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gigelus2k10
@mindspring.com

gigelus2k10

Anon

[Services] weird routing issue

Starting this morning, I cannot reach wikipedia.org (which I know is up). Other websites work fine (e.g. google).

Did run a tracert and it looks like two earthlink servers are misconfigured, passing the request to each other ad infinitum:

C:\>tracert wikipedia.org

Tracing route to wikipedia.org [208.80.152.2]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 12 ms 10 ms 11 ms user-11fa001.dsl.mindspring.com [66.x.x.x]
3 12 ms 11 ms 11 ms cor01-vl-10.ca-sanfranc0.ne.earthlink.net [209.165.103.33]
4 14 ms 11 ms 11 ms bor01-ge-1-2.ca-sanfranc0.ne.earthlink.net [209.165.103.1]
5 12 ms 11 ms 10 ms bor02-ge-6-1.ca-sanfranc0.ne.earthlink.net [209.165.103.18]
6 63 ms 61 ms 78 ms bor01-pos-4-0-0.il-chicago0.ne.earthlink.net [209.86.82.98]
7 59 ms 59 ms 59 ms bor02-pos-4-0-0.ca-sanfranc0.ne.earthlink.net [209.86.82.97]
8 110 ms 119 ms 108 ms bor01-pos-4-0-0.il-chicago0.ne.earthlink.net [209.86.82.98]
9 107 ms 107 ms 107 ms bor02-pos-4-0-0.ca-sanfranc0.ne.earthlink.net [209.86.82.97]
^C
C:\>

First level of liveperson support was useless: after "harry" uselessly poked around with the citrix tool, he just killed the session.

I have never seen either this kind of routing issue nor this kind of CS from earthlink.

reub2000
Premium Member
join:2001-12-28
Evanston, IL

2 edits

reub2000

Premium Member

Can't get to wikipedia either. I haven't been able to get to it since yesterday morning. FIX IT!

reub2000@reub2000-desktop:~$ tracepath en.wikipedia.org
1: reub2000-desktop 0.220ms pmtu 1500
1: 192.168.1.2 1.094ms
1: 192.168.1.2 1.163ms
2: 192.168.1.2 1.130ms pmtu 1492
2: user-11fag01.dsl.mindspring.com 38.829ms
3: 209.165.97.65 37.443ms
4: bor01-ge-1-1.il-chicago0.ne.earthlink.net 37.496ms asymm 3
5: bor02-pos-4-0-0.ca-sanfranc0.ne.earthlink.net 84.776ms asymm 4
6: bor01-pos-4-0-0.il-chicago0.ne.earthlink.net 86.967ms asymm 3
7: bor02-pos-4-0-0.ca-sanfranc0.ne.earthlink.net 132.918ms asymm 4
8: bor01-pos-4-0-0.il-chicago0.ne.earthlink.net 132.305ms asymm 3
9: bor02-pos-4-0-0.ca-sanfranc0.ne.earthlink.net 181.323ms asymm 4
10: bor01-pos-4-0-0.il-chicago0.ne.earthlink.net 181.447ms asymm 3
11: bor02-pos-4-0-0.ca-sanfranc0.ne.earthlink.net 229.137ms asymm 4
^C
reub2000@reub2000-desktop:~$

Artvark
@mindspring.com

Artvark to gigelus2k10

Anon

to gigelus2k10
I've been getting timeouts to certain sites too today which normally work fine. I wonder if it is the same issue.

Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium Member
join:2001-04-19
1970 442 W30

Doctor Olds to gigelus2k10

Premium Member

to gigelus2k10
That is a "Moved Permanently" Address:
quote:
Initiating server query ...
Looking up IP address for domain: wikipedia.org
The IP address for the domain is: 208.80.152.2
Connecting to the server on standard HTTP port: 80
[Connected] Requesting the server's default page.
The server returned the following response headers:
HTTP/1.0 301 Moved Permanently
Date: Sun, 22 Aug 2010 03:59:26 GMT
Server: Apache
Location: »www.wikipedia.org/
Content-Length: 233
Content-Type: text/html; charset=iso-8859-1
X-Cache: MISS from sq61.wikimedia.org
X-Cache-Lookup: MISS from sq61.wikimedia.org:3128
X-Cache: MISS from sq78.wikimedia.org
X-Cache-Lookup: MISS from sq78.wikimedia.org:80
Connection: close
Query complete.

