timcclayton

I have been experiencing temporary downtime on both my domains with UH ever since I have had them, only a minute or two and only from time to time. When these outages occur, I can access any other website I choose and there is no problem with my broadband connection - I only ever get outages when accessing my UH domains. So I was wondering whether anyone else here gets the same kind of issues?

I have a support ticket going, but no help is forthcoming, so I feel that I must make my own investigations into this issue. This is not a thread for UH support to answer, purely to gauge other users' opinions on this matter, so I would appreciate it if UH wouldn't delete this thread again.

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Vorona Aviation

CSNM-Carl

Hello,

This is also happening to me I experience it around 4 - 6 times per day and they last 2-3 minutes, I also had a ticket open with UH. But I don't think it's UH or the network.

I've tried a format of my machine + using a different network router all but the problem still exists.

Out of interest who is your Internet Provider?

timcclayton

My ISP is Jersey Telecom but it can't be them, as I can always get other websites up during the UH domain downtime. This is why I feel it must be something on UH's system somewhere.

Do you happen to know which server you're on? I am on Ventura...

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Vorona Aviation

MrBen

It does happen from time to time, but I haven't noticed it recently. I remember there have been threads created before with people asking a similar thing.

Is it all services you loose? i.e. if web is unavailable, can you still successfully check your email?

If it is all services, try running a tracert to check if it's a problem at some point along your connection.

Ben

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timcclayton

The only thing that stops working are my UH sites, any and all other websites are perfect (even after reload, so no caching involved) as is e-mail (at least I have never noticed it having an issue).

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Vorona Aviation

UH-Simon

The customers traceroute quite clearly shows the problem. It's almost certainly his ISP connection (more specifically with the connection from your computer to either your ISP modem or router)

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Simon
UnitedHosting Staff

For official support please use our helpdesk at UnitedSupport.co.uk

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timcclayton

I can post the TRACERT output all day long, but that doesn't explain why I can still see other websites during the UH downtime.

For the record and in the interests of fairness and getting a solution, the log is:

Tracing route to voronaaviation.com [83.223.124.13]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 840 ms 841 ms 840 ms t10k.jtibs.net [82.112.137.1]
3 840 ms 840 ms 840 ms gw8.jtibs.net [212.9.0.154]
4 857 ms 29 ms 29 ms 87.244.127.58
5 857 ms 857 ms 856 ms y-s-2.lon1.arbinet.net [213.232.64.76]
6 25 ms 852 ms 853 ms ae-22-56.car2.London1.Level3.net [4.68.116.176]

7 852 ms 853 ms 854 ms 10ge-2-1-0.lon22.ip.tiscali.net [213.200.77.129]

8 30 ms 29 ms 858 ms gyron-rbs-gw.ip.tiscali.net [213.200.78.222]
9 853 ms 855 ms 854 ms ge-0-3-0.core-1.lhc.lon.uk.as29017.net [89.145.1
25.17]
10 858 ms 30 ms 857 ms ventura.unitedhosting.co.uk [83.223.124.13]

Trace complete.

__________________
Vorona Aviation

UH-Tony

He has run a trace route and provided it to us to analyze but after we pointed out terrible latency in his trace route he refuses to believe that it has any relevance to his intermittent inability to access his sites on our server.

Tim, please post the trace route you send us (with the ip addresses edited out) to gauge the opinion of others.

__________________
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Tony
UnitedHosting Staff

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CSNM-Carl

My trace routes show no problems at all, all services on my server go Web, Email, FTP, Ensim etc.

I'm really not sure what it is - I have external monitoring set-up on the server and this reports no problems at all. It's really odd

My ISP is NTL:Telwest/Virgin Media.

timcclayton

I have connectivity to my site right now and I thought I would run another TRACERT and here's what it gave me:

Tracing route to voronaaviation.com [83.223.124.13]
over a maximum of 30 hops:

1 855 ms 853 ms 853 ms 192.168.0.1
2 866 ms 865 ms 866 ms t10k.jtibs.net [82.112.137.1]
3 865 ms 865 ms 865 ms gw8.jtibs.net [212.9.0.154]
4 882 ms 882 ms 881 ms 87.244.127.58
5 30 ms 882 ms 881 ms y-s-2.lon1.arbinet.net [213.232.64.76]
6 878 ms 878 ms 877 ms ae-22-56.car2.London1.Level3.net [4.68.116.176]

7 879 ms 878 ms 877 ms 10ge-2-1-0.lon22.ip.tiscali.net [213.200.77.129]

8 883 ms 883 ms 883 ms gyron-rbs-gw.ip.tiscali.net [213.200.78.222]
9 25 ms 878 ms 879 ms ge-0-3-0.core-1.lhc.lon.uk.as29017.net [89.145.1
25.17]
10 883 ms 883 ms 30 ms ventura.unitedhosting.co.uk [83.223.124.13]

Trace complete.



