UK users unable to view websites

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  • Problem
  • Updated 8 years ago
  • Solved
  • (Edited)
HI there, Is the Yola site down. I can't load my website and get this each time "Safari can’t open the page “http://mrsnevillesnightout.com/” because the server where this page is located isn’t responding.
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Cat Large

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  • frustrated

Posted 8 years ago

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JulietM

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Yes I agree with FK above.... it wont be a personal connection problem..... not with the widespread cross site problems ....
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Monique, VP of Customer Support

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We don't think it is a personal connection problem, but we are pretty confident that it only affects users in the UK. If you have a friend outside of the UK, get them to check your site and tell you what happens. Also, the results at: http://www.downforeveryoneorjustme.com/ are a good indication of whether your site is in fact up or down. This looks like an upstream problem and could be specific to a few ISPs - we are still investigating.
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Farnborough Kumon

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MelissaB is with Virgin ... so am I ... coincidence?
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emily cardno

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I am also with Virgin and when I tried just now to view my sites on my Iphone's 3G they worked - then I put it on my home wifi and it didn't so could it be Virgin that's the problem? Yesterday I was in Starbucks in Putney South West London and had same problem - not sure who their provider is though...
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gemma.lian.murrell

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Ok, my IP is 86.24.67.10

I have tried on other networks

I have done the traceroute and results are:

it came up with loads of writing and address things, but then the last lot all say * * * request timed out

Let me know if you need more information from the results .... its still going at the moment ... keeps coming up with * * * request timed out
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gemma.lian.murrell

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Results are:

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Gemma>tracert www.photography-gems.co.uk

Tracing route to www.photography-gems.co.uk [72.52.4.95]
over a maximum of 30 hops:

1 13 ms 25 ms 8 ms David-PC [192.168.2.1]
2 31 ms 34 ms 63 ms cpc7-hitc6-2-0-gw.9-2.cable.virginmedia.com [86.
24.64.1]
3 34 ms 18 ms 18 ms lutn-core-1a-ae3-2357.network.virginmedia.net [2
13.107.47.109]
4 42 ms 15 ms * popl-bb-1a-as5-0.network.virginmedia.net [213.10
5.175.149]
5 48 ms 97 ms 19 ms manc-bb-1b-as1-0.network.virginmedia.net [212.43
.162.86]
6 34 ms 47 ms 43 ms te-4-3.ar3.CDG2.gblx.net [204.246.200.177]
7 32 ms 94 ms 49 ms ae4-20G.scr1.CDG2.gblx.net [67.16.138.117]
8 56 ms 40 ms 37 ms ae4-30G.scr3.LON3.gblx.net [67.16.133.198]
9 36 ms 46 ms 38 ms lag1.ar9.LON3.gblx.net [67.17.72.21]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
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.

C:\Users\Gemma>
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gemma.lian.murrell

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Error message:

Oops! Google Chrome could not connect to www.photography-gems.co.uk
Suggestions:
Access a cached copy of www.­photography-­gems.­co.­uk
Try reloading: www.­photography-­gems.­co.­uk
Search on Google:
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Monique, VP of Customer Support

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Thanks Gemma, this is helpful.
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MelissaB

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www.kustomisedkids.co.uk - went down briefly yesterday, been down for much of today :(

IP: 82.31.91.63
ISP: Virgin
Msg: Oops! Internet Explorer could not connect to www.kustomisedkids.co.uk
Can't paste traceroute as instructions are for XP/Vista, I'm on Windows 7.

Can't access from mobile either - on Virgin - or friend's mobile (o2) - can't access it from three other uk machines - IE, Mozilla and Google Chrome all attempted.

Can be accessed by OH in Iraq and two friends in USA can see it fine.

Mel
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Monique, VP of Customer Support

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Hi Melissa - thanks very much for checking with your friends outside of the UK. This further confirms our theory. We are using all the information posted on this thread to investigate.
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gemma.lian.murrell

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I'm not a genius .... but somehow I think that the 'Request timed out' is a common theme here!! :)

Fingers crossed to be back online soon! Keep going Team Yola! :)
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Monique, VP of Customer Support

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Yes we see that - does look like a network issue, just unsure of the route cause.
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MelissaB

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Just noticed "back 2 healing therapies" is also virginmedia by the looks of it? Does anyone else have Virgin Media as their ISP? xxxxx
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Maks

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i do :/
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Farnborough Kumon

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Yup! I do!
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gemma.lian.murrell

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Yup ... virgin media here! :)
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Cat Large

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ah ha, me too! :)
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gemma.lian.murrell

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I just turned the wi-fi off on my phone and tried to access it and it worked that way .... not sure if that helps!
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Monique, VP of Customer Support

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This is very encouraging - if it is localized to one ISP then it might be easier to resolve. If you could try step 2 as posted above that would be helpful.
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MelissaB

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Hi Monique, it's 23:04 in the UK here and Virgin Media's calls go through to a call centre (based outside of the UK) out of office hours and it's hard to make yourself understood! :/ xxxxx
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Farnborough Kumon

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I know the feeling :/
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Monique, VP of Customer Support

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I understand your frustration. It is 24:04 over here in Cape Town and I am feeling a bit tired myself :) However if you could persevere during normal office hours and let us know what they say we would greatly appreciate it.
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gemma.lian.murrell

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Will try in the morning .... Thanks for your help .... Lets hope virgin can sort it .... They are not the most technical people at times!!

