current issues with the network?

[#1]

Hi
Joined this morning and frankly I'm underwhelmed to put it mildly.
sites I tend to try and access during the day are looked up but then don't load.
bbc.co.uk is ok
halifax.co.uk doesn't load (although I will put this down to the current sitation)
reuters.co.uk redirects to uk.reuters.com but then stops dead (firefox reports that its transferring data but it has been for the past 5 minutes and indeed the ISP I have just moved from (which purchased upstream bandwidth from plus) loaded quicker than this.
I have the netcraft toolbar installed and I know that the IP for reuters belongs to SAVVIS
I'm on option 1, have safe surf turned on and broadband firewall at medium)
Rang tech support and guy told me to ping the bbc IP which worked.
Any staff have any idea?

[#2]

Strange, what results does a tracert give you?
bbc.co.uk, halifax.co.uk and http://uk.reuters.com/ all load instantly for me. Out of interest do you have DNS servers set manually in your network settings?

[#3]

Hi Mitch,
Do you have DNS auto discovery?  Or you using your own DNS server entries?

[#4]

Tried both and OpenDNS (currently using Plusnet's via auto discovery)
Have raised a fault and provided full details of sites I have tried to use and with results, plus the router log and system info.
am a little baffled as its not consistent across the board.
My connection as of last night at about 1 a.m. when I used it was fine and as far as I was a aware it was a straight migration from a DSL circuit point of view at least.
When I spoke to support the first time and couldn't really get anywhere I found that clearing a rule on my router firewall to block anything not specifically defined worked but the fix was short lived.
local DNS cache is clear and DNS client is disabled.
Scratching my head furiously here in case there is something I have missed as I'm by no means dumb when it comes to this stuff but I haven't got a clue.
Have also disabled the broadband firewall and safe surf services and rebooted the router after doing so.
Also run zonealarm but that is currently disabled and still got the issue.

[#5]

How far does a tracert get to the affected sites? Is DNS actually resolving the domain name?

[#6]