Proof, if proof were needed, that it has nothing whatsoever to do with the TRACERT. The stats are still (supposedly) high, yet here I am surfing my site with no problem.

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Vorona Aviation

MRobinson

I see a lot of traffic and I've often observed visitors experiencing intermittent connection difficulties, but they're always isolated and the hundreds of other visitors connected simultaneously have had no problems whatsoever (so unlikely to be a server problem). If it was at UH then every visitor would have been having problems at the same time.

When you're having difficulties, could you get someone else to check their connectivity at the same time?

Whoa, that's pretty high for the first hop! I've never seen mine go over 10ms. If I had those results I'd be wondering what was wrong with my router/computer.

How do your traceroutes to other destinations compare?

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Mark
Get Firefox | SitePoint

"It's difficult to get a man to understand something when his salary depends on his not understanding it" - Upton Sinclair

desquinn

Your logic is flawed I am sorry to say. Just becuase it is working with such high latency figures does not prove that the problem is at UH. By your own admission other sites work when you cant get to UH. Whats to say that at this time, one of your regular websites is inaccessible.

Those figures for latency are really high even if you were running p2p stuff, or on a satelite connection. If you have any other pc that you can access via remote control it would be worthwhile to carry out a test conneciton to your website from there when you are experiencing problems. Alternatively get a freind on the phone and get them to test, especially if they are on another ISP.

getting a time of 855 ms is an absurd figure on your local connection to your first hop considering this will be a wired or wireless connection as opposed to a WAN conneciton.

Look to your local setup as you have been advised.

timcclayton

Some more TRACERT examples:


GOOGLE.CO.UK

Tracing route to google.co.uk [216.239.59.104]
over a maximum of 30 hops:

1 854 ms <1 ms <1 ms 192.168.0.1
2 867 ms 866 ms 867 ms t10k.jtibs.net [82.112.137.1]
3 866 ms 866 ms 866 ms gw8.jtibs.net [212.9.0.154]
4 876 ms 878 ms 877 ms gwLondon.jtibs.net [87.244.127.46]
5 881 ms 881 ms 881 ms y-s-2.lon1.arbinet.net [213.232.64.76]
6 881 ms 882 ms 881 ms 195.50.118.210
7 878 ms 877 ms 880 ms 72.14.238.249
8 891 ms 891 ms 892 ms 66.249.95.107
9 887 ms 892 ms 895 ms 72.14.232.241
10 36 ms 895 ms 891 ms 216.239.49.126
11 892 ms 892 ms 897 ms gv-in-f104.google.com [216.239.59.104]

Trace complete.



BBC.CO.UK

Tracing route to bbc.co.uk [212.58.224.131]
over a maximum of 30 hops:

1 <1 ms <1 ms 854 ms 192.168.0.1
2 13 ms 866 ms 867 ms t10k.jtibs.net [82.112.137.1]
3 866 ms 867 ms 866 ms gw8.jtibs.net [212.9.0.154]
4 882 ms 883 ms 884 ms 87.244.127.58
5 29 ms 883 ms 883 ms y-s-2.lon1.arbinet.net [213.232.64.76]
6 879 ms 880 ms 879 ms ae-0-55.gar1.London1.Level3.net [4.68.116.139]
7 884 ms 883 ms 884 ms so-6-0.metro2-londencyh00.London1.Level3.net [21
2.113.3.26]
8 880 ms 880 ms 881 ms 195.50.116.246
9 883 ms 29 ms 31 ms vlan903.hsw0.thdo.bbc.co.uk [212.58.255.186]
10 885 ms 883 ms 883 ms rdirwww-vip.thdo.bbc.co.uk [212.58.224.131]

Trace complete.



All showing similar figures, so nothing wrong here. I use Google and BBC many many times every day and I NEVER get problems connecting to them.

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Vorona Aviation

MrBen

Woah! Those are mighty high ping times!

Just to compare...

As has been said already you should be seeing a ping time of <1ms to your router (192.168.0.1).

Of course this doesn't mean there isn't a problem somewhere else, but there's definitely something sick at your end.

I'd try plugging your PC directly into your connection if you can (taking the router out of the equation).

