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Unable to access most websites outside the UK e.g. nytimes.com, booking.com

ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Hi,
My broadband is connected and working fine accessing the UK sites like BBC, Guardian and also YouTube & Netflix, but most international sites are not working. Nytimes.com, booking.com, speedtest.net and smh.com.au all return connection reset or timeout errors and pings time out.

Quote
Pinging nytimes.com [170.149.159.130] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 170.149.159.130:
   Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)


Quote
Pinging guardian.co.uk [77.91.251.10] with 32 bytes of data:
Reply from 77.91.251.10: bytes=32 time=37ms TTL=51
Reply from 77.91.251.10: bytes=32 time=35ms TTL=51
Reply from 77.91.251.10: bytes=32 time=33ms TTL=51
Reply from 77.91.251.10: bytes=32 time=244ms TTL=51
Ping statistics for 77.91.251.10:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 33ms, Maximum = 244ms, Average = 87ms


Quote
BT Wholesale Broadband Performance Test results
Download 12.49
Upload 0.84
Ping LatencyL 42:00


Support were unable to help and suggested I raise a fault, which I have done, but I wanted to find out if there were any community suggestions?
I have tried switching from default DNS to Google DNS and OpenDNS in the router settings and then restarting but that also made no difference.
17 REPLIES
cedlor
Grafter
Posts: 683
Thanks: 2
Registered: 02-04-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Not that it is much help butI get the same results from a ping but I can still open them in firefox on win 7. 
ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Thanks, I have tested Chrome on Windows and Mac OS and also Safari on Mac OS & iOS and the problem occurs on all so I don't think it's browser related.
dick:quote
Community Veteran
Posts: 4,979
Thanks: 376
Fixes: 16
Registered: 10-06-2010

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

What router are you using? Is it the Plusnet Hub Zero (2704N)?
There were a few issues at one time, involving the 2704N router, where some setting is incorrect on Plusnet's systems, which resulted in some sort of wrong configuration being sent to your router, and created the strange problem with some websites working but not others. And I think only Plusnet staff can fix that.
Edit: Mostly for the benefit of Plusnet staff, here's one of the previous threads: https://community.plus.net/forum/index.php/topic,143362.0.html
ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Quote from: ejs
What router are you using? Is it the Plusnet Hub Zero (2704N)?

Thanks! Yes that is the router we have.
ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Still no resolution and we seem to be able to access fewer sites than earlier in the week.
No response to fault I raised on 29th.
Pathetic service from Plusnet.
Community Veteran
Posts: 38,439
Thanks: 1,016
Fixes: 61
Registered: 15-06-2007

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Can you try a tracert and report the results as we may be able to see where things are going wrong
Community Gaffer
Community Gaffer
Posts: 13,006
Thanks: 792
Fixes: 70
Registered: 04-04-2007

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Assuming you're using the router you got shipped back in April, can you try factory resetting it (stick a pin in the reset hole at the back for 30 seconds or so whilst powered up)?
Wait 10-15 minutes for the connection to re-establish itself and then let me know if you're still having problems.

Bob Pullen
Plusnet Products Team
If I've been helpful then please give thanks ⤵

ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

We tried the factory reset again and it hasn't made any difference. I had also tried that earlier in the week after it was requested by the online support agent- they had disabled and reenabled tr69(?)
I can try the tracert soon
Community Gaffer
Community Gaffer
Posts: 13,006
Thanks: 792
Fixes: 70
Registered: 04-04-2007

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

I don't think it's the problem @ejs referred to in which case Huh

Bob Pullen
Plusnet Products Team
If I've been helpful then please give thanks ⤵

ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Tracert results - the guardian and gmail show a timeout in the trace route but the pages load completely. Booking.com & nytimes.com don't load at all- they are just 2 examples as they are sites we used to use often, we can't seem to access 80% of websites.

Tracing route to booking.com [5.57.16.220]
over a maximum of 30 hops:
  1    96 ms    7 ms    9 ms  dsldevice.lan [192.168.1.254]
  2    35 ms    30 ms    31 ms  lo0.10.Central10.pcl-bng04.plus.net [195.166.130.177]
  3    32 ms    36 ms    31 ms  irb.10.PCL-CR02.plus.net [84.93.249.82]
  4    34 ms    33 ms    33 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  5    68 ms    32 ms    34 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    56 ms    34 ms    35 ms  195.66.224.253
  7    *        *        *    Request timed out.
  8    *        *        *    Request timed out.
  9    *        *        *    Request timed out.
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.

Tracing route to nytimes.com [170.149.159.130]
over a maximum of 30 hops:
  1    2 ms    1 ms    1 ms  dsldevice.lan [192.168.1.254]
  2    31 ms    31 ms    31 ms  lo0.10.Central10.pcl-bng04.plus.net [195.166.130.177]
  3    33 ms    35 ms    32 ms  irb.10.PCL-CR01.plus.net [84.93.249.81]
  4    34 ms    32 ms    31 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  5    88 ms    32 ms    32 ms  blackhole.prolexic.com [195.66.224.31]
  6    32 ms    33 ms    32 ms  unknown.prolexic.com [72.52.60.192]
  7    36 ms    41 ms    36 ms  unknown.prolexic.com [72.52.60.197]
  8    *        *        *    Request timed out.
  9    *        *        *    Request timed out.
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.

