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Slow web hosting problems - Plusnet problem?

domingopuss
Dabbler
Posts: 16
Registered: 04-12-2007

Slow web hosting problems - Plusnet problem?

Hi,
I've recently signed up to host a website with a company based in the US called Bluehost.  When I tried to use it for the first time yesterday I found the site to be very slow and sometimes connections were timing out etc.  I suspect that it is their fault, but they are blaming my Internet connection  (see email text from their support below).  Anyone got any views on the tracert below?  Are they telling porkies and should I get a refund and host with somone else before my 30 day money back guarantee is up?
Ta in advance.
Quote
You reached over 150 ms before it even got close to us. I thought I would point out some of the possible causes. On the second hop you jump all the way up to 30 ms which is not good, then you jump about 70 ms which is a problem, by the time you make it to hop 14 you go over 150 ms so the problem is way before it even makes it to our servers & we can't fix your connection for you.
treacert:
1 * * * Request timed out.
2 32 ms 31 ms 32 ms lo0-plusnet.ptn-ag2.plus.net [195.166.128.53]
3 31 ms 30 ms 31 ms ge0-0-0-204.ptn-gw02.plus.net [84.92.3.93]
4 31 ms 31 ms 31 ms te2-2.pte-gw2.plus.net [212.159.1.106]
5 32 ms 31 ms 31 ms 80.239.193.141
6 704 ms 31 ms 31 ms ldn-bb2-link.telia.net [80.91.248.94]
7 103 ms 114 ms 101 ms nyk-bb2-pos0-2-0.telia.net [213.248.65.94]
8 102 ms 103 ms 103 ms nyk-b5-link.telia.net [80.91.248.162]
9 102 ms 102 ms 102 ms 206.111.13.85.ptr.us.xo.net [206.111.13.85]
10 104 ms 104 ms 103 ms te-3-1-0.rar3.nyc-ny.us.xo.net [65.106.1.18]
11 104 ms 103 ms 104 ms ge7-0-0d0.rar1.nyc-ny.us.xo.net [65.106.1.17]
12 130 ms 131 ms 130 ms p6-0-0.RAR2.Chicago-IL.us.xo.net [65.106.0.29]
13 129 ms 130 ms 129 ms p0-0-0d0.rar1.chicago-il.us.xo.net [65.106.1.85]
14 153 ms 152 ms 154 ms p6-0-0.RAR2.Denver-CO.us.xo.net [65.106.0.25]
15 153 ms 153 ms 153 ms p0-0-0-0.RAR1.Denver-CO.us.xo.net [65.106.1.73]
16 174 ms 174 ms 173 ms p1-0-0-0.mar1.saltlake-ut.us.xo.net [65.106.6.86]
17 175 ms 173 ms 174 ms p0-0.chr1.saltlake-ut.us.xo.net [207.88.83.114]
18 188 ms 190 ms 189 ms ip65-46-48-66.z48-46-65.customer.algx.net [65.46.48.66]
19 300 ms 311 ms * box455.bluehost.com [74.220.219.55]
20 303 ms * 293 ms box455.bluehost.com [74.220.219.55]
6 REPLIES
prichardson
Grafter
Posts: 1,503
Registered: 05-04-2007

Re: Slow web hosting problems - Plusnet problem?

Sounds like they are trying to blame things on people a little too early and fail in any way to discuss the details about the packet loss in their network.
The 3nd hop results of 30ms are nothing to be concerned about. This is the average for the majority of connections on a broadband service in the UK and whilst it can be lower, is a non-issue in reality.
The hosts then indeed go in excess of 100ms, which is also fine as this is data transit accross the atlantic. This is often the average these days.
My real worry from this is the last 2 hops. Both in the bluehost network, and both seeing a jump in excess of 30%, with packet loss to boot.
Whilst I say this, the figures quoted are only a small sample. What happens if you capture data over a period of time using something like WinMTR or MTR?
domingopuss
Dabbler
Posts: 16
Registered: 04-12-2007

Re: Slow web hosting problems - Plusnet problem?

Hi, thanks for your reply.  I suspected as much.  I'll give WinMTR  a try. Thanks!
Community Veteran
Posts: 26,543
Thanks: 788
Fixes: 9
Registered: 10-04-2007

Re: Slow web hosting problems - Plusnet problem?