C:\WINDOWS>tracert www.wikipedia.org

Tracing route to text.pmtpa.wikimedia.org [208.80.152.2]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 15 ms 13 ms 14 ms h-66-167-50-1.atlngahp.dynamic.covad.net [66.167.50.1]
3 14 ms 13 ms 12 ms 192.168.1.5
4 29 ms 27 ms 28 ms 67.100.37.3-ge5.1-atln-osr2-atlanta.covad.com [67.100.37.3 ]
5 28 ms 27 ms 28 ms 67.100.37.203-ge3.6-miat-osr2-miami.covad.com [67.100.37.2 03]
6 29 ms 28 ms 29 ms ip65-47-56-153.z56-47-65.customer.algx.net [65.47.56.153]
7 29 ms 28 ms 28 ms 216.156.15.21.ptr.us.xo.net [216.156.15.21]
8 29 ms 28 ms 28 ms vb1900.rar3.miami-fl.us.xo.net [216.156.0.225]
9 31 ms 28 ms 29 ms 207.88.14.58.ptr.us.xo.net [207.88.14.58]
10 37 ms 36 ms 36 ms w006.z207088246.xo.cnc.net [207.88.246.6]
11 38 ms 37 ms 37 ms rr.pmtpa.wikimedia.org [208.80.152.2]

Trace complete.

Then that (»www.wikipedia.org/ ) is a Language request page:




And when you select English it takes you here:

»en.wikipedia.org/wiki/Main_Page




Can you open either or both these links?

»www.wikipedia.org/

and

»en.wikipedia.org/wiki/Main_Page

reub2000
Premium Member
join:2001-12-28
Evanston, IL

reub2000

Premium Member

Neither address works.

Artvark
@mindspring.com

Artvark to Doctor Olds

Anon

to Doctor Olds
said by Doctor Olds:

Can you open either or both these links?

»www.wikipedia.org/

and

»en.wikipedia.org/wiki/Main_Page

I get the same timeout errors with both. I am also getting it a couple of other non-wikipedia related sites, but everything else seems to be fine.

gigelus2k10
@mindspring.com

gigelus2k10 to gigelus2k10

Anon

to gigelus2k10
Doc,

Neither address works through my earthlink DSL based connection. However, the website is just fine if I'm accessing it from my workplace's network.

When you tracert the website, you're routed through a totally different path; that's probably why it works for you...

The strange thing is that until Friday there was never an issue reaching wikipedia from home. Something happened with earthlink's servers and as of Saturday night it's still not been resolved.

gkc5431
@mindspring.com

gkc5431 to gigelus2k10

Anon

to gigelus2k10
I'm having the same issue--from none of my home computers can I get to wikipedia, which will become an issue when my daughter starts homework assignments.

Interestingly, my work uses an IPSEC tunnel with VPN, whatever that means (I understand the VPN part). When I use my work laptop and connect via VPN to my work's network, I can get to Wikipedia just fine from home, so this HAS to be an Earthlink issue, reinforced by the fact that other people are having the same problem. Has anybody contacted Earthlink regarding this? A couple of years ago my Earthlink connection went way south, with terrible speeds and line drops every few minutes. I spent hours with support trying to prove that this was the case, and then mysteriously a few days later everything was fine. I'm wondering if someone @ Earthlink is playing around with blocking lists or something, 'cuz there's no valid reason to be doing this.

Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium Member
join:2001-04-19
1970 442 W30

Doctor Olds to reub2000

Premium Member

to reub2000
said by reub2000:

Neither address works.
Looks to be a routing table that needs repair/updating as it is looping between two border routers and not making the next outbound hop toward the wikipedia server.

gigelus2k10
@mindspring.com

gigelus2k10 to gkc5431

Anon

to gkc5431
said by gkc5431 :

Has anybody contacted Earthlink regarding this? A couple of years ago my Earthlink connection went way south, with terrible speeds and line drops every few minutes. I spent hours with support trying to prove that this was the case, and then mysteriously a few days later everything was fine.
I tried working with them (via liveperson, went to someone in India, who abruptly cut me off - how rude!). I don't know how to escalate to an upper level; my hope is that someone knowledgeable from earthlink still reads these forums.

