Is it me or the server? - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**petedaines** · #1 (**permalink**) 22-03-2008, 11:12

Hi,
I am a reseller on Sutherland (infernoweb.org is my primary domain).
I am having problems constantly with my domains/websites on the server - every 2 minutes or so, I get a "took too long to respond error" in firefox, and my email won't send/recieve. I am assuming that it is something to do with my ISP as there are no other posts on here about it, but when talking to a live support person, they did say there was something wrong (not what it was though!)

Anybody got any ideas? I also tried it once on a 3rd party proxy (dtunnel.com) and it didn't work there either.

Thanks!
Pete

_____________________
Peter Daines
The Inferno Group

Sites on EUKHOST:
infernoweb.org
infernogroup.org.uk
infernoradio.co.uk
saintsgym.com
jail-house.com

**eUKhost.com** · #2 (**permalink**) 22-03-2008, 13:17

Hello Pete,

Please let me know if you have opened a ticket so far, If not then I will request one of our System Admins to answer this thread and let you know if there's anything wrong with Sutherland.

**petedaines** · #3 (**permalink**) 22-03-2008, 13:24

Hi,
I haven't opened a ticket yet. I was going to do so later on if I didn't get a reply on here.
Like I say, not entirely sure if it is just my ISP (Tiscali) or not.

Thanks for the quick response - way faster than any of the other hosts I used to use!
Pete

_____________________
Peter Daines
The Inferno Group

Sites on EUKHOST:
infernoweb.org
infernogroup.org.uk
infernoradio.co.uk
saintsgym.com
jail-house.com

**eUKhost.com** · #4 (**permalink**) 22-03-2008, 21:52

There's absolutely nothing wrong on the server. I have checked Apache timeout settings and there's nothing wrong with Apache configuration.

I'm not sure why you are facing such problem, but if you send us traceroute report then we can figure out where your connection is giving problems.

**petedaines** · #5 (**permalink**) 22-03-2008, 21:59

I guessed that would be the case...
could you explain how to send traceroute report please?

Thanks

**AlexP** · #6 (**permalink**) 22-03-2008, 22:18

Steps to run the Traceroute command

For Windows:

1. Click Start and then Run
2. Type in "command" or "cmd" and press Enter
3. In the command window, type 'tracert www.yourdomainname.com ' > C:\tracert.txt' (without the quotes) and press the Enter key.

A file will be created on your C: drive called tracert.txt that contains your Traceroute information. Please be patient when waiting for the tracert command to complete, it may take several minutes. When you are returned to the command prompt, the trace is complete. Please then submit a ticket and attach the tracert.txt file to the ticket. This will allow us to analyze what is happening on your computers journey to our servers.

If you would like to analyze the results yourself, try our step-by-step explanation of the output produced by the tracert command below.

4. Type exit and press the Enter key to close the command window.

**desit** · #7 (**permalink**) 23-03-2008, 15:24

Hi,

Just wondered if you got any further with this as my ISP is also Tiscali and I'm having exactly the same problems.

Regards

Jason

**jc8654** · #8 (**permalink**) 24-03-2008, 02:20

One of my clients is also reporting a similar thing to my VPS. The tracert shows nothing out of the usual but he's getting timeouts when browsing and also having issues with ftp. I've checked settings at his end and the server and it doesn't seem to be either, hence the post.

**Mike_T** · #9 (**permalink**) 24-03-2008, 07:46

I'm also having very similar problems, have done since Friday. Timeouts when browsing and when using ftp. Things got very bad on Saturday, my sites became unusable (primary domain miketurner dot org dot uk, others include wittonalbion dot co dot uk, weaverhamcc dot co dot uk).
I contacted tech. support twice, both times problems were fixed in 10 mins or so but recurred within a few minutes of being fixed. At one point I was getting a mixture of timeouts, server not available ,and sql server not available on those sites which use mysql.
Things settled down Saturday evening enough to make the sites usable, but they are still giving fairly frequent timeout errors, although nothing like Saturday.

I can access other sites no problem, the only problems are with the sites hosted here, and other users of my sites have reported similar problems. Hope everything gets sorted, I'm expecting quite a bit of traffic on my football site this afternoon.