You could try pathping which comes with Windows. I'm on BT's RIN (not a standard PN gateway) and I'm not seeing any packet loss:
C:\Documents and Settings\John>pathping box455.bluehost.com
Tracing route to box455.bluehost.com [74.220.219.55]
over a maximum of 30 hops:
  0  elvin04 [192.168.0.104]
  1  dg834 [192.168.0.1]
  2  217.47.89.122
  3  217.47.89.161
  4  217.47.66.174
  5  217.41.217.5
  6  217.41.171.126
  7  217.41.217.38
  8  217.47.66.98
  9  62.6.40.102
10  core2-pos0-15-0-5.ealing.ukcore.bt.net [62.6.201.42]
11  transit1-gig9-0-0.ealing.ukcore.bt.net [194.72.9.234]
12  t2c1-ge8-0-0.uk-eal.eu.bt.net [166.49.168.17]
13  t2c2-p3-3.uk-lon1.eu.bt.net [166.49.164.154]
14  t2a1-ge7-0-0.uk-lon1.eu.bt.net [166.49.135.110]
15  195.66.224.130
16  p5-0-0d0.rar1.london-en.uk.xo.net [71.5.174.133]
17  p1-0-0d0.rar1.nyc-ny.us.xo.net [65.106.0.118]
18  p6-0-0.RAR2.Chicago-IL.us.xo.net [65.106.0.29]
19  p0-0-0d0.RAR1.Chicago-IL.us.xo.net [65.106.1.85]
20  p6-0-0.rar2.denver-co.us.xo.net [65.106.0.25]
21  p0-0-0-0.rar1.denver-co.us.xo.net [65.106.1.73]
22  p0-0-0-0.mar1.saltlake-ut.us.xo.net [65.106.6.82]
23  p0-0.chr1.saltlake-ut.us.xo.net [207.88.83.114]
24  ip65-46-48-66.z48-46-65.customer.algx.net [65.46.48.66]
25  box455.bluehost.com [74.220.219.55]
Computing statistics for 625 seconds...
            Source to Here  This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                          elvin04 [192.168.0.104]
                                0/ 100 =  0%  |
  1    0ms    0/ 100 =  0%    0/ 100 =  0%  dg834 [192.168.0.1]
                                0/ 100 =  0%  |
  2    8ms    0/ 100 =  0%    0/ 100 =  0%  217.47.89.122
                                0/ 100 =  0%  |
  3  ---    100/ 100 =100%  100/ 100 =100%  217.47.89.161
                                0/ 100 =  0%  |
  4  ---    100/ 100 =100%  100/ 100 =100%  217.47.66.174
                                0/ 100 =  0%  |
  5    7ms    0/ 100 =  0%    0/ 100 =  0%  217.41.217.5
                                0/ 100 =  0%  |
  6  ---    100/ 100 =100%  100/ 100 =100%  217.41.171.126
                                0/ 100 =  0%  |
  7    8ms    0/ 100 =  0%    0/ 100 =  0%  217.41.217.38
                                0/ 100 =  0%  |
  8  ---    100/ 100 =100%  100/ 100 =100%  217.47.66.98
                                0/ 100 =  0%  |
  9    7ms    0/ 100 =  0%    0/ 100 =  0%  62.6.40.102
                                0/ 100 =  0%  |
10    8ms    0/ 100 =  0%    0/ 100 =  0%  core2-pos0-15-0-5.ealing.ukcore.bt.net [62.6.201.42]
                                0/ 100 =  0%  |
11    9ms    0/ 100 =  0%    0/ 100 =  0%  transit1-gig9-0-0.ealing.ukcore.bt.net [194.72.9.234]
                                0/ 100 =  0%  |
12    8ms    0/ 100 =  0%    0/ 100 =  0%  t2c1-ge8-0-0.uk-eal.eu.bt.net [166.49.168.17]
                                0/ 100 =  0%  |
13    9ms    0/ 100 =  0%    0/ 100 =  0%  t2c2-p3-3.uk-lon1.eu.bt.net [166.49.164.154]
                                0/ 100 =  0%  |
14    9ms    0/ 100 =  0%    0/ 100 =  0%  t2a1-ge7-0-0.uk-lon1.eu.bt.net [166.49.135.110]
                                0/ 100 =  0%  |
15    9ms    0/ 100 =  0%    0/ 100 =  0%  195.66.224.130
                                0/ 100 =  0%  |
16  10ms    0/ 100 =  0%    0/ 100 =  0%  p5-0-0d0.rar1.london-en.uk.xo.net [71.5.174.133]
                                0/ 100 =  0%  |
17  92ms    0/ 100 =  0%    0/ 100 =  0%  p1-0-0d0.rar1.nyc-ny.us.xo.net [65.106.0.118]
                                0/ 100 =  0%  |
18  125ms    0/ 100 =  0%    0/ 100 =  0%  p6-0-0.RAR2.Chicago-IL.us.xo.net [65.106.0.29]
                                0/ 100 =  0%  |
19  125ms    0/ 100 =  0%    0/ 100 =  0%  p0-0-0d0.RAR1.Chicago-IL.us.xo.net [65.106.1.85]
                                0/ 100 =  0%  |
20  147ms    0/ 100 =  0%    0/ 100 =  0%  p6-0-0.rar2.denver-co.us.xo.net [65.106.0.25]
                                0/ 100 =  0%  |
21  148ms    0/ 100 =  0%    0/ 100 =  0%  p0-0-0d0.rar1.denver-co.us.xo.net [65.106.1.73]
                                0/ 100 =  0%  |
22  147ms    0/ 100 =  0%    0/ 100 =  0%  p0-0-0-0.mar1.saltlake-ut.us.xo.net [65.106.6.82]
                                0/ 100 =  0%  |
23  145ms    0/ 100 =  0%    0/ 100 =  0%  p0-0.chr1.saltlake-ut.us.xo.net [207.88.83.114]
                                0/ 100 =  0%  |
24  169ms    0/ 100 =  0%    0/ 100 =  0%  ip65-46-48-66.z48-46-65.customer.algx.net [65.46.48.66]
                                0/ 100 =  0%  |
25  159ms    0/ 100 =  0%    0/ 100 =  0%  box455.bluehost.com [74.220.219.55]
Trace complete.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
domingopuss
Dabbler
Posts: 16
Registered: 04-12-2007

