Virgin Media Community

[treacle]

I migrated over to 1Gb from 300Mb a week ago, and all was looking rosy until today.  Since midnight today I've not been able to connect to Webex or any of their servers or sites.  This is a massive issue for me as Webex tools are essential for my work.  All other sites I use seem fine, just webex.

If I connect a VPN (1.1.1.1 or my work VPN) I can connect no problem, but just using VM without the VPN it seems there is a routing issue.  

An example of ping and traceroute when it doesn't work here:

MacBookPro-13in ~ % ping mycwt.webex.com

PING global-nebulaij.webex.com (66.114.168.203): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

^C

--- global-nebulaij.webex.com ping statistics ---

5 packets transmitted, 0 packets received, 100.0% packet loss

MacBookPro-13in ~ % traceroute mycwt.webex.com

traceroute to global-nebulaij.webex.com (66.114.168.203), 64 hops max, 52 byte packets

 1  gateway (192.168. 1.1)  1.459 ms  3.256 ms  1.122 ms

 2  * * *

 3  haye-core-2a-xe-122-0.network.virginmedia.net (80.3.178.173)  11.493 ms  12.783 ms  9.739 ms

 4  * * *

 5  m686-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.174)  18.872 ms  13.714 ms  13.746 ms

 6  * * *

 7  us-nyc01b-rd2-ae-9-0.aorta.net (84.116.140.170)  90.806 ms  88.604 ms  84.132 ms

 8  us-was03a-ri1-ae-10-0.aorta.net (84.116.130.174)  88.899 ms  87.876 ms  88.883 ms

 9  4.68.39.141 (4.68.39.141)  89.124 ms  115.996 ms  90.525 ms

10  * * *

11  4.14.99.10 (4.14.99.10)  94.228 ms  90.513 ms  89.587 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

 and when it does work, via a VPN:

MacBookPro-13in ~ % ping mycwt.webex.com

PING global-nebulaij.webex.com (66.114.168.203): 56 data bytes

64 bytes from 66.114.168.203: icmp_seq=0 ttl=239 time=149.615 ms

64 bytes from 66.114.168.203: icmp_seq=1 ttl=239 time=148.722 ms

64 bytes from 66.114.168.203: icmp_seq=2 ttl=239 time=150.739 ms

64 bytes from 66.114.168.203: icmp_seq=3 ttl=239 time=147.654 ms

64 bytes from 66.114.168.203: icmp_seq=4 ttl=239 time=148.203 ms

^C

--- global-nebulaij.webex.com ping statistics ---

5 packets transmitted, 5 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 147.654/148.987/150.739/1.089 ms

MacBookPro-13in ~ % traceroute mycwt.webex.com

traceroute to global-nebulaij.webex.com (66.114.168.203), 64 hops max, 52 byte packets

 1  * * *

 2  5.253.114.17 (5.253.114.17)  13.973 ms  12.118 ms  10.196 ms

 3  * * *

 4  xe-0-3-1-0.a02.londen12.uk.ce.gin.ntt.net (192.80.16.82)  20.506 ms  16.765 ms  12.322 ms

 5  ldn-b1-link.telia.net (62.115.154.42)  13.454 ms  12.795 ms  13.606 ms

 6  ldn-bb4-link.ip.twelve99.net (62.115.122.180)  82.398 ms  85.493 ms

    ldn-bb1-link.ip.twelve99.net (62.115.120.74)  84.312 ms

 7  * * *

 8  nyk-b5-link.ip.twelve99.net (80.91.254.14)  89.786 ms  93.037 ms

    nyk-b5-link.ip.twelve99.net (62.115.115.1)  84.874 ms

 9  cisco-ic-346961-nyk-b5.c.telia.net (62.115.177.223)  85.260 ms  87.457 ms  87.851 ms

10  * * *

11  jfk10-wxbb-crt01-bu60.webex.com (64.68.116.44)  80.104 ms  87.430 ms  83.983 ms

12  jfk10-wxbb-crt02-bu10.webex.com (64.68.118.33)  82.610 ms  87.307 ms  85.231 ms

13  ord10-wxbb-crt02-te0-5-0-2.webex.com (64.68.117.250)  104.766 ms  108.655 ms  103.976 ms

14  ord10-wxbb-crt01-bu10.webex.com (64.68.117.253)  102.576 ms  108.962 ms  104.231 ms

15  sjc02-wxbb-crt01-bu101.webex.com (64.68.117.62)  152.412 ms  148.702 ms  147.776 ms

16  sjc02-wxbb-pe01-bu11.webex.com (64.68.117.97)  149.132 ms  149.261 ms  151.304 ms

17  sjc02-wxp00-gw02-po512-100.webex.com (209.197.223.163)  150.538 ms

    sjc02-wxp00-gw02-po522-100.webex.com (209.197.223.167)  148.552 ms

    sjc02-wxp00-gw01-po521-100.webex.com (209.197.223.165)  156.905 ms

18  * * *

It does feel a little bit like this thread which didn't get solved.  Any core network folks from Virgin want to comment on it? Routing issues leaving Level 3 networks in the US?

Thanks loads.