Hi Chris
Sorry saw your post after James'
Here are the full tracerts for the affected sites/servers
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Admin>tracert uk.reuters.com
Tracing route to uk.reuters.nsatc.net [82.118.73.7]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    25 ms    23 ms    24 ms  lo0-plusnet.ptn-ag1.plus.net [195.166.128.123]
  3    24 ms    23 ms    23 ms  ge0-0-0-303.ptn-gw01.plus.net [84.92.3.9]
  4    23 ms    23 ms    24 ms  te2-2.thn-gw1.plus.net [212.159.1.54]
  5    24 ms    22 ms    23 ms  ldn-b4-link.telia.net [213.248.84.201]
  6    24 ms    23 ms    24 ms  ldn-bb2-link.telia.net [80.91.254.21]
  7    24 ms    22 ms    24 ms  ldn-b1-link.telia.net [80.91.248.93]
  8    24 ms    23 ms    24 ms  cw-ic-122209-ldn-b1.telia.net [213.248.74.214]
  9    23 ms    23 ms    23 ms  bcs1-so-2-1-0.Londonlnx.savvis.net [204.70.193.1
18]
10    24 ms    25 ms    24 ms  bcs2-as0-0.Londonlnx.savvis.net [204.70.193.202]
11    27 ms    26 ms    25 ms  cr2-pos-0-0-3-0.londonuk1.savvis.net [204.70.192
.9]
12    30 ms    27 ms    30 ms  msr1-te-0-0-0-0.londonuk5.savvis.net [204.70.202
.25]
13    25 ms    25 ms    25 ms  hr2-te-1-0-0.londonuk6.savvis.net [204.70.202.5]
14    26 ms    25 ms    26 ms  fhr2-ge-1-2-0.londonuk6.savvis.net [204.70.202.5
4]
15    25 ms    26 ms    25 ms  fhr1-as0-0.lo6.savvis.net [206.24.172.77]
16    *        *        *    Request timed out.
17    *        *        *    Request timed out.
18    *        *        *    Request timed out.
19    *        *        *    Request timed out.
20    *        *        *    Request timed out.
21    *        *        *    Request timed out.
22    *        *        *    Request timed out.
23    *        *        *    Request timed out.
24    *        *        *    Request timed out.
25    *        *        *    Request timed out.
26    *        *
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Admin>tracert www.halifax.co.uk
Tracing route to www.halifax.co.uk [212.140.245.97]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    27 ms    24 ms    22 ms  lo0-plusnet.ptn-ag1.plus.net [195.166.128.123]
  3    24 ms    63 ms    23 ms  ge0-0-0-303.ptn-gw01.plus.net [84.92.3.9]
  4    23 ms    23 ms    23 ms  te2-2.thn-gw1.plus.net [212.159.1.54]
  5    23 ms    23 ms    24 ms  linx2.ukcore.bt.net [195.66.226.10]
  6    25 ms    23 ms    24 ms  core2-pos0-1-4-0.ealing.ukcore.bt.net [62.6.201.
85]
  7    29 ms    30 ms    29 ms  core2-pos9-0.manchester.ukcore.bt.net [62.6.204.
198]
  8    32 ms    32 ms    31 ms  core2-pos13-1.sheffield.ukcore.bt.net [62.6.201.
254]
  9    30 ms    32 ms    30 ms  vhsaccess1-gig2-0.sheffield.fixed.bt.net [217.32
.171.69]
10    33 ms    31 ms    33 ms  ftip002877327-v1-lb.vhsaccess1.sheffield.fixed-n
te.bt.net [213.121.143.190]
11  62.172.161.126  reports: Destination net unreachable.
www99.americanexpress.com (secure online service server that login requests appear to be directed to)
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Admin>tracert www.halifax.co.uk
Tracing route to www.halifax.co.uk [212.140.245.97]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    27 ms    24 ms    22 ms  lo0-plusnet.ptn-ag1.plus.net [195.166.128.123]
  3    24 ms    63 ms    23 ms  ge0-0-0-303.ptn-gw01.plus.net [84.92.3.9]
  4    23 ms    23 ms    23 ms  te2-2.thn-gw1.plus.net [212.159.1.54]
  5    23 ms    23 ms    24 ms  linx2.ukcore.bt.net [195.66.226.10]
  6    25 ms    23 ms    24 ms  core2-pos0-1-4-0.ealing.ukcore.bt.net [62.6.201.
85]
  7    29 ms    30 ms    29 ms  core2-pos9-0.manchester.ukcore.bt.net [62.6.204.
198]
  8    32 ms    32 ms    31 ms  core2-pos13-1.sheffield.ukcore.bt.net [62.6.201.
254]
  9    30 ms    32 ms    30 ms  vhsaccess1-gig2-0.sheffield.fixed.bt.net [217.32
.171.69]
10    33 ms    31 ms    33 ms  ftip002877327-v1-lb.vhsaccess1.sheffield.fixed-n
te.bt.net [213.121.143.190]
11  62.172.161.126  reports: Destination net unreachable.
Trace complete.
C:\Documents and Settings\Admin>tracert www99.americanexpress.com
Tracing route to www99.americanexpress.com [12.29.100.25]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    26 ms    24 ms    23 ms  lo0-plusnet.ptn-ag1.plus.net [195.166.128.123]
  3    23 ms    24 ms    23 ms  ge0-0-0-303.ptn-gw01.plus.net [84.92.3.9]
  4    24 ms    23 ms    23 ms  te2-2.thn-gw1.plus.net [212.159.1.54]
  5    24 ms    25 ms    24 ms  ldn-b4-link.telia.net [213.248.84.201]
  6    23 ms    23 ms    22 ms  ldn-bb2-link.telia.net [80.91.251.14]
  7    95 ms    94 ms    95 ms  nyk-bb2-pos0-2-0.telia.net [213.248.65.94]
  8    97 ms    97 ms  193 ms  nyk-b5-link.telia.net [80.91.248.162]
  9    96 ms    96 ms    98 ms  192.205.34.53
10  163 ms  165 ms  163 ms  tbr1.n54ny.ip.att.net [12.122.105.46]
11  163 ms  163 ms  169 ms  cr2.n54ny.ip.att.net [12.122.16.141]
12  163 ms  164 ms  164 ms  cr2.wswdc.ip.att.net [12.122.3.38]
13  163 ms  163 ms  164 ms  cr1.attga.ip.att.net [12.122.1.173]
14  162 ms  164 ms  162 ms  cr2.dlstx.ip.att.net [12.122.28.174]
15  163 ms  164 ms  162 ms  cr1.dlstx.ip.att.net [12.122.1.209]
16  163 ms  162 ms  162 ms  cr1.phmaz.ip.att.net [12.122.28.182]
17  165 ms  166 ms  163 ms  tbr1.phmaz.ip.att.net [12.122.22.130]
18  160 ms  162 ms  163 ms  gar2.phmaz.ip.att.net [12.123.206.17]
19    *        *        *    Request timed out.
20    *        *        *    Request timed out.
21    *        *        *    Request timed out.
22    *        *        *    Request timed out.
23    *        *        *    Request timed out.
24    *        *        *    Request timed out.
25    *        *        *    Request timed out.
26    *        *        *    Request timed out.
27    *        *        *    Request timed out.
28    *        *        *    Request timed out.
29    *    12.125.99.6  reports: Destination net unreachable.

