New on LowEndTalk? Please Register and read our Community Rules.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
Netcup connectivity problem
Hello everyone,
I recently purchased a VPS (ARM architecture) and I'm experiencing connectivity issues. I cannot connect via SSH, and pinging the server doesn't work. I can access the web console, but from inside the server, I can't ping any external servers - there seems to be no network connectivity.
I've already contacted support but haven't received any response yet. Has anyone experienced similar issues before? Any suggestions would be appreciated!
Thank you!
Comments
iirc during the launch of manassas location, some user encountered the same problem - netcup had network configured incorrectly. So maybe just wait the reply from support?
sounds weird, what's your OS on it?
Have you tried to rebuild it with debian or ubuntu?
It's a free day in Germany today, so just wait till tomorrow there service is great
+1 on support will get back to you and also try installing another image such as debian and noting the network config down if it works, then apply that config to not working image if so
Contacting their support is best.
I had this problem on arm servers before too , if you know what to do put your server in rescue mode and try network configuration yourself and if you don't know what to do put your server in rescue mode and contact support and tell them you're on rescue mode and your problem
Thank you all for your helpful responses! I've attempted multiple reinstallations, but as @satorik mentioned, my server is located in Manassas, which appears to be the source of the routing issue.
I was concerned about the extended downtime (over 30 hours now), but wasn't aware of the public holiday in Germany which likely affected response times.
Your insights into the problem have been very valuable - much appreciated!
thanks!! i will try with this one
I got the same problem when they first launched US location. It turned out they misconfigured the IP address, by that, I mean they made a typo 🤣
That probably affected a lot of servers. They quickly figured it out a few hours later and fixed it.
One way to check is that see if your IP address matches their IP range (https://ipinfo.io/AS214996)
I do this diagnoce for netcup support after they ask me, was a pain in my *** the web console sometimes hit two or three letter at the same time.
Server ID: vxxxxx76563345582
IPv4: xxx.53.168.59/22
Gateway: xxx.53.160.1
MAC: xxxx:a5:41:9c
Hostname: xxxxxxxx.bestsrv.de
SUMMARY OF FINDINGS
The VPS has NO network connectivity beyond its own interface. It cannot:
Reach its gateway (xxx.53.160.1)
Resolve ARP for any external hosts
Send/receive packets to any external IP addresses
DETAILED TEST RESULTS
1. INTERFACE CONFIGURATION
eth0 is UP with correct IP configuration
Link is detected
Driver: virtio
Speed: 2500 MB/s (from control panel)
MTU: 1500
2. ARP RESOLUTION
Gateway (xxx.53.160.1) shows as "(incomplete)"
Cannot resolve MAC address of gateway
ARP table shows no successful entries
3. PING TESTS
Gateway (xxx.53.160.1): Destination Host Unreachable
External IPs (1.1.1.1, 8.8.8.8): Destination Host Unreachable
All ping attempts fail with 100% packet loss
4. MTR TESTS
MTR to Gateway (xxx.53.160.1):
Only shows first hop (the VPS itself)
20.0% packet loss
Extremely high latency: avg 2048ms, worst 3061ms
No route beyond the VPS
MTR to Google DNS (8.8.8.8):
Only shows first hop (the VPS itself)
20.0% packet loss
Extremely high latency: avg 2057ms, worst 3075ms
No route beyond the VPS
5. NETWORK STATISTICS
Interface shows outgoing packets but no incoming packets
RX packets: 25102, TX packets: 136
No errors reported on the interface itself
6. ROUTING TABLE
Default route correctly configured via xxx.53.160.1
Local network route correctly configured for xxx.53.168.0/22
7. INTERFACE DETAILS (ethtool)
Link detected: yes
Speed: Unknown (reported by ethtool)
Auto-negotiation: off
Port: Other
Transceiver: internal
ANALYSIS OF MTR RESULTS
The MTR results reveal critical information about the network issue:
The extremely high latency to the VPS's own interface (2000+ ms) suggests a serious problem with the virtualization layer or host server.
The consistent 20% packet loss pattern indicates a systematic issue rather than a simple misconfiguration.
No packets are being routed beyond the VPS, confirming complete network isolation.
