Widespread Connectivity Issue Across Europe May Be Affecting SiteGround Customers

connectivity

Since approximately 2:00AM CET we started receiving multiple complaints from our European customers and site down reports. On some occasions clients were (and still are) unable to load SiteGround.com, but can access their own website or vice versa, or lose connection with any of our services.

SiteGround Servers and Network are UP

We initiated a network test for all our services to see if there were any problems with our own network or servers, but none were found. All SiteGround servers were and are up and running and there are no known issues with any type of hosting we provide.

Problem of Multiple ISPs Across Europe

However, the analysis of the situation showed that this was the start of a connectivity issue spread across Europe among multiple Internet Service Providers. So far we've noticed people using XS4ALL, Eir.ie, ritzbox.com.au, cyprusbroadband.net and others ISPs. The problem is rather major and multiple countries are affected as well - Ireland, Greece, Belgium, France, Sweden, Poland and more.

The ETA Unknown

Due to the nature of the problem, and the fact that it's completely outside our direct reach, we can't provide you with exact ETA when it will be over. Our admins are in constant contact with our datacenter and they are cooperating with different major ISPs to help them solve this as early as possible.

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13 Comments

  1. Reply October 16, 2015 / 04:42 GeorgeSiteGround Team

    I had no idea what was happening, so I have been trying to solve this on my own (thought my PC/router was at fault). I called my ISP in Greece and they knew nothing... Then i flushed my DNS, used alternative DNS servers, clear browser cache, used different browsers, used different PCs on the same network, restarted router, etc etc etc for hours without results! Then i decided to use "netsh winsock reset" in admin CMD and all was solved like magic. But after accessing siteground.com and reading for this EU-wide issue, i am not even sure if it was resetting winsock that did the trick. It could be just a coincidence, i.e. the EU-wide problem was fixed at the same time. Anyway, i thought i should post in case i help someone else.

    Remember, water and oxygen are way overrated! It is internet we need the most 🙂

    • Reply October 19, 2015 / 00:58 Hristo PandjarovSiteGround Team

      Well, the issue was with bigger cross-country providers, so your ISP is paying for the routes to someone bigger, and since it was a partial issue after all, they are probably not being informed.

  2. Reply October 16, 2015 / 09:04 maarten blokdijkSiteGround Team

    problems all day, but for now it seems to be solved. siteground.com is accessible

  3. Reply October 16, 2015 / 09:42 Andras KovacsSiteGround Team

    Not today issue. Unfortunately Siteground started to go down fast the slope. In the last couple of weeks the service become very unreliable and hectic. I'm on Grow Big and develop websites on my account and I experienced the speed problem during development process. 500 server erorr dozens of times a day. Sometime for half an hour. Siteground used to be a perfect hosting provider with fast and reliable services and great support. I was happy to refer them for my clients. Unfortunately it is changed in the last couple of weeks (1,5-2 month) with stability problems. :-(((

    • Reply October 19, 2015 / 01:27 Hristo PandjarovSiteGround Team

      As far as I can see from your ticket history you've had issues because you've tried to develop your site right at the same time we were migrating your server to the newer and better platform. Before that, I don't see any reported issues from you. Having 500 ISE errors dozens of times on a regular basis means that either there's something with your script, or your site needs more resources. Either way, please open a ticket in your Help Desk and provide my colleagues with detailed information regarding the issue so they can investigate and help you.

      • October 22, 2015 / 02:26 Davide MasseriniSiteGround Team

        Hello Hristo, I would like to say that I also had several 500 errors while developing a website on a growbig account. Probably Andras is a bit exaggerating, however his problem of several 500 errors page is something real so I don't think you should drop the responsability on the end user. There was something on your part. Now it seems ok.

      • October 27, 2015 / 02:00 Marina YordanovaSiteGround Team

        Hello Davide, it would help to know on which server your website is, in order to check if there was an unrelated server issue at that time.

  4. Reply October 17, 2015 / 08:43 AnnaSiteGround Team

    Hi,

    Any update on what caused this? My site was down for over 12 hours which is serious.

    • Reply October 19, 2015 / 00:57 Hristo PandjarovSiteGround Team

      Can't tell with certainty, multiple big Internet service providers had problems with their connectivity and routes. Everything seems to be resolved right now. SiteGround servers have been up and running without problems during the entire period.

  5. Reply October 18, 2015 / 11:04 BadanSiteGround Team

    Yes I have had the same issue here in Switzerland.
    But the next day it was working again normaly.

    • Reply October 19, 2015 / 00:55 Hristo PandjarovSiteGround Team

      Unfortunatelly, such issues happen even with the biggest ISPs out there. Thankfully everything seems to be working now.

  6. Reply October 21, 2015 / 12:03 DarrylSiteGround Team

    Confused as to how SG can blame this on the ISP's when there was no problem with other hosts aside from SG?

    • Reply October 27, 2015 / 01:48 Marina YordanovaSiteGround Team

      The routing problems emerged in certain European ISP networks, such as Eir.ie, Ote.gr, Ziggo.nl etc., and was resolved by these providers (peering to the affected network is shut down, traffic rerouted) as they personally claimed in the media.
      We did receive confirmation that customers of other data centers were also affected by the issue when using the same ISPs in Europe, so we can say with certainty that this was not a problem of SiteGround exclusively. Websites hosted on our servers were never offline during the connectivity issue. Both internal server monitoring and 3rd party website monitoring softwares (i.e. Alertra.com, Hidemyass.com etc.) were and can be used in the future to confirm that sites are up and running from different locations without issues. Although some customers were not able to access their own websites, the sites were live for users using different ISPs.

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