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

[mikeg]

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?

[craigski]

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?

[CarlH]

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.

[craigski]

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

[CarlH]

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

http://www.gradwellstatus.com 

Is now reporting an issue - after it works here?

[craigski]

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.

[mikeg]

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@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?

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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.

[Ian1974]

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

[Ian1974]

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