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Help - Can't connect to my own site

kavanaghclan
Hooked
Posts: 6
Registered: ‎31-08-2018

Help - Can't connect to my own site

Since joining plusnet I keep getting intermittent issues when accessing certain sites. These are my own sites that I build and have been built for years. On my previous broadband provider, I had no issues.

 

The problem I get is reported as ERR_CONNECTION_REFUSED. This is the same for any device on our network. If I access via a 3G connection it works fine. See attachment.

This is a real pain as I need access to my sites constantly - anyone know how to fix this?

9 REPLIES 9
kavanaghclan
Hooked
Posts: 6
Registered: ‎31-08-2018

Re: Help - Can't connect to my own site

I should add that this is the same on any browser on my PC, Ipad and phone aswell.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,184
Thanks: 462
Fixes: 126
Registered: ‎27-04-2007

Re: Help - Can't connect to my own site

Hi there, it sounds like safeguard might be causing an issue here. Can you try disabling that temporarily to see if that gives you access?

 

If it does you should then be able to to whitelist the sites in question.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
kavanaghclan
Hooked
Posts: 6
Registered: ‎31-08-2018

Re: Help - Can't connect to my own site

Thanks for the response Adam but I do not have SafeGuard activated on my line.

 

It's a pain - been blocked for over a day now. I kind of need to access my own sites. Not going to be with Plusnet long if this continues.

 

Just tried the LiveChat support and nobody is available, funnily enough there is on the sales

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,317
Thanks: 5,958
Fixes: 996
Registered: ‎21-04-2017

Re: Help - Can't connect to my own site

Sorry to hear this.

Could you run a traceroute to your site posting up the results here?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
kavanaghclan
Hooked
Posts: 6
Registered: ‎31-08-2018

Re: Help - Can't connect to my own site

OK this trace of over the plusnet network - it still does not resolve.

kavanaghclan
Hooked
Posts: 6
Registered: ‎31-08-2018

Re: Help - Can't connect to my own site

And this trace is immediately after (when I tether to my 3g connection) - the site now resolves.

 

 

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 1,375
Thanks: 246
Fixes: 59
Registered: ‎07-12-2017

Re: Help - Can't connect to my own site

Hi @kavanaghclan, so your trace router shows the request is leaving our network, so there isn't anything we can do as this would be out of our control I'm afraid.

 

Your 3g connection uses a different routing method, which is why this might work. 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
kavanaghclan
Hooked
Posts: 6
Registered: ‎31-08-2018

Re: Help - Can't connect to my own site

Thanks for the pointers @LaurenB. It turned out that my IP had been blacklisted - all fixed now.

 

thanks.

 

Richard

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 1,959
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: Help - Can't connect to my own site

Hi Richard,

 

Thank you for letting us know that this was due to your IP being blacklisted - I'm glad to hear that this is sorted now.


Please don't hesitate to get back in touch if there's anything else that you'd like to discuss.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team