Tracing route to guardian.co.uk [77.91.251.10]
over a maximum of 30 hops:
  1    27 ms    1 ms    1 ms  dsldevice.lan [192.168.1.254]
  2    31 ms    43 ms    31 ms  lo0.10.Central10.pcl-bng04.plus.net [195.166.130.177]
  3    34 ms    35 ms    31 ms  irb.10.PCL-CR02.plus.net [84.93.249.82]
  4    32 ms    32 ms    32 ms  195.99.126.98
  5    41 ms    34 ms    32 ms  core4-te0-19-0-21.faraday.ukcore.bt.net [109.159.249.167]
  6    30 ms    37 ms    32 ms  peer2-et-8-3-0.faraday.ukcore.bt.net [62.6.201.197]
  7    36 ms    33 ms    30 ms  213.137.183.100
  8    *        *        *    Request timed out.
  9    *        *        *    Request timed out.
10    72 ms    72 ms    73 ms  ELITE.car5.London1.Level3.net [217.163.45.98]
11  113 ms  112 ms  112 ms  77.91.255.133
12    80 ms    78 ms    78 ms  77.91.255.61
13    *        *        *    Request timed out.
14    *        *        *    Request timed out.
15    73 ms    70 ms    74 ms  www-origin.guardian.co.uk [77.91.251.10]

Tracing route to gmail.com [74.125.133.19]
over a maximum of 30 hops:
  1    2 ms    2 ms    2 ms  dsldevice.lan [192.168.1.254]
  2    55 ms    30 ms    31 ms  lo0.10.Central10.pcl-bng04.plus.net [195.166.130.177]
  3    34 ms    34 ms    33 ms  irb.10.PCL-CR02.plus.net [84.93.249.82]
  4    36 ms    31 ms    43 ms  ae2.pcl-cr01.plus.net [195.166.129.6]
  5    31 ms    31 ms    33 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  6    32 ms    32 ms    54 ms  72.14.222.97
  7    33 ms    31 ms    37 ms  72.14.235.25
  8    31 ms    34 ms    33 ms  209.85.250.124
  9    39 ms    40 ms    38 ms  209.85.253.108
10    81 ms    38 ms    40 ms  209.85.249.14
11    *        *        *    Request timed out.
12    44 ms    39 ms    42 ms  wo-in-f19.1e100.net [74.125.133.19]
Community Gaffer
Community Gaffer
Posts: 13,006
Thanks: 792
Fixes: 70
Registered: 04-04-2007

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Ah, I've just spotted something that might be contributing towards the problem but it's unlikely I'll get the chance to look into it until next week.
When did the problem occur?

Bob Pullen
Plusnet Products Team
If I've been helpful then please give thanks ⤵

ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

It started last Saturday night or early Sunday. I think I raised the fault on the 29th, I would check but I can't get to the plusnet homepage :/
Community Veteran
Posts: 470
Thanks: 34
Fixes: 2
Registered: 26-09-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

I just tried from home, traceroutes are exactly the same, nor do these hosts reply to ping (booking.com or www.booking.com, ; nytimes.com or www.nytimes.com). ; However both web sites load perfectly.  I think it's worth remembering that not all hosts will respond to ping.
[tt]C:\Windows\system32>tracert booking.com
Tracing route to booking.com [5.57.16.220]
over a maximum of 30 hops:
  1    4 ms    3 ms    5 ms  MYWAG320N [192.168.1.1]
  2    76 ms    98 ms    46 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
  3    58 ms    86 ms    49 ms  link-b-central10.ptn-gw02.plus.net [212.159.2.138]
  4    48 ms    46 ms    46 ms  xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
  5    46 ms    46 ms    47 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6  330 ms  418 ms  438 ms  195.66.224.253
  7    *        *        *    Request timed out.
  8    *        *        *    Request timed out.
  9    *        *        *    Request timed out.[/tt]
[tt]C:\Windows\system32>tracert nytimes.com
Tracing route to nytimes.com [170.149.161.130]
over a maximum of 30 hops:
  1    3 ms    3 ms    3 ms  MYWAG320N [192.168.1.1]
  2    47 ms    48 ms    47 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
  3    47 ms    46 ms    48 ms  link-b-central10.ptn-gw02.plus.net [212.159.2.138]
  4    48 ms    46 ms    48 ms  xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
  5    47 ms    47 ms    47 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6    50 ms    48 ms    48 ms  blackhole.prolexic.com [195.66.224.31]
  7    48 ms    58 ms    48 ms  unknown.prolexic.com [72.52.60.200]
  8    52 ms    53 ms    53 ms  unknown.prolexic.com [72.52.60.205]
  9    *        *        *    Request timed out.
10    *        *        *    Request timed out.
11    *        *        *    Request timed out.
12    *        *        *    Request timed out.[/tt]
ediusa
Newbie
Posts: 9
Registered: 30-11-2015

Re: Unable to access most websites outside the UK e.g. nytimes.com, booking.com

Quote from: aesmith

I just tried from home, traceroutes are exactly the same, nor do these hosts reply to ping (booking.com or www.booking.com,  nytimes.com or www.nytimes.com).   However both web sites load perfectly.   I think it's worth remembering that not all hosts will respond to ping.

Thanks for helping. Those two pages don't load at all for us, tried on multiple devices so it's not an OS/browser issue, and I can stream 1080p video from YouTube so the connection speed is okay (we have been getting a lot of drop outs though).