Any advice on what we need to say to them?
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MelissaB

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Sorry Monique - wasn't complaining about the time per se, it's just difficult as calls are routed out of the UK after hours and, without wishing to appear derisory, there is something of a "language" barrier. I have posted further down a link to the forum at Virgin Media I have posted in - hopefully one of their experts will come back to you directly and resolve the problem. On behalf of everyone, can I say a massive thank you for your help this evening :) xxxxx
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Farnborough Kumon

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Yes, thank you Monique, let's hope we can fix this now :)
I struggle communicating with Virgin Media by phone, so I have also posted on their forum.
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gemma.lian.murrell

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I must say I am looking forward to seeing all you websites when they are up and running again!! :) lol!
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Farnborough Kumon

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They do sound jolly good don't they! :)
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JulietM

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None Virgin Media user checked mine too and it worked for them.... Yes Virgin Media are probably the worst place to try and resolve this type of issue!!! Lets hope its something that resolves itself quite soon but if it is an error at Virgin I won't be holding my breath lol ;)
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Farnborough Kumon

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Monique, I don't know if it helps, but I have tried ping'ing the IP address 72.52.4.95 and I'm unsuccessful. 4 packets sent, 4 lost. Request timed out.
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Farnborough Kumon

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My husband has connected to my site through a VPN, and it works fine. He uses the same machine to connect through Virgin Media broadband and the site is down. It would appear it is directly related to Virgin Media????
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Keith

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Thank you, will contact them as my friends who checked the sites out also happen to be on 'Virgin' Media.
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Farnborough Kumon

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What is your website Keith?
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Keith

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Hi there I'm another Virgin User and my friends who are also on Virgin can't access my sites either.. So it must be a Virgin problem..My Sites affected are:
ykkclubshop.co.uk
yamahakeyboardkapers.co.uk
tyrosmania.com.All my sub domains through Yola work OK..
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Farnborough Kumon

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Keith, they are indeed up and running, trust me. Just can't see them thro Virgin tho!
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Keith

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I have left a message on the thread at Virgin. If nothing is done overnight then I will contact them by phone first thing in the morning...
I performed a 'Tracert' ipconfig and it stalled at Virgin on step 9 of 30..

for Yola support;
Step9...
lagl.ar9.LON3.gblx.net [67.17.72.21]
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MelissaB

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I'm starting a thread on the Virgin Media forums - I will post the link here and (fingers crossed) somebody "important" will see it :) x
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Laura Thomas, Social Media Coordinator

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Thanks MelissaB!
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Farnborough Kumon

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Thank you! x
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MelissaB

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http://community.virginmedia.com/t5/C...

Here is the help thread in Virgin Media (you will have to register, two second job, to post). If we can get as many of us over there, hopefully they'll listen. The thread has a post directly to here so hopefully, some negotiation between the experts will have us all up and running again soon :)

Mel x
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MelissaB

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It appears that once you register, it takes you back to the forum home page. Scroll down to the bottom, under "general" "computers and hardware" (yeah I know - stupid place to put it but couldn't fathom where else it'd go :D :D ) - and it should be near the top of that page :) xxxxx
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MelissaB

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You also have to verify your email address as well. Can we get as many of us as possible on board please? Yes, it's a ballache but it's a two minute job and the more of us that can post, the more they can see it is a VM problem. Can you also, where possible, ask non VM friends to check and then confirm in the post to VM who the ISP is - I have it confirmed as working through Sky and Talk Talk so far :) xxxxx
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Monique, VP of Customer Support

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Well done everyone. Thanks for working with us and each other to troubleshoot this issue. We will keep and eye out for any responses from your ISP and do whatever we can to assist in resolving the problem. I am going offline now but will check on this first thing in the morning. Other members of the Yola support team will be online however to help. Go easy on them though - they are dealing with an exceptionally high volume of cases at this time!
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JulietM

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Have also posted via Melissa's link on the Virgin Media forum..... hope they're more efficient than their phone service ... :D
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Keith

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Thank you Monique for your help. No doubt it will all come out in the wash..
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MelissaB

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The Virgin Media thread has been reposted as: http://community.virginmedia.com/t5/F... as the board I posted on isn't checked by moderators. For those of you who haven't posted (and even if you have) please post here. Remember to include your traceroute (it's the first thing they'll ask for !!) If you have confirmation of it working through other ISP's please state this.

Like Monique, I'm off for some shut eye - fingers crossed we can get somewhere!! :)

Night everyone x
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Farnborough Kumon

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I have reposted my two-pennith!
Night night Melissa x
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sue sivarajah

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I can not get my site up is Yola Down I can get any other sites up but not my site
http://www.tonersinlondon.co.uk

Anyone Know????

This reply was created from a merged topic originally titled
Server down ? 14/06/2011 gmt 00.09 hours ????.
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Anthony

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I have published my website and it was all up and running. I edited one page and re published it and now i cannot access my site?

This reply was created from a merged topic originally titled
it says my site is published, but i cannot get on to it?.
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JulietM

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Quick update people - my sites back and most of yours are now viewable to me too :D One or two still aren't but on the whole they seem to be working, at this point in time anyway - 1.30am Tues morning!!!! Seems Virgin Media have sorted their technical issue. :D Thanks for everyones help tonight :)
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Laura Thomas, Social Media Coordinator

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That's great news JulietM, thanks so much for the update!