Unable to connect to LoveFilm

[#1]

Hi All
Since using Plusnet (about two weeks) I haven't been able to connect to LoveFilm for some reason, I have cleared the browsers cache and cookies and tried both Firefox and Explorer on two different machines, but with no luck.
The site appears to be available by checking with http://downforeveryoneorjustme.com
It's as if Plusnet have blocked the site, but that wouldn't make any sense!
Any help would be much appreciated.
Kev

[#2]

No problem here but I am using Google DNS servers

[#3]

Hmmmm, it's working fine from the office and from a remote Plusnet connection (with both of our IP subnets).
Can you do a traceroute to the site?

[#4]

Yes I can do a traceroute using McAfee. The information shown looks exactly the same for both PlusNet and Vodafone Mobile Connect which works with LoveFilm
Do you want me to post the information, unfortunately McAfee doesn't allow you to cut and paste it 

[#5]

Just did a traceroute at network-tools.com which timed out everytime

[#6]

This is what a trace shows from my Plusnet connection and I *can* access the site without problems.

>tracert lovefilm.com
Tracing route to lovefilm.com [194.117.248.100]
over a maximum of 30 hops:
  1     1 ms     1 ms     2 ms  gateway.anfield [192.168.1.254]
  2    25 ms    27 ms    31 ms  lo0-central1.ptn-ag01.plus.net [195.166.128.202]
  3    26 ms    26 ms    29 ms  gi2-6-111.ptn-gw01.plus.net [84.92.3.137]
  4    26 ms    28 ms    34 ms  te2-2.thn-gw1.plus.net [212.159.1.54]
  5    27 ms    24 ms    25 ms  te2-3.thn-gw2.plus.net [212.159.1.58]
  6    24 ms    27 ms    27 ms  te2-2.pcl-gw02.plus.net [212.159.0.189]
  7    24 ms    25 ms    27 ms  195.50.122.129
  8    26 ms    28 ms    24 ms  ae-33-51.ebr1.London1.Level3.net [4.69.139.65]
  9    37 ms    36 ms    35 ms  ae-3-3.ebr2.London2.Level3.net [4.69.141.190]
 10    28 ms    27 ms    28 ms  ae-25-56.car1.London2.Level3.net [4.68.117.175]
 11   166 ms   202 ms   204 ms  tge-9-3-146.core-r-1.lon2.adaptplc.com [212.187.
196.82]
 12    27 ms    29 ms    26 ms  ge-6-3.access13.lon2.adaptplc.com [85.133.21.118
]
 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.

Shot in the dark but you might want to try tweaking your MTU/RWIN settings.
What happens when you try accessing the site anyway, does it just time out? Have you tried temporarily disabling any Internet security software you have running and what happens if you try browsing to http://194.117.248.100 ?

[#7]

Same here with my connection, the web page opens OK but the tracert times out:-

Tracing route to lovefilm.com [194.117.248.100]
over a maximum of 30 hops:-
  1     2 ms    <1 ms    <1 ms  192.168.0.1
  2    57 ms    58 ms    55 ms  rb3-lo1.core.global.net.uk [80.189.99.243]
  3    56 ms    58 ms    59 ms  rb2-ge0-3v405.core.global.net.uk [80.189.99.209]
  4    75 ms    57 ms    57 ms  po2.pte-gw1.plus.net [212.159.2.113]
  5    58 ms    57 ms    57 ms  te2-2.pcl-gw01.plus.net [212.159.0.185]
  6    57 ms    57 ms    57 ms  te2-1.pcl-gw02.plus.net [212.159.1.114]
  7    57 ms    57 ms    58 ms  195.50.122.129
  8    57 ms    64 ms    60 ms  ae-33-51.ebr1.London1.Level3.net [4.69.139.65]
  9    66 ms    58 ms    67 ms  ae-3-3.ebr2.London2.Level3.net [4.69.141.190]
 10    67 ms    57 ms    58 ms  ae-25-54.car1.London2.Level3.net [4.68.117.111]
 11    57 ms    58 ms    61 ms  tge-9-3-146.core-r-1.lon2.adaptplc.com [212.187.196.82]
 12    58 ms    59 ms    58 ms  ge-6-1.access13.lon2.adaptplc.com [85.133.21.62]
 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.
 20     *        *        *     Request timed out.
 21  ^C

