Unusual connection problem
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Unusual connection problem
10-04-2014 1:51 PM
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Before opening a ticket as I'm a new Plusnet customer I thought I'd ask here first if there is possibly some setting with my fibre connection that I have not selected/deselected. I have the firewall off and no ports are blocked, I have also tried different DNS servers, all to no avail
Re: Unusual connection problem
10-04-2014 2:01 PM
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Sorry to hear you're having issues with this. What happens when you try to do a traceroute? Does it just time out?
Re: Unusual connection problem
10-04-2014 2:05 PM
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adie:quote
Re: Unusual connection problem
10-04-2014 2:23 PM
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"Nuthin here but us ghosts" - Nice, very spooky!
Re: Unusual connection problem
10-04-2014 2:31 PM
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C:\Users\Odos>tracert odos.co.uk
Tracing route to odos.co.uk [192.254.235.179]
over a maximum of 30 hops:
1 7 ms 2 ms 2 ms BThomehub.home [192.168.1.254]
2 16 ms 15 ms 19 ms lo0-central10.ptw-ag01.plus.net [195.166.128.195]
3 24 ms 25 ms 25 ms link-a-central10.ptw-gw01.plus.net [212.159.2.144]
4 15 ms 15 ms 15 ms xe-4-2-0.ptw-cr01.plus.net [212.159.0.240]
5 * * * Request timed out.
6 81 ms 87 ms 82 ms 100ge1-1.core1.nyc4.he.net [72.52.92.166]
7 97 ms 97 ms 97 ms 100ge7-2.core1.chi1.he.net [184.105.223.161]
8 133 ms 127 ms 127 ms 10ge3-2.core1.den1.he.net [184.105.213.86]
9 140 ms 160 ms 139 ms 10ge4-2.core1.slc1.he.net [184.105.222.154]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
It never completes which is why I wondered if I have a setting wrong because my phone connects almost instantly.
Update : I've now also tried rebooting my modem/router to see if by any chance I could connect through another gateway and solve the problem but it's made no difference so I'm open to any other suggestions or is it now a case of opening a ticket?
[Moderator's note by Adie (dvorak): Full quote of preceding post removed, as per Forum Rule]
Re: Unusual connection problem
10-04-2014 5:01 PM
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We've tested this using Wireshark and can see us requesting the page but getting no response. You'll need to contact your hosting provider to see why they have done this 😕
Re: Unusual connection problem
10-04-2014 9:37 PM
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It loaded instantly for me. Are you on a fixed IP address? If you are and your provider has blocked some IP addresses, you will need to see if your specific address has been blocked.
If you are on a dynamic IP, you could try numerous router reconnects, noting each time the address you are allocated and see if it makes any difference.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Unusual connection problem
12-04-2014 6:00 PM
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Hi, thanks for taking the time to reply. I'm on a dynamic IP, so far I've tried six restarts and got different IP's but it was the same result with them all so far, the routing just.stops dead at the "Hurricane Electric" servers in Fremont, California. Not done too many restarts though as I don't want the DLM to think I have a bad line and cut my speed.
As you connected to my site no problem can I ask, are you on ADSL or Fibre? I'm on fibre and was just wondering if Fibre gets different routing to ADSL.
Edit : I have just set up a Static IP and the problem disappeared, obviously it's something to do with the Dynamic IP routing. What precisely I have no idea but for me it's now solved.
Edit2: OH NO IT'S NOT Everything worked fine after setting up the static IP for a few minuets but I'm back to square one, I can't access any of my sites or emails.
Edit3: logged on this morning (Sun 13th ) and everything is working again. No idea why
Re: Unusual connection problem
14-04-2014 3:06 PM
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Just did another test and got near instant response. I'm on ADSL(1) over 21CN running at 5.2Mbps synch. Ran tracert and pathping diagnostics for you...
#14/04/2014-14:51:29.99
C:\Users\Kevin>tracert www.odos.co.uk
Tracing route to odos.co.uk [192.254.235.179]
over a maximum of 30 hops:
1 128 ms 99 ms 98 ms dsldevice.lan [192.168.1.254]
2 94 ms 35 ms 34 ms lo0-central10.ptn-ag03.plus.net [195.166.128.192]
3 38 ms 38 ms 38 ms link-b-central10.ptn-gw02.plus.net [212.159.2.138]
4 39 ms 256 ms 40 ms xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
5 503 ms 42 ms 35 ms 10gigabitethernet5-1.core1.lon1.he.net [5.57.80.128]
6 35 ms 35 ms 36 ms 10ge3-1.core1.lon2.he.net [72.52.92.222]
7 186 ms 100 ms 100 ms 100ge1-1.core1.nyc4.he.net [72.52.92.166]
8 501 ms 340 ms 127 ms 100ge7-2.core1.chi1.he.net [184.105.223.161]
9 514 ms 158 ms 259 ms 10ge3-2.core1.den1.he.net [184.105.213.86]
10 164 ms 635 ms 378 ms 10ge4-2.core1.slc1.he.net [184.105.222.154]
11 191 ms 566 ms 380 ms ace-data-centers-inc.10gigabitethernet1-4.core1.slc1.he.net [66.160.133.118]
12 163 ms 614 ms 163 ms prv-212-1-1-0.unifiedlayer.com [69.27.175.157]
13 163 ms 592 ms 164 ms 192.254.235.179
Trace complete.
Some of the steps (especially the latter ones) should marked pauses before displaying the results.
#14/04/2014-14:52:07.75
C:\Users\Kevin>pathping www.odos.co.uk
Tracing route to odos.co.uk [192.254.235.179]
over a maximum of 30 hops:
0 ADVENT.lan [192.168.1.71]
1 dsldevice.lan [192.168.1.254]
2 lo0-central10.ptn-ag03.plus.net [195.166.128.192]
3 link-b-central10.ptn-gw02.plus.net [212.159.2.138]
4 xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
5 10gigabitethernet5-1.core1.lon1.he.net [5.57.80.128]
6 10ge3-1.core1.lon2.he.net [72.52.92.222]
7 100ge1-1.core1.nyc4.he.net [72.52.92.166]
8 100ge7-2.core1.chi1.he.net [184.105.223.161]
9 10ge3-2.core1.den1.he.net [184.105.213.86]
10 10ge4-2.core1.slc1.he.net [184.105.222.154]
11 ace-data-centers-inc.10gigabitethernet1-4.core1.slc1.he.net [66.160.133.118]
12 prv-212-1-1-0.unifiedlayer.com [69.27.175.157]
13 192.254.235.179
Computing statistics for 325 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 ADVENT.lan [192.168.1.71]
0/ 100 = 0% |
1 47ms 0/ 100 = 0% 0/ 100 = 0% dsldevice.lan [192.168.1.254]
0/ 100 = 0% |
2 121ms 0/ 100 = 0% 0/ 100 = 0% lo0-central10.ptn-ag03.plus.net [195.166.128.192]
0/ 100 = 0% |
3 122ms 0/ 100 = 0% 0/ 100 = 0% link-b-central10.ptn-gw02.plus.net [212.159.2.138]
0/ 100 = 0% |
4 132ms 0/ 100 = 0% 0/ 100 = 0% xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
0/ 100 = 0% |
5 --- 100/ 100 =100% 100/ 100 =100% 10gigabitethernet5-1.core1.lon1.he.net [5.57.80.128]
0/ 100 = 0% |
6 101ms 0/ 100 = 0% 0/ 100 = 0% 10ge3-1.core1.lon2.he.net [72.52.92.222]
0/ 100 = 0% |
7 204ms 0/ 100 = 0% 0/ 100 = 0% 100ge1-1.core1.nyc4.he.net [72.52.92.166]
0/ 100 = 0% |
8 241ms 0/ 100 = 0% 0/ 100 = 0% 100ge7-2.core1.chi1.he.net [184.105.223.161]
0/ 100 = 0% |
9 261ms 0/ 100 = 0% 0/ 100 = 0% 10ge3-2.core1.den1.he.net [184.105.213.86]
0/ 100 = 0% |
10 291ms 0/ 100 = 0% 0/ 100 = 0% 10ge4-2.core1.slc1.he.net [184.105.222.154]
0/ 100 = 0% |
11 283ms 0/ 100 = 0% 0/ 100 = 0% ace-data-centers-inc.10gigabitethernet1-4.core1.slc1.he.net [66.160.133.118]
0/ 100 = 0% |
12 289ms 0/ 100 = 0% 0/ 100 = 0% prv-212-1-1-0.unifiedlayer.com [69.27.175.157]
0/ 100 = 0% |
13 277ms 0/ 100 = 0% 0/ 100 = 0% 192.254.235.179
Trace complete.
...OK so I'm not the hottest on understanding the pingpath stats, but it does look like there are some issues on step 5 in the path... or may be more likely it just does not respond to pings!
HTH.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Unusual connection problem
14-04-2014 4:43 PM
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Thanks a lot for the traces and pings, as I added to my last post yesterday for some reason my connection started working fine again yesterday morning ( Sunday ) From all the trace routes done from this end the trouble when it was active seemed to be that everything stopped dead at IP 184.105.222.154 which is Hurricane Electrics in California. My trace still goes through this IP now but it works as it should
I suspect they must have had a fault which they have quietly repaired. I have no idea if thats true or not I'm just glad to have a fully functioning connection. Just to be clear I'm not blaming anyone, I guess it was just my bad luck.
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