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Unable to access A Specific Website

Cagney1994
Rising Star
Posts: 400
Thanks: 11
Fixes: 3
Registered: ‎28-07-2013

Re: Unable to access A Specific Website

: I'd say it's possibly to do with PN's Safeguard.

Switch it off, restart your router, and the site should be accessible.

I've had a few issues with Safeguard myself in the past.
Tempting
Grafter
Posts: 66
Thanks: 7
Registered: ‎27-01-2016

Re: Unable to access A Specific Website

@Cagney1994 Thanks for your input, but Safeguard has never been turned on. It has been permanently turned off since I signed up with plusnet almost 18 months ago.

Tempting
Grafter
Posts: 66
Thanks: 7
Registered: ‎27-01-2016

Re: Unable to access A Specific Website

@BD @Chris I've no idea if this is relevant to my issue but I have just found out that I can ping and tracert norwegian.com but not www.norwegian.com Does this make any sense or shed any light on any likely suspect, assuming it is going to the same destination.

 

----
Pinging norwegian.com [81.93.171.69] with 32 bytes of data:
Reply from 81.93.171.69: bytes=32 time=33ms TTL=241
Reply from 81.93.171.69: bytes=32 time=34ms TTL=241
Reply from 81.93.171.69: bytes=32 time=56ms TTL=241
Reply from 81.93.171.69: bytes=32 time=33ms TTL=241

Ping statistics for 81.93.171.69:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 33ms, Maximum = 56ms, Average = 39ms

----

Tracing route to norwegian.com [81.93.171.69]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms PNHUB1 [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 7 ms 7 ms 13 ms be3-3104.psb-ir01.plus.net [195.166.143.136]
5 11 ms 8 ms 8 ms 195.99.125.134
6 8 ms 8 ms 8 ms peer6-hu0-11-0-1.telehouse.ukcore.bt.net [195.99
.127.13]
7 8 ms 13 ms 8 ms t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.22
8]
8 14 ms 7 ms 7 ms 213.248.82.249
9 8 ms 8 ms 17 ms ldn-bb2-link.telia.net [62.115.136.112]
10 19 ms 28 ms 20 ms hbg-bb4-link.telia.net [213.155.132.248]
11 24 ms 24 ms 25 ms kbn-bb4-link.telia.net [80.91.254.3]
12 31 ms 30 ms 31 ms oso-b3-link.telia.net [62.115.135.155]
13 32 ms 33 ms 33 ms tss-ic-306597-oso-b3.c.telia.net [62.115.45.130]

14 33 ms 34 ms 34 ms nas-core01-v1506.osl.basefarm.net [195.225.16.53
]
15 33 ms 33 ms 33 ms norwegian-com.osl.basefarm.net [81.93.171.69]

Trace complete.

 

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Unable to access A Specific Website

They actually resolve to different IP addresses:

 

nslookup www.norwegian.com 212.159.6.9
Server:  cdns01.plus.net
Address:  212.159.6.9

Non-authoritative answer:
Name:    cs167.can.transactcdn.com
Addresses:  2606:2800:2ab:1c27:8b7:c3f:fdd:1624
          192.30.31.161
Aliases:  www.norwegian.com

 

nslookup norwegian.com 212.159.6.9
Server:  cdns01.plus.net
Address:  212.159.6.9

Non-authoritative answer:
Name:    norwegian.com
Address:  81.93.171.69

 

This could be the issue you're experiencing. Are you able to browse to the norwegian.com site without the www at the start

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Tempting
Grafter
Posts: 66
Thanks: 7
Registered: ‎27-01-2016

Re: Unable to access A Specific Website

@Chris Have you ever tried convincing a browser to not use the www. ?  Why do browsers insist on inserting www.

No go browsing to either IP address either.

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Unable to access A Specific Website

This does sound like the DNS on your router/PC is doing something odd with the requests. I can see you've tried google DNS, are you able to test the OpenDNS addresses and see how that goes?

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
ejs
Community Veteran
Posts: 5,442
Thanks: 631
Fixes: 25
Registered: ‎10-06-2010

Re: Unable to access A Specific Website

It is very common for things like norwegian.com and www.norwegian.com to have different IP addresses, all one of them will do is re-direct you to the other. This is not a problem.

It is also very common that any modern website will not work properly or at all if you try to go there by putting its IP address into the web browser.

Does the computer have a statically configured IP address, or one that's been assigned automatically by the router? Perhaps if the subnet mask were incorrectly specified on the computer, it might think all 192.*.*.* IP addresses are local, when it should be only 192.168.*.* (and usually only 192.168.x.*) that are local.

Tempting
Grafter
Posts: 66
Thanks: 7
Registered: ‎27-01-2016

Re: Unable to access A Specific Website

@Chris Although my PC is using Google DNS (8.8.8.4 & 8.8.4.4) the laptops and mobiles were already using the DNS from Plusnet allocated from the router using DHCP (212.159.6.10 & 212.159.6.9) but I've just tried OpenDNS (208.67.222.222 & 208.67.220.220) on my PC and even after flushing the DNS it made no difference I'm afraid.

