Business Websites Down Due To Packet Loss through Verizon DSL

[plevak60]

My wife and I have had Verizon DSL for 20 years. In the past two weeks we are unable to connect to server of our website host to update our websites. It took me 4 hours on the telephone with various Verizon departments to find someone to initiate a ticket to help resolve the problem. Verizon verified that we are having intermittent DSL signal from their end. The router is working and has been reset multiple times without any change. We are using Mac computers one running OS X Leopard and the other OS X Yosemite

A traceroute shows between 4 - 60 packet losses. The tech that created our ticket told us that they would change the socket. Our DSL was down for 30 minutes and when it was back on we still had the same problem

We are unable to update our websites due to defective DSL signal. If this problem is not fixed we will feel we should not pay Verizon until it is repaired.

Network Utility trace route:

Traceroute has started ...

traceroute to drbookspan.com (72.167.131.132), 64 hops max, 40 byte packets
1  verizon (192.168.1.1)  0.668 ms  0.272 ms  0.163 ms
2  10.50.17.1 (10.50.17.1)  38.026 ms  37.354 ms  37.508 ms
3  G0-10-4-2.PHLAPA-LCR-22.verizon-gni.net (130.81.198.98)  38.837 ms  41.276 ms  39.640 ms
4  * * *
5  * * *
6  0.ae2.BR1.IAD8.ALTER.NET (140.222.229.165)  42.777 ms  42.657 ms  42.090 ms
7  * * *
8  ae-0-11.bar2.Phoenix1.Level3.net (4.69.148.114)  102.101 ms  101.703 ms  102.241 ms
9  4.28.83.74 (4.28.83.74)  101.926 ms  101.981 ms  102.121 ms
10  ip-184-168-0-113.ip.secureserver.net (184.168.0.113)  102.804 ms  101.780 ms ip-184-168-0-117.ip.secureserver.net (184.168.0.117)  103.356 ms
11  ip-184-168-0-113.ip.secureserver.net (184.168.0.113)  100.971 ms  101.775 ms  101.683 ms
12  * * *
13  * * *
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *
31  * * *
32  * * *
33  * * *
34  * * *
35  * * *
36  * * *
37  * * *
38  * * *
39  * * *
40  * * *
41  * * *
42  * * *
43  * * *
44  * * *
45  * * *
46  * * *
47  * * *
48  * * *
49  * * *
50  * * *
51  * * *
52  * * *
53  * * *
54  * * *
55  * * *
56  * * *
57  * * *
58  * * *
59  * * *
60  * * *
61  * * *
62  * * *
63  * * *
64  * * *

We need this fixed now!

[Capricorn1]

A "* * *" in a traceroute doesn't necessarily mean packet loss. It could mean that, but more often, it means the machine that received the traceroute request does send the appropriate response. That node (machine) is most likely configured that way on purpose. The node still sends the request onto the next hop (machine) along the way. Some of those do respond, so you seem some * * * interspersed with actual responses. If the last machine on the route (the target of the traceroute) doesn't respond (or responds too slowly), the output repeats * * * until the maximum number of hops (64) is reached. That's because the traceroute command has no way of knowing that the target machine got the message (and chose not to respond).

When I do a traceroute (using ICMP echo), I get:

Target Name: drbookspan.com
         IP: 72.167.131.132
  Date/Time: 7/5/2016 8:57:43 AM - 7/5/2016 8:58:43 AM

Hop  Sent  PL%    Min    Max    Avg  Host Name / [IP]
  1    25    0   0.37   0.49   0.45  lan-if.inside.local [192.168.3.1]
  2    25    0   3.01  44.13   5.50  lo0-100.CLPPVA-VFTTP-304.verizon-gni.net [72.86.37.1]
  3    25    0   3.29   8.07   5.58  B3304.CLPPVA-LCR-22.verizon-gni.net [130.81.221.134]
  4    25  100      0      0      0   [-]
  5    25    0   3.26  13.13   5.58  140.222.230.251 [140.222.230.251]
  6    25  100      0      0      0   [-]
  7    25    0  63.12  65.58  64.12  ae-0-11.bar2.Phoenix1.Level3.net [4.69.148.114]
  8    25    4  63.12  65.55  64.15  4.28.83.74 [4.28.83.74]
  9    25    0  65.55  68.15  66.72  ip-184-168-0-117.ip.secureserver.net [184.168.0.117]
 10    25    0  65.62  68.12  66.69  ip-184-168-0-117.ip.secureserver.net [184.168.0.117]
 11    25  100      0      0      0   [-]
 12    25    0  65.61  68.15  66.66  drbookspan.com [72.167.131.132]

The Mac's traceroute is a bit different from what I am used to, but this manual page explains it fairly well. If you try: traceroute -P ICMP drbookspan.com

do you get a similar result?

This doesn't answer the question about why you can't edit the site, but packet loss is probably not the issue. You may well be having DSL issues that are causing the problem. Are you able to browse to the site at all? If you can browse it, but not edit it, I would start looking to other causes for the issue. (I am able to browse to the site.)

[smith6612]

Have you tried asking GoDaddy to check from their end of things to see if your IP address has been blocked? Expect a bit of trouble for them - a lot of people in my circle of tech, including myself, don't look highly on GoDaddy for various reasons. A recent poster on this forum found that their FTP problems were due to GoDaddy's server blocking their IP all of a sudden.

