Cannot connect to specific domain
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- Re: Cannot connect to specific domain
Cannot connect to specific domain
12-04-2016 12:28 PM
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I really don't understand what is happening here.
From last Thursday I cannot display https://access.ukie01.com (193.240.52.40) from any of my devices on my Plusnet account at home.
The address can be pinged and traced successfully.
I have no issues with any other sites.
If I switch off Wifi on my phone then I can display the page through my Vodafone service.
If I take my laptop to a non Plusnet connection I can connect.
This address is the main log in portal for our cloud based office server so the problem is seriously affecting me.
It is also used by thousands of others on a daily basis.
With Plusnet support, I have changed dns settings both on the router and network connection.
I've tried 3 different routers all with the same result.
I understand the ticket was passed to the networking department yesterday but I have heard nothing.
I've come across some other posts with similar problems affecting other sites in the past, but their eventual cause doesn't seem to reflect my problem. For instance, I don't have a fixed IP address.
Anyone got any thoughts please?
Re: Cannot connect to specific domain
12-04-2016 12:34 PM
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I can connect to the site through a VPN, but not on a PN connection - so it's not just you.
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Cannot connect to specific domain
12-04-2016 12:36 PM
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traceroute from PN shows
traceroute to access.ukie01.com (193.240.52.40), 64 hops max, 52 byte packets 1 192.168.1.254 (192.168.1.254) 1.947 ms 0.949 ms 0.891 ms 2 lo0.10.central10.pcl-bng02.plus.net (195.166.130.151) 16.841 ms 17.316 ms 17.768 ms 3 irb.10.pcl-cr01.plus.net (84.93.249.81) 17.661 ms 17.631 ms irb.10.pcl-cr02.plus.net (84.93.249.82) 17.807 ms 4 195.99.126.98 (195.99.126.98) 18.194 ms 18.263 ms 18.085 ms 5 core4-te0-10-0-18.faraday.ukcore.bt.net (109.159.249.9) 18.216 ms core4-te0-9-0-21.faraday.ukcore.bt.net (109.159.249.143) 21.569 ms core4-te0-10-0-21.faraday.ukcore.bt.net (109.159.249.151) 18.643 ms 6 213.137.183.100 (213.137.183.100) 18.100 ms 213.137.183.96 (213.137.183.96) 17.394 ms 213.137.183.100 (213.137.183.100) 17.419 ms 7 10-1-1.ear2.london2.level3.net (212.187.139.177) 17.985 ms 18.491 ms 17.935 ms 8 ae-225-3601.edge3.london15.level3.net (4.69.167.90) 18.526 ms ae-117-3503.edge3.london15.level3.net (4.69.167.82) 18.385 ms ae-227-3603.edge3.london15.level3.net (4.69.167.98) 18.382 ms 9 ae-225-3601.edge3.london15.level3.net (4.69.167.90) 18.406 ms ae-115-3501.edge3.london15.level3.net (4.69.167.74) 18.656 ms ae-226-3602.edge3.london15.level3.net (4.69.167.94) 18.465 ms 10 gblx-level3-50g.london15.level3.net (4.68.110.158) 18.721 ms 18.869 ms 18.561 ms 11 * * *
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Cannot connect to specific domain
12-04-2016 12:43 PM - edited 12-04-2016 12:45 PM
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Thanks dvorak. I'm slightly comforted by the fact it isn't just me.
I know our Cloud services provider has had issues with clients using Plusnet. Indeed one of my colleagues had this same problem at the end of January but it was resoleved quickly - though nobody seems to know how!