The fact that MTR shows high latency to the VPS itself indicates a fundamental problem with the network stack or virtualization environment.
CONCLUSION
This is a layer 2 connectivity issue that prevents the VPS from establishing communication with the gateway despite having correct network configuration. The symptoms point to a serious problem at the virtualization or host infrastructure level that requires immediate Netcup intervention.
The combination of:
Incomplete ARP resolution
High self-latency in MTR tests
Systematic packet loss
Complete routing failure
Strongly suggests this is NOT a configuration issue but a fundamental problem with the network infrastructure or virtualization layer.
yep indeed -> ASN AS214996 - netcup GmbH
Is that right? /22 would imply a gateway of xxx.53.168.1
Agree. Seem like a wrong gateway.
My issue with my us location netcup VPS was it was still showing location as Germany on IP databases
Good morning, I'm having the same kind of problem but I'm not very experienced! I also tried to install Ubuntu manually (as well as automatically with the minimal image) by mounting the DVD, but when I get to the point of choosing the network I am not assigned any IP. And I'm forced to continue without a network. Can you tell me how someone who solved it? I repeat I'm quite noon on these things 😅 Thanks again to everyone
https://forum.netcup.de/administration-eines-server-vserver/vserver-server-kvm-server/20236-root-server-hat-kein-netzwerkzugang/?pageNo=1
netcup still does not seem to realize where the problem lies. The ticket response asked me to submit more information.
@netcup
Sorry was from my side that is correct the 168.1 not the 160.1 iw as a little frustrated because cant copy from the web console and have to write alla nd miss the typo hahahah.
Still whitout the vps working
still with the problem i contact support and report all the info they ask me and now i will need to wait to the monday
Fyi I opened a complaint on PayPal as I still haven't received any response from technical assistance. Bad service. Until a few days ago I was using ServaRica and their assistance is really great. They respond at any time, any day with immediate times.
yeah, but i pay with debit card, was not much 5 euros with a cupon code, but well i lost time i open the support the 29, and they only ask me question and logs. Im disappointed
#
Raphael Gluba commented:
Hello,
thank you for your inquiry.
Can you please send us the tests such as MTR, iper3 etc. in full by text?
We need the exact results.
Thank you very much.
Mit freundlichen Grüßen,
netcup Team
#
root@v22025052765633455582 ~ # iperf3 -c iperf.myren.net.my -p 5201 -t 30
iperf3: error - unable to send control message: Bad file descriptor
1 root@v22025052765633455582 ~ #
Start: 2025-06-02T15:08:53+0000
HOST: v22025052765633455582 Loss% Snt Last Avg Best Wrst StDev
1.|-- v22025052765633455582 44.6% 500 2072. 2225. 656.7 3075. 523.6
root@v22025052765633455582 ~ # ip addr show
1: lo: <LOOPBACK,UP,LOWER_UP> mtu 65536 qdisc noqueue state UNKNOWN group default qlen 1000
link/loopback 00:00:00:00:00:00 brd 00:00:00:00:00:00
inet 127.0.0.1/8 scope host lo
valid_lft forever preferred_lft forever
inet6 ::1/128 scope host
valid_lft forever preferred_lft forever
2: eth0: <BROADCAST,MULTICAST,UP,LOWER_UP> mtu 1500 qdisc mq state UP group default qlen 1000
link/ether 36:3b:1b:a5:41:9c brd ff:ff:ff:ff:ff:ff
altname enp7s0
inet 152.53.168.59/22 brd 152.53.171.255 scope global eth0
valid_lft forever preferred_lft forever
inet6 fe80::343b:1bff:fea5:419c/64 scope link
valid_lft forever preferred_lft forever
root@v22025052765633455582 ~ #
Update the problem was solve today
thank you for your inquiry.
Our technicians have just fixed a network Problem at the respective datacenter.
Please try the connection again.
If you continue to have problems, please write to me again.
We apologize for the inconvenience
Same here. I received a similar email and now it works. But I repeat their assistance is really bad. For this type of service it is unacceptable to make the customer wait 4 days. In addition to selling a non-working product.
Yes, I'm asking for compensation for the day the server was down. It's not about the money — it's about showing empathy and respect for the customer.