Gateway Check Issues.

[#1]

Sorry, the tool failed to identify your gateway; this does not mean that anything is wrong with your connection.

Posting the following information as a reply to the Gateway Checker Update topic in the Community Announcements forum will help us to diagnose the problem.

• core2-hu0-18-0-0.southbank.ukcore.bt.net (62.172.103.24) 4.960 ms

[#2]

Thanks; the internet router (gateway) follows the entry shown but at present is unable to acknowledge its presence. Until Plusnet fix this problem the checker is stymied.

[#3]

I have been having problems with some webpages not loading or taking a very long time to load so came on to the forum for advice and found this article. Followed the link to the gateway checker and ran the following report

Sorry, the tool failed to identify your gateway; this does not mean that anything is wrong with your connection.

Posting the following information as a reply to the Gateway Checker Update topic in the Community Announcements forum will help us to diagnose the problem.

• core2-hu0-18-0-0.colindale.ukcore.bt.net (62.172.103.16) 5.365 ms
• *
• be2.pcn-ar01.plus.net (195.166.129.165) 5.490 ms

I also ran a tracert and got the following

C:\WINDOWS\system32>tracert ntp.plus.net

Tracing route to ntp.plus.net [212.159.13.50]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 * * * Request timed out.
3 * * * Request timed out.
4 35 ms 46 ms 46 ms 172.17.9.13
5 23 ms 23 ms 22 ms 172.17.12.66
6 23 ms 22 ms 22 ms be2.pcn-ir01.plus.net [195.166.129.164]
7 22 ms 22 ms 22 ms cdns02.plus.net [212.159.13.50]

Trace complete.

C:\WINDOWS\system32>tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.244.22]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 * * * Request timed out.
3 * * * Request timed out.
4 25 ms 12 ms 12 ms 172.17.9.13
5 23 ms 22 ms 23 ms 172.17.12.66
6 23 ms 23 ms 23 ms be2.pcn-ir01.plus.net [195.166.129.164]
7 23 ms 23 ms 22 ms core1-BE1.colindale.ukcore.bt.net [195.99.125.13
2]
8 23 ms 26 ms 22 ms peer1-et-1-1-0.redbus.ukcore.bt.net [62.172.103.
45]
9 23 ms 23 ms 23 ms 195.99.126.101
10 * * * Request timed out.
11 * * * Request timed out.
12 23 ms 23 ms 23 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109]
13 24 ms 24 ms 25 ms 132.185.255.148
14 23 ms 23 ms 23 ms 212.58.244.22

Trace complete.

C:\WINDOWS\system32>

I do not have in depth technical knowledge of IP protocols so would ask if the above report would have any effect on the issue I am having.  Thanks in advance of your response.

[#4]

@metalsman The information you provided shows you've been moved to the new network and I can deduce your gateway is pcn-ir01. The gateway checker tool being unable to identify that results from the gateway not identifying its presence. However this has no direct bearing on problems you are having with access to some websites,

Plusnet are aware that some customers on the new network are experiencing problems and a Service Status Access to online services and sites investigation is ongoing.

You could check elsewhere in the forums for topics related to the problems you are having, otherwise raise your own.

[#5]

Just a "failed to identify" gateway post for you so you can update the checker:

• ae-3.r02.londen05.uk.bb.gin.ntt.net (129.250.2.119) 3.606 ms
• 82.112.115.186 (82.112.115.186) 2.204 ms
• 213.137.183.103 (213.137.183.103) 3.469 ms
• core2-hu0-0-0-0.colindale.ukcore.bt.net (195.99.127.67) 5.841 ms

Although I gather from reading this thread I'm on pcn-ir01.

[#6]

@mefibre Thanks, your gateway will be pcn-ir01 on the new network. Unfortunately until Plusnet make changes to enable that internet router to announce its presence the gateway checker is stymied.

[#7]

@spraxyt No worries, thanks for confirming and for getting back to me.

Intrigued by the technical aspect of this - what's the change they need to make? Any reason they haven't done it yet? Likely oversight do you think, or a new policy..?

[#8]

@mefibre Some of the Internet Routers more recently introduced on the new network do not report their identity to trace requests. This could be because they are set up like that, or because the network paths don't support it. I suspect it's the latter.

I've no reason to think this is deliberate policy, but since this problem doesn't prevent the routers doing their primary routing task sorting out traces will be low priority.

[#9]

Unable to connect to gateway.

I got this message: 

• core2-hu0-18-0-0.colindale.ukcore.bt.net (62.172.103.16) 6.279 m

I'm trying to reconnect my internet to my tv.

Any suggestions?

[#10]

• core2-hu0-18-0-0.southbank.ukcore.bt.net (62.172.103.24) 5.256 ms

Connectivity drops during the day till late evening. In night and in early morning all is same as usual. 

[#11]

@spraxyt Thanks for the explanation, it's appreciated.

[#12]

@Firmcolin The trace shows you are on the new network. However inability to connect your TV to Internet services shouldn't be related to that. Your TV needs to connect to your router using WiFi and it seems to be that which is failing.

I suggest raising a separate topic on this forum to get help with this problem.

[#13]

@yakooboovsky The trace shows you are on the new network but that should not lead to loss of connection problems during parts of the day. I suggest contacting an agent via contactus.plus.net for help with this problem.

[#14]

Hi, I started the computer yesterday and noticed that the router had rebooted, I checked to see which gateway I was on and got this as the reply

Sorry, the tool failed to identify your gateway; this does not mean that anything is wrong with your connection.

Posting the following information as a reply to the Gateway Checker Issues topic in the Community forums will help us to diagnose the problem.

• core2-hu0-18-0-0.colindale.ukcore.bt.net (62.172.103.16) 5.531 ms

I haven't a clue about this and dont even know if this is posted in the correct way , can you shed some light on it please

regards

jono

[#15]

@jono Thanks for posting, how you posted this is fine.

The trace shows you are on the new network connected via the Colindale Point of Presence. Unfortunately the Internet Router which serves as your gateway does not announce its presence so the checker can't identify it. This is something Plusnet need to fix, though it's a low priority task since it doesn't prevent the router doing its primary job.

Nothing you've posted points to any problem with your connection.