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pauleden66
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Message 11 of 28
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Re: 123-reg webmail slow loading

OK, tried that and the page still loads really slowly. We even had a brand new phone in the house and tried using that, still very slow.

Let me add some clarification here; the loading of the very first page is slow, but then all subsequent page loads of the webmail client at 123reg are fast.

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Message 12 of 28
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Re: 123-reg webmail slow loading

Hi pauleden66,

Thanks for the update and the continued testing. I'd usually expect to see a culprit for the issues by this point, but this remains a bit of a strange one, especially since subsequent pages are loading correctly.

I'm satisfied it's not your browser or device(s), since you've tried so many.

I'd like to know what's different about the site loading from your VM connection, and from mobile data. Would it be possible to post traceroutes to webmail.123-reg.co.uk from both your VM connection, and when using mobile data please? I'd like to see if there are any differences in the routes being taken, to see if that explains the slow load.

Kev

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pauleden66
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Message 13 of 28
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Re: 123-reg webmail slow loading

EE 4G LTE.

Tracing route to webmail.123-reg.co.uk [64:ff9b::5e88:28a1]
over a maximum of 30 hops:

  1     3 ms     3 ms     3 ms  2a01:4c8:42a:9ef3:4d6:aaff:fe55:b18a
  2     *        *        *     Request timed out.
  3    84 ms   117 ms    83 ms  2a01:4c8:f800:c37::
  4   289 ms    43 ms   158 ms  2a01:4c8:f800:c00::1
  5    60 ms    32 ms    51 ms  2a01:4c8:f800:c02::4
  6   135 ms    27 ms    34 ms  64:ff9b::5e88:28a1
  7    89 ms    33 ms    26 ms  64:ff9b::5e88:28a1
  8    79 ms    27 ms    26 ms  64:ff9b::5e88:28a1
  9    73 ms    22 ms    24 ms  64:ff9b::5e88:28a1
 10    78 ms    27 ms    26 ms  64:ff9b::5e88:28a1
 11    79 ms    24 ms    25 ms  64:ff9b::5e88:28a1
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14    85 ms    56 ms    33 ms  64:ff9b::5e88:28a1
 15    80 ms    32 ms    33 ms  64:ff9b::5e88:28a1
 16    86 ms    34 ms    36 ms  64:ff9b::5e88:28a1
 17    64 ms    39 ms    40 ms  64:ff9b::5e88:28a1
 18     *      138 ms    32 ms  64:ff9b::5e88:28a1

Trace complete.

 

From VM

Tracing route to webmail.123-reg.co.uk [94.136.40.161]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3    73 ms    65 ms    19 ms  watf-core-2a-xe-1110-0.network.virginmedia.net [80.3.1.73]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    12 ms    19 ms    10 ms  brnt-ic-1-ae0-0.network.virginmedia.net [62.254.42.198]
  7    11 ms    14 ms    15 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
  8    15 ms    15 ms    14 ms  213.46.174.118
  9    12 ms    22 ms    16 ms  nsfocus-ic-320898-ldn-b4.c.telia.net [80.239.194.97]
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12    19 ms    21 ms    22 ms  ae1.dr-master.ld5.core.heg.com [87.230.114.218]
 13    31 ms    19 ms    19 ms  xe-2-0-1.dr-slave.ld5.eng.webfusion.com [109.104.95.230]
 14    23 ms    27 ms    20 ms  te1-3.cr01.ld4.eng.webfusion.com [109.104.95.225]
 15    19 ms    19 ms    19 ms  cr4-ld4.core.webfusion.com [109.104.95.142]
 16    20 ms    21 ms    24 ms  94.136.40.161

Trace complete.

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Forum Team
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Message 14 of 28
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Re: 123-reg webmail slow loading

Hello pauleden66

 

Thanks for that, nothing amiss there the routing is looking good, all we would do is deliver the packets. I wonder if it is worth having a word with 123-reg to see if they have any ideas. The page itself may be a bit slow https://developers.google.com/speed/pagespeed/insights/?url=https%3A%2F%2Fwebmail.123-reg.co.uk%2F

however that would not explain the difference you noticed on the two different networks.

 

Thank you

Nicola

Virgin Media Forum Team
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southwest1
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Message 15 of 28
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Re: 123-reg webmail slow loading

I can confirm this is a problem with Virgin's service.

I have tested on different ISPs. This page loads much faster (instantly) on 2 other ISPs

https://webmail.123-reg.co.uk/login/

And just to confirm it's not related to my or the original poster's hardware, I have seen the problem at 2 separate houses with Virgin Media. So that's now 3 people with the same issue.

I hope you can see that proves the problem is at Virgin Media?

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pauleden66
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Message 16 of 28
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Re: 123-reg webmail slow loading

Thanks for that, southwest1. I fear that Nicola and the team at VM are running out of ideas when asking me to speak to 123 reg.
I was wondering if you you see exactly the same issue as me. The login page loads up very slowly but all page loads after that (reading and deleting emails on their webmail system) are performed quite quickly?
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southwest1
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Message 17 of 28
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Re: 123-reg webmail slow loading

Yes, exactly the same issue.

You told them in your 1st post that the issue didn't occur with other ISPs, that should've been enough to tell them that the issue lies with Virgin but I rather than running out of ideas, they haven't really investigated properly. This needs to be escalated to L2/L3 support.

Your traceroute shows:

3    11 ms    13 ms    10 ms  watf-core-2a-xe-1130-0.network.virginmedia.net [80.3.1.93]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    15 ms    16 ms    12 ms  brnt-ic-1-ae0-0.network.virginmedia.net [62.254.42.198]

There are 2 timeouts there in the Virgin network so it's impossible to say there is no issue within Virgin and anyway, ping isn't everything. This issue needs to be escalated to resolve clearly.

 

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Superuser
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Message 18 of 28
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Re: 123-reg webmail slow loading

The timeouts are just the servers configured not to respond to ICMP echo timeout requests and do not indicate a problem. There is a good article on how to read Trace routes here

I just had a play with it myself .and found the site to be slow loading when using a VPN, but it loaded instantly disabling the VPN. Worth checking you are not using a VPN or proxy.

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pauleden66
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Message 19 of 28
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Re: 123-reg webmail slow loading

"worth checking"? Are you serious?
Given the level of knowledge that users have shown here, do you think it is likely we'd accidentally use a proxy or vpn?
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Superuser
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Message 20 of 28
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Re: 123-reg webmail slow loading

To diagnose a problem properly you need to look at all the possibilities, you never stated you were not using a VPN and I can't see how someone can use one "accidently"

The site loads instantly for me on a VM connection so it is not a generic VM problem.

Good luck in resolving your problem.

 

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