Unable to access some services despite Plusnet appearing to work

[#1]

Yes - resetting it frequently, as I have said, will be upsetting the DLM.

[#2]

Further to this, I tried the BT speed test site which works OK once and then stops. I get a whole lot of timeouts at the end.:

Tracing route to speedtest.btwholesale.com [213.121.32.215]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 
2 4 ms 4 ms 4 ms 172.16.19.219
3 * * * Request timed out.
4 7 ms 7 ms 7 ms 132.hiper04.sheff.dial.plus.net.uk [195.166.143.132]
5 9 ms 8 ms 9 ms core6-hu0-3-0-15.faraday.ukcore.bt.net [109.159.252.134]
6 8 ms 8 ms 7 ms acc5-hu0-2-1-0.faraday.ukcore.bt.net [62.6.201.61]
7 8 ms 8 ms 7 ms 194.72.7.165
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\mark>

[#3]

The  BT speedtest site is most likely not designed/intended to respond to ping requests - it is designed to test speeds.

[#4]

Looking at traceroutes and pings to diagnose broadband can be troublesome as we can't be sure that the server responds to them and if not responds to them all and also doesn't manage response times.

To simplify things can you run a speed test over ethernet with no other devices connected to the router but specifically no other networking tech like boosters and meshes and see if the issue persists?

[#5]

@James30 I specifically asked the OP to run a traceroute to Ocado to see if there was a hop with iffy timing. He is not suffering from a general speed issue, just a time-out problem on some sites.

[#6]

I ran the traceroute to Ocado and that worked fine. It's the pages beyond the basic front page that can be a problem and I can't get those to run on traceroute, presumably due to security issues. 

I also unplugged all other services from the router just leaving the main PC and that didn't make any difference.

Many thanks for all your help, I think I'll get our PC man in to see if he can sort it out.

[#7]

@seadog 

When you login from the main ocado.com site page, you are being redirected to accounts.ocado.com

for me ping accounts.ocado.com give me "Reply from 107.162.189.134: bytes=32 time=13ms TTL=246"

If you can ping a device then trace route is a waste of time, unless ping is not getting a reply or are high reply time

With traceroute intermediate hops may not respond to ping or if they do ping reply might have a low priority

For accounts.ocado.com traceroute I see

tracert accounts.ocado.com
Tracing route to p6ekqm.ocado.gslb.f5silverline.com [107.162.189.134]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.10.1
  2    10 ms    10 ms    11 ms  254.core.plus.net [195.166.130.254]
  3    11 ms    11 ms    11 ms  84.93.253.115
  4    12 ms    12 ms    11 ms  core1-BE1.southbank.ukcore.bt.net [195.99.125.130]
  5    11 ms    11 ms    11 ms  core5-hu0-0-0-26.faraday.ukcore.bt.net [195.99.127.68]
  6    12 ms     *        *     core6-hu0-7-0-35.faraday.ukcore.bt.net [62.6.201.247]
  7    10 ms    23 ms    10 ms  166-49-209-194.gia.bt.net [166.49.209.194]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10    14 ms    18 ms    15 ms  107.162.79.5
 11    13 ms    13 ms    12 ms  107.162.189.134

So the overall response time comparing ping and traceroute are the same

[#8]

Yes I get the same:

Reply from 107.162.189.134: bytes=32 time=9ms TTL=246
Reply from 107.162.189.134: bytes=32 time=9ms TTL=246
Reply from 107.162.189.134: bytes=32 time=8ms TTL=246
Reply from 107.162.189.134: bytes=32 time=9ms TTL=246

Ping statistics for 107.162.189.134:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 9ms, Average = 8ms