FWIW, the wikipedia link still does not work as of Sunday 9:30AM PDT.

gkc5431
@mindspring.com

gkc5431 to gigelus2k10

Anon

to gigelus2k10
I did a tracert as mentioned above, and it looks like Chicago and SF are playing a game of pong with each other (I'm dating myself here). I called earthlink support and was told that they're aware of the problem and asked me to send my tracert output to ramakrishna@hindujagsl.com, but the email keeps bouncing as well (hindujagsl.com links to an offshore IT support company, so at least that part of the address is correct). The support guy says it will be fixed in 24 hours--curious that this issue occurs only with Wikipedia as far as I can tell--is someone finding problems with other websites?

Artvark
@mindspring.com

Artvark

Anon

said by gkc5431 :

I did a tracert as mentioned above, and it looks like Chicago and SF are playing a game of pong with each other (I'm dating myself here). I called earthlink support and was told that they're aware of the problem and asked me to send my tracert output to ramakrishna@hindujagsl.com, but the email keeps bouncing as well (hindujagsl.com links to an offshore IT support company, so at least that part of the address is correct). The support guy says it will be fixed in 24 hours--curious that this issue occurs only with Wikipedia as far as I can tell--is someone finding problems with other websites?
Yes, the problem is appearing with a few other websites.

CptObvious42
@mindspring.com

CptObvious42 to gigelus2k10

Anon

to gigelus2k10
Those of you who are having trouble should do like I did and fire off an email to noc-escalate@corp.earthlink.net. This will, at least theoretically, get your problem escalated directly to their network operations center. I say 'theoretically', of course, because I emailed them about this Saturday 8/22 in the afternoon, got a reply around 3:15pm, and the issue has remained unfixed ever since. Perhaps if they get hit with enough customer complaints someone will actually put down the curry long enough to do their job for once.

You know, between this shit and Earthlink's constant DNS issues that force me to use someone else's DNS servers, and the outages...I'm tempted to just pack it in and sign up with someone else.

stuckinaloop
@mindspring.com

stuckinaloop to gigelus2k10

Anon

to gigelus2k10
I'm having the exact same problems. At least it's good to know that I'm not alone.

I tried earthlink's online chat and that was a dead end after 1 hour. I then called their support number, which was another dead end. All they do is go through the exact same basic troubleshooting tree (can you ping this address? can you disconnect all your equipment and see if that fixes it? oh, it works fine for me [connecting from India presumably] so there must be a problem with your computer...). Those first line support people have no real ability to understand the technical information given to them. This needs to be escalated so that someone that has a clue can trace it down.

gkc5431
@mindspring.com

gkc5431 to CptObvious42

Anon

to CptObvious42
Thanks for the email--I sent in and got a case number, whether anyone is paying attention or not. Ditto on re-considering my choice for ISP.

Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium Member
join:2001-04-19
1970 442 W30

Doctor Olds to gigelus2k10

Premium Member

to gigelus2k10
said by gigelus2k10 :

I tried working with them (via liveperson, went to someone in India, who abruptly cut me off - how rude!). I don't know how to escalate to an upper level; my hope is that someone knowledgeable from earthlink still reads these forums.
You must mean "Live Chat" which is never recommended to use as a support channel. It has been over 3 Years since EL abandoned all support in this Forum. No one is left.

»EarthLink DSL FAQ » Who are the Official Earthlink Techs that Post Here?

The best bet is to call their phone support and ask to go straight to Tier 2 or higher support (TRON aka Tier 3) as you have a unresolved routing issue (likely a corrupted routing table) on the Mindspring Legacy Network. I can't duplicate the issue using my EL/MS DSL as I'm on the Covad +IP network through Earthlink/Mindspring DSL, but I can see the problem does exist and I can duplicate it using net tools inbound to the affected border routers.

HTH

gigelus2k10
@mindspring.com

gigelus2k10

Anon

said by Doctor Olds:

You must mean "Live Chat" which is never recommended to use as a support channel. It has been over 3 Years since EL abandoned all support in this Forum. No one is left.

»EarthLink DSL FAQ » Who are the Official Earthlink Techs that Post Here?

The best bet is to call their phone support and ask to go straight to Tier 2 or higher support (TRON aka Tier 3) as you have a unresolved routing issue (likely a corrupted routing table) on the Mindspring Legacy Network.
Hello Doc,

Thank you for the information (yes, I meant live chat). I remember a few years ago when I first posted a help call on dslreports that earthlink people were reading these and jumped-in with solutions.

