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Problem with the upstream provider of PageClick?
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Problem with the upstream provider of PageClick?

gappergapper Member
edited October 2016 in Providers

Hi,

A few days ago I got @Ishaq's PageClick Reseller 1 plan. So far the server has been usable, I was able to create accounts in WHM without issues.

The nightmare is that neither me nor my clients can access the server from IPs coming from our ISP here in South America. The problem seems to be specific to IPs from our ISP "Telefonica" because I have customers from ISP "Claro" that can access the server without issues.

I have open a ticket with PageClick's support department and they first thought that it could be that my IP is blacklisted on their server. They added my IP to their server's whitelist however even after that it was still unaccesible. I then realized that it is not only my IP but apparently all (or almost all) IPs from ISP "Telefonica" can't reach the server. They asked their upstream provider if they are blocking IPs from my country however their upstream provider claim that they aren't doing such thing.

I really don't know what to do now. I have called my ISP but they say that they do not block anything. So basically PageClick blames their upstream provider... their upstream provider blames my ISP... my ISP blames PageClick.

Here is the tracert from my IP: http://oi63.tinypic.com/30063op.jpg

Any advice?
Thanks!

Comments

  • jarjar Patron Provider, Top Host, Veteran
    edited October 2016

    That's rough. I might suggest your ISP could be blocking their IP range for some reason. Your route isn't making it out of their network.

    That's the sad reality of ISPs, which ever one is responsible. No one ever wants to admit fault or escalate to someone who would know what is or isn't being blocked.

  • gappergapper Member
    edited October 2016

    In an attempt to try to find the root cause of the issue I ran tracerts against two other PageClick's servers and surprisingly in both cases the tracert was sucessfull.

    So it appears to be a specific problem trying to reach cloud10.mycpanelcloud.co.uk

    tracert cloud09 OK: http://oi68.tinypic.com/15zfj8n.jpg
    tracert cloud11 OK: http://oi65.tinypic.com/b6zo74.jpg
    tracert cloud10 FAIL: http://oi63.tinypic.com/30063op.jpg

  • That's unfortunate but ask ishaq if he can provide an new IP or an Reverse proxy

  • gappergapper Member
    edited October 2016

    The easiest solution that comes to my mind would be to ask @Ishaq to move my Reseller 1 plan from server cloud10 to either clould09, cloud11 or any other server available so I get a new IP. However before going that path I'm interested in trying to find the root cause of this issue because it is very rare.

  • Does your country try to block some specific types of websites? For instance here ISPs are required to block some online gambling sites which do not have a license from the government. If there are similar rules in your country and if there is such site on this IP, perhaps this is why your ISP is blocking it.

  • My country doesn't have such laws but maybe Telefonica is blocking that specific server IP because it was used in the past to attack Telefonica's network? I don't know I'm just guessing what could be the root cause...

  • Just open a ticket and ask @ishaq to move your reseller account to a different server that you can connect to. I am sure he wouldn't mind doing that.

    Once your services are accessible to your clients on the new IP, you guys can then look into the connectivity issues.

  • @Ishaq hope you can assign a new IP to my Reseller 1 plan or move my entire account to another server (let me know the IP before you proceed so I can run the tracert first).

    Ticket is MSW-960-090

  • Telefonica is a nightmare in latam.

    May I know why you decided going with a UK provider? I think it's a bit far.

    I've been waiting for "PageClick" to launch US servers.

    Thanked by 1inthecloudblog
  • WHTWHT Member

    And what you want to achive with your post here? Isent better to be in contact with your ISP and Pageclick?

  • Feedback from others, maybe someone had a similar issue in the past with their provider/ISP and would like to hear how did they solved it.

  • gappergapper Member
    edited October 2016

    Today I ran new tracert and ping tests against cloud09, cloud10 and cloud11 servers. Please guys take a look at these results:

    tracert cloud09: http://i65.tinypic.com/ra6kpw.jpg tracert cloud10: http://i68.tinypic.com/28vpohz.jpg tracert cloud11: http://i64.tinypic.com/25thxya.jpg ping cloud09, cloud10 and cloud11: http://i68.tinypic.com/1zckcqe.jpg

    It looks like the problem is Cogent?

  • Your route is already past Cogent when the traceroute fails. You should arrange for your service to be moved to a new node.

  • Where are you from?

    ISP 'VTR Chile'

    Thanked by 1inthecloudblog
  • gappergapper Member
    edited October 2016

    I'm from South America. My ISP is "Telefonica".

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