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Dropped packages when connecting to Hetzner robot.your-server.de and servers

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Dropped packages when connecting to Hetzner robot.your-server.de and servers

We noticed that connection from Xfinity in San Francisco to Hetzer hosted websites is very slow.  Hetzner is a web hosting provider and data center operator based in Germany.

Hetzner is saying that Xfinity needs to fix the problem so I'm trying to get some help here. We are not networking experts. 

 

We ran MTR between my mac and robot.your-server.de (that is Hetzner console) and the problem seems to be in connection between as6453 (Tata networks) and Hetzner.

The MTR output of connecting to their console (robot.your-server.de) is here.

 

Seems like 35% of packages are dropped. 

 

 1. 10.0.0.1                                                                0.0%    74   13.0  11.1   1.1  16.5   2.3
    96.120.88.129
 2. 96.120.88.129                                                           0.0%    74    8.0  11.6   8.0  21.0   2.6
 3. 68.87.199.1                                                             0.0%    74   12.9  11.1   7.8  26.6   2.6
 4. po-2-rur01.sf19th.ca.sfba.comcast.net                                   0.0%    74   12.4  10.7   7.6  18.1   2.0
 5. be-211-rar01.santaclara.ca.sfba.comcast.net                             0.0%    74   11.6  13.3   9.0  27.5   3.1
 6. be-3651-cr02.sunnyvale.ca.ibone.comcast.net                             0.0%    74   12.3  14.1   9.9  18.6   2.1
 7. be-11083-pe02.529bryant.ca.ibone.comcast.net                            0.0%    74   13.5  12.8   9.4  17.4   2.0
 8. ix-xe-1-3-0-0.tcore1.pdi-palo-alto.as6453.net                           0.0%    74    9.8  14.0   9.7  29.0   4.0
 9. if-ae-2-2.tcore2.pdi-palo-alto.as6453.net                               0.0%    74  163.9 160.3 156.9 170.9   2.4
10. if-ae-5-2.tcore2.sqn-san-jose.as6453.net                                0.0%    74  153.4 152.0 148.5 160.2   2.2
11. if-ae-1-2.tcore1.sqn-san-jose.as6453.net                                0.0%    74  159.9 160.4 156.9 170.8   2.8
12. if-ae-12-2.tcore1.nto-new-york.as6453.net                               0.0%    74  156.7 157.3 153.8 176.2   3.3
13. if-ae-20-2.tcore2.l78-london.as6453.net                                 0.0%    74  151.0 152.5 148.7 159.2   2.4
14. if-ae-14-2.tcore2.av2-amsterdam.as6453.net                              0.0%    74  161.2 160.4 157.2 181.4   3.1
15. if-ae-2-2.tcore1.av2-amsterdam.as6453.net                               0.0%    73  151.2 152.1 148.8 161.1   2.3
16. if-ae-6-2.tcore1.fnm-frankfurt.as6453.net                               0.0%    73  158.8 160.7 157.3 179.8   3.8
17. if-ina-2.tcore1.fr0-frankfurt.as6453.net                                0.0%    73  152.0 152.4 149.2 167.2   3.2
18. if-ae-45-2.tcore1.fr0-frankfurt.as6453.net                              0.0%    73  159.6 160.9 156.7 183.2   4.2
19. 195.219.219.10                                                         37.0%    73  193.7 190.4 181.5 213.7   6.6
20. core11.nbg1.hetzner.com                                                11.1%    73  184.4 180.0 177.1 188.2   2.3
21. ex9k2.dc1.nbg1.hetzner.com                                             11.0%    73  179.1 180.6 176.5 194.9   3.0
22. 85-10-212-62.clients.your-server.de                                    36.1%    73  190.1 189.1 183.4 200.4   3.2

 

 

 

Hetzner is saying that Xfinity needs to fix the problem.  Can somebody help here?


 

 

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New Poster

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

Same problem in CT connecting to Germany and Finland servers I've reported this about 4 times to support at xfinity as it keeps happening several months in a row. Xfinity promised to call me back but no one ever did.
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Expert

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

@gg3000  FWIW, the packet loss starts at hop 19 which is a Tata communications router in Germany. Not a Comcast problem. Their routing has no packet loss and their latency / RTT's are good.



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New Poster

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

I 100% understand this is a Tata Communication problem.

