Are there any web tech geeks in the house?

[yourdj]

Hello,

I have been having issues with my websites not being loaded on random peoples computers. This is all of my sites which are hosted with Othello hosting.

I have a supplier refusing (and rightly so) too recommend me until its sorted and a couple of clients and two of my DJ's who also cannot load my site. It's very sporadic but I am beggining to wonder how much business i have lost from this issue :(

http://www.yourdj.co.uk/
http://www.newforestwedding.co.uk/
http://www.bogfrog.co.uk/

I have personally had this problem and it was down to a dynamic IP. I got it changed by my ISP to a fixed one and it is now sorted.
Othello have not been very helpful and said its an ISP problem and to talk too them (of which I do not have accounts for so thats impossible).
The problem I have are these people are being able to load up everyone elses websites across the world with out a problem!!

This leads me to assume it is either thier system or the way they host :confused:

or

Its the way my site is designed perhaps (mainly just simple HTML and PHP).

Basically I need this sorted and am willing to pay a small charge to anyone who can get too the bottom of it and fix it. I will be moving to another hosting company if this is not sorted as that seems a logical step in removing one of my suspicions to the cause. :)

Thanks very much in advance ;)

[yourdj]

Also can anyone tell me if they are having problems loading the pages too.

Ta :D

[Vectis]

DNS is correctly pointing all the way to 'othellotech.net' namespace which is where it all breaks down. So you definitely have an internal issue with the hosting company; if I had to lay a small wager I'd suggest a misconfigured nameserver assigned to your domain.

If that doesn't mean anything, pass it to your support folks.

Only checked yourdj.co.uk but assume it's similar for others :beer1:



traceroute to yourdj.co.uk (83.243.102.131), 64 hops max, 52 byte packets
1 speedtouch (162.61.60.1) 46.405 ms 96.975 ms 99.990 ms
2 78.146.0.1 (78.146.0.1) 28.201 ms 27.295 ms 27.554 ms
3 host-78-151-225-209.static.as13285.net (78.151.225.209) 30.543 ms 31.129 ms 30.830 ms
4 host-78-151-225-204.static.as13285.net (78.151.225.204) 33.185 ms 32.717 ms 31.774 ms
5 xe-11-2-0-rt001.the.as13285.net (62.24.240.13) 33.463 ms 32.641 ms 33.312 ms
6 host-78-144-0-146.as13285.net (78.144.0.146) 34.693 ms
xe-11-2-0-rt001.the.as13285.net (62.24.240.13) 34.138 ms 32.901 ms
7 host-78-144-0-197.as13285.net (78.144.0.197) 34.675 ms
host-78-144-0-204.as13285.net (78.144.0.204) 34.196 ms
host-78-144-0-146.as13285.net (78.144.0.146) 34.151 ms
8 host-78-144-0-204.as13285.net (78.144.0.204) 32.826 ms
xe-11-3-0-scr010.thn.as13285.net (78.144.0.119) 34.334 ms
host-78-144-0-204.as13285.net (78.144.0.204) 34.197 ms
9 ge5-1-cr0.thn.uk.as6908.net (78.144.3.14) 35.546 ms 34.100 ms 33.322 ms
10 downstream2.as29527.net (80.82.140.50) 34.745 ms
transit1.as29527.net (80.82.140.41) 34.061 ms 34.253 ms
11 unassigned.othellotech.net (80.82.141.210) 34.710 ms
downstream2.as29527.net (80.82.140.50) 34.188 ms
unassigned.othellotech.net (80.82.141.210) 34.026 ms
12 unassigned.othellotech.net (80.82.141.210) 34.318 ms * 34.613 ms
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
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28 * * *
29 * * *
30 * * *

[Marc J]

If it was a nameserver problem I imagine it'd be the same for everyone, unless it's changed recently in which case it would be a propagation / nameserver issue.

Works for me from Virgin Media: -


Tracing route to yourdj.co.uk [83.243.102.131]
over a maximum of 30 hops:

1 11 ms 10 ms 23 ms cpc7-sgyl32-2-0-gw.sgyl.cable.virginmedia.com [94.174.196.1]
2 11 ms 7 ms 9 ms sgyl-core-1a-ge214.network.virginmedia.net [81.97.49.73]
3 14 ms 15 ms 15 ms manc-bb-1c-ae3-0.network.virginmedia.net [195.182.178.90]
4 17 ms 15 ms 15 ms manc-bb-1a-ae11-0.network.virginmedia.net [213.105.159.85]
5 19 ms 19 ms 39 ms nrth-bb-1b-ae1-0.network.virginmedia.net [212.43.163.82]
6 18 ms 19 ms 21 ms nrth-tmr-2-ae6-0.network.virginmedia.net [213.105.159.34]
7 18 ms 19 ms 19 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
8 31 ms 70 ms 47 ms 114-14-250-212.static.virginmedia.com [212.250.14.114]
9 21 ms 20 ms 31 ms transit1.as29527.net [80.82.140.41]
10 21 ms 35 ms 21 ms downstream2.as29527.net [80.82.140.50]
11 22 ms 19 ms 48 ms unassigned.othellotech.net [80.82.141.210]
12 22 ms 20 ms 19 ms web.secure-web-sites.com [83.243.102.131]

Trace complete.

