Web24.com.au Connectivity Issue Right Now?

There seems to be some connectivity issue with regarding to my VPS at Web24 (profiled at VPS AU here) right now. For my websites hosted there, the heading will load, and then part of the content, and then the browser will just stall there trying to fetch the rest of the page but they never arrive.

Web24 is coloc at Fujitsu data centre in Melbourne, and a quite traceroute check with mtr shows around 20-40% packet loss at Fujitsu data centre.

$ mtr -r www.web24.com.au
HOST: localhost                   Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. 192.168.1.xxx                 0.0%    30    0.3   0.3   0.3   0.7   0.1
  7. 0.so-0-2-0.XT1.SYD2.ALTER.NE  3.3%    30   19.2  22.4  17.6  73.6  11.2
  8. so-0-2-0.XR2.MEL1.ALTER.NET   0.0%    30   29.0  34.2  28.3 125.5  17.6
  9. 411.AT-6-0-0.GW4.MEL1.ALTER.  0.0%    30   87.0  35.5  29.2 104.3  16.6
 10. fuji865-mel-gw.aspac.custome 13.3%    30   32.9  50.6  31.5 231.3  47.9
 11. v13.csr02.nobp01.fujitsu.com 10.0%    30   33.9  34.0  31.6  38.9   1.8
 12.                23.3%    30   35.6  37.0  32.0  50.1   5.0
 13.                23.3%    30   34.2  35.3  33.3  38.9   1.4
 14. www.web24.com.au             23.3%    30   35.0  35.3  32.3  43.2   2.5

I have posted the same issue on Whirlpool Forums and so far we have got no response from the provider. Web24.com.au and their HSPcomplete panel are hosted inside the same network thus neither are working at the moment. I can’t even get onto the support page to get the contact details (lucky there is Google cache).

Not happy Jen. Have to wait and see… Maybe it is a sign that I need to go to sleep now 🙂

Update 9AM AEST 27 Feb

I got a reply back from Web24 support this morning detailing the communication between Web24, Fujitsu and their up stream providers. Great job! Some paraphrased details:

  • Packet loss issue identified at 10:15pm on 26 February, and later found out it was an upstream router issue.
  • Web24 has been working with Fujitsu and Verizon in identifying and resolving the issue, and by 1:18am 27 February, the main web24 site failed over to US network (very good idea).
  • All the traffic are routing through secondary links by 4:45am, and still waiting for feedbacks on primary provider.

Pingdom still reports my site was down until around 8:20am. This is the graph generated from Cacti:

Web24/Fujitsu Network issue

Note that the network does not appear to be down from 10pm onwards because the querying packets are small enough to get through. I guess network connectivity is going to be patchy this morning.