W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

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Bruce Evans
Posts: 41
Joined: Sat Jul 05, 2008 2:34 pm
Location: Perth

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Bruce Evans » Thu Jul 10, 2008 11:34 am

Hi,
I received the following email today from Belldirect regarding my inability to access their site since I was connected to Exetel's WA server.
(As you know, there was no problem when I was connected to Exetel's NSW server.)
Regards,
Bruce.

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


Hi Bruce,

Our ISP, Macquarie Telecommunications have reviewed the trace route
performed by Mr. Evans and have concluded that there appears to be an issue
on Exetel's network may have too many hops which is preventing him from
reaching our site.

Please contact your ISP regarding this issue.

Yours sincerely,

Jay Felipe

Broking Representative

<http://www.belldirect.com.au/> www.belldirect.com.au

P: 1300 786 199

F: 03 8663 2799

M: GPO Box 1630 Sydney NSW 2001

Email: support@belldirect.com.au

SmokeyWA
Posts: 10
Joined: Fri Sep 28, 2007 9:09 am
Location: Perth, WA

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by SmokeyWA » Mon Jul 14, 2008 9:44 pm

Another WA user in 58.96.113

I can NOT access the website, trace route times out at the same hop as the OP posted.

Hope this helps someone, PM if you need more details or want me to try different things.
Using a different IP address (company VPN) works for me just fine.

Cheers,
Harald

Bruce Evans
Posts: 41
Joined: Sat Jul 05, 2008 2:34 pm
Location: Perth

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Bruce Evans » Mon Jul 21, 2008 10:42 pm

Letter to Exetel Communication Pty Ltd:

Dear Sir,

Regarding the issue accessing belldirect.com.au

Ever since being migrated to your WA server I’ve not been able to access the above site, and according to the response in your forum, I’m not the only one who can’t access it.
I need to connect to this site for several hours every working day and although I could, of course, churn to a different ISP, I’m sure you must have a better solution than that. I can’t imagine you would suggest that everyone who can’t access a particular site should leave Exetel! I’ve always been, and still am very happy with Exetel in every other respect. I’ve even recommended friends to you in the past, although I couldn’t in all honesty do that at the moment, of course. I just wish you could resolve this issue.
It seems that any route other than the new one via your WA server works fine:
If I use an open proxy server it works fine except open proxies are very unreliable.
If I use a dial-up service (which I’ve been forced to subscribe to now) it works fine but it’s expensive as I have to divert all my incoming calls!
I have now been struggling with this problem for over one month and I think it should be considered more than reasonable for me to now ask you to do one of the following:
Either connect me back to your NSW server which always worked fine,
or provide me with a reliable proxy server (suitable for the above encrypted site),
or find some other temporary way to connect me to this site until the problem is resolved.
I’m still paying to be connected after all!

Regards,
Bruce.

NetworkAdmin
Exetel Staff
Posts: 559
Joined: Tue Jan 06, 2004 1:19 am
Contact:

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by NetworkAdmin » Mon Jul 21, 2008 10:50 pm

I can access that site from my Perth connection.

Can you please try a traceroute to the site, if you get as far as 210.193.200.222, then the problem is most likely a firewall on your equipment or the site you are trying to reach.

Bruce Evans
Posts: 41
Joined: Sat Jul 05, 2008 2:34 pm
Location: Perth

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Bruce Evans » Mon Jul 21, 2008 11:40 pm

Hi again,
I have performed a tracert many times now. I've even posted one on this thread (page 2).
You can see for yourself (again) that the site is never reached.
I've already tried lower MTU settings, no firewall, entire house phone-wiring disconnected except to the router, default router settings, etc, etc. The remote site, Belldirect, has even had their ISP working on the issue!
This is an email from them which I've already forwarded to you, and posted on this thread the best part of 2 weeks ago:
------------------
Hi Bruce,
Our ISP, Macquarie Telecommunications have reviewed the trace route performed by Mr. Evans and have concluded that there appears to be an issue on Exetel’s network may have too many hops which is preventing him from reaching our site.
Please contact your ISP regarding this issue.
Yours sincerely,
Jay Felipe
Broking Representative
www.belldirect.com.au
-------------------
I feel that we are now going round in circles.
Something needs to be done now to provide at least temporary connection!

Bruce.

howie
Posts: 10
Joined: Fri Feb 01, 2008 12:35 pm
Location: Mandurah, WA

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by howie » Tue Jul 22, 2008 10:21 pm

HI,

I have been having similar problems but with other websites. In particular www.pioneercomputers.com.au
I can access it through proxify, but not directly. I can access it from my bigpond wireless broadband.

howie
Posts: 10
Joined: Fri Feb 01, 2008 12:35 pm
Location: Mandurah, WA

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by howie » Tue Jul 22, 2008 10:25 pm

And I forgot to add, I'm in WA. I cant test belldirect.com.au at the moment because at the moment nothing is working properly...

