Thursday, May 14, 2009

Problems accessing Google via Qwest DSL

UPDATE TO THE ORIGINAL POST @ 6:30 PM PST 05/14/09: Computerworld - Google suffers major failure Well it does look like there was an issue with Google today, though not everyone affected in the same way. My plan now is to develop a protocol for dealing with such outages by taking such steps as "Don't panic", take a deep breath, do a little more research before calling tech support, and wait it out if all practical. I still believe though that ISPs should have a better way of alerting their staff when such acute outages occur so that they can change the way they deal with end users who call in.


Sorry for throwing this entry up here, but I have been dealing with an ongoing problem, and I am trying to connect with others who have also been dealing with this same problem in the hope of getting to the root cause. I have been having problems with temporary outages to all Google services (search, GMail, Blogspot, etc.) via my DSL connection from Qwest. I am still able to access other sites when this problem occurs, it is only Google services that are affected.

So far the outages have occurred on the following days:
  • Tuesday, May 12, 2009 from Noon to 1:00 PM PST
  • Thursday, May 14, 2009 from 8:00 AM to 9:00 AM PST
  • Note: My location is in Seattle, WA. and because I am expecting more outages I will update this list as they occur.
For the first two outages I went through the steps of calling Qwest customer service and went along with the standard triage of my DSL router/modem. Of course checking the DSL router/modem didn't fix the problem, and only after a lengthy conversation with Qwest was I told that there seems to be a problem with accessing Google. In each case prior to calling Qwest I checked with friends via chat to see if they could access Google and they could. Some of the friends were in the Seattle area while others were out of state, but in all instances they were using ISPs other than Qwest for Internet access.

If you live in the Seattle area and are a Qwest customer, and you have been having trouble accessing Google, please leave a comment or send me an email. I have been trying to find out what has been going on, but Qwest hasn't been very helpful. One manager even went so far as to tell me to call Google at 650-253-0000 which was useless, since Google doesn't offer tech support. By the way, if you work for either Qwest or Google, and you know what is going on feel free to leave an anonymous comment.

Thanks ~ Jim


Anonymous said...

I've had the same problem on the same dates and I live in Eugene Oregon using Qwest DSL.

MIBA51 said...

Thanks for commenting. It's nice to know I am not alone with this problem. You may be interested in the comments come Qwest reps (one public, two anon) left on the Wordpress mirror of this blog:

Did Qwest put you through a triage of your modem? It would be nice if they would just say it's a known issue and avoid the whole configuration routine.

Hopefully this issue gets resolved. Feel free to comment any time. Cheers ~ Jim

Anonymous said...

Thanks for the info from Qwest. A friend, also in Eugene, is having problems with gmail. He notes that the "blocking" "has been random, but it has happened that my Gmail has been really slow to update my inbox. Also, at times, nothing shows up in my searches of archived."

We both use MAC's with Safari or Fire Fox - the problem exist with either browser

MIBA51 said...

You are welcome. I am running with XP and 2K, and when the outage happened I tried accessing Google with Firefox, IE7, and Opera, but was unable to access any Google site.

So from what you have posted, and from what I know of my systems, this is not an issue with my OS, or browser, and it definitely does not sound like it is isolated to my system. :-)

I think something is either going on with Qwest's DNS servers. It could also be a problem with Google Analytics. I have seen some posts about GA, but they were referring to the major outage last week, and not this roll outage we are seeing. Maybe they are related.

Cheers ~ Jim

Anonymous said...

The article at might be of interest.


MIBA51 said...

Excellent articles, thank you for posting them. I agree with the author of the first article that online companies need to improve their customer service in response to crashes such as Thursday's. Google did the right thing by stepping up and admitting the problem.

Also in that first article there was a link there was a link to a second article ( ) in which Google explains that the problem was a routing error. I am wondering if that is why some users such as you and I who use Qwest experienced the outage more than others.

As for today's outage mentioned in the second article you posted, I had no trouble accessing Google this AM, but I may have gotten online too late to notice it. ~ Jim