Might be a routing issue from certain ISPs to your host, which would cause it to die on a regular basis.


I will be moving to another hosting company if this is not sorted as that seems a logical step in removing one of my suspicions to the cause. :)

That's what I'd recommend :D

[Vectis]

If it was a nameserver problem I imagine it'd be the same for everyone

Hmmm.... your hop 11 is the same as my hop 11, which is inside 'Othellotech' which kind of ties up with the OP's comment that his ISP is called 'Othello' (whoever they are :p ).

It's not making that final (internal) jump, which is why I came to my initial conclusion.

I'd show both of these traceroute logs to the support guys at the ISP and get them to sort their act out.

[yourdj]

It's not making that final (internal) jump, which is why I came to my initial conclusion.

I'd show both of these traceroute logs to the support guys at the ISP and get them to sort their act out.

Yes othellotech. :) Thanks for the help.

what does that mean then? do you both think it is the hosting company or the users internet service companies fault :confused:

Sorry not very up on these things :(

What shall i tell them :)

[Vectis]

In a nutshell, you came here complaining of intermittent issues with your websites.

I, a TalkTalk customer, couldn't trace route to your server.

Marc, a Virgin customer, could.

Which ties in with your complaint.


A 'trace route' is essentially a roadmap from A (the visitor's PC) to B (the web server hosting your site). It shows the path that is taken - from the visitors PC, to their router, to their ISP, across the web, to your ISP and ultimately to your web server.

We both got as far as your ISP, but I couldn't see your web server.

This suggests some internal configuration problem with nameservers or DNS at your ISP.


Explain to them your problem and show them the trace route logs above and tell them to sort it :)

[yourdj]

Hmmm.... your hop 11 is the same as my hop 11, which is inside 'Othellotech' which kind of ties up with the OP's comment that his ISP is called 'Othello' (whoever they are :p ).

It's not making that final (internal) jump, which is why I came to my initial conclusion.

I'd show both of these traceroute logs to the support guys at the ISP and get them to sort their act out.


We both got as far as your ISP, but I couldn't see your web server.

This suggests some internal configuration problem with nameservers or DNS at your ISP.


Explain to them your problem and show them the trace route logs above and tell them to sort it :)

I am not having any problem as i can see it perfectly with whoever utility warehouse use for connection.

its only a sporadic few that cannot. Shall I present Othello tech (my hosting company) with these logs (in this post)
i just want to get it right as i have been hassling them quite a bit in the last week. thanks very much :)

[Marc J]

To be honest I don't think it'll sort itself out anytime soon. I very much doubt your host (Othello) have done anything out of the ordinary with the DNS settings on your account(s), it'll be pretty much standard.

It certainly looks like a problem of some sort with their network, but only for some ISPs. I've seen this before a few times. If people on various ISPs can do traceroutes and post here that might help, but to be honest it's not your job to diagnose their network problems!

[DazzyD]

Seems to be ok connecting from a 3 Mobile BB connection:


Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:UsersDazzy D>tracert www.yourdj.co.uk

Tracing route to www.yourdj.co.uk [83.243.102.131]
over a maximum of 30 hops:

1 382 ms 436 ms 385 ms 172.30.132.65
2 744 ms 448 ms 459 ms te-4-2.car1.Manchester1.Level3.net [195.50.119.9
]
3 387 ms 419 ms 478 ms ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
4 396 ms 498 ms 439 ms ae-15-51.car5.London1.Level3.net [4.69.139.70]
5 387 ms 499 ms 488 ms CWIE-LLC.car5.London1.Level3.net [212.187.193.58
]
6 67 ms 68 ms 69 ms downstream2.as29527.net [80.82.140.50]
7 77 ms 69 ms 77 ms unassigned.othellotech.net [80.82.141.210]
8 66 ms 69 ms 75 ms web.secure-web-sites.com [83.243.102.131]

Trace complete.

C:UsersDazzy D>

I haven't got a clue what any of this means though!

