Zen Internet Support Forum

Hi, I cant access www.ebay.co.uk through Zen anymore (last 3 days)

any idea whats wrong? I can access it through my NTL account though, so its not Ebay.

Regards

 

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Rimmel
"Death is like being on holiday with a group of Germans" - Arnold J Rimmer - Red Dwarf

Hi,

Are you able to ping/traceroute to ebay.co.uk ?

Do you have 'Ping' enabled on your Firewall/Router?  If not, enable it.

We've seen this problem before due to 'MTU Path discovery' being disabled due to overzealous rules on routers blocking this function of ICMP when 'Ping' is disabled.  It tends to occur with E-bay more than others.

I don't know what level of technical knowledge you are at, so if the above sounds daunting, please provide some further information on your hardware setup, and operating system.  Then either myself or other members of the forum will be able to give you more specific help for your setup.

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Phil Long
Technical Support Manager - Zen Internet Ltd.

Hi, Im a software developer (moved from a support/network admin role) so I understand what you are talking about.

I have tried with ping enabled to the router and disabled. I have 2 connections to the net (Zen + NTL).

Using the same router (ping enabled and disabled) uisng Zen the main www.ebay.co.uk page sometimes loads (more often not) but when it does it takes ages.

Using the same router and switching the connection over to NTL the pages are instant. Winxp Pro no software firewall.

Ive been on Zen a couple of months and never had a problem with ebay using the same kit.

Below are traceroutes for zen + ntl

Zen tracert to www.ebay.co.uk

-------------------------------------------------------------------------------

Tracing route to hp-intl-uk.ebay.com [66.135.208.96]

over a maximum of 30 hops:

  1     3 ms     1 ms     1 ms  192.168.1.100

  2     2 ms     2 ms     2 ms  82-71-123-14.dsl.in-addr.zen.co.uk [82.71.123.14]

  3    25 ms    22 ms    20 ms  gauss-dsl.zen.net.uk [62.3.82.18]

  4    19 ms    20 ms    19 ms  deleuze-ge-0-1-0-1.hq.zen.net.uk [62.3.80.161]

  5    22 ms    19 ms    21 ms  lotze-ge-0-0-0-0.hq.zen.net.uk [62.3.80.57]

  6    20 ms    20 ms    22 ms  bolzano-ge-0-0-3-0.wh.zen.net.uk [62.3.80.53]

  7    20 ms    20 ms    22 ms  195.16.169.89

  8    20 ms    19 ms    20 ms  so-6-0-0.mp2.Manchesteruk1.Level3.net [4.68.113.114]

  9   177 ms   172 ms   174 ms  so-3-0-0.mp1.SanFrancisco1.Level3.net [209.247.8.89]

 10   171 ms   170 ms   264 ms  so-2-0-0.mpls1.Sacramento1.Level3.net [209.247.8.78]

 11   174 ms   172 ms   173 ms  so-10-0.hsa1.Sacremento1.Level3.net [4.68.113.58]

 12     *        *        *     Request timed out.

... 

 30     *        *        *     Request timed out.

Trace complete.

--------------------------------------------------------------------------

NTL tracert to www.ebay.co.uk

Tracing route to hp-intl-uk.ebay.com [66.135.192.58]

over a maximum of 30 hops:

 

  1     1 ms     1 ms     1 ms  192.168.1.200

  2     *       11 ms    17 ms  10.138.231.254

  3     9 ms    27 ms    11 ms  nott-t2cam1-a-v137.inet.ntl.com [80.4.46.65]

  4    86 ms   135 ms    18 ms  nott-t2core-a-ge-wan74.inet.ntl.com [80.1.79.73]

  5    13 ms    12 ms    12 ms  lee-bb-a-so-300-0.inet.ntl.com [62.253.185.33]

  6    13 ms    14 ms    14 ms  lee-bb-b-ae0-0.inet.ntl.com [62.253.187.186]

  7    14 ms    14 ms    13 ms  man-bb-a-so-700-0.inet.ntl.com [62.253.185.193]

  8    11 ms    22 ms    13 ms  212.187.137.1

  9    14 ms    14 ms    13 ms  so-6-0-0.mp2.Manchesteruk1.Level3.net [4.68.113.114]

 10   174 ms   156 ms   159 ms  as-0-0.bbr1.SanJose1.Level3.net [64.159.1.133]

 11   157 ms   157 ms   158 ms  ge-10-2.ipcolo2.SanJose1.Level3.net [4.68.123.138]

 12     *        *        *     Request timed out.

...

 30     *        *        *     Request timed out.

Trace complete.

