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3 posts

Wannabe Geek

#60775 3-May-2010 12:31
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I hope this is the right place to ask.  I was wondering is there were any Xtra users here who could help me.  Last week our NZ Clients using Xtra were no longer able to access our website, but only Xtra users.

To try to identify the issue I've remotely connected into 3 of our Xtra clients computers and ran some tests.  They could correctly resolve the domain name to the IP but could not ping the IP and the trace failed once it reached the Xtra network.  I was also able to access the site using a proxy, but not when using only the Xtra connection.

Trace Results: “Tracing Rout to over a maximum of 30 hops:

1        35ms  99ms  99ms
2        53ms  56ms  49ms
3        *        *        *        Request Timed out
4        *        *        *        Request Timed out
5        *        *        *        Request Timed out

At this point I called Xtra because there is nothing wrong witht he web server, all other AU and NZ clients can access the site so it must be an issue with Xtra.  They have not been helpfuly in any way to say the least.  They refuse to talk to me because I'm not a client, which I can kind of understand.

What they have told our clients that have called is the issue is:

With out website
With Firefox
With a firewall
With the clients computer.

This is really starting to get to me.

If there are any Xtra users here, can you please try to access any of the sites below (they are all hosted on the same web server as our site, which is also in the lsit).  Thanks!

I'm still leaning towards a routing issue with Xtra or potential the ISP Filtering I’ve read about (and am fighting against here in Australia). 

Anyone have any ideas or advice on how to deal with their support? 


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BDFL - Memuneh
67786 posts

Uber Geek

Lifetime subscriber

  #326014 3-May-2010 13:37
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Not with Telecom, but I can say that those domains resolve and serve ok over TelstraClear's network. A couple of those are holding pages though.



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192 posts

Master Geek

  #326020 3-May-2010 13:55
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Checked via XT mobile BB and no problems accessing site.

Re: Ping Telecom have configured most internal boxes to ignore those requests. Oh and I hope it was a typo on here, but the IP address to those sites is not 255

Regardless of IP it still does not resolve the initial issue of your clients being unable to view the websites, can you confirm how long the site have been live and registered with your hosting company? Just thinking it can take up to 24 hours for DNS entries to synchronise, sometime longer depending on ISP policies.


3 posts

Wannabe Geek

  #326022 3-May-2010 14:03
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Regardless of IP it still does not resolve the initial issue of your clients being unable to view the websites, can you confirm how long the site have been live and registered with your hosting company? Just thinking it can take up to 24 hours for DNS entries to synchronise, sometime longer depending on ISP policies.

Thanks for the reply, yes it was a typo (I was typing it out from a screenshot).

We've had the site for nearly 3 years and made no changes to the IP or DNS entries.  I can ping and trace the site from here (AUS), and from another clients computer in NZ with a different ISP.

66 posts

Master Geek

  #326023 3-May-2010 14:05
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Just tried from home on Xtra, no luck no ping and timeout for the websites - and yes my internet is working as I remoted to the box to test in the first place, same sites work perfectly here at work (Snap)

321 posts

Ultimate Geek

  #326026 3-May-2010 14:06
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I am with xtra.

All these websites (I didnt try the others) fail

Fail message
"The connection has timed out.
The server at is taking too long to respond."

.....c'mon sucker lick my battery........
binary solo...0000110000110000111...

637 posts

Ultimate Geek


  #326029 3-May-2010 14:09
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27/8 is a very new address block - lots of network operators have not updated their bogon filters to permit access to it yet.

393 posts

Ultimate Geek

  #326110 3-May-2010 16:45
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its working for me, currently at work soooo telecom business account

this is where a signature goes


321 posts

Ultimate Geek

  #326116 3-May-2010 16:56
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they are working for me now...issues must have been resolved

.....c'mon sucker lick my battery........
binary solo...0000110000110000111...

3 posts

Wannabe Geek

  #326124 3-May-2010 17:14
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Thanks for the help everyone.  I'm trying to contact one of our clients on Xtra now to confirm with them if they're able to access it or not.


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