Ben

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Internet Data Usage Calculator: Estimate your monthly bandwidth usage for your Internet connection.

desquinn

do you know if your ISP operates transparent web proxies as there have been issues before that would produce this sort of behaviour. NTL had an issue since they have 2 proxies for each area and for a few areas one of them was broken and sometime a site would work and then it wouldn't.....

I do think something on your local lan is borked and you should start investigating there as there is defintely something there to be fixed.

timcclayton

Des you reminded me - I mentioned in my support ticket (but not in this post) that I was not the only user on my domain that was having these intermittent problems - other users are reporting them too. Which is why I am adamant that there is some issue with the site/hosting. I agree it's hard to pin down, as it is over fairly quickly and very intermittent, but I am really posting to see if this is an issue that other users have had on UH, as this might narrow it down.

Carl obviously has and it seems that other users may have been reporting similar issues previously, so there is obviously something in this. It is not a witch-hunt, I just want to know if I am alone on this - clearly not.

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Vorona Aviation

MrBen

The answer then is no, you're not alone. As I said I have noticed it before and have seen others ask the same question but having said that, there is something wrong with your connection. Ping times of 800+ms really are massive.

As soon as you show a tracert like that to a tech they're going to say it's something along your connection. The high times start at the first hop so it's either a problem with the network card in your computer, a shoddy cable or your router/modem. I'd look at sorting that out and then if/when there is still a problem, people aren't going to get distracted by your whopping 800ms latency (I can ping a servers in Seattle, USA in ~150ms while it's taking you 800+ms to hit your router/modem that's probably next to your computer).

Ben

__________________
Veterinary Practice Management System by SoftFooding
Internet Data Usage Calculator: Estimate your monthly bandwidth usage for your Internet connection.

UH-Tony

Tim, the problem with the way you are going about this is that every user will potentially have occasional problems reaching a site. The internet is a rather complicated system where hundreds if not thousands of pieces of equipment lay between every user and ever server.

Your trace routes clearly show a dramatic problem on your end, and I will admit that it may not be the only possible explanation for your trouble, it is a waste of time to ignore that major problem and try to find fault on the server side because any further troubleshooting will be done with a known problem already existing and identified.

Can you imagine a automotive mechanic trying to diagnose the cause of poor gas mileage of a car and performing road testing to track the amount of gas consumed per mile while having 2 flat tires? Any results of the testing would clearly show horrible mileage but since those 2 flat tires are going to make a major contribution to the mileage problem, the mechanic would have no chance of identifying any further possible problems (such as poor timing on the fuel injectors) until the first major identified issue is resolved and therefore taken out of the equation.

My suggestion here as it was in your ticket is to get the problem with your connection resolved first and then proceed to see if anything further can be identified as a problem.

__________________
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Tony
UnitedHosting Staff

For official support please use our helpdesk at UnitedSupport.co.uk

UnitedHosting proudly hosting more than 20,000 sites since 1998.

percepts

so I did a tracert and the times are as follows:

1 16 ms 16 ms 16 ms [removed].pipex.net [removed]
2 17 ms 17 ms 16 ms ge-2-0-1.cr01.hx4.dsl.pipex.net [62.241.161.38]
3 16 ms 16 ms 16 ms pc3.cr05.hx2.bb.pipex.net [62.72.143.53]
4 17 ms 16 ms 16 ms ge-0-2-0-0.lonth-inter-2.interoute.net [195.66.226.53]
5 16 ms 18 ms 16 ms Gi4-0.lon-wal-core-1.interoute.net [84.233.152.181]
6 15 ms 17 ms 17 ms Te4-1.lon-wal-access-4.interoute.net [217.118.119.30]
7 16 ms 16 ms 16 ms 84.233.153.30
8 16 ms 17 ms 16 ms ge-0-3-0.core-1.lhc.lon.uk.as29017.net [89.145.125.17]
9 15 ms 15 ms 16 ms ventura.unitedhosting.co.uk [83.223.124.13]

I concur with others, you have a problem either with your network or your ISP.

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An old dog learning new tricks

percepts

and just for comparison I connected using a 56k dial up and this is what I got:

1 134 ms 121 ms 405 ms lo1.he-0-dial.as9105.net [212.74.116.3]
2 120 ms 114 ms 121 ms Gi4-0-3-32.he-lon1.as9105.net [212.74.107.16
3 * * * Request timed out.
4 113 ms 105 ms 121 ms gyron-rbs-gw.ip.tiscali.net [213.200.78.222]
5 189 ms 107 ms 114 ms ge-0-3-0.core-1.lhc.lon.uk.as29017.net [89.1
6 119 ms 121 ms 113 ms ventura.unitedhosting.co.uk [83.223.124.13]

still 7-8 times faster than your tracert.

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