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298 posts

Ultimate Geek

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# 201858 7-Sep-2016 12:53
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Dear fellow bigpipe customers,

 

I have problem accessing trademe and a few other sites. They do not ping cannot be opened in browser, however DNS resolves correctly.

 

 

 

Traceroute shows this:

 

PS C:\WINDOWS\system32> tracert www.trademe.co.nz

 

Tracing route to www.trademe.co.nz [202.162.73.2]
over a maximum of 30 hops:

 

1 4 ms 2 ms 1 ms router [192.168.88.1]
2 27 ms 23 ms 27 ms 210.54.34.1
3 32 ms 47 ms 26 ms 122.56.60.68
4 35 ms 24 ms 24 ms 122.56.60.69
5 23 ms 25 ms 25 ms x1-1-1-200.akcr11.global-gateway.net.nz [122.56.118.89]
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.

 

 

 

For all the sites that do not work for me it get stuck on x1-1-1-200.akcr11.global-gateway.net.nz

 

So I suspect botched routing.

 

Since I do not see a crowd of people complaining here they cannot access trademe, I think that may be not all bigpipe customers are affected.

 

Could someone on bigpipe please run `tracert www.trademe.co.nz` and post the results here? Maybe this will help bigpipe support resolving the issue.

 

Thank you in advance!

 

 

 

PS @michaelmurfy - any thoughts?

 

 

 

 

 

 


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dan

1121 posts

Uber Geek

Lifetime subscriber

  # 1625043 7-Sep-2016 13:01
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tracing route to www.trademe.co.nz [202.162.73.2]
over a maximum of 30 hops:

 

1 <1 ms <1 ms <1 ms 192.168.1.11
2 2 ms 2 ms 2 ms 219.88.232.254
3 2 ms 2 ms 2 ms 122.56.60.68
4 2 ms 3 ms 2 ms 122.56.60.69
5 1 ms 1 ms 1 ms x1-1-1-200.akcr11.global-gateway.net.nz [122.56.118.89]
6 2 ms 2 ms 2 ms ae9-42.tkcr5.global-gateway.net.nz [122.56.127.34]
7 4 ms 4 ms 3 ms trade-me-dom.tkcr5.global-gateway.net.nz [122.56.118.38]
8 4 ms 4 ms 4 ms 203.57.145.139
9 4 ms 3 ms 3 ms www.trademe.co.nz [202.162.73.2]

 

Trace complete.

 

 

 

edit: no issues on trademe for me, bigpipe 200/200.


2630 posts

Uber Geek

Trusted
Lifetime subscriber

  # 1625045 7-Sep-2016 13:09
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Tracing route to www.trademe.co.nz [202.162.73.2] over a maximum of 30 hops:

 

1 <1 ms <1 ms <1 ms 192.168.xxx.xxx
2 2 ms 2 ms 2 ms 192.168.xxx.xxx
3 * * * Request timed out.
4 5 ms 3 ms 4 ms 122.56.60.70
5 * * * Request timed out.
6 3 ms 3 ms 3 ms g2-0-3-549.tkcr4.global-gateway.net.nz [122.56.118.97]
7 * * * Request timed out.
8 5 ms 5 ms 5 ms 203.57.145.139
9 4 ms 4 ms 5 ms www.trademe.co.nz [202.162.73.2]

 

The xxx's are my internal network equipment.  BigPipe 200/200 (with a static IP address from BigPipe which may have an impact)





"4 wheels move the body.  2 wheels move the soul."

“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

 
 
 
 


49 posts

Geek


  # 1625046 7-Sep-2016 13:17
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I was also unable to access Trade Me for a while earlier today, but I'm on Vodafone.

 

 

 

It's working again at the moment, so maybe a temporary blip somewhere? Are you still unable to access?




298 posts

Ultimate Geek

Lifetime subscriber

  # 1625055 7-Sep-2016 13:28
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Thank you all, yes, still not working.


5572 posts

Uber Geek


  # 1625059 7-Sep-2016 13:38
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Trademe was certainly having issues earlier today, not sure if that's still the case.