My trace:
Tracing route to access.ukie01.com [193.240.52.40]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.254
2 14 ms 10 ms 7 ms lo0-central10.ptn-ag04.plus.net [195.166.128.193]
3 8 ms 8 ms 7 ms link-a-central10.ptn-gw01.plus.net [212.159.2.140]
4 7 ms 8 ms 7 ms xe-8-2-0.ptw-cr01.plus.net [212.159.0.116]
5 7 ms 7 ms 7 ms 195.99.126.138
6 9 ms 9 ms 9 ms core4-hu0-3-0-0.faraday.ukcore.bt.net [213.121.193.164]
7 8 ms 8 ms 9 ms 213.137.183.100
8 9 ms 9 ms 8 ms 10-1-1.ear2.London2.Level3.net [212.187.139.177]
9 9 ms 10 ms 8 ms ae-115-3501.edge3.London15.Level3.net [4.69.167.74]
10 9 ms 8 ms 8 ms ae-115-3501.edge3.London15.Level3.net [4.69.167.74]
11 9 ms 9 ms 8 ms gblx-level3-50g.London15.Level3.net [4.68.110.158]
12 11 ms 9 ms 10 ms 162.97.147.162
13 16 ms 15 ms 18 ms 193.240.52.40
Trace complete.
Re: Cannot connect to specific domain
12-04-2016 1:33 PM - edited 12-04-2016 4:37 PM
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I might try a VPN as a short term solution.
Re: Cannot connect to specific domain
13-05-2016 2:52 PM
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Did you ever get to the bottom of this one @ChrisMK?
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Cannot connect to specific domain
13-05-2016 3:22 PM - edited 13-05-2016 3:23 PM
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Thanks for the reply!
In my dreams.
This was the final response on April 19.
The diagnostics applied in this ticket represent the extent of the assistance we can provide for this issue if we have not already ascertained the cause. I am glad that you have sought further help through the community forums as you are far more likely to get a resolution for your issue there than through this support system. I would advise that if there are any requests for information on the forum you respond to the forum and not here, the two systems are independent of each other. |
Very disappointing since it is clearly a Plusnet issue.
I have resolved the problem by taking out a VPN subscription with HotspotShield which instantly cured it.
I am now looking at a number of alternative providers and if I find a suitable one I will instigate a move away, both for me and my 4 referrals who I support.
Re: Cannot connect to specific domain
13-05-2016 5:22 PM
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Not that it's much consolation, but I can access the site OK and my traceroute takes a similar route to yours
Tracing route to access.ukie01.com [193.240.52.40] over a maximum of 30 hops: 1 4 ms 3 ms 3 ms home.gateway [192.168.1.254] 2 * * * Request timed out. 3 * * * Request timed out. 4 8 ms 9 ms 8 ms 172.17.7.237 5 12 ms 12 ms 12 ms 172.17.11.230 6 13 ms 12 ms 12 ms be2.psb-ir01.plus.net [195.166.129.180] 7 13 ms 13 ms 13 ms 195.99.125.134 8 13 ms 14 ms 12 ms 195.99.127.70 9 12 ms 11 ms 13 ms 213.137.183.98 10 25 ms 13 ms 12 ms 10-1-1.ear2.London2.Level3.net [212.187.139.177] 11 13 ms 13 ms 12 ms ae-118-3504.edge3.London15.Level3.net [4.69.167.86] 12 13 ms 13 ms 12 ms ae-118-3504.edge3.London15.Level3.net [4.69.167.86] 13 13 ms 13 ms 13 ms gblx-level3-50g.London15.Level3.net [4.68.110.158] 14 14 ms 14 ms 14 ms 162.97.147.162 15 19 ms 19 ms 21 ms 193.240.52.40 Trace complete.
The next step I would have suggested is whether or not there's any correlation to the IP you're assigned and your ability to access the site.
Whilst I recognise it only seems to be affecting Plusnet customers, that doesn't necessarily mean it's a Plusnet issue.
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Cannot connect to specific domain
14-05-2016 8:35 AM - edited 14-05-2016 8:46 AM
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I could get to it from work but can't get to it via PN. Definitely needs some investigation I think.