And just had a couple of timeouts while accessing this forum!

**desit** · #10 (**permalink**) 24-03-2008, 08:15

I still seem to be getting the problems also and when I tried to register on this forum yesterday it took quite a few attempts due to timeouts etc.

Regards

Jason

**jc8654** · #11 (**permalink**) 24-03-2008, 10:40

I personally (I'm not tech support) there's some kind of packet loss between Tiscali and the eUK data centre. If I remember rightly, I think Tiscali provide one of these. I'm going to talk to a senior admin and see what they think and then I'll post an update.

**desit** · #12 (**permalink**) 24-03-2008, 11:03

I've just been on to support and they recommended contacting Tiscali and getting then to 'whitelist the euk server in firewall/routers'?

It's not like I can't connect or ftp it's just very intermittent.

**jc8654** · #13 (**permalink**) 24-03-2008, 11:19

I've spoken to support and they are going to contact Tiscali. It seems to be a temporary network problem at their end.

I'm not sure how whitelisting would help generally as it seems to be a problem to many servers and I would guess even the whole datacentre.

I know Tiscali is running a reduced support team this weekend so I'm not sure how quickly they'll be able to act on and resolve this problem. I think the more people report it to them though the higher it will go up their priority list.

**eUKhost.com** · #14 (**permalink**) 24-03-2008, 20:38

Please copy / paste traceroute results and send it to sales[@]eukhost.com so that I can escalate it to our Network Admins.

Also download tcptraceroute software and install it on your local machine. Send me traceroute reports using following tcptraceroute software as well :-

http://www.goheer.com/products/tcptraceroute/

**jc8654** · #15 (**permalink**) 24-03-2008, 22:42

I've sent my client's traceroute in ticket #BGR-12426-24. I can't really get him to do the tcp trace but I hope that will help.

**petedaines** · #16 (**permalink**) 27-03-2008, 17:30

Hi everyone
Sorry I haven't replied recently.
Tiscali are a pain in the **** - hopefully this will get sorted soon!
Glad it isn't just me either...
Sent my trace route to support, they just said nothing wrong there. Obviously there is though!

Oh Well! Hopefully jc8654 you could update us if you get any replies from support? Would be great - a few of my clients are on tiscali and my inbox is full of "why isn't it working" type emails... as you could imagine.

Thanks
Pete

**jc8654** · #17 (**permalink**) 27-03-2008, 17:33

Tiscali turned round and basically went "You need to get your client to do this". I was like, but I've attached everything you need to isolate the issue so correlate it with other clients and was told "we can't do that...".

Perhaps someone from eUk would like to go across their and give them a few lessons in good technical support?

**petedaines** · #18 (**permalink**) 27-03-2008, 17:52

Quote:

Originally Posted by jc8654

Perhaps someone from eUk would like to go across their and give them a few lessons in good technical support?

Don't you just love tiscali? After 1 hr on the phone you get through to someone in india who can read a script just in english... and the email service is crap too!

You're right - get the legends in support from eUK down there! At least you speak to someone who can understand you, and who knows what they are talking about! and you get answered almost instantly, unheard of in any other web host!

I have now got onto Tiscali too, telling them to look at this thread to see the problems... Will keep you posted....!

Pete

**jc8654** · #19 (**permalink**) 27-03-2008, 17:55

I've been telling them there is a problem with intermittent connections to the BlueSquare Datacentre and providing the traceroute. If we all providing them with traceroutes etc. I would hope they'll be able to see the same hop in all of them which is causing the trouble.

Then again, that requires a brain.... I basically went in and said "I want to speak to a senior level technician" because I knew it would be above the heads of the monkeys which sit in their call centre.

**petedaines** · #20 (**permalink**) 27-03-2008, 18:03

Well said - I know what will happen - they will reply tomorrow and say that I need to contact euk - even though i said i already have etc etc.
I basically said that as a web designer it is pretty annoying to have all your websites and emails cutting out on you every 2 or 3 mins... and that if they can't or won't fix it we will probably move broadband.