Virginmedia: Sites not being accessed -- Please List here

makemywish · 08-08-2008, 22:56

Hi. Looks like quite a few people are having issues with accessing specific websites. Could we list the sites we are having problems with so we can badger tech support and get them to resolve the issues. Sites I cannot access:

mail.live.com
ladyada.net
asmallorange.com

**Kymmy** · 08-08-2008, 23:02

Sorry but what makes you think that problems to access any particular website is anything to do with VM???

All the sites you put there I can access and the only time I've had problems have purely been DNS or bottleneck issues, nothing more, and nothing less

08-08-2008, 23:19

I can access all 3 sites in Liverpool from a standard Virginmedia connection with no tweaks.

Have you tried www.opendns.com to try to resolve your problem.

08-08-2008, 23:25

Moved to appropriate forum

makemywish · 09-08-2008, 00:19

Quote:

Originally Posted by Kymmy

Sorry but what makes you think that problems to access any particular website is anything to do with VM???

All the sites you put there I can access and the only time I've had problems have purely been DNS or bottleneck issues, nothing more, and nothing less

Thanks for your interest!

Please see:

http://www.digitalspy.co.uk/forums/s...d.php?t=867960 which is very similar to the problem out here http://www.cableforum.co.uk/board/87...e-stumped.html

This is not a DNS issue as we are able to resolve the IP address. It is in getting to the IP that the route leads to timeouts! Virginmedia's own webpages indicate that if the traceroute fails within their networks, it is an issue they have to look into.

This is what Virgin has to say about traceroute failing within its own network:

However, taking this caveat into account, if you cannot access a particular website through a browser AND a traceroute is failing to get to it, the last hop will likely be the point at which there is the problem.

If this address is one of our machines [it will have cableinet in its name], then we should be able to do something about it. This means that the failure is within our network. If you contact our technical support team they will be able to escalate the problem to our networks team to investigate.

Read it here at http://help2.virginmedia.com/help/ge...internet_trace

And I have tried to access the IP addresses directly, used OpenDNS, VM's DNS servers.

cybernetic_tiger · 09-08-2008, 09:19

So if you are having issues, please post your traceroutes...

makemywish · 09-08-2008, 09:31

Quote:

Originally Posted by cybernetic_tiger

So if you are having issues, please post your traceroutes...

Thanks for your interest. The traceroute reports are available

here

http://www.digitalspy.co.uk/forums/s...d.php?t=867960

and here

http://www.cableforum.co.uk/board/87...e-stumped.html

Woke up today to note that the problem is not replicating itself. Ajtag and myself have confirmed this today. A point to be noted -- all those who experienced the exact same problem were unable to access websites for almost a week. The above discussion links could serve as some starting points to those who might face this in the future again!

Sirius · 09-08-2008, 09:55

Quote:

Originally Posted by makemywish

Hi. Looks like quite a few people are having issues with accessing specific websites. Could we list the sites we are having problems with so we can badger tech support and get them to resolve the issues. Sites I cannot access:

mail.live.com
ladyada.net
asmallorange.com

I can get to ALL of those sites with no issues which Tell's me that there is no problem with VM in this area getting to those sites.

jarf · 09-08-2008, 10:39

I can't access my own site addresses:

http://www.rogerdavies.eu
http://www.roger-davies.net

Virgin have repeatedly said there is nothing wrong with the site or my broadband connection. But obviously there is. Here is what happens when I try and ping the server:
_________________________________________
C:\Documents and Settings\Roger>ping roger-davies.net

Pinging roger-davies.net [82.165.217.36] with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 82.165.217.36:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Documents and Settings\Roger>ping rogerdavies.eu

Pinging rogerdavies.eu [82.165.217.36] with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 82.165.217.36:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

---------- Post added at 09:39 ---------- Previous post was at 09:36 ----------

Sorry to double-post, but I should also say that if you use a proxy, such as theproxyfree.com or the-cloak.com the sites will probably work fine.

Why Virgin are having such problems is anyones' guess, but I know where the problem lies. It's something about their IP addresses and the server we're trying to connect to.

**Kymmy** · 09-08-2008, 10:41

what's the traceroute showing to the sites??

Kymmy

jarf · 09-08-2008, 11:59

And here is the tracert:

C:\Documents and Settings\Roger>tracert rogerdavies.eu

Tracing route to rogerdavies.eu [82.165.217.36]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
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.
_____________________________

---------- Post added at 09:55 ---------- Previous post was at 09:42 ----------

I should also quickly add that it is nothing about my machine (I've tried three different ones from this internet connection and none can access it)

I would like to tinker with my site this weekend, and fear it may mean cancelling my virgin broadband and getting someone else who doesn't have these problems. Of all the sites I cannot connect to, it is my own.

---------- Post added at 10:59 ---------- Previous post was at 09:55 ----------

Just to update everyone, I've connected my computer directly into the cable modem and ended up with a different WAN IP address than when it was through the router. I also found that I could access my site.

I followed the advice in this section of these forums to change my ip address. which seemed to work. Then I tried pinging the server again, but now I get:

Quote:

C:\Documents and Settings\Roger>ping rogerdavies.eu

Pinging www.rogerdavies.eu [82.165.217.36] with 32 bytes of data:

Reply from 213.105.172.5: TTL expired in transit.
Reply from 213.105.172.5: TTL expired in transit.
Reply from 213.105.172.5: TTL expired in transit.
Reply from 213.105.172.5: TTL expired in transit.

