cancel
Showing results for 
Search instead for 
Did you mean: 

Issue accessing my server EVERY night

khaled35
Rising Star
Posts: 97
Thanks: 10
Registered: 27-01-2012

Issue accessing my server EVERY night

For the last 3 months, accessing my server which is co-located in Amsterdam is becoming increasingly difficult.  My host says plusnet should update their peering and plusnet have stated that the issue is outside of their network so they will not help me.  I'm getting frustrated and bordering on pretty bloody angry.
Here is a traceroute:
Tracing route to lbpxvip2.sharpedezine.com [85.255.210.11]
over a maximum of 30 hops:
  1    <1 ms    3 ms    3 ms  router.asus.com [192.168.1.1]
  2    17 ms    17 ms    17 ms  lo0.10.central10.pcl-bng01.plus.net [195.166.130
.138]
  3    17 ms    17 ms    17 ms  irb.10.PCL-CR01.plus.net [84.93.249.81]
  4    19 ms    18 ms    19 ms  195.99.126.96
  5    18 ms    25 ms    18 ms  core3-te0-2-0-18.faraday.ukcore.bt.net [109.159.
249.1]
  6    18 ms    17 ms    18 ms  peer2-et-3-3-0.faraday.ukcore.bt.net [62.6.201.1
93]
  7    18 ms    17 ms    18 ms  213.137.183.86
  8  124 ms    *      151 ms  ldn-s2-rou-1101.uk.eurorings.net [195.66.224.54]
  9    *        *        *    Request timed out.
10    *      99 ms    *    asd2-rou-1022.NL.eurorings.net [134.222.231.154]
11  106 ms    *        *    asd2-rou-1044.NL.eurorings.net [134.222.230.226]
12    *        *      107 ms  br1.kpn.dc2.ams.denit.net [134.222.152.86]
13    *      100 ms  101 ms  62-148-189-36-hosted-by.denit.net [62.148.189.36
]
14    *        *      95 ms  62-148-189-39-hosted-by.denit.net [62.148.189.39
]
15    *      99 ms    *    94.126.64.69
16    *        *        *    Request timed out.
17    *        *      97 ms  lbpxvip2.sharpedezine.com [85.255.210.11]
Trace complete.

Plusnet are best placed to attempt resolving this issue by simply contacting the peering partner, or even updating the peering route.  To say that you wash your hands off an issue simply because it isn't WITHIN your own network is a cop out.  I'm hardly in a position to effect change but Plusnet certainly are.  I just want to be able to use my connection without having to worry that I do it prior to a certain time because come 7PM, it turns to garbage for connecting to my server.
Regards
15 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Issue accessing my server EVERY night

Quote
To say that you wash your hands off an issue simply because it isn't WITHIN your own network is a cop out.  I'm hardly in a position to effect change but Plusnet certainly are

Hi, sorry to hear about this.
This won't be what you want to hear but we don't and can't have any direct influence on factors outside of our network.
The traceroute results would tend to indicate that the issue is being caused by timeouts at bhmas08-72-183-86.cw-visp.com
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
khaled35
Rising Star
Posts: 97
Thanks: 10
Registered: 27-01-2012

Re: Issue accessing my server EVERY night

Interesting you didn't take the same stance here when stating that the issue was on Virgin Media's end:
http://community.plus.net/forum/index.php/topic,137657.0.html

khaled35
Rising Star
Posts: 97
Thanks: 10
Registered: 27-01-2012

Re: Issue accessing my server EVERY night

Am I to assume that this is now a closed topic for PN?
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Issue accessing my server EVERY night

The issue with Virgin was one on their side, that they had acknowledged and we worked around.
For us to look further we'd need this information on a ticket so we can get it to the right team here, although I will say now that they might say the issue isn't ours.
You can create a ticket at the Help Assistant
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
khaled35
Rising Star
Posts: 97
Thanks: 10
Registered: 27-01-2012

Re: Issue accessing my server EVERY night

As stated, I've already called in the past and was told the issue wasn't yours.  By the sounds of it, creating a ticket will only get me more of the same.
I'm curious though, how is the Virgin situation different to mine?  Why am I being made to feel that just because that was a larger subset of users experiencing problems you were happy to help but because I'm just a single user having an issue, I'm not worth the hassle?
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Issue accessing my server EVERY night

I am not an expert on routing, networking etc so I've asked for the ticket so we can get the right people looking at it.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 1,236
Thanks: 19
Fixes: 2
Registered: 22-06-2012

Re: Issue accessing my server EVERY night

Quote
I'm not worth the hassle?

Why not complete a fault ticket as requested on 2 occasions? Maybe you'll find that you are worth the hassle after all! Roll eyes
khaled35
Rising Star
Posts: 97
Thanks: 10
Registered: 27-01-2012

Re: Issue accessing my server EVERY night

Hi Chris, sorry if I seem a little frustrated - it's because I am! Smiley
I've sent in a support ticket ( 101462243 ) .
Regards
khaled35
Rising Star
Posts: 97
Thanks: 10
Registered: 27-01-2012

Re: Issue accessing my server EVERY night

@tijara33 : There's always one of you who thinks he knows more about a situation than he actually does.  Next time if you want to feign being helpful, leave out the "eye rolls" ...
Community Veteran
Posts: 1,236
Thanks: 19
Fixes: 2
Registered: 22-06-2012

Re: Issue accessing my server EVERY night

Now now khaled, you can't be grumpy with the whole world. A  Smiley or even a  Roll eyes goes a long way. Smiley
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Issue accessing my server EVERY night

Hi again,
I've spoken to the team here and we can potentially raise this with the peering partners we use, however we'd need a bit more info if that's ok.
Basically what we need is some MTR results, preferably around 100 packets
http://en.wikipedia.org/wiki/MTR_%28software%29#WinMTR
If you can put that on to the ticket we'll get this raised further.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Issue accessing my server EVERY night

Also if possible a trace from the server back to your home router would be really good.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
khaled35
Rising Star
Posts: 97
Thanks: 10
Registered: 27-01-2012

Re: Issue accessing my server EVERY night

Ticket has been updated with both results during a problematic period.  This started earlier than usual today: 16:00
I'm hopeful that you can get this resolved as quickly as possible.
Regards
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Issue accessing my server EVERY night

Thanks very much for that, I'll get that info passed on and let you know what's going on as soon as I can.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff