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BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

4 edits

BHNtechXpert

Premium Member

Slow browsing or page cannot be displayed today? Here's why

I contacted the wizzards at BHN and this is what I know...

BHN is working on an issue at the moment affecting some users depending on destination and location (this is kind of fuzzy at the moment). The issue will manifest itself as slow browsing to some sites and/or page cannot be displayed errors.

Not every user is affected and not every destination is affected.

Have 3 tracerts or pathping to 3 destinations spread over 5 minute intervals. Once you have obtained this information call your local office and go ahead and get a tech booked. Be sure to tell the phone rep that you have the tracerts/pathpings and can send them if needed. Please no google or youtube pings. Other things should work fine.

Please be sure that you are speaking with your LOCAL roadrunner office only not the National Help Desk. Ask the agent prior to discussing the issue. Also be patient with the person you are speaking with they are there to help you and have been fielding these calls most of the morning...

Also the tech may or may not ask you for the tracerts so offer them and ask to have the situation "trended".

egyptlakeuse

Anon

Maybe some brighthouse user that is not having an issue can post a trace to 4.2.2.1 and see if it is using the same route as my trace.

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:

1 15 ms 23 ms 22 ms 1-96.26-24.tampabay.res.rr.com [24.26.96.1]
2 8 ms 12 ms 9 ms 65.32.26.86
3 * 12 ms 11 ms ge2-2-0.tampfledc-rtr3.tampflrdc.rr.com [65.32.1
3.62]
4 16 ms 15 ms 15 ms gigabitethernet8-0-111.hsa1.tmp1.bbnplanet.net [
63.208.3.1]
5 18 ms 19 ms 18 ms ae-0-11.bar2.Tampa1.Level3.net [4.69.137.110]
6 * * * Request timed out.
7 37 ms 37 ms 60 ms ae-71-71.csw2.Dallas1.Level3.net [4.69.151.137]

8 38 ms 50 ms 39 ms ae-21-70.car1.Dallas1.Level3.net [4.69.145.67]
9 38 ms 38 ms 37 ms vnsc-pri.sys.gtei.net [4.2.2.1]

Trace complete.
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

BHNtechXpert

Premium Member

deleted as duplicated below...
BHNtechXpert

BHNtechXpert

Premium Member

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 20 ms 22 ms 28 ms cpe-173-168-160-1.tampabay.res.rr.com [173.168.1
60.1]
3 12 ms 10 ms 12 ms gig12-0-0-2007.tampfledc-rtr2.tampflrdc.rr.com [
65.32.37.38]
4 12 ms 11 ms 13 ms gig3-0-0.tampfledc-rtr1.tampflrdc.rr.com [65.32.
13.45]
5 16 ms 14 ms 11 ms ge2-2-0.tampfledc-rtr3.tampflrdc.rr.com [65.32.1
3.62]
6 58 ms 57 ms 59 ms xe-8-2-0.bar1.Tampa1.Level3.net [4.53.172.9]
7 59 ms 58 ms 58 ms ae-0-11.bar2.Tampa1.Level3.net [4.69.137.110]
8 59 ms 57 ms 80 ms ae-12-12.ebr1.Dallas1.Level3.net [4.69.137.118]

9 59 ms 56 ms 57 ms ae-61-61.csw1.Dallas1.Level3.net [4.69.151.125]

10 59 ms 60 ms 62 ms ae-11-60.car1.Dallas1.Level3.net [4.69.145.3]
11 58 ms 61 ms 58 ms vnsc-pri.sys.gtei.net [4.2.2.1]

Trace complete.
sbiller1
join:2011-05-25
Tampa, FL

sbiller1

Member

My problem tracert from South Tampa.

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:

1 152 ms 10 ms 13 ms 1-2.26-24.tampabay.res.rr.com [24.26.2.1]
2 9 ms 8 ms 8 ms gig12-0-0-2035.tampfledc-rtr1.tampflrdc.rr.com [65.32.37.218]
3 12 ms 8 ms 8 ms ge2-2-0.tampfledc-rtr3.tampflrdc.rr.com [65.32.13.62]
4 * * * Request timed out.
5 16 ms 15 ms 15 ms ae-0-11.bar2.Tampa1.Level3.net [4.69.137.110]
6 * * * Request timed out.
7 * * * Request timed out.
8 37 ms 37 ms 37 ms ae-41-90.car1.Dallas1.Level3.net [4.69.145.195]
9 36 ms 37 ms * vnsc-pri.sys.gtei.net [4.2.2.1]
10 * * 37 ms vnsc-pri.sys.gtei.net [4.2.2.1]

Trace complete.
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

BHNtechXpert

Premium Member

Use pathping instead and post your results...

