Can't access my website using Virgin Media

GarethDW

GarethDW

GarethDW

Soldato
Joined
22 Jun 2006
Posts
2,971
Location
Swindon
I have my own domain that I've owned for a couple of years now, but recently I switched to a new hosting company. Earlier this week I updated the DNS records to point to the new hosting company's IP address, and it's working fine... except from my home connection using Virgin Media.

I thought it was just that their DNS servers were out of date and would eventually catch up with the rest of the world, so I tried accessing just via the IP address, but even that doesn't work.

I then tried to ping the IP (66.7.210.44) but that doesn't work either... but I'm not sure if the server does respond to pings or not, so then I tried a traceroute to the IP, and here's what I get:

Code: 
Tracing route to sh133.surpasshosting.com [66.7.210.44]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  DD-WRT [192.168.1.1]
  2    14 ms    13 ms    47 ms  [removed]
  3    12 ms    12 ms    16 ms  swin-t2cam1-a-ge94.inet.ntl.com [81.110.128.9]
  4    13 ms    20 ms    16 ms  brhm-t3core-1a-ge-015-0.inet.ntl.com [195.182.17
6.81]
  5    21 ms    17 ms    12 ms  bir-bb-a-so-020-0.inet.ntl.com [213.105.174.1]
  6    27 ms    36 ms    26 ms  man-bb-b-so-010-0.inet.ntl.com [62.253.185.134]

  7    21 ms    18 ms    21 ms  man-bb-a-ge-000-0.inet.ntl.com [62.253.187.177]

  8    36 ms    19 ms    27 ms  212.187.136.125
  9    43 ms    42 ms    33 ms  ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
 10    27 ms    39 ms    41 ms  ae-1-100.ebr2.London1.Level3.net [4.69.132.118]

 11   105 ms    98 ms   111 ms  ae-4.ebr1.NewYork1.Level3.net [4.69.132.109]
 12   101 ms   118 ms   104 ms  ae-81-81.csw3.NewYork1.Level3.net [4.69.134.74]

 13   103 ms   101 ms   104 ms  ae-84-84.ebr4.NewYork1.Level3.net [4.69.134.121]

 14   108 ms   109 ms   104 ms  ae-3.ebr4.Washington1.Level3.net [4.69.132.93]
 15   140 ms   102 ms   111 ms  ae-94-94.csw4.Washington1.Level3.net [4.69.134.1
90]
 16   106 ms   108 ms   110 ms  ae-91-91.ebr1.Washington1.Level3.net [4.69.134.1
41]
 17   118 ms   122 ms   110 ms  ae-2.ebr3.Atlanta2.Level3.net [4.69.132.85]
 18   128 ms   120 ms   114 ms  ae-68.ebr1.Atlanta2.Level3.net [4.69.134.49]
 19   123 ms   121 ms   123 ms  ae-6-6.car1.Orlando1.Level3.net [4.69.133.77]
 20   129 ms   130 ms   124 ms  WBS-CONNECT.car1.Orlando1.Level3.net [4.79.116.2
42]
 21   123 ms   132 ms   147 ms  72-29-88-34.static.dimenoc.com [72.29.88.34]
 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.
Am I likely to get any joy from reporting this to Virgin Media's tech support? I've not had good experiences with them in the past, and they now charge 25p p/minute which makes me wonder if it's even worth bothering with them.

Anyone got any suggestions?
 
It looks like your ip address / pool may be blocked? I can access the page without issue. You have basically answered your own question by doing a traceroute. Look where it all stops, it looks like your hosting company (Dimecnet) is the problem.
 
The traceroute follows the same route for me, but I can access the page. They're blocking ICMP, so the traceroute's mostly worthless.
 
if it was a problem with Virgin, why is the traffic getting as far as it does? Wouldn't it stop inside Virgins network?
 
Not necessarily. A traceroute isn't representative of what happens to traffic when you're trying to access a website.
I wouldn't be that surprised if it was VM's caching proxies. Again.
 
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