Is that are a way for Comcast to "ask" Tata Communication to check their core router? I understand that the problem is not caused by Comcast. But I'm not a customer of Tata Communication and I'm not sure how to reach them 😞

 

I hope they are willing to co-operate with you on this issue.

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Expert

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers


@gg3000 wrote:

 

Is that are a way for Comcast to "ask" Tata Communication to check their core router? I understand that the problem is not caused by Comcast. But I'm not a customer of Tata Communication and I'm not sure how to reach them 😞

 

I hope they are willing to co-operate with you on this issue.


I am not a CC employee so I can't answer authoritatively, but I would imagine that they could contact Tata. The problem would be getting the higher-ups in network engineering motivated to do so. These are basic levels of help / powercycle your modem (LOLLL) here in the forums.



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New Poster

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

Problem is happening again, can someone at comcast please work this out, it's absoultely insane that my cell phone gets a better connection to euro than Comcast.

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New Poster

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

And this time the problem is here: communication between comcast.net and palo-alto.as6453.net drops about 30% packages.

 

 

 1. 10.0.0.1 (10.0.0.1)                                                   0.0%   632    8.1   8.9   0.6  16.6   1.2
    96.120.88.129 (96.120.88.129)
 2. 96.120.88.129 (96.120.88.129)                                         0.0%   632    8.7   8.8   7.3  18.7   1.1
 3. 68.87.199.1 (68.87.199.1)                                             0.0%   632    9.2   8.8   7.3  16.1   1.1
 4. po-2-rur01.sf19th.ca.sfba.comcast.net (68.87.226.153)                 0.0%   632    7.8   8.8   7.4  17.6   1.1
 5. be-211-rar01.santaclara.ca.sfba.comcast.net (68.87.193.129)           0.0%   632   16.7  11.9   8.8  53.6   4.8
 6. be-3651-cr02.sunnyvale.ca.ibone.comcast.net (68.86.91.73)             0.0%   632   12.5  12.0   9.9  26.4   1.4
 7. be-11083-pe02.529bryant.ca.ibone.comcast.net (68.86.84.14)            0.0%   632   10.1  11.0   9.5  19.3   1.3
 8. ix-xe-1-3-0-0.tcore1.pdi-palo-alto.as6453.net (66.198.127.13)         0.0%   631   10.5  11.1   9.2  44.6   2.7
 9. if-ae-2-2.tcore2.pdi-palo-alto.as6453.net (66.198.127.2)             21.9%   631  174.1 173.7 172.1 181.8   1.3
10. if-ae-5-2.tcore2.sqn-san-jose.as6453.net (64.86.21.1)                23.3%   631  164.8 165.6 163.8 173.9   1.4
11. if-ae-1-2.tcore1.sqn-san-jose.as6453.net (63.243.205.1)              24.3%   631  173.8 173.7 171.6 190.4   2.2
12. if-ae-0-2.tcore1.nto-new-york.as6453.net (63.243.128.30)             23.5%   631  171.5 170.5 168.1 198.5   2.5
13. if-ae-20-2.tcore2.l78-london.as6453.net (80.231.130.120)             26.5%   631  166.6 166.5 164.4 197.9   2.8
14. if-ae-14-2.tcore2.av2-amsterdam.as6453.net (80.231.131.161)          24.2%   631  177.5 174.3 172.2 199.5   2.2
15. if-ae-2-2.tcore1.av2-amsterdam.as6453.net (195.219.194.5)            20.6%   631  164.7 165.5 163.6 173.8   1.3
16. if-ae-6-2.tcore1.fnm-frankfurt.as6453.net (195.219.194.150)          23.3%   631  174.2 174.4 171.5 207.4   3.7
17. if-ina-2.tcore1.fr0-frankfurt.as6453.net (5.23.30.17)                22.5%   631  165.8 166.1 163.8 228.2   4.0
18. if-ae-45-2.tcore1.fr0-frankfurt.as6453.net (195.219.50.20)           21.6%   631  172.6 174.0 171.5 210.3   3.8
19. 195.219.219.10 (195.219.219.10)                                      38.5%   631  193.2 196.3 188.5 298.9  13.8
20. core11.nbg1.hetzner.com (213.239.245.34)                             31.7%   631  181.0 183.9 179.2 239.5   9.0
21. ex9k2.dc1.nbg1.hetzner.com (213.239.203.214)                         33.4%   631  181.5 182.6 179.1 337.3   9.2
22. 85-10-212-62.clients.your-server.de (85.10.212.62)                   40.4%   631  191.6 193.2 189.8 208.5   2.0

 

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Expert

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

No it's not. The problem is Tata hops 8 & 9.