Bruce Evans
Posts: 41
Joined: Sat Jul 05, 2008 2:34 pm
Location: Perth

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Bruce Evans » Wed Jul 23, 2008 12:00 am

Hi Howie,
Thamks for your post.
I've tried http://www.pioneercomputers.com.au and reached it okay.
I'll be interested in whether or not you, or anyone else, can access http://www.belldirect.com.au
Bruce.

howie
Posts: 10
Joined: Fri Feb 01, 2008 12:35 pm
Location: Mandurah, WA

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by howie » Wed Jul 23, 2008 10:26 am

Hi Bruce,

Tested today and I cannot access belldirect.com.au. I can however now access www.pioneercomputers.com.au. First time in a while that is working!

Let me know if you need me to verify anything else. I know how frustrating these problems can be.

Bruce Evans
Posts: 41
Joined: Sat Jul 05, 2008 2:34 pm
Location: Perth

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Bruce Evans » Wed Jul 23, 2008 7:05 pm

Dear Network Administrator,
In case what you wanted to see was a NEW tracert to belldirect I've posted one here.
It looks somewhat different from the ones performed weeks ago but they always seem to get timed-out immediately after a "gigabitethernet" hop, if that means anything.
I feel I should also remind you that after seeing the previous tracert, both Belldirect's ISP, Macquarie Telecommunications and one of your own staff members (post 7 in this thread) stated that there seems to be too many hops.
Macquarie Telecommunications said that could be causing the problem.
Can you please tell me whether you have investigated this possibility yet?
Bruce.
-------------------------------------------------------------------------------------
C:\Documents and Settings\Administrator>tracert http://www.belldirect.com.au

Tracing route to http://www.belldirect.com.au [202.164.26.80]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms home.gateway [192.168.1.254]
2 * 2119 ms 2378 ms 202.1.96.58.exetel.com.au [58.96.1.202]
3 2528 ms 2222 ms 2659 ms 17.4.96.58.exetel.com.au [58.96.4.17]
4 1649 ms 1768 ms 2315 ms 56.1.96.58.exetel.com.au [58.96.1.56]
5 * 2129 ms * 61.1.96.58.exetel.com.au [58.96.1.61]
6 1950 ms 2086 ms 2182 ms 58.96.4.1
7 1492 ms 2288 ms 1963 ms 10.0.1.1
8 * * 2684 ms 38.2.233.220.exetel.com.au [220.233.2.38]
9 1814 ms 2308 ms 2430 ms 359-ge-0-0-0.GW5.SYD2.ALTER.NET [203.166.92.57]

10 2381 ms 1755 ms 2420 ms 0.so-7-2-0.XT4.SYD2.ALTER.NET [210.80.33.193]
11 2292 ms 2918 ms 1974 ms 0.ge-7-0-0.BR3.SYD2.Alter.Net [210.80.34.54]
12 2237 ms 1947 ms 1858 ms gigabitEthernet0-3-1.bdr4.syd.connect.com.au [20
3.8.183.73]
13 2101 ms * 1987 ms so-3-1-0.cre1.syd.connect.com.au [202.10.4.91]
14 2382 ms 1085 ms 1016 ms as0.cre1.hay.connect.com.au [202.10.0.59]
15 1450 ms 1294 ms 1905 ms so-5-0-0.cre1.bur.connect.com.au [202.10.0.251]

16 2442 ms 2244 ms 2879 ms so-0-0-1.dst1.mel.connect.com.au [202.10.0.130]

17 2553 ms 1965 ms 1648 ms gigabitethernet0-2.cor10.mel.connect.com.au [203
.63.170.131]
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 2381 ms * 2291 ms 10.225.15.43
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Documents and Settings\Administrator>

howie
Posts: 10
Joined: Fri Feb 01, 2008 12:35 pm
Location: Mandurah, WA

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by howie » Wed Jul 23, 2008 7:33 pm

Hi,

Same tracert from me. But you got super high ping times!

C:\Users\ryan>tracert www.belldirect.com.au

Tracing route to www.belldirect.com.au [202.164.26.80]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms NB6W.home [192.168.2.1]
2 31 ms 31 ms 31 ms 201.1.96.58.exetel.com.au [58.96.1.201]
3 79 ms 80 ms 80 ms 17.4.96.58.exetel.com.au [58.96.4.17]
4 80 ms 81 ms 80 ms 56.1.96.58.exetel.com.au [58.96.1.56]
5 80 ms 82 ms 79 ms 61.1.96.58.exetel.com.au [58.96.1.61]
6 796 ms 82 ms 82 ms 1.4.96.58.exetel.com.au [58.96.4.1]
7 82 ms 81 ms 81 ms 10.0.1.1
8 82 ms 83 ms 83 ms 38.2.233.220.exetel.com.au [220.233.2.38]
9 82 ms 80 ms 81 ms 359-ge-0-0-0.GW5.SYD2.ALTER.NET [203.166.92.57]