Re: Slow web hosting problems - Plusnet problem?

Thanks for the tip.  Looks like your traffic is following a slightly better route than mine.  I tried pathping, but I don't think it likes the fact that my router is blocking pings.  My site seems to be running at a reasonable speed now, so Bluehost must have fed the hamster  Smiley.
Some output from WinMTR  I just ran:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                  |
|                      Host              -  %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                  No response from host -  100 |  37 |    0 |    0 |    0 |    0 |    0 |
|            lo0-plusnet.ptn-ag2.plus.net -    0 |  37 |  37 |  15 |  99 | 1344 |  31 |
|                              84.92.3.93 -    9 |  37 |  34 |  16 |  95 | 1172 |  32 |
|                  te2-2.pte-gw2.plus.net -    0 |  37 |  37 |  16 |  85 | 1047 |  31 |
|                          80.239.193.141 -    0 |  37 |  37 |  15 |  75 |  907 |  31 |
|                  ldn-bb2-link.telia.net -    0 |  37 |  37 |  15 |  67 |  766 |  31 |
|              nyk-bb2-pos0-2-0.telia.net -    0 |  37 |  37 |  93 |  161 |  671 |  94 |
|                  nyk-b5-link.telia.net -    0 |  36 |  36 |  93 |  151 |  531 |  141 |
|            206.111.13.85.ptr.us.xo.net -    0 |  36 |  36 |  93 |  141 |  390 |  140 |
|          te-3-1-0.rar3.nyc-ny.us.xo.net -    0 |  36 |  36 |  94 |  138 |  297 |  141 |
|        ge7-0-0d0.rar1.nyc-ny.us.xo.net -    0 |  36 |  36 |  93 |  138 |  157 |  140 |
|        p6-0-0.rar2.chicago-il.us.xo.net -    0 |  36 |  36 |  125 |  142 |  171 |  141 |
|      p0-0-0d0.RAR1.Chicago-IL.us.xo.net -    0 |  36 |  36 |  125 |  139 |  157 |  156 |
|        p6-0-0.rar2.denver-co.us.xo.net -    0 |  36 |  36 |  140 |  159 |  203 |  156 |
|      p0-0-0-0.RAR1.Denver-CO.us.xo.net -    0 |  36 |  36 |  140 |  172 |  297 |  157 |
|    p1-0-0-0.mar1.saltlake-ut.us.xo.net -    0 |  36 |  36 |  171 |  175 |  203 |  172 |
|        p0-0.chr1.saltlake-ut.us.xo.net -    3 |  36 |  35 |  171 |  174 |  188 |  171 |
|ip65-46-48-66.z48-46-65.customer.algx.net -    6 |  36 |  34 |  172 |  196 |  390 |  188 |
|                    box455.bluehost.com -    3 |  36 |  35 |  171 |  227 | 1610 |  187 |
|________________________________________________|______|______|______|______|______|______|
  WinMTR - 0.8. Copyleft @2000-2002 Vasile Laurentiu Stanimir  ( stanimir@cr.nivis.com )
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domingopuss
Dabbler
Posts: 16
Registered: 04-12-2007

Re: Slow web hosting problems - Plusnet problem?

This is Bluehost support's final word on the matter:
Quote
The problem you are experiencing is related to external routing disturbances beyond our control.
Looking at all the trace routes you have provided it is very clear that the route your ISP take to get to us is not a good route.
I am sorry but this is out of our control.


So, they are still not mentioning the packet loss at their end.
Any recommendations for a decent web hosting company who have decent support and offer ssh access?


carrot63
Grafter
Posts: 599
Registered: 12-07-2007

Re: Slow web hosting problems - Plusnet problem?

http://www.fuzioned.com/
I'm not sure about offering SSH, but I've been with them for 18 months without complaint and I'd highly recommend them; the least grief I've ever had with hosting. Support is genuinely second to none and they seem to be popular with PN customers.