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Unable to connect to LoveFilm

kev46
Dabbler
Posts: 11
Registered: 01-06-2010

Unable to connect to LoveFilm

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
23 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Unable to connect to LoveFilm

No problem here but I am using Google DNS servers
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Unable to connect to LoveFilm

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?
kev46
Dabbler
Posts: 11
Registered: 01-06-2010

Re: Unable to connect to LoveFilm

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  Roll eyes
kev46
Dabbler
Posts: 11
Registered: 01-06-2010

Re: Unable to connect to LoveFilm

Just did a traceroute at network-tools.com which timed out everytime
Community Gaffer
Community Gaffer
Posts: 13,407
Thanks: 1,177
Fixes: 91
Registered: 04-04-2007

Re: Unable to connect to LoveFilm

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 ?

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

Apprentice
Grafter
Posts: 614
Registered: 04-11-2008

Re: Unable to connect to LoveFilm

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

kev46
Dabbler
Posts: 11
Registered: 01-06-2010

Re: Unable to connect to LoveFilm

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 (193.62.116.1Cool  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 (146.97.33.9Cool  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
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Unable to connect to LoveFilm

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!
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
kev46
Dabbler
Posts: 11
Registered: 01-06-2010

Re: Unable to connect to LoveFilm

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  *
Community Gaffer
Community Gaffer
Posts: 13,407
Thanks: 1,177
Fixes: 91
Registered: 04-04-2007

Re: Unable to connect to LoveFilm

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?

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

kev46
Dabbler
Posts: 11
Registered: 01-06-2010

Re: Unable to connect to LoveFilm

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?
Community Gaffer
Community Gaffer
Posts: 13,407
Thanks: 1,177
Fixes: 91
Registered: 04-04-2007

Re: Unable to connect to LoveFilm

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?

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

kev46
Dabbler
Posts: 11
Registered: 01-06-2010

Re: Unable to connect to LoveFilm

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
htid85
Dabbler
Posts: 16
Registered: 17-05-2010

Re: Unable to connect to LoveFilm

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.