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npower.com unreachable for some Plusnet customers

DTEG
Rising Star
Posts: 84
Thanks: 10
Registered: ‎08-06-2007

npower.com unreachable for some Plusnet customers

Anyone able to confirm (or otherwise) whether they can connect to the energy website http://www.npower.com, please?
I can't, other Plusnet customers I know cannot either, and third-party web services suggest it's down, but I can access it via my mobile (O2 3G network) so it would seem to be a peering rather than server issue, possibly with Level3.
Plusnet support say it's working fine though. Have sent them a traceroute for analysis.
Mystified, so wondered if anyone else could shed any light...
Edit: gateway for our connection is currently ptn-bng01
12 REPLIES
JayG
Pro
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Registered: ‎30-10-2011

Re: npower.com unreachable for some Plusnet customers

Works fine for me - gateway ptw-ag04
G3WYP
Grafter
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Registered: ‎26-10-2014

Re: npower.com unreachable for some Plusnet customers

I just clicked on your link and was taken straight to Npower website so ok with me.
Superuser
Superuser
Posts: 13,048
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Registered: ‎22-08-2007

Re: npower.com unreachable for some Plusnet customers

Works for me, though a bit slow.
Frankly not being able to connect to nPower has a lot going for it.  They are the worst energy supplier I have ever had the misfortune to deal with.  They cannot get their billing right and once you get into dispute with them they put accounts over to debt collectors even before they've sent the bill out.
Avoid at all costs!
Community Veteran
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Registered: ‎11-08-2007

Re: npower.com unreachable for some Plusnet customers

It's working for me (via gateway ptn-ag01), see screenshot below -
Community Veteran
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Registered: ‎15-06-2007

Re: npower.com unreachable for some Plusnet customers

no problem here  but the tracert is odd - why is it going via Amsterdam
Tracing route to www.npower.com [46.18.118.60]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  dsldevice.lan [192.168.1.254]
  2    31 ms    30 ms    30 ms  lo0.11.central11.ptw-bng01.plus.net [195.166.128.171]
  3    31 ms    31 ms    30 ms  irb.11.PTW-CR01.plus.net [84.93.249.17]
  4    31 ms    31 ms    31 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]
  5    39 ms    38 ms    39 ms  gblx-level3-ae.amsterdam1.Level3.net [4.68.110.198]
  6    39 ms    39 ms    39 ms  po3.ar4.LON3.gblx.net [67.17.111.141]
  7    39 ms    39 ms    39 ms  208.51.142.250
  8    *        *        *    Request timed out.
  9    *        *        *    Request timed out.
10    *        *        *    Request timed out.
11    *
DTEG
Rising Star
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Registered: ‎08-06-2007

Re: npower.com unreachable for some Plusnet customers

Quote from: Townman
Avoid at all costs!

Don't worry, this investigation is not directly on our own behalf Smiley
DTEG
Rising Star
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Registered: ‎08-06-2007

Re: npower.com unreachable for some Plusnet customers

Quote from: Oldjim
no problem here  but the tracert is odd - why is it going via Amsterdam
Tracing route to www.npower.com [46.18.118.60]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  dsldevice.lan [192.168.1.254]
  2    31 ms    30 ms    30 ms  lo0.11.central11.ptw-bng01.plus.net [195.166.128.171]
  3    31 ms    31 ms    30 ms  irb.11.PTW-CR01.plus.net [84.93.249.17]
  4    31 ms    31 ms    31 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]
  5    39 ms    38 ms    39 ms  gblx-level3-ae.amsterdam1.Level3.net [4.68.110.198]
  6    39 ms    39 ms    39 ms  po3.ar4.LON3.gblx.net [67.17.111.141]
  7    39 ms    39 ms    39 ms  208.51.142.250
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
10     *        *        *     Request timed out.
11     *

And that works? That's pretty much exactly the traceroute we get, where it doesn't, dead-ending at 208.51.142.250.
Community Veteran
Posts: 5,472
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Registered: ‎11-08-2007

Re: npower.com unreachable for some Plusnet customers

I have the same traceroute and the npower site works for me.
I am NOT using Plusnet DNS - if that makes any difference.
Moderator
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Registered: ‎14-04-2007

Re: npower.com unreachable for some Plusnet customers

Works fine for me and logged in ok.
Not had any major problems with them as an energy supplier.
Same tracert.
Is this Level3 having fun with the traffic again? or dare I say it, Black Friday traffic causing reroutes.

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

DTEG
Rising Star
Posts: 84
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Registered: ‎08-06-2007

Re: npower.com unreachable for some Plusnet customers

Quote from: Strat
Is this Level3 having fun with the traffic again? or dare I say it, Black Friday traffic causing reroutes.

Whatever it is, it's been happening for several days according to the inlaws.
Superuser
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Registered: ‎22-08-2007

Re: npower.com unreachable for some Plusnet customers

Dick,
You are one very lucky fella.
Nine months after ceasing service with them and paying the final bill we are still in dispute with them and their agents.  There is very little I regret in life, but doing business with these people I do regret - it has been painful and expensive.
May your luck continue.   Cheesy
Kevin
DTEG
Rising Star
Posts: 84
Thanks: 10
Registered: ‎08-06-2007

Re: npower.com unreachable for some Plusnet customers

OK, thanks all - has just suddenly sprung back into life, with the same failing traceroute still.