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Sites, ftp and email access blocked?

AndyDOHD
Newbie
Posts: 9
Registered: ‎06-06-2012

Sites, ftp and email access blocked?

Hi,
I have had a problem downloading emails from a Dark Group hosted site -my busness site- from this morning and not only that I cannpt access the webmail or ftp. I have been in touch with the Dark group and they say there is nothing wrong their end, but support at plus say nothing is wrong here either. I have tried accessing my client sites using the plusnet isp network but not able to. If I use a bt isp network I am able to access the sites and webmail. Has anyone any idea what is going on...?
17 REPLIES 17
jelv
Seasoned Hero
Posts: 26,786
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Sites, ftp and email access blocked?

Have you disconnected/reconnected to try different gateways? PN are having routing problems on some gateways and have been so for two or three weeks.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
AndyDOHD
Newbie
Posts: 9
Registered: ‎06-06-2012

Re: Sites, ftp and email access blocked?

I accessed the web on my wife's office computer accessing it remotely from home. Using my own computer (and a second family computer) I can't see any of my customer sites, access my emails, webmail or ftp access. However using the remote login for my wife's computer, where they use a different ISP, I can access customer sites and also my webmail. So undoubtedly there must be something wrong with my home office ISP who are plusnet. This has been since 10:35am when I received my last email. I have been in touch with suport through our account but they say they don't block anything, my hosts are a bit peeved as well as I suspected a hosting issue but it would seem to be the ISP.
jelv
Seasoned Hero
Posts: 26,786
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Sites, ftp and email access blocked?

Have you tried disconnecting/reconnecting the router from Plusnet as I suggested?
You can monitor the gateway using http://usertools.plus.net/@gateway
If it is the same issue as that preventing access to some websites you can see some gateways that work/don't work in this topic: http://community.plus.net/forum/index.php/topic,105307.0.html
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
AndyDOHD
Newbie
Posts: 9
Registered: ‎06-06-2012

Re: Sites, ftp and email access blocked?

We switched off the router for 5 mins then restarted it, is that sufficient? But we still have the problem.
I'm not sure what to do with the other stuff you mentioned... I just wonder what would happen if my parents had this issue, they would be totally screwed, however I digress.
What is 20CN/21CN? I'm not on fibreoptic access, so can I assume it is 20CN/21CN.
I could access FileTube's page, and Which gateway gave me pcl-ag01
AndyDOHD
Newbie
Posts: 9
Registered: ‎06-06-2012

Re: Sites, ftp and email access blocked?

I also performed a tracert to thee server address:
Tracing route to victoria.dg.net.uk [91.208.114.13]
over a maximum of 30 hops:
  1    1 ms    1 ms    1 ms  voyager.home [192.168.1.1]
  2    48 ms    45 ms    48 ms  lo0-central5.pcl-ag01.plus.net [195.166.130.86]
  3    46 ms    44 ms    44 ms  84.93.255.75
  4    80 ms    46 ms    47 ms  ae3.pcl-cr02.plus.net [195.166.129.42]
  5    45 ms    46 ms    46 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  6    47 ms    46 ms    50 ms  linx-226.as13213.net [195.66.236.19]
  7    46 ms    45 ms    46 ms  83.170.70.230
  8    47 ms    47 ms    46 ms  dc5.as13213.net [83.170.70.134]
  9    *        *        *    Request timed out.
10    *        *        *    Request timed out.
11    *        *        *    Request timed out.
12    *        *        *    Request timed out.
13    *        *        *    Request timed out.
14    *        *        *    Request timed out.
15    *        *        *    Request timed out.
16    *        *        *    Request timed out.
17    *        *        *    Request timed out.
18    *        *        *    Request timed out.
19    *        *        *    Request timed out.
20    *        *        *    Request timed out.
21    *        *        *    Request timed out.
22    *        *        *    Request timed out.
23    *        *        *    Request timed out.
24    *        *        *    Request timed out.
25    *        *        *    Request timed out.
26    *        *        *    Request timed out.
27    *        *        *    Request timed out.
28    *        *        *    Request timed out.
29    *        *        *    Request timed out.
30    *        *        *    Request timed out.
Trace complete.
Doesn't this indictae it is reaching outside the PN network...?
spraxyt
Resting Legend
Posts: 10,063
Thanks: 674
Fixes: 75
Registered: ‎06-04-2007

Re: Sites, ftp and email access blocked?