[#8]

Ran a traceroute after setting my RWIN=65535 and MTU=1500 as suggested and this is what I get:
traceroute to 194.117.248.100 (194.117.248.100), 30 hops max, 38 byte packets
1  alan5 (193.62.127.129)  1.113 ms  1.698 ms  1.350 ms
2  gw-fw (193.63.74.131)  0.310 ms  0.463 ms  0.295 ms
3  c-pop (193.63.74.226)  1.179 ms  1.015 ms  0.911 ms
4  193.62.116.18 (193.62.116.18)  1.344 ms  1.203 ms  1.332 ms
5  so-1-2-0.leed-sbr1.ja.net (146.97.42.169)  2.335 ms  2.316 ms  2.335 ms
6  so-5-1-0.lond-sbr1.ja.net (146.97.33.98)  6.830 ms  6.765 ms  6.740 ms
7  so-6-0-0.lond-sbr4.ja.net (146.97.33.154)  7.062 ms  7.164 ms  7.083 ms
8  if-5-0-0.core4.LDN-London.as6453.net (80.231.76.41)  7.162 ms  7.127 ms  7.101 ms
9  Vlan1707.icore1.LDN-London.as6453.net (195.219.83.45)  12.085 ms  16.932 ms  18.058 ms
10  xe-10-2-0-edge3.london1.level3.net (4.68.63.105)  7.630 ms  7.495 ms  8.302 ms
11  ae-33-51.ebr1.London1.Level3.net (4.69.139.65)  8.223 ms  8.416 ms  8.264 ms
12  ae-3-3.ebr2.London2.Level3.net (4.69.141.190)  11.766 ms  17.167 ms  18.136 ms
13  ae-25-56.car1.London2.Level3.net (4.68.117.175)  8.653 ms  8.787 ms  8.965 ms
14  tge-9-3-146.core-r-1.lon2.adaptplc.com (212.187.196.82)  9.537 ms  9.111 ms  8.347 ms
15  ge-6-1.access13.lon2.adaptplc.com (85.133.21.62)  9.478 ms  8.988 ms  8.975 ms
16  * * *
17  * * *
18  * *
Turned off the McAfee and Netgear firewalls but it still just times out or displays ''Waiting for ...' for forever when browsing to http://www.lovefilm.com or http://194.117.248.100

[#9]

Quote from: kev46

The information shown looks exactly the same for both PlusNet and Vodafone Mobile Connect which works with LoveFilm

The traceroute information for lovefilm.com should look VERY different when going from a PN to VMC connection!

[#10]

Sorry, this is all a bit new to me! The information was from VisualTrace within McAfee which I now realise wasn't what Mand was referring to.
Don't really understand why I have alan5 and c-pop in my trace when Bob and Apprentice didn't?
I have also noticed that I am unable to browse to www.verisign.co.uk

traceroute to 69.58.181.101 (69.58.181.101), 30 hops max, 38 byte packets
 1  alan5 (193.62.127.129)  0.869 ms  0.656 ms  1.321 ms
 2  gw-fw (193.63.74.131)  0.336 ms  0.606 ms  0.239 ms
 3  c-pop (193.63.74.226)  1.201 ms  0.835 ms  0.792 ms
 4  193.62.116.18 (193.62.116.18)  1.120 ms  1.102 ms  1.225 ms
 5  so-1-2-0.leed-sbr1.ja.net (146.97.42.169)  2.468 ms  2.299 ms  2.604 ms
 6  so-5-1-0.lond-sbr1.ja.net (146.97.33.98)  6.851 ms  6.706 ms  6.684 ms
 7  so-6-0-0.lond-sbr4.ja.net (146.97.33.154)  7.182 ms  7.058 ms  7.004 ms
 8  if-5-0-0.core4.LDN-London.as6453.net (80.231.76.41)  7.050 ms  7.034 ms  7.040 ms
 9  if-15-0-0-1773.core2.NTO-NewYork.as6453.net (216.6.97.109)  78.001 ms  78.174 ms  78.234 ms
10  Vlan1260.icore1.NTO-NewYork.as6453.net (209.58.26.66)  89.463 ms *  81.372 ms
11  192.205.35.13 (192.205.35.13)  78.853 ms  78.428 ms  78.260 ms
12  cr2.n54ny.ip.att.net (12.122.86.10)  85.064 ms  85.580 ms  84.835 ms
13  cr2.wswdc.ip.att.net (12.122.3.38)  84.010 ms  84.447 ms  84.282 ms
14  12.122.134.157 (12.122.134.157)  83.632 ms  84.157 ms  83.582 ms
15  12.89.182.86 (12.89.182.86)  87.237 ms  86.778 ms  86.905 ms
16  vlan98.sw2.shared-fo.ilg1.verisign.com (69.58.176.234)  86.689 ms  86.764 ms  86.648 ms
17  * * *
18  * * *
19  *

[#11]

A trace to Verisign should look similar to this from a Plusnet connection, notice that it stops at a similar place to yours.

Tracing route to www-co-uk-ilg.verisign.net [69.58.181.101]
over a maximum of 30 hops:
  1     3 ms     1 ms     3 ms  gateway.anfield [192.168.1.254]
  2    26 ms    28 ms    26 ms  lo0-central1.ptn-ag01.plus.net [195.166.128.202]
  3    76 ms    92 ms    33 ms  gi2-6-111.ptn-gw01.plus.net [84.92.3.137]
  4    24 ms    25 ms    25 ms  te2-2.thn-gw1.plus.net [212.159.1.54]
  5    25 ms    27 ms    27 ms  te2-3.thn-gw2.plus.net [212.159.1.58]
  6    28 ms    24 ms    25 ms  te2-2.pcl-gw02.plus.net [212.159.0.189]
  7    25 ms    25 ms    26 ms  195.50.122.129
  8    29 ms    26 ms    27 ms  ae-34-52.ebr2.London1.Level3.net [4.69.139.97]
  9    97 ms    95 ms    94 ms  ae-43-43.ebr1.NewYork1.Level3.net [4.69.137.74]
 10   106 ms   106 ms    93 ms  ae-61-61.csw1.NewYork1.Level3.net [4.69.134.66]
 11   122 ms    94 ms    95 ms  ae-1-69.edge3.NewYork1.Level3.net [4.68.16.17]
 12    94 ms    95 ms    96 ms  192.205.37.73
 13   104 ms   102 ms   104 ms  cr2.n54ny.ip.att.net [12.122.130.22]
 14   150 ms   129 ms   132 ms  cr2.wswdc.ip.att.net [12.122.3.38]
 15   101 ms   104 ms   102 ms  12.122.134.153
 16   154 ms   130 ms   130 ms  12.89.182.86
 17   106 ms   104 ms   106 ms  vlan98.sw2.shared-fo.ilg1.verisign.com [69.58.17
6.234]
 18     *        *        *     Request timed out.

Quote from: kev46

Don't really understand why I have alan5 and c-pop in my trace when Bob and Apprentice didn't?

Because from what I can gather, those traces have not been run from a Plusnet connection as none of the hops pass through our network? From what I can tell it's being run from an educational establishment instead?

[#12]

Sorry Bob, I didn't realise that traceroute needed to be run from a DOS prompt.
The results look very similar to yours