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Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

Thanks for the info. 

Are there any Comcast employees on this forum that can help? Can somebody in Comcast contact Tata Communications to check their core route?

 

 

 

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Expert

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

Don't know if it will help but you could try the Tata C.S. help number in Germany here;

 

https://portal.tatacommunications.com/wps/portal/NGP/ContactUs_Login/!ut/p/a1/jZBBc4IwEIV_Sw-5kqdFiL...

 

Good luck !!



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Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

Thanks.

 

May I ask why Germany? Is Tata Communication headquartered there?

 

The packages are dropped between palo-alto and san-jose so I'm assuming somebody here in California needs to check this. 

 

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Expert

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

O/k disregard. My bad. The problem starts before the trans-atlantic transport link. Google for Tata stuff like I did. Maybe you'll find a support link.



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Contributor

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

I'm having the same issue.

 

Traceroute has started…

traceroute to musicbrainz.org (138.201.227.205), 64 hops max, 72 byte packets
 1  10.0.1.1 (10.0.1.1)  14.052 ms  1.125 ms  0.971 ms
 2  96.120.89.169 (96.120.89.169)  124.018 ms  95.336 ms  89.167 ms
 3  be-10004-rur01.santaclara.ca.sfba.comcast.net (162.151.1.161)  16.207 ms  96.116 ms  100.722 ms
 4  be-232-rar01.santaclara.ca.sfba.comcast.net (162.151.78.253)  88.108 ms  102.521 ms  93.366 ms
 5  be-3651-cr02.sunnyvale.ca.ibone.comcast.net (68.86.91.73)  21.607 ms  14.118 ms  18.777 ms
 6  be-11083-pe02.529bryant.ca.ibone.comcast.net (68.86.84.14)  15.949 ms  43.866 ms  83.870 ms
 7  ix-xe-1-3-0-0.tcore1.pdi-palo-alto.as6453.net (66.198.127.13)  84.975 ms  26.403 ms  20.693 ms
 8  if-ae-2-2.tcore2.pdi-palo-alto.as6453.net (66.198.127.2)  163.160 ms  162.087 ms  160.882 ms
 9  if-ae-5-2.tcore2.sqn-san-jose.as6453.net (64.86.21.1)  165.472 ms  165.225 ms  226.701 ms
10  if-ae-1-2.tcore1.sqn-san-jose.as6453.net (63.243.205.1)  163.951 ms  162.914 ms  162.204 ms
11  if-ae-0-2.tcore1.nto-new-york.as6453.net (63.243.128.30)  154.657 ms  156.516 ms  154.797 ms
12  if-ae-20-2.tcore2.l78-london.as6453.net (80.231.130.120)  157.091 ms  212.937 ms  235.960 ms
13  if-ae-14-2.tcore2.av2-amsterdam.as6453.net (80.231.131.161)  279.758 ms  210.314 ms  289.993 ms
14  if-ae-2-2.tcore1.av2-amsterdam.as6453.net (195.219.194.5)  160.435 ms  167.149 ms  173.611 ms
15  if-ae-6-3.tcore1.fnm-frankfurt.as6453.net (195.219.194.78)  161.678 ms  160.718 ms  161.395 ms
16  if-ina-2.tcore1.fr0-frankfurt.as6453.net (5.23.30.17)  159.319 ms  165.370 ms  160.248 ms
17  if-ae-45-2.tcore1.fr0-frankfurt.as6453.net (195.219.50.20)  160.431 ms  163.029 ms  161.313 ms
18  195.219.219.10 (195.219.219.10)  154.234 ms  168.360 ms  154.903 ms
19  core23.fsn1.hetzner.com (213.239.229.74)  159.292 ms  221.737 ms  255.131 ms
20  ex9k3.dc8.fsn1.hetzner.com (213.239.229.138)  241.858 ms  167.191 ms  167.352 ms
21  *
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Expert

Re: Dropped packages when connecting to Hetzner robot.your-server.de and servers

Contact Hetzner. Your packets make it into their webspace but don't complete internally.



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