Unable to load certain website(s) and or videos

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I've Been Here Awhile
Posts: 4

Re: Unable to load certain website(s) and or videos

Just a followup:

1) I've also noticed the Android Google Play store won't install/update apps. Apple iOS app store is fine.

2) The issue appears to be IPV6 related. My Belkin router is apparently IPV4 only, and if I set it as an access point to the Roger router, things are working fine (on Android & iPad). On the Mac & PC I had to enable IPV6 support (which was tricky on Windows 10 as it didn't automatically resolve the gateway).

3) I still think there is a Rogers network side issue since these addresses are IPV4 accessible from other ISPs.

4) The CDN servers I mentioned in the previous post are still NOT accessible (can't PING them from Rogers network). But switching to IPV6, it seems YouTube sends me to different CDN servers so I'm good for now, but this is clearly a workaround and not a fix to the issue.
I've Been Here Awhile
Posts: 2

Re: Unable to load certain website(s) and or videos

I am having the exactly same problem here: not able to install/upgrade apps in Google Play Store, not able to play any Youtube videos. I also noticed the time out errors in Youtube while connecting to googlevideo.com in Firebug console. Had a chat with Rogers support but so far I haven't seen any fix yet.

Network Architect
Network Architect
Posts: 611

Re: Unable to load certain website(s) and or videos

We have received multiple over the week-end of users unable to load certain websites, especially Youtube and Google related servers.

 

We have made multiple changes to address these issues but it seems that some users are still affected.

 

If you are still experiencing an issue this morning, would you able to send a private message to @CommunityHelps with your cable modem MAC address so that our engineering team can investigate if there is a specific issue in your area.

 

Thanks

I've Been Here Awhile
Posts: 4

Re: Unable to load certain website(s) and or videos

No, I still cannot PING the servers I mentioned from the Rogers network:

 

ping r1---sn-gvbxgn-tvfl.googlevideo.com

PING r1.sn-gvbxgn-tvfl.googlevideo.com (209.148.210.12): 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

Request timeout for icmp_seq 4

 

I'm in the Waterloo area if that helps. Not sure how to PM on this site.

 

My YouTube is working now, but only because I coaxed it to use different CDNs by switching to IPV6...

 

Network Architect
Network Architect
Posts: 611

Re: Unable to load certain website(s) and or videos

Thanks.

 

To send a private message, click on the name @CommunityHelps and in the right hand side, you can click on the red box "Send this user a private message".

I've Been Here Awhile
Posts: 2

Re: Unable to load certain website(s) and or videos

PM sent.

I am in Kitchener-Waterloo area.
Resident Expert
Resident Expert
Posts: 6,149

Re: Unable to load certain website(s) and or videos

IPV4 and IPV6 traces to that site from West Ottawa:

 

Target Name: N/A
IP: 209.148.210.12
Date/Time: 2016-06-06 10:12:33 AM to 2016-06-06 10:13:01 AM

 

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1      12       0   0.0      0       2     0   [10.0.0.1]
2      12       0   0.0      8  180   32   [99.239.32.1]
3      12       0   0.0    12  186   33   [67.231.221.77]
4      12       0   0.0    15  147   32    van58-9-231-77.dynamic.rogerstelecom.net [209.148.231.77]
5      12       0   0.0    11  100   28    van58-9-231-70.dynamic.rogerstelecom.net [209.148.231.70]
6      12       0   0.0    10  166   28   [209.148.210.12]

 


Target Name: r1.sn-gvbxgn-tvfl.googlevideo.com
IP: 2607:f798:14:44::c
Date/Time: 2016-06-06 10:10:33 AM to 2016-06-06 10:11:18 AM

 

Hop Sent Err   PL%    Min Max Avg Host Name / [IP]
1        19     0      0.0      0       0       0   [2607:xxxx:xxxx:xxxx::1]
2        19     0      0.0      9  166      26  [2607:f798:80c:49::1]
3        19     0      0.0    11  135      21  [2607:f798:10:4c5d:0:672:3122:1073]
4        19     0      0.0       9   87      19   [2607:f798:10:4c00:0:241:5300:7230]
5        18   18 100.0       0      0        0   [-]
6        19     0      0.0     10   44      16   [2607:f798:10:2d6:0:2091:4823:1070]
7        19     0      0.0     10 165       22  [2607:f798:14:44::c]

 



I've Been Around
Posts: 1

Re: Unable to load certain website(s) and or videos

PM Sent

Network Architect
Network Architect
Posts: 611

Re: Unable to load certain website(s) and or videos

Our Network Operation team has implemented correction in the last couple of minutes.

 

I performed initial testing from Kitchener-Waterloo area (where most of the reports came from) and everything seemed back to normal. All Google / Youtube / Chromecast / Android services seemed to be operating normally.

 

If the issue persists, please reach out to @CommunityHelps with your modem MAC address so that we can investigate further.

 

 

Thanks

I've Been Here Awhile
Posts: 2

Re: Unable to load certain website(s) and or videos

I was referred to this page by @RogersHelps

 

We have a business account in downtown Toronto, and can not access videos from YouTube or Netflix although other video services like Vimeo work fine.

 

This has been ongoing since Wednesday June 1st, so this is the ninth day that these services have been out.

 

There's another Rogers business customer in our building having the same issue. This is not device specific, as it affects Windows (multiple browsers), OS X (multiple browsers)  iOS, and Android.

 

All the web content loads except for actual video. We ARE able to ping the googlevideo.com servers that operate as a CDN for YouTube...

 

Here's a traceroute done on one of those servers...

 

Tracing route to r1.sn-gvbxgn-tvfl.googlevideo.com [209.148.210.12]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     9 ms    10 ms     9 ms  99.252.64.1
  3    11 ms     9 ms    10 ms  69.63.242.113
  4    19 ms     9 ms    10 ms  69.63.252.225
  5    11 ms    13 ms    12 ms  69.63.248.233
  6    19 ms    22 ms    21 ms  van58-9-229-226.dynamic.rogerstelecom.net [209.148.229.226]
  7    17 ms    17 ms    17 ms  van58-9-231-66.dynamic.rogerstelecom.net [209.148.231.66]
  8    20 ms    26 ms    18 ms  69.63.253.174
  9    16 ms    16 ms    18 ms  209.148.210.12

Trace complete.

 

We've removed our internal network from the equation, as well as rebooted the modem today, after @RogersHelp sent us a DM saying that the problem was "resolved".