I also remember you too being very active in these forums. That's true longevity!

All the best,

Serban

Artvark
@mindspring.com

Artvark to CptObvious42

Anon

to CptObvious42
Thanks for the address Cpt. I also sent in a request. I'm also looking at alternative DSL providers here since the once stellar Earthlink seems to be going into the pit.

gigelus2k10
@mindspring.com

gigelus2k10 to gigelus2k10

Anon

to gigelus2k10
I just cajoled someone from their live chat and he coughed up a proxy server: kproxy.com

Using it, wikipedia can be reached albeit it's slower and I don;t know if there are security issues with using it.
dimesio
join:2010-08-23
Chicago, IL

dimesio to gigelus2k10

Member

to gigelus2k10
I'm having the exact same problem, and have made repeated calls to Earthlink about it since Friday. The first couple of times I called they brushed me off with "call back in four hours." The third time I refused to get off the phone until they opened a ticket and gave me the number.

I know that tech really did open a ticket because I got a follow-up call from another Earthlink tech last night about it. Unfortunately, she was completely clueless about the problem, and insisted I go through the same steps of booting into Windows (I normally use Linux, but that's way beyond them) and verifying that Internet Explorer couldn't access the site (Firefox, even in Windows, is apparently beyond their comprehension.)

Well, at least I know now it's not just me. And I can pass along a workaround that my daughter figured out: use a proxy. I've been using proxify.com, which is entirely web-based, so there's no need to change any system settings. (I did mention this to the tech who called last night, but I'm not sure she really knows what a proxy is.)

stuckinaloop
@mindspring.com

stuckinaloop to gigelus2k10

Anon

to gigelus2k10
It seems like they fixed it. At least it works for me now. Thanks have to go to everyone here for proving to Earthlink that I'm not just a noob that needs to learn how to correctly type a URL into a browser.
dimesio
join:2010-08-23
Chicago, IL

dimesio

Member

I just got home; it's working here, too. But email is back to timing out half the time when authenticating.

Coincidentally, right after I checked I got an automated phone call from Earthlink asking me to rate my recent experience with customer support. Needless to say, I rated them very low; there is no excuse for the runaround we were given.

DrStrange
Technically feasible
Premium Member
join:2001-07-23
Bristol, CT

1 edit

DrStrange

Premium Member

[OT] Re: [Services] weird routing issue

You're not the only on with the e-mail issue.

I've noticed my EL e-mails timing out at the SMTPAUTH server for the last several days. Occasionally, they've been timing out at the POP server as well.

[Oops... replied to this before figuring out it was OT... mods can do what they will]

sashwa
Mod
join:2001-01-29
Alcatraz

sashwa

Mod

20 lashes for ya.

stuckinaloop
@mindspring.com

stuckinaloop to dimesio

Anon

to dimesio

Re: [Services] weird routing issue

Yeah, now I've got email problems too. I have four email addresses at earthlink.net, and three of them won't connect. I've seen this before, but it never sunk in as a serious problem, since I rarely use the EL mail accounts - I mostly use my mac.com, gmail, or corporate accounts for all my mail. But seeing this happen right after the routing problems (for which I was effectively accused of being an idiot), seeing how many others are experiencing the same problems, and seeing how these situations are being handled, I'm losing faith in EL. I've been paying more to them when I could easily move to a local ISP that has great customer ratings, but I've kept them mainly because I've been with them for about eight years. I originally chose them because I wanted a nationwide service - back in the dial-up days I wanted to make sure I could connect from anywhere. But nowadays, temporary internet connections are easy to come by no matter where you are. I'm about ready to jump ship. They will have to do something real soon if they want to keep me as a customer.

Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium Member
join:2001-04-19
1970 442 W30

Doctor Olds

Premium Member

said by stuckinaloop :

Yeah, now I've got email problems too. I have four email addresses at earthlink.net, and three of them won't connect.
I have 4 @Earthlink and 4 @Mindspring email addresses and all of the Mindspring emails are working at this time and the issue is on the Earthlink servers at this time and they are timing out/not responding. Normally email on both Domain is up 99.5% of the time so I usually don't worry until the issue has been 4 or 5 days long.