Ping statistics for 82.165.217.36:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

C:\Documents and Settings\Roger>

Will continue to have a play because I think I'm getting warmer

**Hugh** · 09-08-2008, 12:02

Roger, both sites loaded up fine from Leeds.

Could it be a router problem (as you are not even getting the first hop from PC to router)?

jarf · 09-08-2008, 12:12

Right, thanks for the advice but I have connected my computer directly now and it still fails even though I now have a different IP, BUT check this out. I did a tracert again and got:

Quote:

C:\Documents and Settings\Roger>tracert www.rogerdavies.eu

Tracing route to www.rogerdavies.eu [82.165.217.36]
over a maximum of 30 hops:

1 5 ms 7 ms 4 ms 10.92.156.1
2 6 ms 5 ms 6 ms bagu-t2cam1-a-v133.network.virginmedia.net [80.5.163.129]
3 6 ms 5 ms 19 ms bagu-t3core-1a-ae2-0.network.virginmedia.net [195.182.180.5]
4 5 ms 7 ms 11 ms man-bb-a-so-310-0.network.virginmedia.net [80.5.161.37]
5 13 ms 14 ms 11 ms gfd-bb-b-so-200-0.network.virginmedia.net [62.252.192.94]
6 11 ms 12 ms 14 ms gfd-bb-a-ge-000-0.network.virginmedia.net [213.105.172.5]
7 12 ms 18 ms 12 ms gfd-bb-b-ge-000-0.network.virginmedia.net [213.105.172.6]
8 12 ms 11 ms 15 ms gfd-bb-a-ge-000-0.network.virginmedia.net [213.105.172.5]
9 12 ms 17 ms 13 ms gfd-bb-b-ge-000-0.network.virginmedia.net [213.105.172.6]
10 12 ms 23 ms 13 ms gfd-bb-a-ge-000-0.network.virginmedia.net [213.105.172.5]
11 17 ms 13 ms 11 ms gfd-bb-b-ge-000-0.network.virginmedia.net [213.105.172.6]
12 13 ms 36 ms 13 ms gfd-bb-a-ge-000-0.network.virginmedia.net [213.105.172.5]
13 15 ms 13 ms 37 ms gfd-bb-b-ge-000-0.network.virginmedia.net [213.105.172.6]
14 14 ms 13 ms 14 ms gfd-bb-a-ge-000-0.network.virginmedia.net [213.105.172.5]
15 12 ms 12 ms 12 ms gfd-bb-b-ge-000-0.network.virginmedia.net [213.105.172.6]
16 12 ms 15 ms 11 ms gfd-bb-a-ge-000-0.network.virginmedia.net [213.105.172.5]
17 14 ms 29 ms 14 ms gfd-bb-b-ge-000-0.network.virginmedia.net [213.105.172.6]
...

Trace complete.

It seems to get stuck between 213.105.172.5 and 213.105.172.6, being bounced back and forth? Will continue to investigate

Sirius · 09-08-2008, 12:57

Quote:

Originally Posted by jarf

Right, thanks for the advice but I have connected my computer directly now and it still fails even though I now have a different IP, BUT check this out. I did a tracert again and got:

It seems to get stuck between 213.105.172.5 and 213.105.172.6, being bounced back and forth? Will continue to investigate

fine here in Warrington

Tracing route to kundenserver.de [82.165.217.36]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 9 ms 35 ms 10 ms 10.2.96.1
3 31 ms 55 ms 14 ms bagu-t2cam1-a-v145.network.virginmedia.net [80.
.167.21]
4 8 ms 9 ms 10 ms bagu-t3core-1a-ae2-0.network.virginmedia.net [1
5.182.180.5]
5 10 ms 8 ms 9 ms man-bb-a-so-310-0.network.virginmedia.net [80.5
161.37]
6 19 ms 14 ms 15 ms gfd-bb-b-so-200-0.network.virginmedia.net [62.2
2.192.94]

Trace complete.

jarf · 09-08-2008, 14:19

Quote:

Originally Posted by Sirius

fine here in Warrington

Tracing route to kundenserver.de [82.165.217.36]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 9 ms 35 ms 10 ms 10.2.96.1
3 31 ms 55 ms 14 ms bagu-t2cam1-a-v145.network.virginmedia.net [80.
.167.21]
4 8 ms 9 ms 10 ms bagu-t3core-1a-ae2-0.network.virginmedia.net [1
5.182.180.5]
5 10 ms 8 ms 9 ms man-bb-a-so-310-0.network.virginmedia.net [80.5
161.37]
6 19 ms 14 ms 15 ms gfd-bb-b-so-200-0.network.virginmedia.net [62.2
2.192.94]
Trace complete.

The reason your connection works fine is because the route it took to get to that address did not lie across the two Virgin machines I identified in my last post as being part of the problem:

7 12 ms 18 ms 12 ms gfd-bb-b-ge-000-0.network.virginmedia.net [213.105.172.6]
8 12 ms 11 ms 15 ms gfd-bb-a-ge-000-0.network.virginmedia.net [213.105.172.5]

Once the packet gets between those it just gets bounced between them infinitely until they both just give up.

Once again, I state that Virgin have a serious problem somewhere in their network, and will likely cause random sites to stop working for certain machines if they happen to be trying to route packets through those addresses.