188 posts

Master Geek

Lifetime subscriber

  # 1625073 7-Sep-2016 13:56
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 This is done from work via an openvpn server on home router, so the latency looks high:

 

 

 

Tracing route to www.trademe.co.nz [202.162.73.2]
over a maximum of 30 hops:

 

1 25 ms 23 ms 23 ms 192.168.x.x
2 33 ms 35 ms 35 ms 210.54.34.1
3 37 ms 35 ms 35 ms 122.56.60.70
4 35 ms 35 ms 35 ms 122.56.60.71
5 35 ms 35 ms 35 ms g2-0-3-549.tkcr4.global-gateway.net.nz [122.56.1
18.97]
6 35 ms 35 ms 35 ms trade-me-dom.tkcr5.global-gateway.net.nz [122.56
.118.38]
7 36 ms 35 ms 35 ms 203.57.145.135
8 33 ms 35 ms 35 ms www.trademe.co.nz [202.162.73.2]

 

Trace complete.

 

100/20, static ip




298 posts

Ultimate Geek

Lifetime subscriber

  # 1628793 13-Sep-2016 18:11
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So I'm really frustrated with BigPipe right now. This has been a problem for a whole week now, and all I get from them, on "please give me an ETA and/or progress report" is "Our engineers are working on it, we apologize for inconvenience".

 

Refusing to give an ETA and drag a problem for weeks without any kind of feedback is NOT what I'd call a great customer service. I'd call it piss poor customer service.

 

I mean, I understand, that the fact that after the switch I'm getting worse speed is probably not their problem per se, but the fact that I cannot access a small number of site that I'm using daily, is certainly something that they could have helped with - but they are not helping. I did not have the problem with the previous provider, so it must somehow be related to the switch. And they are not helping.

 

Agrh! - that how luck has it. If you don't have a problem, you are fine with any provider, but if you do, it's how the problems are dealt with what makes or breaks the experience.


 
 
 
 


dan

1121 posts

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  # 1628797 13-Sep-2016 18:15
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can you clarify? did you switch to bigpipe and then instantly cannot access trademe as soon as you switched? i


28260 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  # 1628804 13-Sep-2016 18:29
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zespri:

 

 

 

I mean, I understand, that the fact that after the switch I'm getting worse speed is probably not their problem per se, but the fact that I cannot access a small number of site that I'm using daily, is certainly something that they could have helped with - but they are not helping. I did not have the problem with the previous provider, so it must somehow be related to the switch. And they are not helping.

 

 

I assume you are definitely using the BigPipe DNS servers and not 3rd party DNS servers?

 

 




298 posts

Ultimate Geek

Lifetime subscriber

  # 1628805 13-Sep-2016 18:30
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dan:

 

can you clarify? did you switch to bigpipe and then instantly cannot access trademe as soon as you switched? i

 

 

Yes. trademe me and a few other sites.

 

  • www.trademe.co.nz
  • stackoverflow.com
  • bbc.com
  • cnn.com
  • disqus.com

All the other that I'm using regularly are working fine.

 

Github.com itself loads, but it looks whatever cdn it uses does not come through - no stylesheets or images are loaded.

 

 Was working a-ok before the swtich and stopped working right after.

 

 For every single web site above the traceroute stops at

 

5 23 ms 25 ms 25 ms x1-1-1-200.akcr11.global-gateway.net.nz [122.56.118.89]
6 * * * Request timed out.

 

For all other sites that I tried to tracert this particular host is not in the route. 

 

Since you have the same host in your route and yours one works fine, I'm suspecting, that packets can't be routed back to me from there for whatever reason.

 

Also, since there is no public outcry, I think it is quite likely that there might be something in my configuration that used to work with slingshot but stopped working with bigpipe, but I have no idea what that could be.

