one for bbc.co.uk I'm also hoping to be able to do some testing on non port 80 HTTP traffic to see if it is also affected.
I did notice after my reboot of the BT Openreach modem that traffic worked normally for literally 2 minutes before it reverted to the same behaviour.
Stefan
Re: Odd problem, not getting much help
07-04-2014 9:42 PM
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Re: Odd problem, not getting much help
07-04-2014 10:27 PM
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Stefan
Re: Odd problem, not getting much help
07-04-2014 11:01 PM
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I'll get the Gurus to take a look tomorrow morning for you.
Re: Odd problem, not getting much help
08-04-2014 12:41 PM
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I've updated Ticket 83568966 for you, I hope this has resolved the problem for you.
Re: Odd problem, not getting much help
09-04-2014 7:29 AM
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Thank you for your update, the issue has indeed been resolved.
Thank you for looking at the issue promptly and actually taking note of the information I provided.
Stefan
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