[yourdj]

Seems to be ok connecting from a 3 Mobile BB connection:



I haven't got a clue what any of this means though!

Thanks - that makes two of us :p

A couple of the people who had issues can see it now :confused:

I do not know why but they can.

[Alex]

I can access all your sites here... Virgin Media ( Portsmouth )

Heres my trace route:


C:UsersAlex>tracert yourdj.co.uk

Tracing route to yourdj.co.uk [83.243.102.131]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 11 ms 7 ms cpc2-pmth10-2-0-gw.6-1.cable.virginmedia.com [81.**.**.1]
3 10 ms 7 ms 8 ms cosh-core-1a-ae1-3767.network.virginmedia.net [80.3.161.241]
4 14 ms 12 ms 18 ms winn-bb-1a-ae2-0.network.virginmedia.net [212.43.163.209]
5 11 ms 11 ms 11 ms winn-bb-1b-ae0-0.network.virginmedia.net [213.105.172.162]
6 44 ms 96 ms 29 ms manc-bb-1a-ae6-0.network.virginmedia.net [212.43.163.185]
7 20 ms 19 ms 19 ms nrth-bb-1b-ae1-0.network.virginmedia.net [212.43.163.82]
8 17 ms 54 ms 32 ms nrth-tmr-2-ae6-0.network.virginmedia.net [213.105.159.34]
9 22 ms 19 ms 24 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
10 19 ms 19 ms 19 ms 114-14-250-212.static.virginmedia.com [212.250.14.114]
11 18 ms 19 ms 19 ms transit1.as29527.net [80.82.140.41]
12 21 ms 19 ms 47 ms downstream2.as29527.net [80.82.140.50]
13 21 ms 20 ms 18 ms unassigned.othellotech.net [80.82.141.210]
14 22 ms 19 ms 19 ms web.secure-web-sites.com [83.243.102.131]

Trace complete.



Hope it helps :)

[yourdj]

I can access all your sites here... Virgin Media ( Portsmouth )

Heres my trace route:





Hope it helps :)

Thanks alex. :)

[discomobiledj]

This is from Sky.


C:UsersSteve>tracert yourdj.co.uk

Tracing route to yourdj.co.uk [83.243.102.131]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 25 ms 24 ms 25 ms 5ace15be.bb.sky.com [90.206.21.190]
3 24 ms 23 ms 24 ms 10.245.177.161
4 25 ms 25 ms 24 ms te0-6-0-2.er11.thlon.ov.easynet.net [89.200.135.31]
5 24 ms 26 ms 25 ms linx1.uk.othellotech.net [195.66.224.244]
6 24 ms 24 ms 24 ms downstream2.as29527.net [80.82.140.50]
7 28 ms 25 ms 24 ms unassigned.othellotech.net [80.82.141.210]
8 26 ms 25 ms 25 ms web.secure-web-sites.com [83.243.102.131]

Trace complete.

Same as Alex, I accessed all your sites.

[yourdj]

This is from Sky.



Same as Alex, I accessed all your sites.

This is great. thanks for the help people.
Looks like I can ignore the problems for now as it seems to be the ISP. Whoever BT use. :)

[Marc J]

This is great. thanks for the help people.
Looks like I can ignore the problems for now as it seems to be the ISP. Whoever BT use. :)

Are you really going to ignore a problem which means people using certain ISPs cannot reach your site? :confused:

[Vectis]

Are you really going to ignore a problem which means people using certain ISPs cannot reach your site? :confused:

I'm still only getting as far as unassigned.othellotech.net when I traceroute to yourdj.co.uk

I'm on Talk Talk which also incorporates Opal Telecom and Tiscali.

If that's a Talk Talk-wide problem, then you're ignoring 4.2 million potential clients
(http://www.broadbandwatcher.co.uk/tag/financial-results/)

[yourdj]

I'm still only getting as far as unassigned.othellotech.net when I traceroute to yourdj.co.uk

I'm on Talk Talk which also incorporates Opal Telecom and Tiscali.

If that's a Talk Talk-wide problem, then you're ignoring 4.2 million potential clients
(http://www.broadbandwatcher.co.uk/tag/financial-results/)

Great DJ bookings for the rest of my life and beyond :p

what shall I tell them as I do not fully understand the problem.
Can you see the sites still?

[Marc J]

what shall I tell them as I do not fully understand the problem.

Tell them to fix their network. You don't have to understand the problem...that's their job!


Can you see the sites still?

I don't think Vectis ever saw them, and still can't.

[yourdj]

Ok made the complaint to them see what they say:


I have had a few people check it out my issue with clients not being able to see my websites (and only my websites) and looked up allot of trace routes.