[tehwolf · Accepted solution]

---

@treacle wrote:

Any core network folks from Virgin want to comment on it? Routing issues leaving Level 3 networks in the US?

---

It looks like VM are passing the traffic correctly.. it might be worth putting your hub into modem mode, attaching just your computer to it via ethernet and trying the traceroute again - you will be issued a new IP address when you do this.. it may be that your IP address is on a blocklist.. also - see this from the webex support pages..

Spoiler

Verify that your IP address is not on the Bright Cloud or Talos bad IP list (both BrightCloud and Talos should be checked)
Note: You can find your public IP address by visiting https://www.whatismyip.com/

Bright Cloud:

1. Navigate to https://www.brightcloud.com/tools/url-ip-lookup.php#
2. In the Look up URL or IP field, enter your IP address.
3. Check I'm not a robot box and click Look up button.

Talos:

1. Navigate to https://talosintelligence.com/reputation_center/lookup?search=
2. In the Reputation Lookup field, enter your IP address and press Enter.

I take the same path through the network from hop 5 of your traceroute onwards, and it completes for me..  

Spoiler

Tracing route to global-nebulaij.webex.com [66.114.168.203]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 8 ms 8 ms 8 ms 62.252.112.129
4 * * * Request timed out.
5 * * * Request timed out.
6 15 ms 16 ms 35 ms 62.254.42.174
7 * * * Request timed out.
8 96 ms * 85 ms 84.116.140.170
9 92 ms 97 ms 97 ms 84.116.130.174
10 * 93 ms 100 ms 4.68.39.141
11 * * * Request timed out.
12 96 ms 99 ms 95 ms 4.14.99.10
13 * * * Request timed out.
14 108 ms 105 ms 93 ms 64.68.116.28
15 128 ms 122 ms 133 ms 64.68.117.217
16 162 ms 161 ms 158 ms 64.68.118.166
17 238 ms 155 ms 168 ms 64.68.118.200
18 183 ms 167 ms 158 ms 62.109.195.112
19 154 ms 161 ms 159 ms 64.68.117.101
20 155 ms 155 ms 154 ms 209.197.223.161
21 * * * Request timed out.
22 161 ms 155 ms 159 ms 66.114.168.203

Trace complete.

[treacle]

Thanks for the reply @tehwolf.

Being on a block list was what I was concerned about; but router is already in modem mode behind another gateway.

However it looks like this was resolved overnight, as its working fine for me today:

PING global-nebulaij.webex.com (66.114.168.203): 56 data bytes
64 bytes from 66.114.168.203: icmp_seq=0 ttl=237 time=157.338 ms
64 bytes from 66.114.168.203: icmp_seq=1 ttl=237 time=159.804 ms
--- global-nebulaij.webex.com ping statistics ---
2 packets transmitted, 2 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 157.338/158.571/159.804/1.233 ms

traceroute to global-nebulaij.webex.com (66.114.168.203), 64 hops max, 52 byte packets
 1  gateway (192.168.1.1)  2.192 ms  1.670 ms  1.588 ms
 2  * * *
 3  haye-core-2a-xe-122-0.network.virginmedia.net (80.3.178.173)  11.761 ms  16.804 ms  10.453 ms
 4  * * *
 5  m686-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.174)  36.776 ms  28.429 ms  12.243 ms
 6  * * *
 7  us-nyc01b-rd2-ae-9-0.aorta.net (84.116.140.170)  83.208 ms  83.459 ms  85.956 ms
 8  us-was03a-ri1-ae-10-0.aorta.net (84.116.130.174)  90.043 ms  92.795 ms  89.185 ms
 9  4.68.39.141 (4.68.39.141)  96.162 ms  101.293 ms  102.105 ms
10  * * *
11  4.14.99.10 (4.14.99.10)  102.085 ms  90.902 ms  90.946 ms
12  * * *
13  iad02-wxbb-crt01-bu60.webex.com (64.68.116.28)  97.938 ms  92.417 ms  94.998 ms
14  dfw10-wxbb-crt01-be103.webex.com (64.68.117.217)  119.262 ms  119.493 ms  119.340 ms
15  sjc02-wxbb-crt01-hu0-2-0-0.webex.com (64.68.116.33)  151.767 ms
    lax10-wxbb-crt02-be102.webex.com (64.68.118.166)  152.769 ms
    sjc02-wxbb-crt01-hu0-2-0-0.webex.com (64.68.116.33)  152.425 ms
16  lax10-wxbb-crt01-be10.webex.com (64.68.118.200)  149.172 ms
    sjc02-wxbb-pe01-bu11.webex.com (64.68.117.97)  151.494 ms
    lax10-wxbb-crt01-be10.webex.com (64.68.118.200)  148.788 ms
17  sjc02-wxp00-gw01-po511-100.webex.com (209.197.223.161)  152.380 ms
    sjc02-wxp00-gw02-po522-100.webex.com (209.197.223.167)  151.254 ms
    62.109.195.112 (62.109.195.112)  146.715 ms
18  * sjc02-wxbb-pe01-bu21.webex.com (64.68.117.101)  157.401 ms  148.323 ms
19  * sjc02-wxp00-gw02-po522-100.webex.com (209.197.223.167)  152.298 ms *

Thanks again 👍