topic Re: BT customers can't access our websites (neither can we!) in Archive

BT customers can't access our websites (neither can we!)

mikeg — Wed, 07 Jan 2015 09:56:42 GMT

We have two websites hosted by Gradwell, www.bigolddoors.co.uk and www.bespokedoor.co.uk.

Over the last couple of days, customers have been calling to tell us that they can't access either site and the common denominator is that they are all using BT as their ISP. I know that this is the case because we're with BT and can't get to the sites either (or www.gradwell.com for that matter). I can access them perfectly well from home where I'm online through Demon Internet.

Trace route from our BT connection ends with "www.bigolddoors.co.uk [193.111.200.151] reports: Destination protocol unreachable." and the ICMP error message code is Type:3 (Destination unreachable), Code:3 (Destination port unreachable).

I have contacted tech support from both organisations but BT blame Gradwell and Gradwell blame BT.

Does anyone have any idea why this is happening please?

Re: BT customers can't access our websites (neither can we!)

markp — Wed, 07 Jan 2015 10:15:34 GMT

Hi mikeg,

I have ran a few checks on www.bigolddoors.co.uk on our test line, when I am using either BT DNS or google DNS I am not able to access the website. When I do a tracert on both sets of DNS I get this response:

14 25 ms 26 ms 26 ms gradwell-com-138.gw.hso-group.net [93.89.94.138]

15 26 ms 26 ms 26 ms 79.135.121.102
16 lon-web-test.gradwell.net [193.111.200.151] reports: Destination protocol
unreachable.

Trace complete.

it is failing outside the BT network and the issue is pointing to a routing issue on the gradwell servers.

Mark

Re: BT customers can't access our websites (neither can we!)

mikeg — Thu, 08 Jan 2015 10:10:56 GMT

Hi Mark,

Thanks for taking the time to reply.

I suspected the problem lay with Gradwell from the results of my (limited) test however they are adamant it's nothing to do with them. Time to try a new hosting company I think.

Kind regards,

Mike

Re: BT customers can't access our websites (neither can we!)

craigski — Fri, 16 Jan 2015 15:27:08 GMT

We are seeing same.

What I have found so far is it only seems to affect BT Retail Business customers, BT Retail resindetial seem OK.

I have tried from 5 different BT retail Business customers, all over the country, 100% of them can not access gradwell network.

Gradwell have told me it a BT issue.

The IP addresses that I have tried to access from are:

81.149.x.x

81.136.x.x

81.139.x.x

Could it be the SOME BT customers are ALL BT Retail Business customers with a specific IP allocation?

Have just tried from a BT Retail Residential and works fine from 86.155.x.x address, so it seems to only affect BT Retail bsuiness customers so far.

Re: BT customers can't access our websites (neither can we!)

Ian1974 — Fri, 16 Jan 2015 15:53:47 GMT

Hi Craigski,

We have tested this and are aware that there is an issue with viewing sites with Gradwell.

However A traceroute shows that the issue actually lies on the Gradwell network and is outwith our own Network.

Tracing route to xxxxxxxxx.com [195.74.61.93]

over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BTBusinessHub.home [192.168.1.254]

2 40 ms 41 ms 41 ms host81-148-96-1.in-addr.btopenworld.com [81.148.96.1]

3 41 ms 41 ms 41 ms 213.120.178.141

4 42 ms 41 ms 41 ms 213.120.177.98

5 41 ms 41 ms 41 ms 217.41.168.65

6 42 ms 42 ms 41 ms 217.41.168.107

7 42 ms 41 ms 41 ms acc1-te0-0-0-20.l-far.21cn-ipp.bt.net [109.159.249.92]

8 41 ms 42 ms 41 ms core3-te0-10-0-18.faraday.ukcore.bt.net [109.159.249.19]

9 42 ms 42 ms 41 ms host213-121-193-123.ukcore.bt.net [213.121.193.123]

10 42 ms 41 ms 42 ms 195.99.126.103

11 168 ms 48 ms 49 ms xe-3-4.core00.sov.uk.hso-group.net [46.17.60.173]

12 42 ms 42 ms 45 ms xe-4-2.core00.gs2.uk.hso-group.net [77.75.108.146]

13 42 ms 55 ms 42 ms xe-4-4.core00.the.uk.hso-group.net [77.75.108.130]

14 42 ms 42 ms 42 ms gradwell-com-138.gw.hso-group.net [93.89.94.138]

15 44 ms 42 ms 42 ms 79.135.121.103

16 v-web-php52.gradwell.com [195.74.61.93] reports: Destination protocol unreachable.

It is also possible that gradwell are blocking access to a range of IP addresses as well which would also cause this error.

There were issues earlier affecting a lot of customers unable to view websites in general which was an issue on our side, it is just unfortuante that the Gradwell issue came to light during this.

I have also had word from Gradwell who are looking into the issue.

Kind Regards,

Ian - F -

BT Business Domains

Re: BT customers can't access our websites (neither can we!)

craigski — Fri, 16 Jan 2015 15:54:04 GMT

Hi Ian, thanks for the update. I have just been on phone again to Gradwell, they are still saying its a BT issue, as it only affects BT networks.