>pathping 4.2.2.1

egyptlakeuse

Anon

I removed hop 0. Looks like it only tested the IPs up to where it timed out.

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:
1 1-96.26-24.tampabay.res.rr.com [24.26.96.1]
2 65.32.26.86
3 ge2-2-0.tampfledc-rtr3.tampflrdc.rr.com [65.32.13.62]
4 xe-8-2-0.bar1.Tampa1.Level3.net [4.53.172.9]
5 ae-0-11.bar2.Tampa1.Level3.net [4.69.137.110]
6 * * *
Computing statistics for 125 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
1 10ms 0/ 100 = 0% 0/ 100 = 0% 1-96.26-24.tampabay.res.rr.com [24
.26.96.1]
0/ 100 = 0% |
2 11ms 0/ 100 = 0% 0/ 100 = 0% 65.32.26.86
27/ 100 = 27% |
3 13ms 39/ 100 = 39% 12/ 100 = 12% ge2-2-0.tampfledc-rtr3.tampflrdc.r
r.com [65.32.13.62]
0/ 100 = 0% |
4 20ms 27/ 100 = 27% 0/ 100 = 0% xe-8-2-0.bar1.Tampa1.Level3.net [4
.53.172.9]
6/ 100 = 6% |
5 21ms 33/ 100 = 33% 0/ 100 = 0% ae-0-11.bar2.Tampa1.Level3.net [4.
69.137.110]

Trace complete.
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

BHNtechXpert

Premium Member

Hmmm... interesting thanks...

You might try testing again just to see if thats a fluke. I know that test takes considerably longer than a tracert so my apologies in advance.

egyptlakeuse

Anon

I think it is just symptomatic of the packet loss...I tried it 5 times..sometimes it only gets to hop 3 before it starts computing statistics and sometimes to hop 5 or 6 but it eventually times out on one of the hops and then starts computing. I am running in to work but I will check later to see what the issue was. Thanks for your help.
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

BHNtechXpert

Premium Member

Anytime... I'm still waiting on an update. It's certainly an odd one given some of the results that I've seen from a couple of you. I'm still unable to duplicate even one of your situations here.
sbiller1
join:2011-05-25
Tampa, FL

sbiller1

Member

Windows PowerShell
Copyright (C) 2009 Microsoft Corporation. All rights reserved.

PS C:\Users\Sam> pathping 4.2.2.1

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:
0 HPD4100Y.tampabay.rr.com [192.168.0.189]
1 1-2.26-24.tampabay.res.rr.com [24.26.2.1]
2 gig12-0-0-2035.tampfledc-rtr1.tampflrdc.rr.com [65.32.37.218]
3 ge2-2-0.tampfledc-rtr3.tampflrdc.rr.com [65.32.13.62]
4 * * *
Computing statistics for 75 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 HPD4100Y.tampabay.rr.com [192.168.0.189]
0/ 100 = 0% |
1 7ms 0/ 100 = 0% 0/ 100 = 0% 1-2.26-24.tampabay.res.rr.com [24.26.2.1]
0/ 100 = 0% |
2 8ms 0/ 100 = 0% 0/ 100 = 0% gig12-0-0-2035.tampfledc-rtr1.tampflrdc.rr.com [65.32.37.218]
34/ 100 = 34% |
3 10ms 34/ 100 = 34% 0/ 100 = 0% ge2-2-0.tampfledc-rtr3.tampflrdc.rr.com [65.32.13.62]

Trace complete.
PS C:\Users\Sam>

egyptlakeusr
@myvzw.com

egyptlakeusr

Anon

I did get an alert from Brighthouse about fiber work with maintenance window for today. Maybe traffic was re-routed to a device that is getting hammered.
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

BHNtechXpert

Premium Member

said by egyptlakeusr :

I did get an alert from Brighthouse about fiber work with maintenance window for today. Maybe traffic was re-routed to a device that is getting hammered.

When? Before you posted originally or just recently?
Nit3Shift
join:2011-06-04
Tampa, FL

Nit3Shift to egyptlakeusr

Member

to egyptlakeusr
Only took 30 minutes to get this to post, with constant refreshing and having to renter info about 20 times before it made it thru all the steps to post.

C:\>pathping 4.2.2.1

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:

1 192.168.1.1
2 1-56.26-24.tampabay.res.rr.com [24.26.56.1]
3 65.32.26.86
4 653213hfc134.tampabay.res.rr.com [65.32.13.134]
5 xe-8-2-0.bar1.Tampa1.Level3.net [4.53.172.9]
6 * * *
Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address

0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
0/ 100 = 0% |
2 15ms 0/ 100 = 0% 0/ 100 = 0% 1-56.26-24.tampabay.res.rr.com [24
.26.56.1]
0/ 100 = 0% |
3 16ms 0/ 100 = 0% 0/ 100 = 0% 65.32.26.86
23/ 100 = 23% |
4 19ms 23/ 100 = 23% 0/ 100 = 0% 653213hfc134.tampabay.res.rr.com [
65.32.13.134]
13/ 100 = 13% |
5 25ms 36/ 100 = 36% 0/ 100 = 0% xe-8-2-0.bar1.Tampa1.Level3.net [4
.53.172.9]
64/ 100 = 64% |
6 --- 100/ 100 =100% 0/ 100 = 0% [0.0.0.0]

Trace complete.

C:\>
mikesil
join:2011-06-04
Bradenton, FL

mikesil to BHNtechXpert

Member

to BHNtechXpert
Thank you Ispgeek. I live in Bradenton Florida on SR70. I had no idea there was a browsing problem and Brighthouse sent a tech support to my house this AM...Saturday. He had no idea there was a system-wide problem until a neighbor driving by said he was also having problems. The Tech support called his office and...surprise...they told him about what was going on.

There doesn't seem to be any way to learn more or to get any kind of estimate from BH as to when the problem will be fixed. I will keep checking this forum to see if you can shed any more light on the subject.

egyptlakeusr
@myvzw.com

egyptlakeusr to BHNtechXpert

Anon

to BHNtechXpert
It was sent to our engineers yesterday at 4:45pm...I find out when I got to work

BHWesleyChap to BHNtechXpert

Anon

to BHNtechXpert
I am in the Wesley Chapel area and my VPN connection to my corporate server went down around 10:30 AM yesterday. (Friday June 3rd) I called BH around 4PM and they acknowledged that they started receiving calls about problems around 10:30 AM yesterday. They said they were working on it but did not have an ETA for repair. Still cannot connect my VPN this morning and Internet access has been very slow, choppy and non-existent on and off all day. I called back to BH asking for an update and they confirmed that my area was one that was being affected. They said "it is a very complex issue so they don't know when it will be fixed". I said, either get it fixed soon or I am cancelling my BH service and moving to Verizon FIOS.
BHWesleyChap

BHWesleyChap to BHNtechXpert

Anon

to BHNtechXpert
Additionally, my PS3 cannot connect to the Playstation Store or Home. I keep getting disconnected from those servers. I can browse the Internet from the PS3, but same response as my PCs, timeouts, slow response, no response, etc.
BHWesleyChap

BHWesleyChap to BHNtechXpert

Anon

to BHNtechXpert
>ping -t www.yahoo.com

Pinging any-fp.wa1.b.yahoo.com [209.191.122.70] with 32 bytes
Reply from 209.191.122.70: bytes=32 time=35ms TTL=52
Request timed out.
Reply from 209.191.122.70: bytes=32 time=35ms TTL=52
Reply from 209.191.122.70: bytes=32 time=33ms TTL=54
Request timed out.
Reply from 209.191.122.70: bytes=32 time=34ms TTL=54
Request timed out.
Request timed out.
Reply from 209.191.122.70: bytes=32 time=34ms TTL=54
Reply from 209.191.122.70: bytes=32 time=34ms TTL=54
Reply from 209.191.122.70: bytes=32 time=36ms TTL=54
Request timed out.
Reply from 209.191.122.70: bytes=32 time=34ms TTL=54
Request timed out.
Reply from 209.191.122.70: bytes=32 time=33ms TTL=54
Reply from 209.191.122.70: bytes=32 time=37ms TTL=54
Request timed out.
Reply from 209.191.122.70: bytes=32 time=119ms TTL=54
Reply from 209.191.122.70: bytes=32 time=33ms TTL=54
Request timed out.