Tracing route to drbookspan.com [72.167.131.132]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2    54 ms    55 ms    55 ms  10.41.7.1
  3    51 ms    39 ms    28 ms  P0-0-0-0.BFLONY-LCR-22.verizon-gni.net [130.81.136.32]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6   131 ms   143 ms   144 ms  0.ae8.BR3.NYC4.ALTER.NET [140.222.226.211]
  7     *        *        *     Request timed out.
  8   254 ms   252 ms   271 ms  ae-0-11.bar2.Phoenix1.Level3.net [4.69.148.114]
  9   283 ms   289 ms   177 ms  4.28.83.74
 10   186 ms   221 ms   251 ms  ip-184-168-0-117.ip.secureserver.net [184.168.0.117]
 11   171 ms   162 ms   191 ms  ip-184-168-0-117.ip.secureserver.net [184.168.0.117]
 12     *        *        *     Request timed out.
 13   306 ms   334 ms   366 ms  p3slh191.shr.phx3.secureserver.net [72.167.131.132]

Trace complete.

Additionally, GoDaddy needs to run some checks from their end to your IP to make sure they can route to you. Your trace made it to the GoDaddy network, so it's more probable that they can fix this. Verizon's routing isn't THAT screwy to prevent the final destination from being able to talk to you if destinations "Closer" to you are able to.

In some rare cases, Verizon can blacklist IP addresses if they're known to be hosting harmful traffic. This happens with excessive e-mail spam, malware distribution servers, and so on. This is entirely on the Online community to report before an ISP has to resort to blocking. Also means GoDaddy has to police what is on their servers. Verizon can remove any blacklist, but the hosting company would have received many notices from Verizon prior to their server being blacklisted if that's the case.

[plevak60]

I apologize for my previous post, it was incorrect. The issue is not editing the websites it is using FTP to access the host server.

We have been Verizon customers for 27 years and for the past four weeks ago we been unable access our websites using FTP through Verizon DSL (Philadelphia, PA).
As an experiment I went to two different locations that do not have Verizon DSL and attempted to access the server using FTP. I went to my sister’s house where she has Verizon FIOS and was unable to connect. I went to Starbucks where they have Google Starbucks WIFI and I was able to connect.

I have been in touch with Verizon executive tech support and all I get are excuses that the dropped or missing packets on 4,5,7, and 12 *** are out of their control. That these occur after leaving their hops. Hops 1,2,3, and 6 are owned by verizon. After hop 6 0.ae2.br1.iad8.alter.net (140.222.229.165) the MSs increase to over 100 and things degrade. 6 0.ae2.br1.iad8.alter.net (140.222.229.165) has it’s own forum postings and seems to be the source for many of Verizon’s problems. I do not know if it is related to our problem.

I am not very tech savvy so I do not understand how to use the “Manual Page” link you sent us. Can you give me step by step instructions on how to use it?

We are very frustrated and need help to restore our FTP abilities.

Where is the problem and how do we fix it?

We would appreciate any help you can provide.

Traceroute 07/11/2016
traceroute to drbookspan.com (72.167.131.132), 64 hops max, 72 byte packets
 1  verizon (192.168.1.1)  0.732 ms  0.331 ms  0.246 ms
 2  10.50.17.1 (10.50.17.1)  37.843 ms  38.541 ms  39.041 ms
 3  g0-10-4-2.phlapa-lcr-22.verizon-gni.net (130.81.198.98)  41.648 ms  39.115 ms  40.200 ms
 4  * * *
 5  * * *
 6  0.ae2.br1.iad8.alter.net (140.222.229.165)  42.230 ms  41.640 ms  43.535 ms
 7  * * *
 8  ae-0-11.bar2.phoenix1.level3.net (4.69.148.114)  100.690 ms  99.669 ms  100.728 ms
 9  4.28.83.74 (4.28.83.74)  102.453 ms  101.668 ms  101.761 ms
10  ip-184-168-0-113.ip.secureserver.net (184.168.0.113)  103.964 ms  104.513 ms  104.269 ms
11  ip-184-168-0-113.ip.secureserver.net (184.168.0.113)  103.546 ms  103.340 ms  103.779 ms
12  * * *
13  p3slh191.shr.phx3.secureserver.net (72.167.131.132)  103.721 ms  106.367 ms  103.429 ms

Thank You

[LawrenceC]

Hi plevak60,

There is a known issue with FTP involving GoDaddy and Verizon.  It is a problem on GoDaddy's end and they should  resolve it for you.  Please see the solution posted in the topic on this issue here:

https://forums.verizon.com/t5/Fios-Internet/Can-t-access-my-hosting-account-on-GoDaddy-from-Verizon-...

[plevak60 · Accepted solution]

Problem Solved - Tech Support is Incompetent! After four weeks of wasted time with Verizon making excuse after excuse about why we were unable to use FTP to access our host website I decided to change modems. The problem was in Verizon's D-Link DSL-2750B modem/router. At no time during the four weeks did Verizon ever mention replacing the router. We kept telling Verizon that the problem was theirs and each time they denied it. I decided to swap the D-Link router with a Verizon Westell 6100G modem that I had lying around. The Westell 6100G modem was connected to our Linsys Router. I then tried to connect to our website's hosting server. For the first time in four weeks we were able to connect using FTP. I called Verizon tech support to notify them and ask for a new modem. They informed me that they no longer offer only modems. They only offer modem/routers from D-Link and Actiontec. It is unfair that as 27 year customers should have to suffer through such incompetence. Four weeks of lies from Verizon tech support, executive tech support, and level 3 tech support. I hope this helps any Verizon customers.

[plevak60]

I want to thank everyone for their advice.