I have one here which suggests it may be something like a misconfigured name server from Talk talk.

It is basically going through all the motions and then stopping at the othellotech bit.



traceroute to yourdj.co.uk (83.243.102.131), 64 hops max, 52 byte packets
1 speedtouch (162.61.60.1) 46.405 ms 96.975 ms 99.990 ms
2 78.146.0.1 (78.146.0.1) 28.201 ms 27.295 ms 27.554 ms
3 host-78-151-225-209.static.as13285.net (78.151.225.209) 30.543 ms 31.129 ms 30.830 ms
4 host-78-151-225-204.static.as13285.net (78.151.225.204) 33.185 ms 32.717 ms 31.774 ms
5 xe-11-2-0-rt001.the.as13285.net (62.24.240.13) 33.463 ms 32.641 ms 33.312 ms
6 host-78-144-0-146.as13285.net (78.144.0.146) 34.693 ms
xe-11-2-0-rt001.the.as13285.net (62.24.240.13) 34.138 ms 32.901 ms
7 host-78-144-0-197.as13285.net (78.144.0.197) 34.675 ms
host-78-144-0-204.as13285.net (78.144.0.204) 34.196 ms
host-78-144-0-146.as13285.net (78.144.0.146) 34.151 ms
8 host-78-144-0-204.as13285.net (78.144.0.204) 32.826 ms
xe-11-3-0-scr010.thn.as13285.net (78.144.0.119) 34.334 ms
host-78-144-0-204.as13285.net (78.144.0.204) 34.197 ms
9 ge5-1-cr0.thn.uk.as6908.net (78.144.3.14) 35.546 ms 34.100 ms 33.322 ms
10 downstream2.as29527.net (80.82.140.50) 34.745 ms
transit1.as29527.net (80.82.140.41) 34.061 ms 34.253 ms
11 unassigned.othellotech.net (80.82.141.210) 34.710 ms
downstream2.as29527.net (80.82.140.50) 34.188 ms
unassigned.othellotech.net (80.82.141.210) 34.026 ms
12 unassigned.othellotech.net (80.82.141.210) 34.318 ms * 34.613 ms
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *



It could also be a routing issue from certain ISPs to you, which would cause it to die on a regular basis.

Or a problem with nameservers or DNS at your end.


I still cannot see it being a freak that every site seems to be OK apart from mine.



Thanks very much

[Marc J]

I admire your patience....you've given them 5 days more than I would have!

[yourdj]

They do know what they are on about and have never let me down. Not quite sure what they are talking about however :D

Reply:


All traceroutes will stop at exactly the same portion as ICMP is blocked by the Intrusion Detection System.
If your clients are able to start a traceroute, then this eradicates DNS issues - it has already been resolved.
Each time you have raised this issue we have checked both the hosting server and connectivity to the appropriate ISP, and have found zero faults with elements of the path that we can control.

Based on the above provided traceroute, your customer has severe issues with their setup.
The first reported hop (162.61.60.1) belongs to an organisation in the US, not their ISP.


-

[Vectis]

Well I can assure you there's nothing wrong at my end despite the red herring offered by Othello (as the local IP range I use behind my NAT does indeed belong to a "US Organisation", that is correct and is also totally irrelevant to this issue).

I'm afraid I can't offer any more help Toby. I'm just one of several who have issues accessing your sites. You've previously mentioned changing host; sounds like a plan to me. :beer1:

[yourdj]

Well I can assure you there's nothing wrong at my end despite the red herring offered by Othello (as the local IP range I use behind my NAT does indeed belong to a "US Organisation", that is correct and is also totally irrelevant to this issue).

I'm afraid I can't offer any more help Toby. I'm just one of several who have issues accessing your sites. You've previously mentioned changing host; sounds like a plan to me. :beer1:

Any recommendations then :) I need a dedicated business plan that has a proven track record.

[Marc J]

Any recommendations then :) I need a dedicated business plan that has a proven track record.

Forum rules prevent me from recommending myself....so I recommend Vectis :D

[Vectis]

Forum rules prevent me from recommending myself....so I recommend Vectis :D

Vectis doesn't offer hosting as a standalone service; therefore I'd recommend Marc J :beer1:

[discomobiledj]

I'd recommend Alex. Absolute star and also seems to be awake 24 hours a day!

[Excalibur]

Forum rules prevent me from recommending myself....so I recommend Vectis :D


Vectis doesn't offer hosting as a standalone service; therefore I'd recommend Marc J :beer1:

Nice work lads. ;) :D Sceptical souls might suspect some form of collusion, but I'll settle for altruism. Or symbiosis.