Ping statistics for 209.191.122.70:
Packets: Sent = 20, Received = 12, Lost = 8 (40% loss),
Approximate round trip times in milli-seconds:
Minimum = 33ms, Maximum = 119ms, Average = 41ms

>tracert www.yahoo.com

Tracing route to any-fp.wa1.b.yahoo.com [209.191.122.70]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 68 ms 11 ms 9 ms gig11-0-0-2086.tampfledc-rtr2.tampflrdc.rr.com [
65.32.24.246]
4 * * * Request timed out.
5 36 ms 33 ms 34 ms ae-11-11.cr0.dfw10.tbone.rr.com [66.109.10.12]
6 31 ms 37 ms 33 ms ae-1-0.pr0.dfw10.tbone.rr.com [66.109.6.179]
7 34 ms 33 ms 37 ms 66.109.10.171
8 43 ms 33 ms 35 ms ae-1-d111.msr2.mud.yahoo.com [216.115.104.103]
9 33 ms * 33 ms te-6-1.fab1-a-gdc.mud.yahoo.com [209.191.78.129]

10 41 ms 33 ms 33 ms te-8-1.bas-c1.mud.yahoo.com [68.142.193.5]
11 33 ms * 35 ms ir1.fp.vip.mud.yahoo.com [209.191.122.70]

Trace complete.
dockpaul
join:2011-06-04
Seminole, FL

dockpaul to BHNtechXpert

Member

to BHNtechXpert
Sorry ispgeek, but two of my three calls to Brighthouse support yesterday and today the support staff in fact said that "Brighthouse has a state wide issue with the same problems and it included Thousands of calls with same problem".
I'm in Pinellas, Seminole 33772.

Glad to see this new thread started,

Problem: browser loads 4 seconds give or take 1. Going from any of the many web sites the download would take plus 40 seconds and or crash, shut down browser, IE Firefox, and Chrome, tried them all.

I volunteer for the hearing impaired and work with the State of Florida on their behalf......starting Wednesday what would normally take me 4 hours to process with the State took me 16, Thursday and Friday went the same. When a hearing impaired or typical worker uses highspeed as a depended part of their life style it's important to get it fix. Before it can be fixed the problem has to be acknowledged and should have been told to the customers so they don't start tearing the computers apart. I'm not a computer expert, but I did buy the commodore 64 and have used a computer daily every since.

I really like Brighthouse, I'm a fan but Please, Please, let me know if I need to make other arrangements for me and the 58 hearing impaired I work with daily.

In short all I really need to know is when is brighthouse going to fix this problem and is it in fact fixable?
Kachi
join:2011-06-04
Oldsmar, FL

1 edit

Kachi to BHNtechXpert

Member

to BHNtechXpert
I live in Oldsmar, 34677 and I've been having issues the past 2 days now. I'm getting 1/20th of my normal speed (I guess I have it better than a lot of people right now :\..)

I've talked to Live Chat Reps and phone Reps telling me the same thing, it's a area wide issue. They are sending someone out Monday (I think that's useless at this point since it's not just me.)

In my area a few days ago we had a 100% outage, T.V and all for a good 3 hours. There was a BHN Van parked outside where I live fixing something on the condo next to me. When he left, everything was fine.

EDIT----------------------------------------------

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:
1 192.168.1.1
2 * * *
Computing statistics for 25 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1

?...
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

BHNtechXpert to dockpaul

Premium Member

to dockpaul
said by dockpaul:

Sorry ispgeek, but two of my three calls to Brighthouse support yesterday and today the support staff in fact said that "Brighthouse has a state wide issue with the same problems and it included Thousands of calls with same problem".
I'm in Pinellas, Seminole 33772.

Glad to see this new thread started,

Problem: browser loads 4 seconds give or take 1. Going from any of the many web sites the download would take plus 40 seconds and or crash, shut down browser, IE Firefox, and Chrome, tried them all.

I volunteer for the hearing impaired and work with the State of Florida on their behalf......starting Wednesday what would normally take me 4 hours to process with the State took me 16, Thursday and Friday went the same. When a hearing impaired or typical worker uses highspeed as a depended part of their life style it's important to get it fix. Before it can be fixed the problem has to be acknowledged and should have been told to the customers so they don't start tearing the computers apart. I'm not a computer expert, but I did buy the commodore 64 and have used a computer daily every since.

I really like Brighthouse, I'm a fan but Please, Please, let me know if I need to make other arrangements for me and the 58 hearing impaired I work with daily.

In short all I really need to know is when is brighthouse going to fix this problem and is it in fact fixable?

