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Changing routing details to Domain

Who do I contact...?

10:29 am on Jan 10, 2006 (gmt 0)

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We are expereiencing a problem conecting to one of our website in the US (We are in the UK). The wesite is fine, its seems to be a routing problem.

traceroute to mywebsite.com (#*$!.xx.xxx.xx), 30 hops max, 38 byte packets
1 ( 0.561 ms 0.542 ms 0.917 ms
2 esr3.faraday2.broadband.bt.net ( 15.603 ms 10.417 ms 25.081 ms
3 ( 13.901 ms 9.776 ms 10.415 ms
4 ( 9.906 ms 9.756 ms 14.714 ms
5 londonc-tunnel-e0.ukcore.bt.net ( 10.391 ms 10.204 ms 10.881 ms
6 core1-pos14-1.ealing.ukcore.bt.net ( 11.905 ms 10.729 ms 10.427 ms
7 transit1-pos5-0.ealing.ukcore.bt.net ( 10.156 ms 11.049 ms 10.045 ms
8 t2c1-p8-0.uk-eal.eu.bt.net ( 10.616 ms 10.649 ms 10.187 ms
9 t2c2-p1-0.uk-lon1.eu.bt.net ( 11.112 ms 10.457 ms 10.530 ms
10 t2a1-ge7-1.uk-lon1.eu.bt.net ( 11.465 ms 10.779 ms 13.260 ms
11 166-49-211-34.eu.bt.net ( 13.814 ms 15.241 ms 20.090 ms
12 ldn-bb1-pos6-1-0.telia.net ( 20.366 ms 10.722 ms 12.012 ms
13 nyk-bb1-pos0-2-0.telia.net ( 80.376 ms 79.711 ms 79.566 ms
14 nyk-b1-link.telia.net ( 79.842 ms 86.117 ms 79.311 ms
15 pair-104956-nyk-b1.c.telia.net ( 93.673 ms 95.776 ms 94.038 ms
16 * * *
17 mywebsite (xxx.xx.xxx.xx) 93.483 ms 95.473 ms 95.623 ms

So far I've contacted my hosting company (Pair) to resolve this. They have indicated I should contact my ISP (BT) to change routing. Which I have. However, BT Broadband support is driving me up the wall with inane solutions. (Try restarting Windows, make sure you have no spyware...) DOes anyone know any technical contacts at either BT Broadband or Telia...?

A possible solution would be to move the website but we've built up a good relationship with our hosting company and leaving will be a major hassle. (All our other sites hosted there are routed fine...)

Many thanks if anyone can help...

1:50 pm on Jan 10, 2006 (gmt 0)

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WebmasterWorld Administrator webwork is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

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It has long been my understanding that routing is self-optimizing (automatically finding the most direct connections) and that significant disconnection/routing issues only arose when a major trunk was down (for an ISP/Host without redundant connections) OR, if by some unusual event multiple trunk lines were compromised.

Interesting to see what other illumination my be brought to your issue.

4:53 pm on Jan 10, 2006 (gmt 0)

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WebmasterWorld Senior Member jtara is a WebmasterWorld Top Contributor of All Time 10+ Year Member

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Don't call the people who handle end-user accounts. See if you can get a phone number for the "NOC". You might have to be creative to get the number.

The problem here is BT in it's role as backbone carrier, not in their role as ISP. They just happen to be both in this case. The backbone carrier might just as well have been MCI, etc.

The ISP people are just going to tell you to stand on your head and reboot.

If you can get ahold of somebody in the NOC (there is always somebody 24 hours) they want to hear about this kind of stuff.

That said, webwork is right. Not only is routing self-optimizing, should route-around problems automatically, but there also is human and automated monitoring going on. That's the NOC's job. But things do slip through the cracks.

So, if the problem persists, try to contact them.

11:17 am on Jan 11, 2006 (gmt 0)

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Ok -- am trying to dig up a phone number / email... Is there any central clearing for this kind of thing...?
10:38 am on Jan 12, 2006 (gmt 0)

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Everything seems to be fine now... Thanks for the help...!

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