topic Re: Can't connect to plus.net in Broadband

Can't connect to plus.net

DandD — Wed, 17 May 2023 08:28:49 GMT

Hi, Help please. This morning I tried to access Plus.net from my Windows 10 PC and failed. Never had this issue before. Got this message from MS Edge:

Hmmm… can't reach this page

The connection was reset.

Re: Can't connect to plus.net

adamwalker — Thu, 18 May 2023 15:39:29 GMT

That's really odd, we're not aware of any issues that happened yesterday.

Did/does the same thing happen on other devices if you have any and is it still the same after you try deleting your browser's cache of cookies and temporary internet files?

Adam

Re: Can't connect to plus.net

stephen1510 — Wed, 24 May 2023 09:50:17 GMT

I have the same problem on Windows 11.

Tried four different browsers, as well as clearing caches.

It's OK on Mobile Data, but not when going through the router.

Obviously I can connect to community.plus.net

Re: Can't connect to plus.net

James30 — Wed, 24 May 2023 11:28:51 GMT

@stephen1510 - Daft connection but can you check the date and time is correct at the bottom. Also have you tried another device on Wi-Fi like your phone?

Re: Can't connect to plus.net

stephen1510 — Wed, 24 May 2023 13:43:04 GMT

I checked all of that before I posted.

So, reset the plusnet router. Now I can access plus.net from my Windows 10 PC (ethernet) and my mobile (wifi) but still not from my Windows 11 PC (ethernet). Tried a reboot but still no joy.Temporarily disabled anti-virus - same problem.

At least I have some means of accessing my account now. Very puzzled though, as no other site gives me a problem. Can't think what to try next.

Re: Can't connect to plus.net

James30 — Wed, 24 May 2023 14:57:31 GMT

Got you. Without stating the obvious then, it's got to be a computer issue that perhaps other users can help with? There's plenty of places the issues could be, I've seen strange issues where the server is blocking your IP bit that can't be the case if it's working on another pc through your router.

We're looking at cookies, cache, extensions, VPN'S, proxy settings, antivirus and firewalls. I could think of a scenario where other network tech giving out duff DHCP address namely the DNS address do you have boosters, powerline adapters, switches connected any ware on the network wirelessly or wires?

Is it the exact same error message "ERR_CONNECTION_RESET" you get, perhaps you could screenshot MS edge showing the URL and the error page?

What happens when you try to access Plusnet with it's IP by paste 212.159.9.2 instead of plus.net into the address bar?

Re: Can't connect to plus.net

stephen1510 — Fri, 26 May 2023 10:50:21 GMT

Yes, really strange that this is the *only* site that gives me this problem.

Tried using the IP address. Firefox screenshot attached.

Edge, Chrome and Opera give a similar error - Connection Reset

No proxy is used. Disabled AV and firewall. No difference.

Re: Can't connect to plus.net

stephen1510 — Fri, 26 May 2023 10:55:53 GMT

More info

Tried

ping 212.159.9.2

request timed out

Then

tracert 212.159.9.2

gets as far as 84.93.232.58.plus.net and then times out

Re: Can't connect to plus.net

James30 — Fri, 26 May 2023 11:40:58 GMT

And we're sure it's working on another device on same router and no cashed or saved perhaps?

Re: Can't connect to plus.net

Dan_the_Van — Fri, 26 May 2023 12:03:11 GMT

@stephen1510

212.159.9.2 will not respond to ping or traceroute

In a windows power shell try Test-NetConnection 212.159.9.2 -Port 443

You should get the following if the test works

ComputerName : 212.159.9.2
RemoteAddress : 212.159.9.2
RemotePort : 443
InterfaceAlias : <This will be WiFi or Ethernet>
SourceAddress : <your PC IP Address>
TcpTestSucceeded : True

HTH, Dan

Re: Can't connect to plus.net

stephen1510 — Fri, 26 May 2023 12:18:09 GMT

Yes that Powershell command works fine on my Win11 PC.

Tried again to connect to plus.net on my ethernet Win10 PC, and a Win10 laptop connected by wifi.

Cleared browser cache, restarted browser. Connects OK on both.

One odd thing on these, is that the plusnet homepage comes up, then goes blank and then re-appears. Don't know if that is normal as I can't try on a different router atm.

