Website does't load on Plusnet - could you try this site for me?

[#1]

Thanks Bob, certainly not saying it's 100% a Plusnet issue, but that I can only reproduce it on Plusnet is odd.

For example jump on my phone's hotspot and again, loads immediately.

Odd thing is I was on BT Broadband before Plusnet and it worked, not sure quite how separate the network(s) are or if it's relevant.

[#2]

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@hutchingsp wrote:

Odd thing is I was on BT Broadband before Plusnet and it worked, not sure quite how separate the network(s) are or if it's relevant.

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Yeah, works fine on a BT connection, over a very similar route:

C:\Windows\System32>tracetcp 185.194.40.22:443

Tracing route to 185.194.40.22 on port 443
Over a maximum of 30 hops.
1       2 ms    2 ms    2 ms    192.168.1.254   [home.gateway]
2       *       *       *       Request timed out.
3       *       *       13 ms   31.55.185.181
4       14 ms   16 ms   15 ms   31.55.185.180
5       13 ms   14 ms   16 ms   195.99.127.158  [core2-hu0-17-0-5.colindale.ukco
re.bt.net]
6       18 ms   16 ms   19 ms   195.99.127.60
7       19 ms   19 ms   18 ms   109.159.251.190 [acc2-xe0-3-3.sf.21cn-ipp.bt.net
]
8       20 ms   21 ms   18 ms   194.72.16.6     [acc3-te0-1-0-3.sf.21cn-ipp.bt.n
et]
9       19 ms   19 ms   19 ms   62.7.197.189
10      20 ms   19 ms   20 ms   185.194.40.231
11      Destination Reached in 22 ms. Connection established to 185.194.40.22
Trace Complete.

[#3]

Thanks Bob, presume it's with tech now so it's hopefully just a case of wait for an update?

[#4]

Yep, hopefully be some movement after the bank holiday.

[#5]

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@bobpullen wrote:
Yep, hopefully be some movement after the bank holiday.

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Thanks Bob, and there's no rush, main thing was simple ensuring it's acknowledged and will be fixed at some point, can use the alternatives for now.

Appreciate your help thank you 

[#6]

Hello

Just wondering if there was any update on this from six weeks ago as I am having exactly the same problem.

[#7]

Hi @morgan8,

Our team is still investigating this issue and we'll be sure to post an update with our findings once we've gotten to the bottom of this issue and I apologise for any inconvenience that this may have caused you.

[#8]

The case notes look like a bad novel.

"on hold"

"on hold"

"waiting for an update from our network team"

"on hold"

"on hold"

I'm fortunate, I can use a VPN to work around it but in terms of customer "support" it's a bit of a joke tbh.

[#9]

Hi @hutchingsp 

Unfortunately there's not really anything further we can do until we receive any further updates from the Networks team.

I do understand that this must be causing you a deal of frustration. 

Please keep an eye out on this thread for updates as Alex said.

Thanks 

Alisdair 

[#10]

Yes, heavens forbid you should have things like SLAs or be expected to chase them for an update after six weeks.

I understand how difficult it can be.

[#11]

Can I just point out that the website works fine when accessed on two other people's computers whose ISPs are not Plusnet? This suggests that Plusnet has something to do with the problem. Also, the issue was raised on 28th April and a previous comment from Plusnet admin suggested we should get a resolution in early May. If you were me, would you not be under the impression that nothing much, if anything at all, is being done about it?

[#12]

We've have started investigating, and it looks like our network is not seeing a BGP route for the IP address you're trying to reach. We need to reach out to some of our friends in BT for further clarity (I suspect this has already been done and we're awaiting a response). Apologies it's dragging on.

As a short term measure, we could try assigning you a static IP which will route you through our L2TP network that might not be susceptible to the same problem?

[#13]

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@bobpullen wrote:

We've have started investigating, and it looks like our network is not seeing a BGP route for the IP address you're trying to reach. We need to reach out to some of our friends in BT for further clarity (I suspect this has already been done and we're awaiting a response). Apologies it's dragging on.

As a short term measure, we could try assigning you a static IP which will route you through our L2TP network that might not be susceptible to the same problem?

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Bob thanks, not sure why Support couldn't have simply mentioned that at some point during the ticket but I appreciate it, I figured it would be BGP/routing somewhere down the line.

Happy to try a static IP if you think it may help, assuming there are no downsides in doing so and that you won't bill me for it 

[#14]

Static IP assigned, although I'm doubtful it will help, as we've others in this thread (myself included) with static IP assignments that are able to replicate the issue.

Regardless, let me know if there's any change.

[#15]

I am now having the same problem with another website I need to reach which is http://www.eot.digital:3622/

What's happening please?