Tracing route to access.ukie01.com [193.240.52.40]
over a maximum of 30 hops:1 <1 ms <1 ms <1 ms 192.168.1.254
2 10 ms 10 ms 9 ms lo0.16.Central16.pcl-bng01.plus.net [195.166.130
.210]
3 10 ms 10 ms 10 ms irb.15.pcl-cr01.plus.net [84.93.249.161]
4 11 ms 10 ms 10 ms 195.99.126.96
5 11 ms 11 ms 12 ms core4-te0-12-0-18.faraday.ukcore.bt.net [109.159
.249.17]
6 10 ms 10 ms 10 ms 213.137.183.96
7 10 ms 10 ms 10 ms 10-1-1.ear2.London2.Level3.net [212.187.139.177]8 11 ms 10 ms 10 ms ae-225-3601.edge3.London15.Level3.net [4.69.167.
90]
9 10 ms 10 ms 10 ms ae-225-3601.edge3.London15.Level3.net [4.69.167.
90]
10 11 ms 11 ms 10 ms gblx-level3-50g.London15.Level3.net [4.68.110.15
8]
11 12 ms 12 ms 12 ms 162.97.147.162
12 17 ms 15 ms 17 ms 193.240.52.40Trace complete.
A different path from Bob (going out via BT as usual
Re: Cannot connect to specific domain
14-05-2016 3:46 PM
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BoI suppose I could ask for a different ip address to see if that is the issue, though I might have expected that to have been suggested already!
Andrue: thanks for that - could you post your failed Plusnet trace when you get a chance please and also your ip address (if it's not static).
Re: Cannot connect to specific domain
14-05-2016 5:02 PM
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I can tracert to it but it times out if I try to access it via my browser.
C:\Users\ian>tracert access.ukie01.com
Tracing route to access.ukie01.com [193.240.52.40]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms PNHUB1 [192.168.1.254]
2 14 ms 12 ms 12 ms lo0.11.central11.ptn-bng01.plus.net [195.166.128.229]
3 13 ms 13 ms 13 ms irb.11.PTW-CR01.plus.net [84.93.249.17]
4 13 ms 13 ms 24 ms 195.99.126.138
5 15 ms 14 ms 14 ms core4-hu0-3-0-0.faraday.ukcore.bt.net [213.121.193.164]
6 15 ms 14 ms 13 ms 213.137.183.98
7 14 ms 15 ms 14 ms 10-1-1.ear2.London2.Level3.net [212.187.139.177]
8 16 ms 16 ms 16 ms ae-227-3603.edge3.London15.Level3.net [4.69.167.98]
9 17 ms 17 ms 16 ms ae-227-3603.edge3.London15.Level3.net [4.69.167.98]
10 14 ms 15 ms 15 ms gblx-level3-50g.London15.Level3.net [4.68.110.158]
11 16 ms 15 ms 15 ms 162.97.147.162
12 16 ms 16 ms 16 ms 193.240.52.40
Trace complete.
Re: Cannot connect to specific domain
14-05-2016 8:48 PM
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ChrisMK wrote:Andrue: thanks for that - could you post your failed Plusnet trace when you get a chance please and also your ip address (if it's not static).
That is my failed PN trace. My IP address is static.
Re: Cannot connect to specific domain
15-05-2016 10:46 AM
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OK, thanks Andrue.
Re: Cannot connect to specific domain
15-05-2016 11:37 AM - edited 15-05-2016 11:42 AM
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Interesting. From a command prompt I can tracert that site (i.e. through Plusnet)
Tracing route to access.ukie01.com [193.240.52.40] over a maximum of 30 hops: 1 <1 ms 2 ms <1 ms TP-SHARE [192.168.0.1] 2 10 ms 10 ms 10 ms lo0-central10.pcl-ag05.plus.net [195.166.128.186] 3 10 ms 10 ms 10 ms link-b-central10.pcl-gw02.plus.net [212.159.2.178] 4 10 ms 20 ms 10 ms xe-1-2-0.pcl-cr02.plus.net [212.159.0.210] 5 11 ms 11 ms 13 ms 195.99.126.98 6 11 ms 11 ms 11 ms core4-te0-0-0-20.faraday.ukcore.bt.net [109.159.249.173] 7 11 ms 11 ms 10 ms 213.137.183.102
8 11 ms 11 ms 11 ms 10-1-1.ear2.London2.Level3.net [212.187.139.177] 9 12 ms 12 ms 12 ms ae-228-3604.edge3.London15.Level3.net [4.69.167.102] 10 12 ms 12 ms 12 ms ae-228-3604.edge3.London15.Level3.net [4.69.167.102] 11 11 ms 11 ms 11 ms gblx-level3-50g.London15.Level3.net [4.68.110.158] 12 13 ms 13 ms 13 ms 162.97.147.162
13 16 ms 14 ms 15 ms 193.240.52.40 Trace complete.
However when I use a browser I too cannot connect. However doing a tracert using the 'who.is' tools has even their routing to the website failing at the last entry (should be #18 going by my CMD tracert).
traceroute to access.ukie01.com (193.240.52.40), 20 hops max, 60 byte packets
1 ip-10-0-0-14.ec2.internal (10.0.0.14) 0.329 ms
2 216.182.224.230 (216.182.224.230) 1.411 ms
3 100.64.13.193 (100.64.13.193) 18.143 ms
4 100.64.1.166 (100.64.1.166) 1.249 ms
5 100.65.3.32 (100.65.3.32) 14.369 ms
6 100.66.0.166 (100.66.0.166) 12.379 ms
7 100.66.3.66 (100.66.3.66) 53.429 ms
8 100.66.7.103 (100.66.7.103) 17.101 ms
9 100.66.4.157 (100.66.4.157) 15.343 ms
10 100.65.8.225 (100.65.8.225) 0.776 ms
11 205.251.244.220 (205.251.244.220) 1.679 ms
12 54.239.111.84 (54.239.111.84) 71.696 ms
13 54.239.109.93 (54.239.109.93) 1.669 ms
14 dca-edge-20.inet.qwest.net (67.133.224.193) 1.479 ms
15 dcp-brdr-04.inet.qwest.net (67.14.28.18) 2.907 ms
16 t9-4-10G.ar2.DCA3.gblx.net (64.208.110.29) 3.052 ms
17 162.97.147.162 (162.97.147.162) 76.496 ms
18 *
Have you contacted the site itself? Seems like a local issue
Re: Cannot connect to specific domain
15-05-2016 8:07 PM - edited 15-05-2016 8:09 PM
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@idonno wrote:
However doing a tracert using the 'who.is' tools has even their routing to the website failing at the last entry (should be #18 going by my CMD tracert).traceroute to access.ukie01.com (193.240.52.40), 20 hops max, 60 byte packets
1 ip-10-0-0-14.ec2.internal (10.0.0.14) 0.329 ms
2 216.182.224.230 (216.182.224.230) 1.411 ms
3 100.64.13.193 (100.64.13.193) 18.143 ms
4 100.64.1.166 (100.64.1.166) 1.249 ms
5 100.65.3.32 (100.65.3.32) 14.369 ms
6 100.66.0.166 (100.66.0.166) 12.379 ms
7 100.66.3.66 (100.66.3.66) 53.429 ms
8 100.66.7.103 (100.66.7.103) 17.101 ms
9 100.66.4.157 (100.66.4.157) 15.343 ms
10 100.65.8.225 (100.65.8.225) 0.776 ms
11 205.251.244.220 (205.251.244.220) 1.679 ms
12 54.239.111.84 (54.239.111.84) 71.696 ms
13 54.239.109.93 (54.239.109.93) 1.669 ms
14 dca-edge-20.inet.qwest.net (67.133.224.193) 1.479 ms
15 dcp-brdr-04.inet.qwest.net (67.14.28.18) 2.907 ms
16 t9-4-10G.ar2.DCA3.gblx.net (64.208.110.29) 3.052 ms
17 162.97.147.162 (162.97.147.162) 76.496 ms
18 *Have you contacted the site itself? Seems like a local issue
I suspect that's because who.is is using UDP rather than ICMP. The same is evident if I try tracing from a *nix box on my network (and as mentioned earlier, I can access the site):
Windows:
Tracing route to access.ukie01.com [193.240.52.40] over a maximum of 30 hops: 1 4 ms 4 ms 4 ms home.gateway [192.168.1.254] 2 * * * Request timed out. 3 * * * Request timed out. 4 10 ms 9 ms 10 ms 172.17.7.237 5 13 ms 12 ms 14 ms 172.17.11.230 6 13 ms 13 ms 14 ms be2.psb-ir01.plus.net [195.166.129.180] 7 14 ms 13 ms 14 ms 195.99.125.134 8 13 ms 14 ms 12 ms 195.99.127.70 9 13 ms 12 ms 12 ms 213.137.183.98 10 14 ms 13 ms 14 ms 10-1-1.ear2.London2.Level3.net [212.187.139.177] 11 18 ms 12 ms 14 ms ae-118-3504.edge3.London15.Level3.net [4.69.167.86] 12 14 ms 14 ms 13 ms ae-118-3504.edge3.London15.Level3.net [4.69.167.86] 13 15 ms 14 ms 13 ms gblx-level3-50g.London15.Level3.net [4.68.110.158] 14 15 ms 14 ms 15 ms 162.97.147.162 15 15 ms 16 ms 14 ms 193.240.52.40 Trace complete.
Linux:
traceroute to access.ukie01.com (193.240.52.40), 30 hops max, 60 byte packets 1 192.168.1.254 (192.168.1.254) 6.912 ms 6.549 ms 6.309 ms 2 * * * 3 * * * 4 172.17.7.237 (172.17.7.237) 15.601 ms 15.379 ms 15.157 ms 5 172.17.11.230 (172.17.11.230) 20.520 ms 20.296 ms 22.780 ms 6 be2.psb-ir01.plus.net (195.166.129.180) 22.551 ms 14.372 ms 14.006 ms 7 195.99.125.134 (195.99.125.134) 13.772 ms 17.553 ms core1-BE1.southbank.uk core.bt.net (195.99.125.130) 17.111 ms 8 peer5-hu0-11-0-1.telehouse.ukcore.bt.net (195.99.127.5) 16.833 ms 18.739 m s 195.99.127.52 (195.99.127.52) 20.266 ms 9 t2c4-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.246) 20.058 ms t2c4-et-3-1-0- 0.uk-lon1.eu.bt.net (166.49.211.244) 19.848 ms t2c4-et-8-1-0-0.uk-lon1.eu.bt.ne t (166.49.211.248) 19.604 ms 10 5-2-1.ear2.London15.Level3.net (212.187.173.89) 19.383 ms 20.748 ms 20.52 4 ms 11 ae-228-3604.edge3.London15.Level3.net (4.69.167.102) 21.933 ms ae-226-3602. edge3.London15.Level3.net (4.69.167.94) 17.385 ms 15.044 ms 12 ae-225-3601.edge3.London15.Level3.net (4.69.167.90) 16.676 ms ae-226-3602.e dge3.London15.Level3.net (4.69.167.94) 14.462 ms ae-228-3604.edge3.London15.Lev el3.net (4.69.167.102) 28.452 ms 13 gblx-level3-50g.London15.Level3.net (4.68.110.158) 28.111 ms 27.885 ms 27 .671 ms 14 162.97.147.162 (162.97.147.162) 27.452 ms 27.153 ms 26.904 ms 15 * * * 16 * * * 17 * * * 18 * * * 19 * * * 20 * * * 21 * * * 22 * * * 23 * * * 24 * * * 25 * * * 26 * * * 27 * * * 28 * * * 29 * * * 30 * * *
It seems those having problems are going through the old Plusnet LNS's/gateways, rather than the new dedicated network. I'll see if I can try from the L2TP network and replicate the issue...
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
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