Nobody is discounting what you were told...just the information or impression that was communicated to you. I'm aware of todays event earlier in the morning and as of this post I don't have any additional information as to when the issue will be resolved. I promise the minute I hear something I will post back.
BHNtechXpert

BHNtechXpert to Kachi

Premium Member

to Kachi
said by Kachi:

I live in Oldsmar, 34677 and I've been having issues the past 2 days now. I'm getting 1/20th of my normal speed (I guess I have it better than a lot of people right now :\..)

I've talked to Live Chat Reps and phone Reps telling me the same thing, it's a area wide issue. They are sending someone out Monday (I think that's useless at this point since it's not just me.)

In my area a few days ago we had a 100% outage, T.V and all for a good 3 hours. There was a BHN Van parked outside where I live fixing something on the condo next to me. When he left, everything was fine.

EDIT----------------------------------------------

Tracing route to vnsc-pri.sys.gtei.net [4.2.2.1]
over a maximum of 30 hops:
1 192.168.1.1
2 * * *
Computing statistics for 25 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1

?...

Humor me Kachi and test your speed here...

»www.ispgeeks.com/wild/mo ··· pipSpeed

Also what tier do you subscribe to 10/1, 20/2, 40/5?
BHNtechXpert

1 edit

BHNtechXpert to BHWesleyChap

Premium Member

to BHWesleyChap
said by BHWesleyChap :

I am in the Wesley Chapel area and my VPN connection to my corporate server went down around 10:30 AM yesterday. (Friday June 3rd) I called BH around 4PM and they acknowledged that they started receiving calls about problems around 10:30 AM yesterday. They said they were working on it but did not have an ETA for repair. Still cannot connect my VPN this morning and Internet access has been very slow, choppy and non-existent on and off all day. I called back to BH asking for an update and they confirmed that my area was one that was being affected. They said "it is a very complex issue so they don't know when it will be fixed". I said, either get it fixed soon or I am cancelling my BH service and moving to Verizon FIOS.

Wesley these kind of events are ALWAYS short in duration. Now...your idea of short and mine my differ a bit so I have throw that in there somewhere just to keep it honest. A little patience while they track this down is a good thing.
Kachi
join:2011-06-04
Oldsmar, FL

Kachi to BHNtechXpert

Member

to BHNtechXpert
"Achieved Download speed is 686kbps"
"Upload is 1.84Mbps"

I'm subscribed to 20/2.
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

1 edit

BHNtechXpert

Premium Member

Alright here's some info to pass on. Those of you affected with the issue will need the following information prior to calling. Yes you will be calling and they will probably go ahead and book you a tech.

Have 3 tracerts or pathping to 3 destinations spread over 5 minute intervals. Once you have obtained this information call your local office and go ahead and get a tech booked. Be sure to tell the phone rep that you have the tracerts/pathpings and can send them if needed. Please no google or youtube pings. Other things should work fine.

Please be sure that you are speaking with your LOCAL roadrunner office only not the National Help Desk. Ask the agent prior to discussing the issue. Also be patient with the person you are speaking with they are there to help you and have been fielding these calls most of the morning...

Also the tech may or may not ask you for the tracerts so offer them. Also ask to have the situation "trended".
BHNtechXpert

BHNtechXpert to Kachi

Premium Member

to Kachi
said by Kachi:

"Achieved Download speed is 686kbps"
"Upload is 1.84Mbps"

I'm subscribed to 20/2.

What was the SID you used or pm me your IP. I just checked and there are no tests for you so I need to pull it the old fashioned way.

Nevermind I found you...

»mcs.ispgeeks.net/myspeed ··· d=460910
Kachi
join:2011-06-04
Oldsmar, FL

Kachi

Member

EDIT** Hey, you found me XD
BHNtechXpert
The One & Only
Premium Member
join:2006-02-16
Saint Petersburg, FL

BHNtechXpert

Premium Member

Yup I did. Follow the instructions I just updated in the main post of this thread and just a post or two ago.

They are working on the issue. You guys aren't being ignored...
Kachi
join:2011-06-04
Oldsmar, FL

Kachi

Member

I know we aren't. I know more things are happening in the back ground that we wont know that makes this a whole lot more difficult.

I was lucky enough that when I did get a rep on the phone yesterday, he took down my Tracert for Google.com and something else. He said he also sent it out to someone else.

Someone is coming Monday, let's just hope I get home in time from work O.O...

I also want to thank you for your help during this. Keeping all of us in touch as best you can.