Re: Can't connect to plus.net

Townman — Wed, 31 May 2023 11:03:53 GMT

Take a look at this - Fix err_connection_reset in Windows 11 & 10 Like This (windowsreport.com)

Is there a VPN involved here?

Re: Can't connect to plus.net

stephen1510 — Wed, 31 May 2023 15:48:48 GMT

So, I've been away for a few days with the Win11 PC turned off.

Started it up and I was able to access plus.net

Tried again a few minutes later and I had the error message again.

It must be something that gets loaded during startup ...

I had already uninstalled BitDefender so knew it wasn't that.

I have NordVPN, but had the message even when not connected to their servers.

Decided to uninstall NordVPN and restart the PC.

Able to connect to plus.net straight away and some time later. Hooray!

Re-installed NordVPN, rebooted and so all is working as it should be. I really don't understand why that program should have caused a problem with just that one website.

Thanks for the link about VPNs I'll take a look at that.

Re: Can't connect to plus.net

Townman — Wed, 31 May 2023 15:56:10 GMT

The link is not about VPNs, but the issue you experienced ... which points to VPNs as a potential culprit.

Seems that it might have been the cause of your issue. The fact that it now works after reinstallation does not mean that it was not the issue. A clean reinstall can work wonders.

Re: Can't connect to plus.net

stephen1510 — Wed, 31 May 2023 18:00:34 GMT

Very interesting article. I had tried most of the possible solutions that are suggested there.

In the end, it was just a question of applying a bit of logic; it had to be something on just this particular PC and only kicked in shortly after a boot.

Funny that it was plus.net that I couldn't access, being my current internet provider.

Anyway, thanks to everyone for their input.

I hope my experience will help anyone in a similar position.

Re: Can't connect to plus.net

Evidently-PNet — Wed, 14 Jun 2023 12:57:39 GMT

I have the same problem.

This is my error message.

Hmmm… can't reach this page

The connection was reset.

Try:

Checking the connection
Checking the proxy and the firewall
Running Windows Network Diagnostics

ERR_CONNECTION_RESET

I think it might be related to NordVPN.

However it might be related to my computer.

I can still access the plusnet wenbsite on my previous PC, however cannot connect on my new PC.

If I google 'Plusnet', and take any link for Plusnet, I get that error message.

Re: Can't connect to plus.net

Townman — Wed, 14 Jun 2023 15:27:17 GMT

Have you followed the other user's experience as reported in post #13 and uninstalled NordVPN?

Re: Can't connect to plus.net

DandD — Fri, 23 Jun 2023 11:05:48 GMT

Well, mystery never solved. After trying all the workarounds, reboots, safe mode etc nothing worked. All other websites were OK. Went out for a while, came back and PlusNet worked just fine.

Thanks everybody.

Re: Can't connect to plus.net

Townman — Fri, 23 Jun 2023 12:03:56 GMT

Safe mode was unlikely to help unless that ensured that the NordVPN was not enabled.

Did you uninstall and reinstall NordVPN?

Probabilities are that NordVPN fixed an issue they had found.

Re: Can't connect to plus.net

Evidently-PNet — Tue, 04 Jul 2023 11:15:12 GMT

Yeah thanks for pointing out the findings of this thread, to uninstall NordVPN. Then access the Plusnet website, and reinstall NordVPN.

I had rerad that already having read the whole thread. I tried that and could access the Plusnet website when NordVPN was uninstalled. However as soon as I reinstalled NordVPN, I could not longer access the Plusnet website.

I still have my old computer, so could use that if needed. I had used the Plusnet website before ever installig NordVPN. I had no probleming accessing the Plusnet website after installing NordVPN on that computer.

However today I tried an idea I had a few days ago. Simply exit/close the NordVPN app. This should be different to disconnecting from NordVPN. Simply disconnecting from NordVPN does not work, as this thread explains.

I figured on this approach of turning off the NordVPN app, because uninstalling and reinstalling is a pain. It's quick enough to do the software, but setting up all my split-tunneling executables is a pain. I never want to have to do it again unless necessary. E.g. like Steam for instance or Ubisoft Connect.

Et voila, exiting/closing down the NordVPN app works. I went into task manager > tab Apps > right clicked on NordVPN, and End Task.

Now I can access the Plusnet website.

I have for now restarted the NordVPN app, and am still able to acess the Plusnet website. After rebooting my PC it may reolve back to me not being able to access the Plusnet website. However since it's an easy fix to be able to access the Plusnet website again, it's all good.