cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Contributor
1,984 Views
Message 1 of 29

Massive problems accessing Google websites

Sinc earlier this afternoon I have been having huge problems accessing various Google websites (Search, Youtube, Blog etc..)

 

Sometimes they work, and other times they time out. I ran a few traceroutes and got the following:

 

Tracing route to www.google.com [31.55.163.152]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 6 ms 6 ms 6 ms 217.32.147.103
3 10 ms 11 ms 6 ms 217.32.147.142
4 10 ms 9 ms 10 ms 212.140.206.82
5 10 ms 10 ms 10 ms 217.41.169.217
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * ^C

 

Then..

 

1 1 ms 1 ms 1 ms 192.168.0.1
2 6 ms 6 ms 6 ms 217.32.147.103
3 20 ms 23 ms 22 ms 217.32.147.142
4 14 ms 22 ms 19 ms 212.140.206.90
5 12 ms 12 ms 13 ms 217.41.169.219
6 10 ms 10 ms 12 ms 217.41.169.109
7 10 ms 9 ms 10 ms 31.55.163.13
8 10 ms 10 ms 10 ms 31.55.163.185

 

Then..

 

1 1 ms 1 ms 1 ms 192.168.0.1
2 6 ms 6 ms 5 ms 217.32.147.103
3 6 ms 6 ms 6 ms 217.32.147.126
4 10 ms 10 ms 10 ms 212.140.206.98
5 10 ms 10 ms 9 ms 217.41.169.219
6 10 ms 10 ms 10 ms 217.41.169.109
7 10 ms 10 ms 10 ms 31.55.163.21
8 10 ms 10 ms 11 ms 31.55.163.213

 

Finally..

 

1 1 ms 1 ms 1 ms 192.168.0.1
2 6 ms 6 ms 6 ms 217.32.147.103
3 6 ms 6 ms 6 ms 217.32.147.126
4 10 ms 10 ms 10 ms 212.140.206.98
5 10 ms 11 ms 10 ms 217.41.169.219
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * ^C

 

 

Looks like routing problems in BT's network.

 

Obviously this also causes loads of issues with many websites due to Analytics not loading.

28 REPLIES 28
Highlighted
Newbie
1,961 Views
Message 2 of 29

Re: Massive problems accessing Google websites

Hi there,

 

I have the exact same problem since this morning. It makes it impossible to connect to Google, YouTube, Google Finance, Google Maps, etc.

 

I have filed incident reports and been on the phone for 2.5 hrs today with 3 different BT callcenters and helpdesks in the UK and India. Every BT representative has refused to escalate the problem because "if it's only Google that is affected, then it's not a BT problem."

 

I am based in Kingston, where are you based? (to see if it's a local problem)

 

Here is my example of a broken traceroute:

 

Tracing route to www.google.co.uk [31.55.163.152]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BTHUB4 [192.168.1.1]
2 14 ms 7 ms 11 ms 172.16.14.6
3 * 11 ms 12 ms 213.120.158.174
4 6 ms 6 ms 6 ms 213.120.158.173
5 10 ms 10 ms 10 ms 212.140.206.82
6 10 ms 11 ms 10 ms 217.41.169.201
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.

 

JK

0 Ratings
Highlighted
Newbie
1,957 Views
Message 3 of 29

Re: Massive problems accessing Google websites

I have filed another incident report with BT and referred to this thread.

 

I have also called BT Infinity Technical Support and urged them to escalate the issue again on the basis that I'm not a crazy person for saying that BT has intermittent routing problems to Google.

 

They seemed to take it more seriously and will call me back later today to confirm if the problem is still happening.

 

Here are the phone numbers I have collected in my struggle today:

 

BT Infinity Tech Support (India):  08001114567

BT Tech Help (India): 08007830089

BT Customer Options (?) (UK): 0800800030

 

If the problem is still here tomorrow, I plan to escalate the issue to the Executive Customer Support.

 

Thanks,

 

JK

0 Ratings
Contributor
1,944 Views
Message 4 of 29

Re: Massive problems accessing Google websites

I'm in Staines, so quite close. Could be local, I usually hit routers in Ealing.

Highlighted
Newbie
1,914 Views
Message 5 of 29

Re: Massive problems accessing Google websites

It looks like a forum moderator has silently moved the thread from "BB Speed/Connection Issues" into "Other BB Queries".

 

I guess I will be contacting Customer Support again tomorrow.

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
1,901 Views
Message 6 of 29

Re: Massive problems accessing Google websites

It quite possible a fault with one of the links going into one of the UK datacentres run by Google, which are carried by the BT 21CN network.

The IP addresses begin with 31.55.xxx.xxx and it seems to be the final hop at 217.41.169.109 or 217.41.169.219, which seems to fail.

 

I have asked a moderator to provide assistance. They will post an invite on this thread, giving you a link, so you can contact them.

Highlighted
Moderator
Moderator
1,878 Views
Message 7 of 29

Re: Massive problems accessing Google websites

Hi MCL and jkfly

 

Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll get this looked into. You can find the link by clicking on my username.

Thanks

Neil

Highlighted
Newbie
1,860 Views
Message 8 of 29

Re: Massive problems accessing Google websites

I don't see any "'about me' section" nor a "'contact the mods'" link, but I would like to report that I am having a similar issue, which is causing about 30% or more of the youtube videos I attempt to watch not to load. I assume this is the same fault as a bunch of people over at the youtube subreddit who are on BT are complaining about the same issue.
Highlighted
Newbie
1,848 Views
Message 9 of 29

Re: Massive problems accessing Google websites

I'm having the same issues, and like fizzee i also don't see a link for 'contact the mods'.  I also can't watch YT videos, at least most of the time. It's only been like it this evening.  I also have intermittent problems loading google.  I did a tracerouter and, like the others saw a problem in the last jump.  I'm in South West London, nr Richmond.

Thanks

 

Highlighted
Newbie
1,771 Views
Message 10 of 29

Re: Massive problems accessing Google websites

Thanks, NeilO. I have sent my details using the 'contact the mods' link.

 

Here is the Reddit thread with many other BT customers experiencing the same problem:

http://www.reddit.com/r/youtube/comments/1m703c/major_issues_with_youtube/