Web Hosting Talk : Web Hosting Main Forums : Industry Announcements : Providers and Network Outages and Updates : Spain -> Hetzner huge packet loss

[netlanbo]

Dear all,

I'm having terrible network problems from Spain to access my main server 176.9.42.203. But the problem is general with all hetzner.

I've done MTR from Spain -> Hetzner and Hetzner -> Spain.

Please, could any network expert analyze where in the chain are all packets loss? I'm in serious problems right now. It's almost impossible to reach Hetzner (at least from Spain).

Could anyone please tell me what actions could be taken to fix the problem?

Those are some mtr traces:

-------
From Spain -> Hetzner
-------

Jose@ladmins-MacBook-Pro:~$  mtr -s 1500 -r -c 1000 -i 0.1 hetzner.de
HOST: ladmins-MacBook-Pro.local   Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 192.168.1.1                0.3%  1000    2.1   4.0   1.5  38.3   3.8
  2.|-- 126.red-80-58-67.staticip 31.1%  1000   57.5  58.1  51.3  80.3   3.8
  3.|-- 121.red-80-58-94.staticip  0.3%  1000   64.4  62.9  53.0 100.4   6.7
  4.|-- 65.red-81-46-1.staticip.r  0.4%  1000   60.3  60.8  52.9  97.7   5.2
  5.|-- et7-0-0-0-grtbcnes1.red.t  0.7%  1000   57.2  61.3  52.6 175.7  14.4
  6.|-- xe2-1-4-0-grtlontl1.red.t  0.6%  1000   91.3  98.1  82.1 235.1  23.4
    |  `|-- 84.16.12.126
    |   |-- 213.140.36.198
  7.|-- xe-1-1-0.r2.bb-fo.lon3.vr 53.3%  1000  115.3 117.8 106.5 186.1  10.1
  8.|-- xe-0-2-0.r1.bb-fo.lon3.vr 53.4%  1000  127.0 113.3 102.0 192.3   6.8
  9.|-- xe-1-2-0.r1.bb-fo.fra1.vr 53.6%  1000  122.8 130.1 116.4 209.7  11.0
 10.|-- decix-gw.hetzner.de       55.2%  1000  116.0 127.5 114.3 215.7  13.2
 11.|-- hos-bb1.juniper3.rz10.het 54.8%  1000  128.1 125.5 115.4 223.5   7.5
 12.|-- hos-tr2.ms-ex3k1.rz11.het 55.7%  1000  130.0 129.7 120.0 155.2   4.9
 13.|-- www.hetzner.de            82.8%  1000  132.1 131.2 124.0 169.7   6.2

-------
From Hetzner (176.9.42.203) to Spain (my ADSL IP: 79.153.14.201)
---------

bolsa@mail:~$ mtr -s 1500 -r -c 1000 -i 0.1 79.153.14.201
HOST: mail.atractium.com          Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. static.193.42.9.176.clients.  0.0%  1000    0.8   1.6   0.5  18.2   1.6
  2. hos-tr3-juniper2.rz10.hetzne  0.0%  1000    0.2   0.9   0.2  75.1   4.6
  3. hos-bb1.juniper4.ffm.hetzner  0.5%  1000    5.0   5.7   4.8  25.4   3.5
  4. tengigabitethernet9-4.ar3.fr  0.0%  1000   19.7  32.3  19.6 244.6  38.5
  5. Xe10-2-0-0-grtpartv2.red.tel 53.9%  1000   44.6  45.4  44.0  62.5   2.0
  6. Xe2-1-1-0-grtbcnes1.red.tele 56.7%  1000   69.2  73.6  62.6 162.9  16.5
  7. Xe0-1-8-0-grtbcntb1.red.tele 55.4%  1000  102.0  74.2  65.4 194.7  19.6
  8. TELEFONICA-ESPANA-RIMA-7-0-0 53.7%  1000   73.6  73.0  66.6  81.5   3.4
  9. 126.Red-80-58-91.staticIP.ri 52.0%  1000   68.9  68.8  67.6  73.2   0.5
 10. 201.Red-79-153-14.dynamicIP. 82.0%  1000  129.2 127.4 121.7 142.3   3.8

I already contacted Hetzner and they told me:

the issue starts outside of our infrastructure on the hop ' 5.
Xe10-2-0-0-grtpartv2.red.tel' and ' 7.|-- xe-1-1-0.r2.bb-fo.lon3.vr'. Please try
to contact them for this issue because we can't influence this traffic.

Well, easy to say. How could I contact them? Anyone knows how should I proceed? Who are "them" and how can they be contacted?

Thanks so much

netlanbo


-------


Please let me know what can be done. None of my Spanish costumers can access Hetzner servers correctly.

Thanks

[netlanbo]

I kindly asked for more help to Hetzner. Let's see if they can do something further :-(

[netlanbo]

Well, I'm alone in this. I got a reply from Hetzner:

we regret to say that we can't do anything in this case because this is no peering
partner from us. Please contact them with your details and check if they can help
in this case.

They are washing their hands out of the problem since the problem is not in their network. I'm alone. In any case this is affecting many of their costumers (many of them which I recommended, BTW). I feel pretty bad about this situation.

Please, could anyone tell me how could I proceed from now? Who are the people I should contact?

Who are these guys? ->

Xe10-2-0-0-grtpartv2.red.tel' and ' 7.|-- xe-1-1-0.r2.bb-fo.lon3.vr'

Thanks so much

[skywin]

For now the problem has been solved for us.

[netlanbo]

Yup. It's working normally now.

Did you also have the same problem skywin?
Where are you based?

[skywin]

Yes, Im from spain.