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Unusual connection problem

quark
Dabbler
Posts: 11
Registered: ‎25-03-2014

Unusual connection problem

Hi I have an unusual problem with my connection, it works perfectly except it will not connect me witrh my own web sites and emails which are hosted on Hostgator in the USA. Hostgator is working fine because I can log into my sites via my mobile phone it's just my Plusnet connection which wont connect.
Before opening a ticket as I'm a new Plusnet customer I thought I'd ask here first if there is possibly some setting with my fibre connection that I have not selected/deselected. I have the firewall off and no ports are blocked, I have also tried different DNS servers, all to no avail  Cry

9 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Unusual connection problem

Hi quark,
Sorry to hear you're having issues with this. What happens when you try to do a traceroute? Does it just time out?
Chris Pettitt
Cloud Environments Engineer
quark
Dabbler
Posts: 11
Registered: ‎25-03-2014

Re: Unusual connection problem

Yes thats the strange thing. The reason I first noticed it was when trying to access my emails, the connection just timed out so then I started investigating. If I try to visit any of my sites or check mails I get "Connecting" then nothing it times out with waiting for server. Just out of curiosity see if you can connect to one of my holding domains www.odos.co.uk
adie:quote
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Unusual connection problem

That's loaded..it took a while but it looks fine now.
"Nuthin here but us ghosts" - Nice, very spooky! Smiley
Chris Pettitt
Cloud Environments Engineer
quark
Dabbler
Posts: 11
Registered: ‎25-03-2014

Re: Unusual connection problem

Strange this is what I get
C:\Users\Odos>tracert odos.co.uk
Tracing route to odos.co.uk [192.254.235.179]
over a maximum of 30 hops:
 1     7 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
 2    16 ms    15 ms    19 ms  lo0-central10.ptw-ag01.plus.net [195.166.128.195]
 3    24 ms    25 ms    25 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.144]
 4    15 ms    15 ms    15 ms  xe-4-2-0.ptw-cr01.plus.net [212.159.0.240]
 5     *        *        *     Request timed out.
 6    81 ms    87 ms    82 ms  100ge1-1.core1.nyc4.he.net [72.52.92.166]
 7    97 ms    97 ms    97 ms  100ge7-2.core1.chi1.he.net [184.105.223.161]
 8   133 ms   127 ms   127 ms  10ge3-2.core1.den1.he.net [184.105.213.86]
 9   140 ms   160 ms   139 ms  10ge4-2.core1.slc1.he.net [184.105.222.154]
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.
18     *        *        *     Request timed out.
19     *        *        *     Request timed out.
It never completes which is why I wondered if I have a setting wrong because my phone connects almost instantly.
Update : I've now also tried rebooting my modem/router to see if by any chance I could connect through another gateway and solve the problem but it's made no difference so I'm open to any other suggestions or is it now a case of opening a ticket?
[Moderator's note by Adie (dvorak):  Full quote of preceding post removed, as per Forum Rule]
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Unusual connection problem

I've just tested this with your details as a test and with some dummy details and we think that the hosting provider has blocked some of our IP's.
We've tested this using Wireshark and can see us requesting the page but getting no response. You'll need to contact your hosting provider to see why they have done this :/
Chris Pettitt
Cloud Environments Engineer
Superuser
Superuser
Posts: 12,729
Thanks: 3,986
Fixes: 26
Registered: ‎22-08-2007

Re: Unusual connection problem

@Quark,
It loaded instantly for me.  Are you on a fixed IP address?  If you are and your provider has blocked some IP addresses, you will need to see if your specific address has been blocked.
If you are on a dynamic IP, you could try numerous router reconnects, noting each time the address you are allocated and see if it makes any difference.
quark
Dabbler
Posts: 11
Registered: ‎25-03-2014

Re: Unusual connection problem

@Townman
Hi, thanks for taking the time to reply. I'm on a dynamic IP, so far I've tried six restarts and got different IP's but it was the same result with them all so far, the routing just.stops dead at the "Hurricane Electric" servers in Fremont, California. Not done too many restarts though as I don't want the DLM to think I have a bad line and cut my speed.
As you connected to my site no problem can I ask, are you on ADSL or Fibre? I'm on fibre and was just wondering if Fibre gets different routing to ADSL.

Edit : I have just set up a Static IP and the problem disappeared, obviously it's something to do with the Dynamic IP routing. What precisely I have no idea but for me it's now solved. Cheesy Cool
Edit2: OH NO IT'S NOT  Cry   Everything worked fine after setting up the static IP for a few minuets but I'm back to square one, I can't access any of my sites or emails.
Edit3: logged on this morning (Sun 13th ) and everything is working again. No idea why  Huh
Superuser
Superuser
Posts: 12,729
Thanks: 3,986
Fixes: 26
Registered: ‎22-08-2007

Re: Unusual connection problem

Hi Quark,
Just did another test and got near instant response.  I'm on ADSL(1) over 21CN running at 5.2Mbps synch.  Ran tracert and pathping diagnostics for you...

