Kettlewell Colours website intermittently slow or not accessible over BT broadband connections

[ws-markb]

Hi,

We are getting a lot of reports from customers that https://www.kettlewellcolours.co.uk is intermittently extremely slow or inaccessible over BT broadband connections, and has been for at least a week now.

This is seemingly random, i.e. some people can connect fine for a period of time and then can't, and then some can again—while some can never connect at all.

It looks like everyone reporting issues is a BT broadband customer, and everyone else is able to browse and use the site with no problems at all. We have also asked some customers to try over their (non-BT) mobile data connections instead of their broadband, and they were then able to access the site without issues.

So this "randomness" seems to strongly indicate an issue with routing or DNS (or both) on the part of BT. 

The site is hosted behind Cloudflare, which means that requests might be routed to one of three IP addresses; it almost seems like BT has a bad route to one or two of them cached somehow, and when a customer gets routed through those, these problems arise. However, I am not a network engineer so I fully admit my low-level networking knowledge is extremely basic!

I realise that this is a community forum and not directly connected to BT, but while searching for answers on this I found a number of other threads which describe almost identical issues (e.g. this one), which were either resolved or escalated by community members or moderators (e.g. @NeilO , @JohnC2 ).

Can anyone please help, or point me in the right direction to escalate this? Any assistance would be greatly appreciated!

Thanks,
Mark

[ws-markb]

Sorry, I forgot to add: here are some traceroutes from an affected computer, in case it helps:

traceroute: Warning: kettlewellcolours.co.uk has multiple addresses; using 104.26.2.171
traceroute to kettlewellcolours.co.uk (104.26.2.171), 64 hops max, 52 byte packets
1 192.168.1.254 (192.168.1.254) 2.570 ms 5.073 ms 3.411 ms
2 * * *
3 * * *
4 31.55.187.188 (31.55.187.188) 23.319 ms
31.55.187.176 (31.55.187.176) 12.006 ms 11.942 ms
5 core1-hu0-2-0-5.southbank.ukcore.bt.net (195.99.127.28) 11.102 ms
core1.hu0-16-0-7.southbank.ukcore.bt.net (213.121.192.90) 36.538 ms 10.144 ms
6 core5-hu0-7-0-26.faraday.ukcore.bt.net (195.99.127.32) 11.954 ms 175.050 ms
core6-hu0-3-0-26.faraday.ukcore.bt.net (109.159.252.142) 8.763 ms
7 transit1-xe-0-0-1.faraday.ukcore.bt.net (194.72.16.175) 11.659 ms
transit1-xe-0-0-0.faraday.ukcore.bt.net (194.72.16.173) 12.619 ms
transit1-xe-0-0-1.faraday.ukcore.bt.net (194.72.16.175) 29.417 ms
8 166-49-209-128.gia.bt.net (166.49.209.128) 14.906 ms
166-49-209-192.gia.bt.net (166.49.209.192) 14.108 ms 10.516 ms
9 t2c4-et-3-0-5-1.uk-lof.gia.bt.net (166.49.250.59) 13.071 ms
t2c4-et-3-1-2-1.uk-lof.gia.bt.net (166.49.250.33) 12.455 ms *
10 172.71.240.2 (172.71.240.2) 12.172 ms * *
11 104.26.2.171 (104.26.2.171) 105.479 ms 11.639 ms
172.70.87.2 (172.70.87.2) 11.446 ms

