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RC

RC

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#142803 25-Mar-2014 10:01
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Hi, I'm having an ongoing problem with Telecom Broadband at work and am getting no joy from our office admin (who can't be bothered) and Telecom (who don't seem to care). 

I am connecting wirelessly with my personal laptop. These problems have also been replicated on desktop PCs connected by LAN.

At seemingly random times, I am unable to access all or most UK websites ending in ".co.uk" For a while, www.telegraph.co.uk worked when others didn't but now nothing is working this morning.

I can open the same websites on my 4G mobile phone (with Telecom mobile) but I am getting "this webpage is unavailable" in chrome and similar in Firefox and IE.

I have done pings on www.google.co.uk and other uk websites from a CMD prompt. I a response saying it can't resolve the host name "www.google.co.uk".

If I run a tracert  on www.telegraph.co.uk or www.google.co.uk or www.lawgazette.co.uk I get "unable to resolve target system name www.google.co.uk etc.

I just checked and now see that www.guardian.co.uk is working - the other example web addresses above aren't though.

I have also checked my DNS settings for the wireless adapter I'm using (IPV4 and IPV6) both are set to get DNS details automatically (this is the way my private ISP likes it - if I have trouble with our home UFB connection, the first thing they do is tell me to go into network adapter settings and make sure they are set to obtain DNS details automatically. 

When I check other sites like .co.nz or .com sites, there is absolutely no problem and I certainly don't get this problem on our home UFB connection. Likewise, the hardwired PCs in this office are also not able to connect to .co.uk websites.

When I called Telecom last week, they checked our IP address and said we're not with Telecom even though the IP we connect through is a telecom registered IP. I assumed we are using a reseller and the guy I spoke to confirmed that was the case. Turns out that our office has a broadband contract with Telecom directly, but our office manager is so %^%#ed off with them that she won't waste her breath dealing with them.

I'm getting sick and tired of doing my work research on my smart phone and downloading files I need via 4g and then emailing them to my work email. Can anyone shed any light on what is going on? 

Any help appreciated.


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plambrechtsen
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  #1012275 25-Mar-2014 10:22
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A few questions

1) Which router are you using?
2) Have you had a line test run?
3) Have you tried doing a factory reset of the router to make sure no incorrect config has been put in?
4) Is it a Telecom supplied one or your own?
5) If you can email me "pl at telecom.co.nz" with your IP address and I can track down your account information

NonprayingMantis
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  #1012279 25-Mar-2014 10:25
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"When I called Telecom last week, they checked our IP address and said we're not with Telecom even though the IP we connect through is a telecom registered IP. I assumed we are using a reseller and the guy I spoke to confirmed that was the case. Turns out that our office has a broadband contract with Telecom directly, but our office manager is so %^%#ed off with them that she won't waste her breath dealing with them."



 

That's pretty weird.  Who does your invoice come from?

But really how does you office manager expect to get issues resolved if she won't actually call Telecom?

Talkiet
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  #1012326 25-Mar-2014 11:14
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PM me your IP address and what plan you are on. (I'm presuming you have a static IP) Cheers - N





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Talkiet
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  #1012336 25-Mar-2014 11:17
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Assuming you're on a windows machine... try this... (Bits in bold are what you type)

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Neil>nslookup
Default Server: UnKnown
Address: 192.168.199.243

> server 122.56.237.1
Default Server: ns1.xtra.co.nz
Address: 122.56.237.1

> www.telegraph.co.uk
Server: ns1.xtra.co.nz
Address: 122.56.237.1

Non-authoritative answer:
Name: a1362.w7.akamai.net
Addresses: 219.88.187.104
219.88.187.50
Aliases: www.telegraph.co.uk
telegraph.co.uk.edgesuite.net



Paste the output from that.

Cheers - N




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Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.


RC

RC

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  #1012549 25-Mar-2014 15:47
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Thanks for the feedback. 

Plambrechtsen - thanks for the response. I really don't want to get involved in our office IT. Our office admin says a lot of our IT equipment is old and due for replacement. An overhaul is coming in the near future.... My query was aimed at resolving whether it is Telecom's issue (e.g. lots of other users having the same problems) or our hardware.  

Also, from experience I don't like getting involved in sorting out IT problems as I become the "go to guy" for everyone's problems and also get the blame when things stuff up :)

Nonprayingmantis - Our invoices are from Telecom. However, the billing phone number (which I don't know) is not the same as our main office number. This is probably what the Telecom guy I spoke to on 123 used to fob me off (although I knew we were connecting to the WWW via TNZ as I had done whois searches on all the gateway IPs returned when I did a tracert). As is the case with our office manager, I too have wasted hours of time resetting hardware and resetting custom router configurations (which took hours to set up to work with other routers) whilst listening to a crackly and almost inaudible American voice on a poor quality VOIP line, wasted numerous hours, only to find that it was all a waste of time.   Sorry if that sounds cynical and pessimistic, but thats my experience of broadband helpdesks. 

Talkiet - I wish I'd been able to follow your steps this morning. I've done all the CMD prompt commands (Windows 7) but before doing so, I just checked the uk websites and all are now working ... aghh!

Anyhow, here are the responses (our local server name has been xxxxed out):

 

Microsoft Windows [Version 6.1.7601]

 

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

 

C:\Users\rc>nslookup

 

Default Server: serverxxxx.xxxxxxxxxxxxx

 

Address: 192.168.1.100

 

> server 122.56.237.1

 

Default Server: ns1.xtra.co.nz

 

Address: 122.56.237.1

 

> www.telegraph.co.uk

 

Server: ns1.xtra.co.nz

 

Address: 122.56.237.1

 

Non-authoritative answer:

 

Name: a1362.w7.akamai.net

 

Addresses: 219.88.185.24

 

219.88.185.10

 

Aliases: www.telegraph.co.uk

 

telegraph.co.uk.edgesuite.net

 


The results are essentially the same as yours. 

Also, I just ran it again using "www.google.co.uk" and got a timeout error. however, when I tried a second time immediately after, I received a result.  Google.co.uk is working fine on my web browser.

I will try the commands you suggest again next time I encounter this problem and share the results. 

Many thanks. 


RC

RC

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  #1012551 25-Mar-2014 15:50
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Well, one more thing that may or may not be relevant. When I tried to post the last post, I received a "website unavailable" message. Clicking back and hitting the "post" button again worked. 

Odd though, because whenever I get the .co.uk problem opening UK websites, NZ and .com websites all work without fail. 

freitasm
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  #1012581 25-Mar-2014 17:06
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I wonder if your office uses a proxy or some other service causing problems. Hard to help in a situation where you don't have control or knowledge of the full IT environment.




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sbiddle
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  #1012634 25-Mar-2014 18:46
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Are you running through a server in the office?

plambrechtsen
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  #1012860 26-Mar-2014 07:54
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One thing you could try is going to Google "whats my ip address" and that will give you your IP address just below the search bar.

Then Google for that IP address and you should see if it's in the Telecom address range or not.

If it's not in the AS4771 range, then it's not a Telecom IP address.

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