#14/04/2014-14:51:29.99
C:\Users\Kevin>tracert www.odos.co.uk
Tracing route to odos.co.uk [192.254.235.179]
over a maximum of 30 hops:
 1   128 ms    99 ms    98 ms  dsldevice.lan [192.168.1.254]
 2    94 ms    35 ms    34 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
 3    38 ms    38 ms    38 ms  link-b-central10.ptn-gw02.plus.net [212.159.2.138]
 4    39 ms   256 ms    40 ms  xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
 5   503 ms    42 ms    35 ms  10gigabitethernet5-1.core1.lon1.he.net [5.57.80.128]
 6    35 ms    35 ms    36 ms  10ge3-1.core1.lon2.he.net [72.52.92.222]
 7   186 ms   100 ms   100 ms  100ge1-1.core1.nyc4.he.net [72.52.92.166]
 8   501 ms   340 ms   127 ms  100ge7-2.core1.chi1.he.net [184.105.223.161]
 9   514 ms   158 ms   259 ms  10ge3-2.core1.den1.he.net [184.105.213.86]
10   164 ms   635 ms   378 ms  10ge4-2.core1.slc1.he.net [184.105.222.154]
11   191 ms   566 ms   380 ms  ace-data-centers-inc.10gigabitethernet1-4.core1.slc1.he.net [66.160.133.118]
12   163 ms   614 ms   163 ms  prv-212-1-1-0.unifiedlayer.com [69.27.175.157]
13   163 ms   592 ms   164 ms  192.254.235.179
Trace complete.

Some of the steps (especially the latter ones) should marked pauses before displaying the results.

#14/04/2014-14:52:07.75
C:\Users\Kevin>pathping www.odos.co.uk
Tracing route to odos.co.uk [192.254.235.179]
over a maximum of 30 hops:
 0  ADVENT.lan [192.168.1.71]
 1  dsldevice.lan [192.168.1.254]
 2  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
 3  link-b-central10.ptn-gw02.plus.net [212.159.2.138]
 4  xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
 5  10gigabitethernet5-1.core1.lon1.he.net [5.57.80.128]
 6  10ge3-1.core1.lon2.he.net [72.52.92.222]
 7  100ge1-1.core1.nyc4.he.net [72.52.92.166]
 8  100ge7-2.core1.chi1.he.net [184.105.223.161]
 9  10ge3-2.core1.den1.he.net [184.105.213.86]
10  10ge4-2.core1.slc1.he.net [184.105.222.154]
11  ace-data-centers-inc.10gigabitethernet1-4.core1.slc1.he.net [66.160.133.118]
12  prv-212-1-1-0.unifiedlayer.com [69.27.175.157]
13  192.254.235.179
Computing statistics for 325 seconds...
           Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
 0                                           ADVENT.lan [192.168.1.71]
                               0/ 100 =  0%   |
 1   47ms     0/ 100 =  0%     0/ 100 =  0%  dsldevice.lan [192.168.1.254]
                               0/ 100 =  0%   |
 2  121ms     0/ 100 =  0%     0/ 100 =  0%  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
                               0/ 100 =  0%   |
 3  122ms     0/ 100 =  0%     0/ 100 =  0%  link-b-central10.ptn-gw02.plus.net [212.159.2.138]
                               0/ 100 =  0%   |
 4  132ms     0/ 100 =  0%     0/ 100 =  0%  xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
                               0/ 100 =  0%   |
 5  ---     100/ 100 =100%   100/ 100 =100%  10gigabitethernet5-1.core1.lon1.he.net [5.57.80.128]
                               0/ 100 =  0%   |
 6  101ms     0/ 100 =  0%     0/ 100 =  0%  10ge3-1.core1.lon2.he.net [72.52.92.222]
                               0/ 100 =  0%   |
 7  204ms     0/ 100 =  0%     0/ 100 =  0%  100ge1-1.core1.nyc4.he.net [72.52.92.166]
                               0/ 100 =  0%   |
 8  241ms     0/ 100 =  0%     0/ 100 =  0%  100ge7-2.core1.chi1.he.net [184.105.223.161]
                               0/ 100 =  0%   |
 9  261ms     0/ 100 =  0%     0/ 100 =  0%  10ge3-2.core1.den1.he.net [184.105.213.86]
                               0/ 100 =  0%   |
10  291ms     0/ 100 =  0%     0/ 100 =  0%  10ge4-2.core1.slc1.he.net [184.105.222.154]
                               0/ 100 =  0%   |
11  283ms     0/ 100 =  0%     0/ 100 =  0%  ace-data-centers-inc.10gigabitethernet1-4.core1.slc1.he.net [66.160.133.118]
                               0/ 100 =  0%   |
12  289ms     0/ 100 =  0%     0/ 100 =  0%  prv-212-1-1-0.unifiedlayer.com [69.27.175.157]
                               0/ 100 =  0%   |
13  277ms     0/ 100 =  0%     0/ 100 =  0%  192.254.235.179
Trace complete.

...OK so I'm not the hottest on understanding the pingpath stats, but it does look like there are some issues on step 5 in the path... or may be more likely it just does not respond to pings!
HTH.
quark
Dabbler
Posts: 11
Registered: ‎25-03-2014

Re: Unusual connection problem

Hi Towman,
Thanks a lot for the traces and pings, as I added to my last post yesterday for some reason my connection started working fine again yesterday morning ( Sunday ) From all the trace routes done from this end the trouble when it was active seemed to be that everything stopped dead at IP 184.105.222.154 which is Hurricane Electrics in California. My trace still goes through this IP now  but it works as it should  Grin
I suspect they must have had a fault which they have quietly repaired. I have no idea if thats true or not I'm just glad to have a fully functioning connection. Just to be clear I'm not blaming anyone, I guess it was just my bad luck. Smiley