 

sbiddle:

 

zespri:

 

I mean, I understand, that the fact that after the switch I'm getting worse speed is probably not their problem per se, but the fact that I cannot access a small number of site that I'm using daily, is certainly something that they could have helped with - but they are not helping. I did not have the problem with the previous provider, so it must somehow be related to the switch. And they are not helping.

 

 

I assume you are definitely using the BigPipe DNS servers and not 3rd party DNS servers?

 

 

I tried it with all of them. Used BigPipe ones, used google ones, normally I use dns4me, but I tested without (rebooting all devices after config change). It does not make a difference.

 

But the ip addresses as far as I can see resolve correctly no matter what the dns provider is - I'm getting the same ip addresses (locally but also remotely). It's the ip addresses that cannot be reached. 

 

 


1074 posts

Uber Geek

Trusted
Subscriber

  # 1628811 13-Sep-2016 18:39
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Silly thought, I know, but have you flushed the DNS cache on your machine? It can cause some problems, especially after changing ISP.








298 posts

Ultimate Geek

Lifetime subscriber

  # 1628814 13-Sep-2016 18:42
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Brumfondl:

 

Silly thought, I know, but have you flushed the DNS cache on your machine? It can cause some problems, especially after changing ISP.

 

 

ipconfig /flushdns

 

Not just that, rebooted everything repeatedly. Flushed too ;) But you see, dns resolution is working just fine as far as I can see.


dan

1121 posts

Uber Geek

Lifetime subscriber

  # 1628815 13-Sep-2016 18:47
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did you factory reset the router?

 

tried a different router?

 

what type of connection do you have?


1274 posts

Uber Geek


  # 1628816 13-Sep-2016 18:49
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 What do those addresses resolve to for you (using nslookup and tracert)?





rm *




298 posts

Ultimate Geek

Lifetime subscriber

  # 1628817 13-Sep-2016 18:57
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dan:

 

did you factory reset the router?

 

 

Yes. More than once.

 

dan:

 

tried a different router?

 

 

No. But would quite a coincidence.

 

dan:

 

what type of connection do you have?

 

 

I switched from ADSL (slingshot) to VDSL (bigpipe). I have worse speed, which is most likely due to my line, so I'll have to switch back to ADSL if these do not improve.

 

Detruire:

 

 What do those addresses resolve to for you (using nslookup and tracert)?

 

 

Sorry, which addresses? Of these sites?

 

Like this:

 

 

 

PS C:\WINDOWS\system32> nslookup stackoverflow.com
Server: router
Address: 192.168.88.1

 

Non-authoritative answer:
Name: stackoverflow.com
Addresses: 151.101.193.69
151.101.65.69
151.101.129.69
151.101.1.69

 

PS C:\WINDOWS\system32> nslookup www.trademe.co.nz
Server: router
Address: 192.168.88.1

 

Non-authoritative answer:
Name: www.trademe.co.nz
Address: 202.162.73.2

 

PS C:\WINDOWS\system32> tracert stackoverflow.com

 

Tracing route to stackoverflow.com [151.101.65.69]
over a maximum of 30 hops:

 

1 1 ms <1 ms <1 ms router [192.168.88.1]
2 23 ms 22 ms 22 ms 210.54.34.1
3 23 ms 23 ms 23 ms 122.56.60.68
4 23 ms 23 ms 24 ms 122.56.60.69
5 23 ms 21 ms 22 ms x1-1-1-200.akcr11.global-gateway.net.nz [122.56.118.89]
6 * * * Request timed out.

PS C:\WINDOWS\system32> tracert www.trademe.co.nz

 

Tracing route to www.trademe.co.nz [202.162.73.2]
over a maximum of 30 hops:

 

1 323 ms 226 ms 4 ms router [192.168.88.1]
2 194 ms 87 ms 76 ms 210.54.34.1
3 23 ms 23 ms 23 ms 122.56.60.68
4 23 ms 24 ms 23 ms 122.56.60.69
5 29 ms 22 ms 25 ms x1-1-1-200.akcr11.global-gateway.net.nz [122.56.118.89]
6 * * * Request timed out.

 

 


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