topic Re: connection problems in Broadband

connection problems

PeterS2 — Fri, 07 Apr 2023 11:38:03 GMT

Since moving to PlusNet, certain web site report that they cannot operate fully because I am not connected to the internet. However, I know that I am connected, because other sites operate quite normally. What is the most likely reason for this and how can I correct it?

Re: connection problems

jab1 — Fri, 07 Apr 2023 11:41:03 GMT

@PeterS2 Are these sites of a specific type? There is no reason why this should happen that I am aware of.

Re: connection problems

PeterS2 — Fri, 07 Apr 2023 12:03:52 GMT

Thanks, John

One important example is my Norton Internet Security account, where the problem is "partial", in that most facilities work OK, but for much of the time I cannot make use of my VPN because the site reports that it needs an internet connection for this (I know that it has a connection, because everything else in Norton seems to work with no problem.

Regards

Peter

Re: connection problems

jab1 — Fri, 07 Apr 2023 12:08:30 GMT

Peter, this sounds like a routing problem, but I can't be certain, and can't even attempt to check for you as (a) I wouldn't touch Norton with a barge-pole and (b) I am not on the Plusnet network. Is the VPN part of Norton, or a separate application?

Re: connection problems

PeterS2 — Fri, 07 Apr 2023 12:49:44 GMT

Thanks, John

The VPN is part of Norton. Other sites that report that they need an internet connection - when I'm definitely connected - are Microsoft Store and Microsoft games colection.

Peter

Re: connection problems

jab1 — Fri, 07 Apr 2023 13:01:06 GMT

Ah. I think I may have a possible (partial) answer here - Microsoft will expect to see a request from a UK IP address, if you are using a VPN, it quite possibly will see one from another country and block it accordingly, as a possible 'threat'.

A question for you - why do you use a VPN for normal browsing - it can, and will, introduce all sorts of complications?

Re: connection problems

PeterS2 — Fri, 07 Apr 2023 13:34:40 GMT

Thanks, John

Norton is currently saying that it cannot connect to the internet and its VPN is curently off, but I still can't connect to Microsoft store (it still says I need to be connected to the internet (when I know that I am!). This will perhaps have to remain one of life's little mysteries, but thanks for trying anyway. (It's not a major problem - most of the sites that I use frequently seem to work OK.)

Peter

Re: connection problems

jab1 — Fri, 07 Apr 2023 13:39:36 GMT

Beyond me, Peter. If you are browsing via a normal connection, something weird is going off here, and it is beyond my understanding.

Re: connection problems

Dan_the_Van — Fri, 07 Apr 2023 15:24:48 GMT

@PeterS2

A starting point for me would be to check with Norton online support, rather than asking questions here. Unless the member replying to you actually uses the product they can only give generic help regardless how helpful they are.

Re: connection problems

PeterS2 — Fri, 07 Apr 2023 17:35:07 GMT

Thanks, Dan

I've tried getting help directly from the Norton community and from Norton, but don't seem to be getting very far. Thanks for your response anyway!

Peter

Re: connection problems

Dan_the_Van — Fri, 07 Apr 2023 17:50:47 GMT

That's a bit disappointing 🙄

Have you tried reinstalling the app?

Re: connection problems

Champnet — Fri, 07 Apr 2023 17:54:28 GMT

Try disabling all occurrences of norton services from starting. Task Manager ->Startup

If there's a lot of entries make a note of them. Re-boot & see what happens..........