Disney+ Code 73

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#3196980 18-Feb-2024 11:05

Yep I'm troubleshooting around Plex as it is up and down without me making changes. At the moment my router is an eero which doesn't let you change much anyway. Changing DNS servers last time fixed it but that could have been a red herring I totally understand that.

However the arrowhead worked fine before all the network changes when I had a 5.x IP if that helps. I know arrowhead are hosted on AWS as well so I'll reach out to them on Monday and ask if they are aware of such issues from other Quic users. I wonder if it's the same thing upsetting Reddit?

For arrowhead on my part I went as far as taking my eero router over to my neighbours on spark and changed the PPOE username, got a connection and arrowhead app worked fine. Unfortunately I can't unbolt my alarm and take it over to their house 🤣. I could run a really long ethernet over though hmmm.

Technically that means my arrowhead at home/behind on the quic connection has a connection to the "brain" of the service, it's the mobile app control plane that isn't working.

Will report back once I speak to Arrowhead.

jamesrt

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#3196981 18-Feb-2024 11:12

I have an arrowhead alarm; the phone app thing hasn't worked for years, because they changed the back end and the firmware in my alarm can't communicate any more.

Not 'user' upgradable. In theory, I could get it done; but when I was reading around the issue recently, it sounds like the only upgrade path from my current version to the latest version now involves new hardware, as my current firmware is below the minimum for upgrading to latest.

If I'd upgraded earlier, I could have re-upgraded again on my current hardware; so not sure why I can't do that now; but .

My point is that arrowhead issues may be just version drift and unrelated to an ISP issue.

Ours just stopped working one day; no notification about changes or need to update or anything - vendor support is poor at best.

RunningMan

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#3196987 18-Feb-2024 11:34

michaelmurfy:

@squareeyes123 that’s a really simple fix don’t you think? Set up an account, login with that account and problem solved…

Respectfully, that's a workaround and does not fix the underlying problem. I presume that the site can be used without account creation on other NZ ISPs and some Quic IP ranges, so the full fix is having the remaining IP ranges whitelisted.

It seems these ranges have been purchased and previously used in other parts of the world, which explains the blacklisting and/or geolocation issues for some sites, but the range owner (i.e. Quic) is going to have far more authority to get an entire /24 or /23 sorted than a single user reporting the issue.

Fully appreciate the workload @quic staff currently have with network upgrades therefore access to individual websites would neccessarily be a lower priority, but they're in a far better position to get a range sorted than say 255 individual website users. If a website blocks a single user, then the onus would be on that user to get it sorted, but if entire ISP subnets are blocked (affecting multiple customers of that ISP), I'd argue that the ISP needs to manage that resolution in some way.

theviper

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#3196991 18-Feb-2024 11:48

jamesrt: I have an arrowhead alarm; the phone app thing hasn't worked for years, because they changed the back end and the firmware in my alarm can't communicate any more.

Not 'user' upgradable. In theory, I could get it done; but when I was reading around the issue recently, it sounds like the only upgrade path from my current version to the latest version now involves new hardware, as my current firmware is below the minimum for upgrading to latest.

If I'd upgraded earlier, I could have re-upgraded again on my current hardware; so not sure why I can't do that now; but .

My point is that arrowhead issues may be just version drift and unrelated to an ISP issue.

Ours just stopped working one day; no notification about changes or need to update or anything - vendor support is poor at best.

Sorry to hear that you got caught adrift of versions.

I'm on the latest version as my mates and arrow head alarm installer and he moved me over to elite cloud 👍

If you look up Dougall Cameron at total security group he can help. Auckland based.

michaelmurfy

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#3196994 18-Feb-2024 11:58

@theviper regarding Plex this seems like you haven’t port forwarded correctly. There’s nothing at all blocking this. With the alarm system you really need to figure out what it’s trying to connect to and work from there - so somehow capture the DNS hostname of the service it’s connecting to and a simple way of doing this is just set up NextDNS and look at the logs in there for anything that looks like your alarm panel talking to the cloud service.

@RunningMan they’ve also logged multiple tickets but fully agree it’s a workaround, not a fix. Reddit are just utterly useless. Quic are also trying some other things but the reality is GeoIP is best effort and you can’t ever expect your ISP to have every site correct as it’s outside of your providers control.

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squareeyes123

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#3197016 18-Feb-2024 13:08

michaelmurfy:
@squareeyes123 that’s a really simple fix don’t you think? Set up an account, login with that account and problem solved…

Reddit are to be frank pretty useless. I swear multiple people have logged tickets with them. They’ll get there eventually.

the login link is here: https://www.reddit.com/login/

You're missing the point by a mile. I don't have a login by choice. But that's also not the point.

You have an ISP being blocked by multiple major sites and services. That's not going to cut it.

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theviper

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#3197070 18-Feb-2024 13:41

Thank you for the next DNS tip. Have taken that onboard and found the below information based on the logs they provide.

The app is calling out to the site

panel.api.elitecloud.co.nz

Which has the following IPs associated.