Yes, and only one hop from the destination according to my trace
C:\>tracert victoria.dg.net.uk
Tracing route to victoria.dg.net.uk [91.208.114.13]
over a maximum of 30 hops:
  1    84 ms    88 ms    99 ms  192.168.1.254
  2    28 ms    27 ms    25 ms  lo0-central2.pcl-ag08.plus.net [195.166.130.71]
  3    26 ms    26 ms    25 ms  gi7-11-882.pcl-gw02.plus.net [84.93.255.43]
  4    45 ms    26 ms    25 ms  ae3.pcl-cr02.plus.net [195.166.129.42]
  5    50 ms    49 ms    74 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  6    26 ms    26 ms    25 ms  linx-226.as13213.net [195.66.236.19]
  7    26 ms    36 ms    27 ms  83.170.70.238
  8    26 ms    25 ms    27 ms  dc5.as13213.net [83.170.70.138]
  9    25 ms    23 ms    24 ms  victoria.dg.net.uk [91.208.114.13]
Trace complete.
David
Oldjim
Resting Legend
Posts: 38,460
Thanks: 787
Fixes: 63
Registered: ‎15-06-2007

Re: Sites, ftp and email access blocked?

Does the fact that the 7th and 8th hops are different have any significance - note that the one which worked for me followed the same route as spraxyt
jelv
Seasoned Hero
Posts: 26,786
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Sites, ftp and email access blocked?

Quote from: AndyDOHD
What is 20CN/21CN? I'm not on fibreoptic access, so can I assume it is 20CN/21CN.

20CN are the older exchanges which only offer ADSL1 up to 8Mb speeds.
21CN are the upgraded exchanges which offer ADSL2+ up to 20Mb speeds.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
jelv
Seasoned Hero
Posts: 26,786
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Sites, ftp and email access blocked?

I can also reach the destination following the same route as spraxyt
I suggest you send Dark group a copy of your tracert and a copy of spraxyt's - it definitely looks like the problem is at their end.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
AndyDOHD
Newbie
Posts: 9
Registered: ‎06-06-2012

Re: Sites, ftp and email access blocked?

I see spraxyt is using a different gateway; the host pointed this out. Is there any way to get onto a specific gateway as this is getting really frustrating. My host is saying their nextwork is having any issues other than mine and no one has reported anything. It's been two days now, and getting a big bit of a pain in the proverbial. I've now lost two days trying to get to the bottom of this.
jelv
Seasoned Hero
Posts: 26,786
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Sites, ftp and email access blocked?

Hitting a specific gateway isn't an option available to most PN staff!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Anotherone
Champion
Posts: 19,107
Thanks: 457
Fixes: 21
Registered: ‎31-08-2007

Re: Sites, ftp and email access blocked?

Another if it's of any help
Tracing route to victoria.dg.net.uk [91.208.114.13]
over a maximum of 30 hops:
  1    1 ms    1 ms    <1 ms  RTA1335.home [192.168.1.1]
  2    40 ms    36 ms    33 ms  lo0-central4.ptn-ag03.plus.net [195.166.130.79]
  3    35 ms    33 ms    34 ms  gi2-24-342.ptn-gw02.plus.net [84.93.253.51]
  4    33 ms    34 ms    34 ms  ae3.ptw-cr02.plus.net [195.166.129.34]
  5    37 ms    34 ms    34 ms  linx-226.as13213.net [195.66.236.19]
  6    36 ms    34 ms    34 ms  83.170.70.238
  7    37 ms    35 ms    33 ms  dc5.as13213.net [83.170.70.138]
  8    35 ms    34 ms    34 ms  victoria.dg.net.uk [91.208.114.13]
Trace complete.
AndyDOHD
Newbie
Posts: 9
Registered: ‎06-06-2012

Re: Sites, ftp and email access blocked?

For some reason I am now able to view my client sites, without having reset my modem/router, although logging in to webmail was unsuccessful through my own web access (plusnet) but accessing webmail was possible through my wife's remote access (not plusnet) via her employer's network. Using my web access my genuine password is unacceptable.
I have used a second computer sharing the plusnet connection and have all the same issues.
I have just used a tracert on my wife's non plusnet access and despite timing out on hops 2 to 8, on hop 9  the final destination was reached. So surely this points out that it is possible to connect to the servers when not using plusnet.
AndyDOHD
Newbie
Posts: 9
Registered: ‎06-06-2012

Re: Sites, ftp and email access blocked?

The host has reset my admin password and now all is well. But this does not explain why my tracerts all failed....