[#7]

Would it be possible for you to disconnect for 15-20 minutes while I connect as you here and try to access those sites? Drop me a post in here or via PM if that's possible and when would be the best time (I'm here till 5.30).

[#8]

Go ahead
Give me 30 secs to end the session on my router and I'll reconnect it about 5.15.
Please post your results here  or PM me as I'm waiting for a phone call about something.
Thanks for your help

[#9]

For information - I get the same results from a tracert but I can access the Halfax and Reuters sites but the Amex site redirects to https://home.americanexpress.com/home/mt_personal.shtml?

[#10]

I've just connected and tried the sites you posted on the internal support ticket. No problems that I could find Even halifax and reuters loaded normally.
Stab in the dark, but you don't have a custom hosts file do you?

[#11]

Update
Following your request Chris I ended my session by using the disconnect 'button' in Router Manager and unplugged the adapter jack plug.
Went away for some food and have just come back.
Plugged in the adapter jack, the router fired up and logged on, can now access reuters and the secure section of Amex (thanks for your input oldjim, forgot to mention about the redirection on the main site which appears to be edge cached by Akamai according to the netcraft toolbar, was just the secure section that I was having difficulty with but this now appears to be working)
Halifax.co.uk does not appear to work, while I'm allowing a little for the fact that there must be one hell of a traffic spike at the minute the fact yourself and subscribers like oldjim are getting a response obviously indicates that their servers and switchgear is coping. (I'm assuming also here that all network users share the same nameservers and it is isn't dependent on package or what gaeway you are on? incidentally this morning I was on the Telehouse North, Juniper 6 and am now on Telehouse East, Juniper 4 according to the gateway checker though I did not check in between reboots this afternoon)
In answer to your question, Chris, have never tinkered with the hosts file, indeed in my day job I support a large body of remote users using services hosted by my employer and stale DNS caches cause a lot of issues (thrse records tend to be on the local system but stake records can be a problem at the ISP too though this happens less often) so with this in mind I cleared my cache and disabled the DNS client service so that all lookups are performed on the nameservers.

Over the weekend I shall try to reinstall my TCP stack to ensure its working properly and perhaps re-flash my router firmware and will update this thread.
In the meantime many thanks to yourself, James amd of course oldjim for your replies.
Its very nice to have joined an ISP where the techs and members genuinely try and help each other out, if I can ever be of assistance, please don't hesitate to ask (I'll add my MSN ID to my profile over the weekend so folks can use that too if they want)
All the best, have a good weekend
Mitch aka techguy

[#12]

Hi Mitch,
I'll pop in over the weekend and see what's going on, hopefully it'll be fixed by the steps your taking though.

[#13]

Hi All
Problem resolved! 
I forced a factory reset of the router using the sunken reset button on the back panel and then re-ran the set up wizard, allowed it to detect the connection properties, entered my logon details and all sites are now working fine.
I was contacted by Ben from your broadband faults team (though was out at the time and forgot my mobile), have updated the ticket with them with the details.
One for the KB perhaps.
Just one other little thing, after a reset the router will only connect at around 572 Kbps as I assume it tries ADSL speeds first, go to Diagnostics within the Router Manager web interface and click Reboot and then OK, once the router reboots it will connect around 2.5 Meg and then adjust itself as normal.

on another note, it shows you that I haven't tinkered with the networking options in Windows for a bit as you cant uninstall TCP/IP from connection properties and I couldn't for the life of me remember the command line stuff  so was trying to go to Microsoft support's KB but it appears it didn't like that site either
Anyway, thanks to all of you for your input, its been very much appreciated.
Am exceedingly glad I joined Plusnet.
All the best

[#14]

Quote

Problem resolved!

w00t, thanks for coming back and letting us know. Nice to see a simple factory reset of the router resolved the problem. I haven't got access to the info I need to check regarding your sync speed question but I'll come back Monday and see what I can find.

[#15]

W00t indeed!
Cheers for your help Chris, look forward to hearing more from you about the sync speed.
Anyway, I have added my MSN ID to my profile and am happy for yourself or any members of the community to pick my brains on any issues in the future via this route too as I do get a buzz from problem solving. 
The connection is chugging along nicely now and the network seems very responsive so my decision to move to yourswlves from one of your  transit bandwidth customers was a good one I reckon.
Thanks again
Mitch