topic Re: Problem connecting to Mychart in Broadband

Problem connecting to Mychart

Pen1 — Thu, 01 Aug 2024 12:24:32 GMT

We have Plusnet Unlimited Fibre broadband. My local hospital uses an app/website called Mychart to send letters, appointments and test results. This worked fine until a month ago, since then I've been getting the message 'Safari Can’t Open the Page because Safari can’t establish a secure connection to the server...' or 'Safari couldn’t open the page because the server stopped responding'.

I've tried other browsers and devices on our wifi (mac, PC and iPhone) but I get the same type of message every time. By chance I found I could access Mychart using data instead of wifi on my phone and tethering my laptop to my phone - so the problem must lie with the wifi. I phoned Plusnet who said Mychart isn't being blocked by SafeGuard but didn't offer any further advice or a solution. Does anyone have any ideas on what might be causing this problem or how it could be fixed? Thanks for your help.

Re: Problem connecting to Mychart

MisterW — Thu, 01 Aug 2024 13:22:34 GMT

@Pen1

I don't have a Mychart account but just going through their website, selecting UK and picking an NHS hospital at random e.g Addenbrooks , I can certainly get to the login page https://mychart.addenbrookes.nhs.uk/MyChart/Authentication/Login? from my Plusnet connection.

Re: Problem connecting to Mychart

Pen1 — Thu, 01 Aug 2024 14:11:47 GMT

Thanks for your reply, it's good to know it works for Addenbrookes! My problem is with mychart.kch.nhs.uk - I can't access the login page - sorry, I should have said that.

Re: Problem connecting to Mychart

jab1 — Thu, 01 Aug 2024 14:18:06 GMT

Using your link in the above post, @Pen1 neither can I, and I'm not on PN, so going a totally different route, which suggests an error further down the line.

Re: Problem connecting to Mychart

Dan_the_Van — Thu, 01 Aug 2024 14:22:14 GMT

@MisterW

with a little research I found this page https://www.mychart.org/LoginSignup this details the health authorities that use this system

I can not connect to Guys and St Thomas or Kings College Hospital my chart login page, there may be more

The problem is a bit familiar, nslookup results, for the two above

mychart.kch.nhs.uk = 157.203.6.154

mychart.gstt.nhs.uk = 157.203.6.154

secure.nsandi.com = 157.203.60.156

Edit: mychart.kch.nhs.uk also resolves to 157.203.6.154

Re: Problem connecting to Mychart

jab1 — Thu, 01 Aug 2024 14:22:45 GMT

@Dan_the_Van Strange - I just tried an mtr trace to the given address and came to a stop at the 'ZYO' point.

Re: Problem connecting to Mychart

Pen1 — Thu, 01 Aug 2024 14:28:25 GMT

Thank you for this. What does it mean in layman's terms? Is there anything I could tell the hospital on their Mychart helpline? When I said I was having trouble the person I spoke to wasn't aware of any problems.

Re: Problem connecting to Mychart

MisterW — Thu, 01 Aug 2024 14:32:26 GMT

@Dan_the_Van I did wonder if it was related to the NS & I problem, the timescale seemed too co-incidental.

Obviously I was just lucky in picking Addenbrookes ( the top one ) which worked.

Like you , I can't get to Guys

@Pen1 this seems to be related to the problems with routing to N S & I. It would seem that some of the Mychart sites are hosted by providers on similar IP ranges to N S & I.

There was a routing problem reported around 4 weeks ago, at that time Plusnet put in a temporary workaround whilst N S & I and its provider investigated a permanent solution.

Is there anything I could tell the hospital on their Mychart helpline?

Very unlikely, if this is a related problem, they won't understand a word...

I'll prod the escalation in the SU space to confirm if this is a related problem.

Re: Problem connecting to Mychart

Pen1 — Thu, 01 Aug 2024 15:11:26 GMT

Thank you all

Re: Problem connecting to Mychart

pvmb — Thu, 01 Aug 2024 16:17:00 GMT

@Pen1 wrote:

Thanks for your reply, it's good to know it works for Addenbrookes! My problem is with mychart.kch.nhs.uk - I can't access the login page - sorry, I should have said that.

Neither can I.

It looks like a case of NS&I (plus Royal Mail) all over again!

Re: Problem connecting to Mychart

jab1 — Thu, 01 Aug 2024 16:20:39 GMT

Or, they haven't sorted it out - I still think there is a broken link in the chain.

Re: Problem connecting to Mychart

mystreet1 — Thu, 01 Aug 2024 17:46:40 GMT

Wonder if it is anything to do with the cyber attack that both these hospitals had in early June

Re: Problem connecting to Mychart

jab1 — Thu, 01 Aug 2024 17:51:13 GMT

@mystreet1 When it also seems to affect NS&1 and (reportedly) Royal Mail, and has only recently surfaced?

Re: Problem connecting to Mychart

Pen1 — Thu, 01 Aug 2024 19:40:41 GMT

I think the recent hack that caused appointments and operations to be cancelled at south London hospitals was on Synnovis, a pathology laboratory which processes blood tests on behalf of the NHS - I wouldn't think that would affect Mychart, would it?

Re: Problem connecting to Mychart

jab1 — Thu, 01 Aug 2024 19:47:22 GMT

@Pen1 - No, it wouldn't.

Re: Problem connecting to Mychart

Markuk — Wed, 07 Aug 2024 18:20:26 GMT

I’m also having trouble connecting to the King’s MyChart app and website as well as two other family members - 3 separate plusnet connections with the same issue. Not an issue with the device as dropping WiFi and connecting over mobile data is fine. Not safeguard either, as that is turned off on some of these connections.

Re: Problem connecting to Mychart

Pen1 — Wed, 07 Aug 2024 19:50:51 GMT

Sounds like the same problem I have. I've reported it to the KCH Mychart helpline number and I'm also emailing them.

Re: Problem connecting to Mychart

TonyRob — Tue, 15 Oct 2024 19:37:25 GMT

Hello MisterW,

Was you able to escalate this within Plusnet/BT?

I have the same problem.

Not able to connect with KCH MyChart using PlusNet or BTnet. (mychart.kch.nhs.uk)

Can only connect by mobile using 4G

My son has done some investigation and says

"Core network routing issue between BT’s infrastructure and their infrastructure (Zayo).

See the attachment

LHS screenshot is on a PlusNet VDSL connection, RHS screenshot is on a BTnet 1Gig Leased Line.

Pinging the MyChart attempt stops again at 157.203.6.154, similar to the NSI and Royal Mail problems.

It looks like this is something that the right techies need to sort out between Plusnet/BT and the KCH provider.

Help please!

Re: Problem connecting to Mychart

MisterW — Wed, 16 Oct 2024 08:01:52 GMT

@TonyRob I've re-prodded the escalation but my understanding was that it had been resolved ?

Re: Problem connecting to Mychart

Pen1 — Wed, 16 Oct 2024 12:45:14 GMT

mychart.kch.nhs.uk is still not working for me