Im stuck between a rock and a hard place here.

Re: BT customers can't access our websites (neither can we!)

Ian1974 — Fri, 16 Jan 2015 16:16:24 GMT

Hi Craigski,

Sorry to hear that.

I am unsure why Gradwell are blaming BT as I would be very surprised if this was a BT issue.

Also Gradwell do appear to be upgrading their hosting servers over the weekend.

"Overview

Our engineers are carrying out an essential upgrade of our core routing infrastructure."

I am not saying this is the cause but it does point to the fact that they are aware of routing issues and are will be carrying out work on this (this is in relation to their hosting services as well).

I did test this on our side on a BT connection and our internal Network.

Bt connection no website - Ip address shown on trace - 195.74.61.93

Network (working website) - Ip address shown on trace - 195.74.61.93

Now if these IP addresses were different this would potentially point towards a routing issue on our side, also both traces showed the same hops etc.

The only thing that I can think of is that Gradwell are possibly blocking a certain range of IP addresses.

I have asked a colleauge to see if there are any more reports.

Thanks,

Ian -- F --

Re: BT customers can't access our websites (neither can we!)

craigski — Fri, 16 Jan 2015 16:21:54 GMT

There are some reports here, but were posted on residentail forum by mistake:

https://community.bt.com/t5/BT-Infinity-Speed-Connection/Routing-to-Gradwell-at-www-gradwell-com/m-p/1434390/highlight/false#M162828

Re: BT customers can't access our websites (neither can we!)

mikeg — Fri, 16 Jan 2015 16:36:57 GMT

@craigski wrote:

Gradwell have told me it a BT issue.

Mixed emotions here - I'm sorry to hear you are also experiencing problems but glad that it's not just us.

Ian sounds to have gone out of his way to try to solve the issue and has my thanks (although he was responding to your post). It's infuriating that Gradwell closed my support ticket by blaming BT and didn't even respond to my follow-up.

I would look on the Gradwell website for their current status but I can't even get there!

Re: BT customers can't access our websites (neither can we!)

craigski — Fri, 16 Jan 2015 16:46:18 GMT

I think there is confusion.

I have seen so far it only seems to affect BT Retail Business customers.

There may have been a separate related or unrelated issue earlier this week that BT / Gradwell think is solved.

Lets hope the admins on this forum can help 🙂

Re: BT customers can't access our websites (neither can we!)

craigski — Fri, 16 Jan 2015 16:49:15 GMT

Mike, out of interest, what is your public IP address, just post the first 2 numbers. Does it start with 81?

Ian what was the address you were using when you replicated issue, was it a 81.x.x.x address?

Re: BT customers can't access our websites (neither can we!)

CarlH — Fri, 16 Jan 2015 17:15:03 GMT

Its failing from 81.151 residential line here although some other BT connections as well.

Apart from specific range it seems a bit random but it does appear BT only.

Re: BT customers can't access our websites (neither can we!)

craigski — Fri, 16 Jan 2015 17:35:35 GMT

Here is a current list of BT networks unable to connect to Gradwell:

81.136.x.x
81.139.x.x
81.149.x.x
81.151.x.x

Re: BT customers can't access our websites (neither can we!)

CarlH — Fri, 16 Jan 2015 18:14:15 GMT

It is suddenly working, the main question who was at fault?

http://www.gradwellstatus.com

Is now reporting an issue - after it works here?

Re: BT customers can't access our websites (neither can we!)

craigski — Fri, 16 Jan 2015 18:31:55 GMT

Yes, it is now working again. I escalated @ Gradwell and they have now resolved the issue with access from some BT networks. I suggest if you are a Gradwell customer you request details from them as to what the problem was.

Re: BT customers can't access our websites (neither can we!)

mikeg — Fri, 16 Jan 2015 19:16:39 GMT

@craigski wrote:
Mike, out of interest, what is your public IP address, just post the first 2 numbers. Does it start with 81?

Ian what was the address you were using when you replicated issue, was it a 81.x.x.x address?

Sorry, I missed this reply (stuck in the spray booth!). Yup, 81.x.x.x

I don't think there was any confusion with my last reply. The tracetoutes everyone was posting were the same as the results I saw last week.

I note that access to Gradwell (and my sites) is now working. Interesting that the status page shows it as being an issue at 18:08 on 16th January. I wish they'd done something about it on Tuesday the 6th when I first reported it.

Re: BT customers can't access our websites (neither can we!)

Ian1974 — Mon, 19 Jan 2015 09:10:41 GMT

Hi Craigski,

The IP was 81.138.xxx.xxx.

I have spoken to my colleauges regarding this and judging by the pattern of the IP addresses that are unable to access the sites suggest that Gradwell were blocking a range of IP addresses.

Kind Regards,

Ian - F -

BT Business Support

Re: BT customers can't access our websites (neither can we!)

Ian1974 — Mon, 19 Jan 2015 09:13:43 GMT

Hi CarlH,

If your trace is failing from the 81.151 address, please can you contact our Residential desk via the following link.

Residential support

Kind Regards,

Ian - F -

BT Business Support