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    IP block or routing issue on Sky?

    This is a discussion on IP block or routing issue on Sky? within the Sky Broadband help forums, part of the Sky Broadband help and support category; I am not sure what is going on but I can ping your mail server using the full address, but ...

    1. #11
      Isitme's Avatar
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      Re: IP block or routing issue on Sky?

      I am not sure what is going on but I can ping your mail server using the full address, but not the address you have given me. Has the mail server address been changed in some way?
      This is my result
      C:\Windows\system32>ping www.mail.xxxxxxiss.co.uk

      Pinging www.mail.xxxxxiss.co.uk [92.60.102.197] with 32 bytes of data:
      Reply from 92.6x.1xx.197: bytes=32 time=52ms TTL=121
      Reply from 92.6x.1xx.197: bytes=32 time=51ms TTL=121
      Reply from 92.6x.1xx.197: bytes=32 time=50ms TTL=121
      Reply from 92.6x.1xx.197: bytes=32 time=51ms TTL=121

      Ping statistics for 92.6x.1xx.197:
      Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
      Approximate round trip times in milli-seconds:
      Minimum = 50ms, Maximum = 52ms, Average = 51ms

      C:\Windows\system32>
      You will see it resolves to a different address.

      TomD


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    3. #12
      MaxC's Avatar
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      Re: IP block or routing issue on Sky?

      Thats not our mail server drop the www. at the start thats going to our webserver. our mailserver is just mail.xxxxiss.co.uk

      Remember .197 is the web server .2 is mail/terminal which is the one they cannot get to. ones in eastbourne and one is in northhampton.

      - - - Updated - - -

      as per MX lookup:

      PREF HOSTNAME IP ADDRESS
      5 mail.xxxxxxiss.co.uk 87.x.1xx.2
      10 backup.xxxxxiss.co.uk 80.x.1x.113

      please note that the backup is actually a failover connection so wont be online to respond to anything.

    4. #13
      Isitme's Avatar
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      Re: IP block or routing issue on Sky?

      Yes you are correct, it resolves to the 87 address and times out.

      Hopefully your members can get a result from Sky. Tell them if they don't get any joy phoning to try the Help Request function on their MySky page if they have it available. It has not been rolled out to all yet but works very well when it is available.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    5. #14
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      Re: IP block or routing issue on Sky?

      Hi,

      I'm seeing the exact same problem - a number of Sky customers have reported problems accessing 87.83.164.34 since Monday night. Traceroutes show it failing somewhere on the Easynet network. Seems to be a routing issue.

      If I try to tracreroute out back to the Sky customers it seems to fail at 87-86-69-149.easynet.net [87.86.69.149] reports: Destination net unreachable.

      I've raised this with my ISP - Easynet.

      Unfortunately is can be very hard to get this sort of issue recongised by the ISPs.

      Tim

    6. #15
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      Re: IP block or routing issue on Sky?

      Well I have tried doing traceroute from our customers house and that goes from the router to the first point of sky then stops. Hence why I believe its a sky problem but its interesting that there are more easynet customers effected. One of our staff spent over an hour on the phone to Sky last night who troubleshooted their laptop and router and when they said your internet is working it must be there end blocking. I have spent over another hour on the phone today been cut of several times and also tried web chat and that got terminated while I was waiting to be transffered. In the end I spoke to a person who spoke to second level and said we are either blocking on a firewall this end or we havent enabled port forwarding (which we have and wouldn't explain not being able to ping - great second level expertise) but he has now raised a fault report going back to HQ and told us to wait for a call back with 24 hours.

      While I am waiting we have only troubleshooted from 1 connection as they are all the same I am going to see if I can get a remote session with one of the others and do a traceroute from there. If I see similar results from that I will get onto easynet right away.

    7. #16
      MaxC's Avatar
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      Re: IP block or routing issue on Sky?

      Ok well pending access to another sky connection I called up easynet and to my horror (I did not know their network is owned and controlled by Sky) they are fully aware of the problem and said the most probable cause is Sky made some changes to the network and always forget to add easynet customers into the config and this is quite common. I have registered a ticket and I will be given a call back on the next available update (they are chasing for another update in 20 minutes)

      I will post here when I get any updates.

      Also safe to say we will be leaving easynet in the near future.

    8. #17
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      Re: IP block or routing issue on Sky?

      Yes, dealing with consumer ISPs on issues like this is a nightmare - they are so used to dealing with numpty customers their entire focus is on problems at the customers end "try rebooting the modem". It just doesn't occur to them that the fault may lie on their network.

      In fairness I've found Easynet's business support good generally. It only took a couple of emails to get this issue escalated to their network people this morning. Although the wait to get it sorted is frustrating.

    9. #18
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      Re: IP block or routing issue on Sky?

      I agree easynet support is generally 'easy' excuse the pun but I am not happy knowing Sky are in control of the network nor is my boss. I am just on a support call with an end user then I will call Easynet again for an update.

    10. #19
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      Re: IP block or routing issue on Sky?

      I think you will find that although Sky owned Easynet at one time, they no longer do so. They bought the Easynet network in the early days of Sky broadband to help in establishing themselves as an ISP. They subsequently sold out to the Easynet management group backed by Llyods Bank. They are still responsible for running the Sky broadband network.
      Further info -
      About us

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    11. #20
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      Re: IP block or routing issue on Sky?

      It looks like this issue has been resolved in the last couple of minutes.

     

     
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