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Astraweb connect timeout

Poldav
Newbie
Posts: 3
Registered: 19-05-2016

Astraweb connect timeout

I have just tried the support chat & the person there failed to understand the issue, refused to escalate & then cut me off. I was polite throughout & as a customer who has sung your praises, I'm not very impressed, Plusnet!

For a few days, I have been unable to connect to Astraweb newsnet servers - no response from server/connection timeout. It worked fine previously & after looking at my AV/Firewall & discussing with Astraweb, I tried cycling the router. I get timeouts pinging any of the astraweb addresses from an escalated command prompt. Just as an afterthought I tried using news.plus.net & it worked. So, I downloaded a VPN client & was able to connect.

This seems to tell me that the url's for astraweb are being blocked by Plus (or BT). The chat person said they weren't blocked but I'm not convinced she actually knew that.

Can anyone here help me get this sorted please?

I don't want to use a VPN & I've paid to access the astraweb premium servers.

4 REPLIES
Community Veteran
Posts: 1,840
Thanks: 102
Fixes: 6
Registered: 21-01-2013

Re: Astraweb connect timeout

Have you check that Plusnets firewall is disabled in "members centre". Remember, if you change the firewall setting you need to renew your connection (reboot the router) before it takes effect.

Poldav
Newbie
Posts: 3
Registered: 19-05-2016

Re: Astraweb connect timeout

yep

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules

 

Poldav
Newbie
Posts: 3
Registered: 19-05-2016

Re: Astraweb connect timeout

Can an admin pick this up please?

Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Astraweb connect timeout

Hey,

Can you please provide the URL's you're trying to access please? If you'd prefer to private message me them, that's fine - happy to take a look for you.

Chris Pettitt
Cloud Environments Engineer