[s3bubble]

Hi All,

I have setup a forum post that lists my full support conversation with Media Temple so you can see my frustration, and know exactly were we are at.

https://s3bubble.com/forums/topic/media-temples-response-about-isp-blocking-our-ip-stopping-videos/#post-25251

Best Regards

Sam

[s3bubble]

Hi All,

I have setup a forum post that lists my full support conversation with Media Temple so you can see my frustration, and know exactly were we are at.

https://s3bubble.com/forums/topic/media-temples-response-about-isp-blocking-our-ip-stopping-videos/#post-25251

Best Regards

Sam

[s3bubble]

Hi Samuel,
That UCE protect blacklist should only be used for email, but I wouldn’t be entirely surprised if someone was using it for something else. In this case since we can connect to your users but not the other way around it seems unlikely that this is related.
I see you got a response from Internap, oddly my ticket with them is still under investigation. The last intermediate ISP NetDC is asking if they can do a webex session with you. Let me know if you are ok with this and I will pass on your contact email for them to get a hold of you.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Hi Michael,

Could it be something to do with this if you a test on

http://whatismyipaddress.com/blacklist-check

For our ip 216.70.112.79

There are some people blacklisting our ip?

[s3bubble]

Here is the latest response from internap below…

Hello,

Internap put filters up on our customer’s interfaces and there is no ACL
on the interface that 216.70.112.79 is routed to.

If you have any questions or concerns please contact us at
noc@internap.com or call 877-843-4662.

Thank you.

Brent Morrison

NOC Engineer T1

[s3bubble]

Hi Michael,

Any updates on this?

Internap response.

Hello Sean,

To begin troubleshooting we will need to determine whether S3 Bubble is an Internap CDN customer. If they have been troubleshooting with us the past couple of weeks a ticket should have been opened. This number would be listed in the subject line of one of our responses.

If there is no ticket number the best way to determine who the customer is is for them to provide a domain name for the CDN account.

If you have any questions or concerns please contact us at
noc@internap.com or call 877-843-4662.

Thank you.

Brent Morrison

NOC Engineer T1

Softlayers response

Hi there. I’ll escalate to our Customer Service team. They will likely be in touch with you directly, but if not, you’ll hear from me again with updates. Stay tuned!

Fayza A. Elmostehi
Manager, Social Media

SoftLayer, an IBM Company

[s3bubble]

Hi Samuel,
Currently we are awaiting results of an investigation from Internap.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Sam:

Hi Michael,

I have also started to tweet softlayer to hopefully get more information.

@SoftLayer @Internap Really need help our api is being blocked on some of our customers websites. http://t.co/uVmO8HqvzR

— S3Bubble Cloud Media (@s3bubble) July 19, 2015

Thanks

[s3bubble]

Sam :

Hi Michael,

Here is a response from on of our customers hosts site5.

[NQMC-82144]: “network error”
Charles
Charles’s Bio
Tell us how we are doing:

Good Bad
Hello Sean,

I’m afraid I don’t understand their recommended solution. The DNS is reporting the correct IP address for your site. If you can provide a short explanation for how their plugin works or which host they need to contact from your site, we can investigate further. We do restrict many ports with our software firewall so perhaps there is an unusual port they’re communicating over that is blocked by our system.

Any further information your plugin developer can provide regarding their communication block or the hosts that are attempting to contact your site, we can investigate further. Thank you for your cooperation and patience with this matter.

Thanks,

Charles H.
Technical Support Specialist, Site5.com

Ticket Details
===================
Ticket ID: NQMC-82144
Department: Level 2 Support
Status: Awaiting Customer Reply

[s3bubble]

Sam :

Hi Michael,

Thank you i am keeping everyone aware of progress at this post.

https://s3bubble.com/forums/topic/my-videos-just-stopped-streaming/#post-25024

So hopefully they will start to contact softlayer i know what they are all going to say tho that they have already contacted their hosting providers which are.

Tsohost
Site5
GoDaddy

Not sure they will know what softlayer is

[s3bubble]

Samuel,
Good news, I got a response from Softlayer just as I sent you that last correspondence. They are seeing the same issue from their end and they believe the issue is within Internap. They have looped in Internap as well since they are direct customers of Internap so hopefully something will be discovered.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Samuel,
I’m still waiting to hear back from the other ISPs, they tend to not be very good about responding to these kind of inquiries if at all. It would be helpful if the customer you’re working with can open a support request with Softlayer about not being able to reach your service. They will be more responsive to one of their actual customers rather than requests from other service providers.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Sam:

Hi Michael,

Thats great seems like we are narrowing this down cant wait to find out why they are blocking us.

Thanks

[s3bubble]

Hi Samuel,
Ok, I’ve reached out to Softlayer (your customer’s ISP), Internap (Intermediary ISP), and NetDC (Intermediary ISP). One of them is filtering things, and I’m hoping I get a quick response from them. It is out of our control at this moment, but hopefully these ISPs will be responsive and allow us to track down whatever is blocking your customers from reaching you.

Best Regards,

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[s3bubble]

Samuel,
Thanks for your patience. I took a look at things and I can confirm that while we can access their site from our network, they cannot access your site from their network. In fact it appears they possibly cannot access anything in that datacenter. This suggest there is something blocking net connections initiated from their network. I can assure you MediaTemple is not doing this blocking.

From your traceroutes the commonality appears to be either Softlayer, Internap or NetDC ISPs. I’ve spoken with NetDC and they claim they are not filtering anything. We have also reached out to softlayer but have not heard back from them. What would help narrow this down if we can run another script like you did earlier

Michael H.
Customer Support
(mt) Media Temple
877-578-4000
310-564-2007

[Author]

Posts