topic Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN in Broadband

Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Fri, 11 Apr 2025 13:26:46 GMT

Hi, I’m experiencing an issue where I can’t access a specific site from my home Plusnet broadband:

URL: https://webmail.cardonaldparishchurch.org.uk

Symptoms:

The site fails to load on all devices connected to my home Wi-Fi (laptop, phone, etc.)
I get DNS errors or “server not found” messages
However, it does load fine when:
- Using mobile data
- or connecting my laptop on a different network viz. church wireless
nslookup times out when run through Plusnet, even when using Google or Cloudflare DNS

Steps I’ve already taken:

Flushed DNS cache on PC
Tried Google (8.8.8.8) and Cloudflare (1.1.1.1) DNS
Rebooted the router
Tried different browsers and devices
Disabled antivirus/firewall
Connected via ProtonVPN (didn’t help)
Tried accessing on phone over Wi-Fi and mobile — works on mobile data only

This clearly seems like a DNS resolution or routing issue specific to Plusnet.

Can someone from the team please check:

If this domain is being blocked or misrouted by Plusnet?
If my current public IP is possibly blacklisted by the domain’s server?

I’d really appreciate help resolving this as the customer support agent asked me to take the community's help.

They are NOT TRAINED to fix DNS issues!

Thanks!

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Dan_the_Van — Fri, 11 Apr 2025 15:56:29 GMT

@cardonaldparish welcome to the forums

nslookup (I am using plusnet DNS)

nslookup webmail.cardonaldparishchurch.org.uk Server: UnKnown Address: 192.168.0.1 Non-authoritative answer: Name: webmail.cardonaldparishchurch.org.uk Address: 213.246.109.214

traceroute

C:\>tracert webmail.cardonaldparishchurch.org.uk Tracing route to webmail.cardonaldparishchurch.org.uk [213.246.109.214] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms 192.168.10.1 2 10 ms 9 ms 7 ms 250.core.plus.net [195.166.130.250] 3 9 ms 9 ms 8 ms 217.32.25.132 4 9 ms 8 ms 9 ms 109.159.255.40 5 10 ms 9 ms 10 ms 194.74.16.249 6 * * * Request timed out. 7 10 ms 10 ms 11 ms ae1-cr1.rdg.as29550.net [91.186.5.241] 8 11 ms 10 ms 10 ms ae0-cr0.rdg.as29550.net [91.186.5.246] 9 11 ms 11 ms 11 ms 213-229-127-137.static.as29550.net [213.229.127.137] 10 11 ms 11 ms 10 ms rdg2-v411.namesco.net [195.7.224.250] 11 10 ms 11 ms 11 ms server1.websites4christians.com [213.246.109.214] Trace complete.

I see the webmail login screen when I click on the supplied link

Have you enabled SafeGuard on your account?

Which Hub are you using

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

rbz5416 — Fri, 11 Apr 2025 16:00:00 GMT

No issue here using Plusnet default DNS servers.

Make a note of your public IP address & then power the router down for a couple of minutes. When it reboots, check the IP address has changed & try again.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Townman — Sat, 12 Apr 2025 09:54:32 GMT

They have changed their address - Cardonald Parish Church | Glasgow, UK | Church of Scotland

No ".uk" on the end.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

RealAleMadrid — Sat, 12 Apr 2025 10:14:19 GMT

@Townman The url for the webmail ending org.uk in the opening post is correct, I can access it.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Sat, 12 Apr 2025 10:36:29 GMT

Though I have not checked for the public IP address, we have tried rebooting the hub with a total shutdown for over 30 minutes. The primary issue is, none of the devices, when connected to the hub, are able to open that domain.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Sat, 12 Apr 2025 10:37:17 GMT

The email server has a different domain from the main website. The website has recently been moved onto a new domain as we are unable to get in touch with the ones who made the old website.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Dan_the_Van — Sat, 12 Apr 2025 11:00:10 GMT

@cardonaldparish

It is important to describe the issue correctly

Do you see the webmail login screen?

When I enter random username and password I see a message "Connection to IMAP server failed" in the bottom right corner of the screen

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Sat, 12 Apr 2025 11:35:36 GMT

Hi, appreciate your trying to help but I'm sorry, what details do you need?
I do not see anything but an error page.
That website doesn't resolve at all at our end when connected to the Plusnet hub. But if I use mobile data, it works fine.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Dan_the_Van — Sat, 12 Apr 2025 11:47:52 GMT

Be interesting to see the message nslookup gives

using the PC dns server

nslookup webmail.cardonaldparishchurch.org.uk

and forcing google dns

nslookup webmail.cardonaldparishchurch.org.uk 8.8.8.8

traceroute using the IP Address of the webmail site would prove there is a route via your router, and the router is?

tracert 213.246.109.214

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Sat, 12 Apr 2025 11:52:58 GMT

I have tried, with the help of ChatGPT, using 8.8.8.8 and it still doesn't resolve. Also tried using a VPN.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Dan_the_Van — Sat, 12 Apr 2025 12:06:24 GMT

Unless your router has a static IP Address, you may need to leave your router off overnight to refresh it.