10 81 ms 81 ms 81 ms 0.so-7-2-0.XT3.SYD2.ALTER.NET [210.80.33.189]
11 81 ms 80 ms 82 ms 0.ge-6-0-0.BR3.SYD2.Alter.Net [210.80.34.50]
12 83 ms 81 ms 82 ms gigabitEthernet0-3-1.bdr4.syd.connect.com.au [20
3.8.183.73]
13 81 ms 82 ms 82 ms so-4-1-0.cre1.hay.connect.com.au [202.10.4.93]
14 95 ms 96 ms 95 ms so-5-0-0.cre1.bur.connect.com.au [202.10.0.251]

15 95 ms 94 ms 96 ms so-0-0-1.dst1.mel.connect.com.au [202.10.0.130]

16 96 ms 96 ms 97 ms gigabitethernet0-1.cor10.mel.connect.com.au [203
.63.170.163]
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 97 ms 97 ms 97 ms 10.225.15.44
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\ryan>

Gidget
Volunteer Site Admin
Posts: 1822
Joined: Wed Jan 28, 2004 4:33 am
Location: Sydney

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Gidget » Wed Jul 23, 2008 7:55 pm

By way of comparison, here is my tracert from Sydney on a 58.96.x.x connection

Code: Select all

tracert www.belldirect.com.au

Tracing route to www.belldirect.com.au [202.164.26.80]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3    21 ms    20 ms    21 ms  252.0.233.220.exetel.com.au [220.233.0.252]
  4    22 ms    22 ms    21 ms  38.2.233.220.exetel.com.au [220.233.2.38]
  5    25 ms    22 ms    23 ms  359-ge-0-0-0.GW5.SYD2.ALTER.NET [203.166.92.57]

  6    23 ms    24 ms    22 ms  0.so-7-2-0.XT3.SYD2.ALTER.NET [210.80.33.189]
  7    22 ms    22 ms    22 ms  0.ge-6-0-0.BR3.SYD2.Alter.Net [210.80.34.50]
  8    23 ms    23 ms    21 ms  gigabitEthernet0-3-1.bdr4.syd.connect.com.au [203.8.183.73]
  9    22 ms    23 ms    20 ms  so-4-1-0.cre1.hay.connect.com.au [202.10.4.93]
 10    35 ms    35 ms    38 ms  so-5-0-0.cre1.bur.connect.com.au [202.10.0.251]

 11    35 ms    42 ms    36 ms  so-0-0-1.dst1.mel.connect.com.au [202.10.0.130]

 12    54 ms    39 ms    35 ms  gigabitethernet0-1.cor10.mel.connect.com.au [203.63.170.163]
 13    36 ms    35 ms    36 ms  DMAC142230-2.gw.connect.com.au [210.9.82.185]
 14    37 ms    34 ms    36 ms  210.193.200.222
 15     *        *        *     Request timed out.
 16    41 ms    38 ms    36 ms  10.225.15.44
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.
After my hop 12 (corresponding to your hop 16/17), I get two more hops than either of you. However, the time outs etc from my hops 15 to 30 correspond to yours, and these do not stop me browsing to the site.

I'll ask Network Admin to have another look, in case this comparison helps.

Gidget
Log a fault ticket here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

Bruce Evans
Posts: 41
Joined: Sat Jul 05, 2008 2:34 pm
Location: Perth

Re: Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Bruce Evans » Wed Jul 23, 2008 10:55 pm

Dear Gidget & Howie,
Thanks for your posts.
Comparing the trace routes is very interesting: The first few hops of the the tracerts that can't connect are all through 58.96.x.x routers but the working tracert seems to bypass these hops altogether despite having a 59.96.x.x IP address.
Before I was routed through these hops I could connect, too!
I look forward to hearing what Network admin. have to say about it.
Thanks also to Smokey. If you read this perhaps it might help if you would be kind enough to post your non-working tracert as well.
Regards,
Bruce.

JingW
Posts: 70
Joined: Wed Sep 19, 2007 3:40 pm

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by JingW » Tue Jul 29, 2008 9:18 am

from the trace ,we can see the customer IP range 58.96.112.0/21 is blocked by DMAC142230-2.gw.connect.com.au [210.9.82.185],
which belong to AAPT.

We have sent the request to them to open the filter.

Bruce Evans
Posts: 41
Joined: Sat Jul 05, 2008 2:34 pm
Location: Perth

Re: W.A. Users PLEASE HELP!... Can you access Belldirect.com.au?

Post by Bruce Evans » Tue Jul 29, 2008 1:26 pm

Hi Jing W,
Thanks for that, I hope it helps.
However, it's not only the 58.96.112.x range having the problem: I've also been moved to the 113, 114 & 120 ranges without success. Also a lower range, but I can't remember what that was.
Bruce.

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