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scotty501
Aspiring Contributor
537 Views
Message 1 of 30

BT Customers cannot access my website

Recently BT broadband customers could not access a website www.castlehillquilters.org.uk When I get them to use cellular connection or if they go to a non BT ISP they can access the website fine.

If I perform a tracert the traffic never hits the server, it fails at BT.  Anyone help or point me in the right direction?  There are other websites on the same server (so same IP) that work OK. 

Interestingly, I could not register on these boards as no email to confirm my account would be received until I used an email account which is not on the same server.  Suggestion some kind of comms issue between BT and the server perhaps.

29 REPLIES 29
Addy
Aspiring Expert
532 Views
Message 2 of 30

Re: BT Customers cannot access my website

If I click on your link I get a “The URL cannot be shown” error. This seems to be because the link has extra text at the end http://www.castlehillquilters.org.uk%A0. If I delete the %AO your page opens without any problem. Not sure if this is the problem.

Ade

scotty501
Aspiring Contributor
522 Views
Message 3 of 30

Re: BT Customers cannot access my website

Not sure where that extra suffix comes from. It seems to be hit and miss. I was able to access it after you posted but now I cannot. 

Below is my tracert- it’s fails to leave BT’s network to reach the server. 

traceroute to castlehillquilters.org.uk, 20 hops max
1  192.168.1.254 (192.168.1.254)  9.218 ms
2  *  *  ()  0.000 ms
3  *  *  ()  0.000 ms
4  31.55.186.188 (31.55.186.188)  117.328 ms
5  195.99.127.104 (195.99.127.104)  15.947 ms
6  194.72.16.94 (194.72.16.94)  18.365 ms
7  peer-08-linx.thn.v4.custdc.net(195.66.224.139)  18.035 ms
8  rtr-152.cdc.custdc.net(109.74.255.242)  19.816 ms
9  *  *  ()  0.000 ms
10  *  *  ()  0.000 ms
11  *  *  ()  0.000 ms
12  *  *  ()  0.000 ms
13  *  *  ()  0.000 ms
14  *  *  ()  0.000 ms
15  *  *  ()  0.000 ms
16  *  *  ()  0.000 ms
17  *  *  ()  0.000 ms
18  *  *  ()  0.000 ms
19  *  *  ()  0.000 ms
20  *  *  ()  0.000 ms

-Richie-
Expert
485 Views
Message 4 of 30

Re: BT Customers cannot access my website

Works fine for me on my BT broadband.

Distinguished Guru
471 Views
Message 5 of 30

Re: BT Customers cannot access my website

The site is unavailable for me (FTTC connection).

If I change to google DNS, then it's accessible.

Sounds like a similar issue to https://community.bt.com/t5/Home-setup-Wi-Fi-network/Potentially-Blocked-site/m-p/1935130

scotty501
Aspiring Contributor
465 Views
Message 6 of 30

Re: BT Customers cannot access my website

It is very odd.  I was checking again this morning and suddenly I could access it, and the tracert was working too - so all seemed well.  See below.  So what has changed??  DNS issues at BT perhaps that was resolved based on my post here last night?  I very much doubt it is that!  However, it has now been resolving for a couple of hours each time I have tested it.

But now @Andy_N  cannot access it, which makes me question if it is indeed "fixed".  As I say other websites on the server worked with no issues.  See traceroute below.

Tracing route to castlehillquilters.org.uk [109.73.171.178]
over a maximum of 30 hops:

1 7 ms 4 ms 3 ms 192.168.1.254
2 * * * Request timed out.
3 * * * Request timed out.
4 21 ms 21 ms 23 ms 31.55.186.188
5 18 ms 21 ms 20 ms 195.99.127.108
6 18 ms 18 ms 28 ms peer3-et-7-0-3.redbus.ukcore.bt.net [62.172.103.250]
7 34 ms 20 ms 18 ms peer-08-linx.thn.v4.custdc.net [195.66.224.139]
8 26 ms 19 ms 19 ms rtr-152.cdc.custdc.net [109.74.255.242]
9 * * * Request timed out.
10 20 ms 19 ms 22 ms primary.ukushosting.com [109.73.171.178]

 

 

-Richie-
Expert
450 Views
Message 7 of 30

Re: BT Customers cannot access my website


@scotty501wrote:

But now @Andy_N  cannot access it, which makes me question if it is indeed "fixed".  As I say other websites on the server worked with no issues.


Neither can I now, yet it worked fine less than 30 minutes ago.

Tracing route to castlehillquilters.org.uk [92.242.132.15]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms bthub [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 13 ms 13 ms 12 ms 31.55.185.176
5 13 ms 12 ms 12 ms core1-hu0-12-0-3.colindale.ukcore.bt.net [195.99.127.216]
6 13 ms 13 ms 13 ms core3-hu0-14-0-7.faraday.ukcore.bt.net [195.99.127.64]
7 13 ms 12 ms 12 ms 213.137.183.34
8 13 ms 12 ms 12 ms ldn-b9-link.telia.net [213.248.97.50]
9 15 ms 29 ms 26 ms ldn-bb4-link.telia.net [62.115.116.240]
10 39 ms 12 ms 13 ms ldn-b7-link.telia.net [62.115.138.155]
11 15 ms 14 ms 15 ms catalyst2-ic-342248-ldn-b7.c.telia.net [62.115.171.151]
12 13 ms 13 ms 12 ms 84.18.192.138
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 * * 13 ms unallocated.barefruit.co.uk [92.242.132.15]

Trace complete.

scotty501
Aspiring Contributor
447 Views
Message 8 of 30

Re: BT Customers cannot access my website

So very odd - yet I can now access it and tracert to it too,

Any suggestion if there is an escalation path within BT???

It certainly fail at the BT servers, for me and you guys above who have run a traceroute.

Correction - now I CANNOT access it anymore.

scotty501
Aspiring Contributor
433 Views
Message 9 of 30

Re: BT Customers cannot access my website

Other websites on the same server seem fine by the way.

-Richie-
Expert
418 Views
Message 10 of 30

Re: BT Customers cannot access my website

and now it works again, I doubt it's DNS related as DNS changes have to propagate, It sounds like a routing issue or server fault.
Your hosting company should be investigating, ask them to contact the data center as there will be peering/transit agreeements in place, ask them to check the server as well, it might be just your server or it could be the entire rack.