Wednesday, February 13, 2008

still cannot connect to

This is beginning to get beyond the point of annoying. Here's my current traceroute:

7 ( 26.772 ms 26.388 ms 27.850 ms
8 ( 41.377 ms 47.354 ms 49.361 ms
9 * ( 36.921 ms *
10 ( 49.513 ms * 48.896 ms
11 ( 48.146 ms ( 47.212 ms ( 49.024 ms
12 ( 55.726 ms ( 46.248 ms ( 46.331 ms
13 ( 46.363 ms 44.686 ms 46.587 ms
14 ( 45.116 ms 44.693 ms ( 45.755 ms
15 ( 46.329 ms 48.843 ms 46.337 ms
16 ( 49.620 ms 47.665 ms 47.159 ms
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *


As can be seen, I'm still timing out on

For those who don't understand a traceroute, a traceroute goes through the normal connection paths that a TCP/IP connection takes to get to the host. If a connection is broken, a traceroute will tell you where the connection is broken at. In my case I am timing out on the hops through's servers. Perhaps the following pictures from Xtraceroute might make the problem a bit more clear.

As can be shown my connection starts in Georgia, and my ISP connects to Level 3 out of Atlanta. Level 3 connects with itself in Dallas according tp the LOC field from the DNS server. Level 3 in Dallas passes itself off to My connection to the site then hops through a couple of's servers, and then dies with no further response.

This data tells me one of two things. The first conclusion I can draw is that's servers are broken internally. A router is down or a line has been cut.

The second conclusion I can draw is that one of the connection services that connects to is broken internally or externally. Either a router is down, or a line has been cut.

In either case, the only course of action I have is to contact the host of the last hop on the traceroute and let them know that their connection is broken. Specifically, all I can do is contact ThePlanet and tell them they have a problem and inform them were the problem is.

Depending on the actual connection issue at hand, the process of the troubleshooting is no longer in my hands.

In the case of the first conclusion, that's servers are broken internally, I have to wait for to reboot the appropriate server or fix the physical connection issue at hand.

In the case of the second conclusion, that a party outside of the has servers or routers that are down, I have to wait for to locate which connection party is down, notify that party of an existing problem, and wait for the 3rd party to fix their connection. At the same time I am reliant upon to inform me of who went down and the timeline that has been provided to by that 3rd Party as to when the services will be fixed.

The part where this gets annoying is that after 2 emails to, I have not received any notification or response to the connection problem. I generated a third email today since the connection problems have now surpassed, in the time that I've been directly counting, 7 business days. Entire time has been closer to almost 2 or more weeks of access downtime.

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