Thinking about it, it is unlikely to be DNS as attempting to ping www.norwegian.com does resolve the URL as in: 

----

ping www.norwegian.com

Pinging cs167.can.transactcdn.com [192.30.31.161] with 32 bytes of data

---

 

 

all be it the destination is 'unreachable'

Tempting
Grafter
Posts: 66
Thanks: 7
Registered: ‎27-01-2016

Re: Unable to access A Specific Website

@ejs Thanks for your input. Yes my PC has a static IP address but the two laptops and mobiles use DHCP and about 3 weeks ago they all worked perfectly and now none of them can access the website www.norwegian.com

Out of interest those of you that can access the norwegian website are you using static or DHCP? Default gateway related? Anyone else using 172.16.14.171 as their default gateway?

I suspect very few Plusnet users actually try to access norwegian.com and therefore wonder if I am just the first on this gateway or some other segment of the network to notice there is no access now?

I've not changed anything on the network at home and as someone who used to personally manage the support, including configuration of servers, clients, switches, routers, firewall and SIP telephony on an entire internal network for a small business employing 200 persons on site and 30 remote workers trust me I am tearing my hair out over this stupid issue.

 

 

HarryB
Community Gaffer
Community Gaffer
Posts: 5,184
Thanks: 1,460
Fixes: 255
Registered: ‎25-03-2015

Re: Unable to access A Specific Website

@Tempting, While this may not fix anything, I've temporarily added a static ip to your connection (Please disconnect and reconnect your router for this to come through on your side) to try and rule out the problems being caused by the ip's you've previously been assigned and so we can investigate this further if it is down to the ip's.

 

After disconnecting/reconnecting, could you let us know if you continue to experience problems.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
HarryB
Community Gaffer
Community Gaffer
Posts: 5,184
Thanks: 1,460
Fixes: 255
Registered: ‎25-03-2015

Re: Unable to access A Specific Website

Would you also mind dropping me a PM with your ipconfig please.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
scrookes
Plusnet Help Team
Plusnet Help Team
Posts: 188
Thanks: 51
Fixes: 4
Registered: ‎29-04-2013

Re: Unable to access A Specific Website

Hi @Tempting

Your output from Traceroute hints at a possible problem:

 

 

Pinging the URL resolves to cs167.can.transactcdn.com 192.30.31.161

Tracert reports:

Hop0) [My Machine's Local IP address]

Hop 1) [My Machine Name] [My Machine's Local IP address] reports: Destination Host Unreachable.

Trace Complete

 

This shows the traceroute does not even get as far as your broadband router, your PC is not able to route to that IP. When I've seen this before it has been one of two issues. Either a stray route configured in your PC or a problem with the subnet mask.

You mention you have configured a static IP on your PC, so I'd suspect the latter as the IP for Norwegian is a similar IP. Can you confirm you've got the subnet mask correct on your PC as 255.255.255.0? If you've got it as 255.0.0.0 it would cause this problem. An incorrect mask on one device can cause issues on other machines on a network too, which might explain why other machines don't work for you either.

 

Tempting
Grafter
Posts: 66
Thanks: 7
Registered: ‎27-01-2016

Re: Unable to access A Specific Website

I really appreciate all your help guys and finally we've made a breakthrough and I can now access the website:

Pinging cs167.can.transactcdn.com [192.30.31.161] with 32 bytes of data:
Reply from 192.30.31.161: bytes=32 time=8ms TTL=57
Reply from 192.30.31.161: bytes=32 time=8ms TTL=57
Reply from 192.30.31.161: bytes=32 time=8ms TTL=57
Reply from 192.30.31.161: bytes=32 time=10ms TTL=57

Ping statistics for 192.30.31.161:

----

 

Tracing route to cs167.can.transactcdn.com [192.30.31.161]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms PNHUB1 [192.168.1.254]
2 8 ms 7 ms 7 ms lo0.central10.psb-bng04.plus.net [195.166.130.25
5]
3 11 ms 8 ms 8 ms 411.be8.psb-ir01.plus.net [84.93.253.123]
4 8 ms 8 ms 7 ms 195.99.125.134
5 8 ms 8 ms 8 ms 62.172.103.197
6 8 ms 8 ms 8 ms 109.159.253.69
7 8 ms 8 ms 8 ms 46.22.75.105
8 9 ms 8 ms 8 ms 192.30.31.161

Trace complete.

----

 

MauriceC
Superuser
Superuser
Posts: 4,085
Thanks: 2,409
Fixes: 17
Registered: ‎10-04-2007

Re: Unable to access A Specific Website

If one of the responses helped you solve your problem it would be good to select the post and use the "this fixed my problem" button to steer future forum users to the "Fix"

Ta

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Tempting
Grafter
Posts: 66
Thanks: 7
Registered: ‎27-01-2016

Re: Unable to access A Specific Website

Obviously I will do that @MauriceC once I find out exactly what did resolve the issue Smiley