Been a VMB customer for three weeks, about one week ago the misses has complained facebook.com doesn't load on the PC & mobile app is patchy loading images. Much the same with Intagran. We also noticed WhatsApp images wouldn't load/download or upload within chats.
- Setup:
Hitron router in modem mode (192.168.0.1) (it's not really in true modem mode*)
Ubiquiti Dream Machine router (192.168.1.1)
- Troubleshooting:
rebooted Ubiquiti Dream Machine router, no change
rebooted Virgin Hitron router (business Virgin account), no change
re-routed traffic around DNS filter (Pi-Hole) to instead use Google by default 8.8.8.8 - 8.8.4.4, no change.
- Findings
mobile phones in house can also not load Facebook.com >> on Data they can
connecting to OpenVPN (NordVPN) PC can load Facebook FINE
connecting to OpenVPN (NordVPN) Android phone can load Facebook FINE
- Without VPN:
C:\Users\endle>NSLOOKUP
www.facebook.com
Server: dns.google
Address: 8.8.8.8
Non-authoritative answer:
Name: star-mini.c10r.facebook.com
Addresses: 2a03:2880:f158:82:face:b00c:0:25de
102.132.108.35
Aliases:
www.facebook.com
102.132.108.35 sits 'loading' in browser...
- Traceroute:
C:\Users\endle>tracert
www.facebook.com
Tracing route to star-mini.c10r.facebook.com [31.13.83.36]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 2 ms 1 ms 2 ms 192.168.0.1
3 * * * Request timed out.
4 10 ms 9 ms 8 ms basl-core-2b-ae16-0.network.virginmedia.net [82.2.244.133]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 33 ms 33 ms 24 ms 86.85-254-62.static.virginmediabusiness.co.uk [62.254.85.86]
9 24 ms 24 ms 25 ms 213.46.174.46
10 26 ms 26 ms 24 ms be2871.ccr42.lon13.atlas.cogentco.com [154.54.58.185]
11 32 ms 35 ms 34 ms be12489.ccr42.par01.atlas.cogentco.com [154.54.57.70]
12 51 ms 52 ms 53 ms be3324.ccr52.bio02.atlas.cogentco.com [130.117.2.65]
13 49 ms 51 ms 49 ms be3358.ccr32.mad05.atlas.cogentco.com [130.117.1.97]
14 53 ms 53 ms 55 ms edge-network.demarc.cogentco.com [149.14.101.74]
15 52 ms 51 ms 49 ms po104.psw04.mad1.tfbnw.net [157.240.44.189]
16 51 ms 53 ms 50 ms 157.240.38.225
17 52 ms 52 ms 53 ms edge-star-mini-shv-01-mad1.facebook.com [31.13.83.36]
re-runnung it again stops at [2] with Request timed out, which is odd, as that would be the Hitron router but i get varying resulting within seconds of each other.
C:\Users\endle>ping
www.facebook.com
Pinging star-mini.c10r.facebook.com [102.132.108.35] with 32 bytes of data:
Request timed out.
I'm not sure what to think i changed nothing on our network config at-all & all works fine via a VPN. I am not aware VMB even have a 'family' filter server, Web Safe, why would they? Hitron router is set to minimum firewall & no clear indications on the realtime logs is blocking.