52.65.154.44

3.106.47.78

3.104.211.146

All 3 IPs are hosted on AWS from what I can see.

When I access it as a https URL on Quic I get a 403 forbidden, but when I go to 4G or my neighbors WiFi I get a page not found (expected as I am not using what ever the proper API URL is).

Is that test of value to help get to the bottom of this?

jamesrt

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#3197126 18-Feb-2024 15:09

theviper: If you look up Dougall Cameron at total security group he can help. Auckland based.

Thanks for the recommendation; but I'm at the other end of the Island...

muppet

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#3197138 18-Feb-2024 16:28

Working for an ISP (not QUICK), I can't tell you how damn frustrating these muppet outfits that sell "IP to Location" databases to organisations are.

We have ranges that we've had for YEARS, have never moved, haven't started advertising any differently etc, that will suddenly just get Geoblocked by Disney (or someone else) causing a flood of customer complaints. Original APNIC allocations, not bought.

And it's always the ISP that gets blamed, as if we have some hotline to Disney to get them to whitelist the /24 that they've randomly blocked. (Be nice if we did)

Our immediate fix/workaround is usually to move the customer into a different address block which'll fix the problem, but we shouldn't have to. The Whois for our IP ranges clearly shows we're an NZ business etc. Usually with a few emails back and forth with someone's NOC etc we can get it sorted, but that usually takes 3-4 weeks. And then some other /24 will randomly break and the cycle starts again.

I fully understand your frustration @RunningMan, just know as an ISP it's equally frustrating for us and there is no quick fix. (To be fair, some companies ARE very responsive and fix things quickly. Disney isn't one of them)

RunningMan

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#3197154 18-Feb-2024 17:50

muppet: [snip]I fully understand your frustration @RunningMan, just know as an ISP it's equally frustrating for us and there is no quick fix.

No frustation here, just voicing an opinion! I don't doubt for a single minute it's frustrating for an ISP though.

muppet: [snip] Usually with a few emails back and forth with someone's NOC etc we can get it sorted, but that usually takes 3-4 weeks.

That was kinda the point I was trying to make - as an ISP your NOC can more easily (appreciate not always easily) contact the other party's NOC and get things resolved than an individual end user.

theviper

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#3197157 18-Feb-2024 18:05

Was pointed to arrow head support and have let them know if the issue.

I'll update once I hear back 👍

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dfnt

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#3197182 18-Feb-2024 19:36

jamesrt: I have an arrowhead alarm; the phone app thing hasn't worked for years, because they changed the back end and the firmware in my alarm can't communicate any more.

Not 'user' upgradable. In theory, I could get it done; but when I was reading around the issue recently, it sounds like the only upgrade path from my current version to the latest version now involves new hardware, as my current firmware is below the minimum for upgrading to latest.

If I'd upgraded earlier, I could have re-upgraded again on my current hardware; so not sure why I can't do that now; but .

My point is that arrowhead issues may be just version drift and unrelated to an ISP issue.

Ours just stopped working one day; no notification about changes or need to update or anything - vendor support is poor at best.

I replaced the old ip module with the iot module myself, arrowhead no issues with that

If you have the usb cable thing you can flash the ip module to work with their new system too

michaelmurfy

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#3197258 18-Feb-2024 21:24

theviper:

Was pointed to arrow head support and have let them know if the issue.

Let them know of these 2 IPv4 ranges - I can confirm they're blocked (get a 404 on my secondary ISP), I'll also email them too:
45.80.50.0/24
45.80.51.0/24

As per what @muppet has said I know Quic have been playing whack-a-mole on these subnets. These are not new subnets at all, I was also one of the first customers on them as a test and barely have any issues. We'll get there.

Also just on another note no ISP is immune. I had to do some GeoIP whitelisting requests on my old Static on 2degrees years ago as it randomly got blocked by Netflix and a few other places. It's frustrating though.

theviper

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#3197442 19-Feb-2024 11:36

AAP have acknowledged my e-mail and passed it onto the relevant team 👍

quic

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#3197481 19-Feb-2024 13:29

Hi all,

Apologies for the troubles caused here. We have been listening and pushing for GeoIP changes with providers who are causing grief, unfortunately this is a time consuming process due to relying on third parties to complete updates on their side.

We put a lot of effort into both geolocation for our IP space, including complying with both RFC8805 and RFC9092 which were built to solve this problem, however as with all RFCs - it takes two to tango, and only works if everyone plays ball, including content and filtering providers.

To provide an immediate resolution while we continue to work on this, we have acquired additional IP space for our network, which was already historically geolocated within New Zealand.

For anyone currently experiencing issues with geolocation and on a dynamic IP (which we believe is the vast majority), please restart your router/restart your PPPoE dialer, which will trigger you to obtain one of these new IPs.

If you are on a static IP with geolocation issues causing these problems, and are willing to change your IP, feel free to DM me here with your account name, email, and connection address, and we can provide you a new static IP.

Quic Broadband
quic.nz - The telco who puts you in charge!

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