So in a windows terminal enter this command

nslookup webmail.cardonaldparishchurch.org.uk 8.8.8.8

I see this result

C:\>nslookup webmail.cardonaldparishchurch.org.uk 8.8.8.8 Server: dns.google Address: 8.8.8.8 Non-authoritative answer: Name: webmail.cardonaldparishchurch.org.uk Address: 213.246.109.214

What do you see?

can you ping 213.246.109.214

C:\>ping 213.246.109.214 Pinging 213.246.109.214 with 32 bytes of data: Reply from 213.246.109.214: bytes=32 time=10ms TTL=52 Reply from 213.246.109.214: bytes=32 time=10ms TTL=52 Reply from 213.246.109.214: bytes=32 time=11ms TTL=52 Reply from 213.246.109.214: bytes=32 time=11ms TTL=52 Ping statistics for 213.246.109.214: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 10ms, Maximum = 11ms, Average = 10ms

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Townman — Sat, 12 Apr 2025 12:41:31 GMT

@RealAleMadrid wrote:

@Townman The url for the webmail ending org.uk in the opening post is correct, I can access it.

And TODAY so can I, but not yesterday!

This domain was updated on 10th April - it could take 48+ hours for the change to fully promulgate.

Are you using Plusnet safeguarding?

Are you on a static IP address.

Digging deeper into this domain's history it has had three changes this year...

February 1, 2025

February 23, 2025

April 10, 2025

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Sat, 12 Apr 2025 12:51:52 GMT

Hi @Townman

No static IP and no safeguarding.

And I am not sure by what you mean 3 changes to the domain.

See, my biggest concern is - it works everywhere else except when connected to the home network.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Townman — Sat, 12 Apr 2025 13:17:21 GMT

Reputedly the host's details have been changed three times this year ... someone has been fiddling!! The most recent one was 10th April and appears to have taken a deal of time to reach Plusnet's DNS services. I tried the link yesterday and it failed; today it works.

That suggests that Plusnet's DNS service updated over night (certainly after I tried). Plusnet has two DNS services, given that you are not using safeguarding removes the possibility that you are on the other one.

Are you using a VPN?

What is the result of running this in a terminal window...

nslookup webmail.cardonaldparishchurch.org.uk 192.168.1.254

It should look like this...

Server: UnKnown Address: 192.168.1.254 Non-authoritative answer: Name: webmail.cardonaldparishchurch.org.uk Address: 213.246.109.214

If that fails and you are not using a VPN, then check the DNS settings for your device, again in a terminal window...

ipconfig /all

From amongst the output for all of the NICs, find the DNS reference - confirm that it has been set to the router's IP address...

Connection-specific DNS Suffix . : home Description . . . . . . . . . . . : Intel(R) Wi-Fi 6 AX201 160MHz Physical Address. . . . . . . . . : ********* DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes IPv4 Address. . . . . . . . . . . : 192.168.1.34(Preferred) Subnet Mask . . . . . . . . . . . : 255.255.255.0 Lease Obtained. . . . . . . . . . : 11 April 2025 10:43:29 Lease Expires . . . . . . . . . . : 13 April 2025 09:36:36 Default Gateway . . . . . . . . . : 192.168.1.254 DHCP Server . . . . . . . . . . . : 192.168.1.254 DNS Servers . . . . . . . . . . . : 192.168.1.254 NetBIOS over Tcpip. . . . . . . . : Enabled

Finally check the DNS addresses assigned in the router:

Primary DNS: 212.159.13.49

Secondary DNS: 212.159.6.9

If yours do not match the above, then that is a matter to be investigated. If they do match ... then we are probably looking at a browser cache issue.

EDIT: Given that this host has seen multiple changes this year... has something been done to fudge it's name resolution by the addition of a local routing entry in the HOSTS file?

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Dan_the_Van — Sat, 12 Apr 2025 13:14:06 GMT

@Townman

A ping would indicate if there is routing issues, sadly I've not had my request answred,

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Anonymous — Sat, 12 Apr 2025 23:13:50 GMT

The flipping DNS on the hub2.

Hub 2 configured with fixed DNS entries (In order to make the Hub 2 *not* act as part of DNS resolution for end devices, and to get DHCP working as it should do - IMO).

Drop the PPP link (done via the Hub2 'disconnect', with entries in the Hub2 log indicating that it has received a confirmation of the termination of a PPP session), and sometimes the Hub2 flips its primary and secondary DNS without any changes to the configuration of the Hub2

The primary becomes secondary, the secondary becomes primary. And then the primary becomes primary and the secondary becomes secondary.

I thought Plusnet had three pairs of DNS servers?

(the entries in my hosts files are...

127.0.0.1 uk-script.dotmetrics.net
127.0.0.1 www.cyberciti.biz

But these won't have any effect on the Hub2)

IMO.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Sat, 12 Apr 2025 23:32:04 GMT

I'm lost! Didn't really get what you're trying to infer.

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

cardonaldparish — Sat, 12 Apr 2025 23:33:50 GMT

Hi @Dan_the_Van - don't mean to ignore you. The PC is currently at our church officer's house. I will need to go there and do all the tests that you are asking me to, or take remote of the computer. once i have access, i will update the status here.

THANK YOU EVERYONE FOR YOUR INPUTS. REALLY APPRECIATE. But as the system is not at my home, i am unable to conduct any tests on the fly. Once I get access, I will update here.

topic Re: Can't access specific domain from Plusnet broadband – works on mobile data &amp; VPN in Broadband

Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN

topic Re: Can't access specific domain from Plusnet broadband – works on mobile data & VPN in Broadband