--------------------------------------------------------------------------------------------------

traceroute: Warning: kettlewellcolours.co.uk has multiple addresses; using 104.26.2.171
traceroute to kettlewellcolours.co.uk (104.26.2.171), 64 hops max, 52 byte packets
1 192.168.1.254 (192.168.1.254) 3.859 ms 4.070 ms 3.008 ms
2 * * *
3 * * *
4 31.55.187.188 (31.55.187.188) 14.497 ms 16.653 ms
31.55.187.176 (31.55.187.176) 335.430 ms
5 core2-hu0-17-0-1.southbank.ukcore.bt.net (195.99.127.188) 12.413 ms
host213-121-192-110.ukcore.bt.net (213.121.192.110) 143.238 ms
core2-hu0-8-0-5.southbank.ukcore.bt.net (195.99.127.186) 337.866 ms
6 core6-hu0-4-0-26.faraday.ukcore.bt.net (109.159.252.146) 14.971 ms
core6-hu0-3-0-26.faraday.ukcore.bt.net (109.159.252.142) 11.901 ms
core5-hu0-7-0-26.faraday.ukcore.bt.net (195.99.127.32) 11.651 ms
7 transit1-xe-0-0-0.faraday.ukcore.bt.net (194.72.16.173) 8.579 ms 10.747 ms 11.148 ms
8 166-49-209-128.gia.bt.net (166.49.209.128) 14.279 ms
166-49-209-192.gia.bt.net (166.49.209.192) 10.133 ms 10.938 ms
9 t2c4-et-3-0-2-1.uk-lof.gia.bt.net (166.49.250.53) 9.766 ms
t2c4-et-3-1-2-1.uk-lof.gia.bt.net (166.49.250.33) 10.027 ms *
10 172.70.94.2 (172.70.94.2) 254.292 ms *
linx-lon1.as13335.net (195.66.225.179) 414.041 ms
11 104.26.2.171 (104.26.2.171) 13.624 ms 11.773 ms
172.71.176.2 (172.71.176.2) 10.610 ms

--------------------------------------------------------------------------------------------------

traceroute: Warning: kettlewellcolours.co.uk has multiple addresses; using 172.67.68.194
traceroute to kettlewellcolours.co.uk (172.67.68.194), 64 hops max, 52 byte packets
1 192.168.1.254 (192.168.1.254) 3.473 ms 3.587 ms 2.267 ms
2 * * *
3 * * *
4 31.55.187.188 (31.55.187.188) 9.791 ms 10.413 ms 9.939 ms
5 213.121.192.134 (213.121.192.134) 8.956 ms
core2-hu0-8-0-1.southbank.ukcore.bt.net (195.99.127.184) 9.279 ms
host213-121-192-112.ukcore.bt.net (213.121.192.112) 8.845 ms
6 peer7-et-7-0-5.telehouse.ukcore.bt.net (62.172.103.166) 9.633 ms
peer8-et-0-1-7.telehouse.ukcore.bt.net (194.72.16.146) 9.028 ms
peer7-et-3-0-2.telehouse.ukcore.bt.net (109.159.252.180) 13.495 ms
7 transit1-xe-0-0-1.telehouse.ukcore.bt.net (194.72.16.179) 10.274 ms 9.342 ms
transit1-xe-000.telehouse.ukcore.bt.net (194.72.16.177) 11.739 ms
8 166-49-214-166.gia.bt.net (166.49.214.166) 9.834 ms
166-49-214-192.gia.bt.net (166.49.214.192) 11.925 ms 13.121 ms
9 t2c4-et-5-0-5.uk-lof.gia.bt.net (166.49.195.0) 9.687 ms
t2c4-et-4-0-2.uk-lof.gia.bt.net (166.49.195.113) 10.932 ms
t2c4-et-2-0-2-0.uk-lon1.gia.bt.net (166.49.164.119) 9.593 ms
10 t2c4-et-3-0-2-1.uk-lof.gia.bt.net (166.49.250.53) 9.833 ms
linx-lon1.as13335.net (195.66.225.179) 13.346 ms *
11 linx-lon1.as13335.net (195.66.225.179) 32.025 ms 33.780 ms
172.71.176.2 (172.71.176.2) 10.269 ms
12 172.67.68.194 (172.67.68.194) 11.418 ms
172.71.176.2 (172.71.176.2) 9.607 ms
141.101.71.2 (141.101.71.2) 11.870 ms