---

Rimmel
"Death is like being on holiday with a group of Germans" - Arnold J Rimmer - Red Dwarf

Can you try changing the router or PC MTU to the following:

1430
1458

Try each (reboot involved in XP/Windows) and see if that improves matters. Clearly you're routing beyond Zen's network, so I'm still going to stick with the MTU problem.

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Phil Long
Technical Support Manager - Zen Internet Ltd.

OK tried them both makes no difference to ebay.

However like I said never had problems before a few days ago.

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Rimmel
"Death is like being on holiday with a group of Germans" - Arnold J Rimmer - Red Dwarf

I suggest calling Technical Support on 0845 058 9009.  We can log on with your username/password here and try and recreate the problem (you'd need to log off yourself). 

There's certainly no general issue, so this would be a good step to eliminate your particular details.

---

--
Phil Long
Technical Support Manager - Zen Internet Ltd.

Was this problem ever solved?
I have had exactly the same problem for the past 2 weeks, with ebay either taking 5 minutes to load or not at all.
Both the ping and the trace route time out.
I have tried changing my browsers and my MTU settings, to no avail.

I can connect OK but when I do a traceroute:

I think Ebay are doing some kind of rerouting.

My MTU = 1458

Tracing route to hp-intl-uk.ebay.com [66.135.200.146]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.0.1
  2    20 ms    19 ms    19 ms  gay-dsl1.wh.zen.net.uk [62.3.83.20]
  3    20 ms    18 ms    20 ms  bolzano-ae-0-232.wh.zen.net.uk [62.3.80.233]
  4    21 ms   204 ms   213 ms  ge-6-8.car1.Manchesteruk.Level3.net [195.16.169.89]
  5    29 ms    35 ms    35 ms  ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
  6    28 ms    34 ms    34 ms  ae-1-100.ebr2.London1.Level3.net [4.69.132.118]

  7   112 ms   107 ms   107 ms  ae-41.ebr1.NewYork1.Level3.net [4.69.137.66]
  8   109 ms   106 ms   108 ms  ae-61-61.csw1.NewYork1.Level3.net [4.69.134.66]

  9   102 ms   108 ms   108 ms  ae-64-64.ebr4.NewYork1.Level3.net [4.69.134.113]

 10   178 ms   166 ms   176 ms  ae-2.ebr4.SanJose1.Level3.net [4.69.135.185]
 11   167 ms   167 ms   175 ms  ae-64-64.csw1.SanJose1.Level3.net [4.69.134.242]

 12   168 ms   167 ms   168 ms  ae-12-69.car2.SanJose1.Level3.net [4.68.18.4]
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18

 

So I thought I would change from Gay to Gandhi and try again:

 

Tracing route to hp-intl-uk.ebay.com [66.135.210.64]
over a maximum of 30 hops:

  1     1 ms     1 ms    <1 ms  192.168.0.1
  2    20 ms    18 ms    18 ms  gandhi-dsl1.wh.zen.net.uk [62.3.83.5]
  3    25 ms    20 ms    23 ms  bolzano-ge-0-0-1-3.wh.zen.net.uk [62.3.80.229]
  4   144 ms    96 ms    74 ms  ge-6-8.car1.Manchesteruk.Level3.net [195.16.169.89]
  5    28 ms    35 ms    34 ms  ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
  6    39 ms    35 ms    35 ms  ae-1-100.ebr2.London1.Level3.net [4.69.132.118]

  7   103 ms   107 ms   107 ms  ae-43.ebr1.NewYork1.Level3.net [4.69.137.74]
  8    98 ms   105 ms   107 ms  ae-71-71.csw2.NewYork1.Level3.net [4.69.134.70]

  9   108 ms   108 ms   107 ms  ae-74-74.ebr4.NewYork1.Level3.net [4.69.134.117]

 10   178 ms   196 ms   166 ms  ae-2.ebr4.SanJose1.Level3.net [4.69.135.185]
 11   179 ms   177 ms   166 ms  ae-74-74.csw2.SanJose1.Level3.net [4.69.134.246]

 12   178 ms   198 ms   180 ms  ae-71-71.ebr1.SanJose1.Level3.net [4.69.134.197]

 13   170 ms   170 ms   170 ms  ae-4-4.car2.Sacramento1.Level3.net [4.69.132.157]
 14   169 ms   168 ms   168 ms  ae-11-11.car1.Sacramento1.Level3.net [4.69.132.149]
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     * 

I still have this issue :(
Is there anything else I could do?
I dont know if this will help, but I am able to connect fine using a proxy.  Before you ask, my firewall is not blocking ebay.