Tracing route to lovefilm.com [194.117.248.100]
over a maximum of 30 hops:
  1     1 ms    <1 ms    <1 ms  192.168.0.1
  2    47 ms    50 ms    45 ms  lo0-plusnet.pte-ag2.plus.net [195.166.128.72]
  3    78 ms   214 ms   216 ms  ge0-0-0-504.pte-gw2.plus.net [84.92.4.90]
  4    44 ms    45 ms    45 ms  vl23.thn-gw2.plus.net [212.159.4.20]
  5    46 ms    45 ms    45 ms  te2-2.pcl-gw02.plus.net [212.159.0.189]
  6    46 ms    46 ms    46 ms  195.50.122.129
  7    46 ms    46 ms    46 ms  ae-33-51.ebr1.London1.Level3.net [4.69.139.65]
  8    46 ms    50 ms    55 ms  ae-3-3.ebr2.London2.Level3.net [4.69.141.190]
  9    46 ms     *       47 ms  ae-25-54.car1.London2.Level3.net [4.68.117.111]
 10    46 ms    46 ms    45 ms  tge-9-3-146.core-r-1.lon2.adaptplc.com [212.187.
196.82]
 11    46 ms    46 ms    46 ms  ge-6-3.access13.lon2.adaptplc.com [85.133.21.118
]
 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.
Tracing route to www-co-uk-ilg.verisign.net [69.58.181.101]
over a maximum of 30 hops:
  1     1 ms    <1 ms    <1 ms  192.168.0.1
  2    48 ms    47 ms    45 ms  lo0-plusnet.pte-ag2.plus.net [195.166.128.72]
  3    45 ms    44 ms    45 ms  ge0-0-0-504.pte-gw2.plus.net [84.92.4.90]
  4    45 ms    45 ms    45 ms  vl23.thn-gw2.plus.net [212.159.4.20]
  5    45 ms    45 ms    45 ms  te2-2.pcl-gw02.plus.net [212.159.0.189]
  6    46 ms    45 ms    46 ms  195.50.122.129
  7    46 ms    45 ms    45 ms  ae-34-52.ebr2.London1.Level3.net [4.69.139.97]
  8   114 ms   114 ms   115 ms  ae-44-44.ebr1.NewYork1.Level3.net [4.69.137.78]
  9   122 ms   125 ms   126 ms  ae-61-61.csw1.NewYork1.Level3.net [4.69.134.66]
 10   115 ms   116 ms   133 ms  ae-1-69.edge3.NewYork1.Level3.net [4.68.16.17]
 11   124 ms   124 ms   123 ms  192.205.37.69
 12   126 ms   126 ms   126 ms  cr2.n54ny.ip.att.net [12.122.130.18]
 13   124 ms   124 ms   123 ms  cr2.wswdc.ip.att.net [12.122.3.38]
 14   124 ms   125 ms   125 ms  12.122.134.157
 15   128 ms   128 ms   127 ms  12.89.182.86
 16   127 ms   127 ms   128 ms  vlan98.sw2.shared-fo.ilg1.verisign.com [69.58.17
6.234]
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.

I'm using a Netgear NGN1000, would there be any settings worth altering there?

[#13]

Quote from: kev46

I'm using a Netgear NGN1000, would there be any settings worth altering there?

Not familiar with that model of router TBH. I guess the next stage would be for you to run a quick Wireshark capture whilst trying to access the site to see if that tells us anything?

[#14]

Hi Bob, I have run the Wireshark capture and there isn't a DNS lookup for LoveFilm, could that be the problem?
google.co.uk, which is okay

lovefilm

[#15]

Hi guys
I'm having exactly the same problem - my connection's been active for a week now, and there's just certain sites I can't access. Lovefilm is one of them, and also thesun.co.uk and sysopt.com - there's various. It seems like 50% work and 50% don't.
I can see the site name at the top of the browser so it's making a connection, and the progress bar hits 90%, it just won't actually load the page. Is it the same as that for you Kev?
My traceroutes are timing out on them too...
Any thoughts on this would be welcome, I'm glad it's not just me!
thanks
Matt
TraceRoute to 194.117.248.100 [images4.lovefilm.com]
Hop (ms) (ms) (ms) IP Address Host name
1 15 36 29 72.249.128.105 -
2 17 8 38 8.9.232.73 xe-5-3-0.edge3.dallas1.level3.net
3 21 16 18 4.69.145.179 ae-82-80.ebr2.dallas1.level3.net
4 21 28 66 4.69.137.122 ae-3-3.ebr4.newyork1.level3.net
5 55 70 60 4.69.137.122 ae-3-3.ebr4.newyork1.level3.net
6 56 48 47 4.69.134.69 ae-71-71.ebr1.newyork1.level3.net
7 45 115 127 4.69.137.77 ae-44-44.ebr2.london1.level3.net
8 125 125 119 4.69.141.165 ae-100-100.ebr1.london1.level3.net
9 132 114 125 4.69.141.190 ae-3-3.ebr2.london2.level3.net
10 119 121 117 4.68.117.175 ae-25-56.car1.london2.level3.net
11 117 113 112 212.187.196.82 tge-9-3-146.core-r-1.lon2.adaptplc.com
12 125 133 127 85.133.21.118 ge-6-3.access13.lon2.adaptplc.com
13 Timed out 125 Timed out 85.133.21.118 ge-6-3.access13.lon2.adaptplc.com
14 Timed out Timed out Timed out -
15 Timed out Timed out Timed out -
16 Timed out Timed out Timed out -
17 Timed out Timed out Timed out -
Trace aborted.