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Can't connect to plus.net

DandD
Hooked
Posts: 7
Registered: ‎14-10-2022

Can't connect to plus.net

Hi, Help please. This morning I tried to access Plus.net from my Windows 10 PC and failed. Never had this issue before. Got this message from MS Edge:

Hmmm… can't reach this page

The connection was reset.

Try:

ERR_CONNECTION_RESET
 
Firefox gave this message: Secure Connection Failed

An error occurred during a connection to www.plus.net. PR_CONNECT_RESET_ERROR

Error code: PR_CONNECT_RESET_ERROR

The page you are trying to view cannot be shown because the authenticity of the received data could not be verified.
Please contact the website owners to inform them of this problem.
19 REPLIES 19
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,875
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Can't connect to plus.net

That's really odd, we're not aware of any issues that happened yesterday. 

 

Did/does the same thing happen on other devices if you have any and is it still the same after you try deleting your browser's cache of cookies and temporary internet files?


Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
stephen1510
Newbie
Posts: 7
Thanks: 2
Registered: ‎24-05-2023

Re: Can't connect to plus.net

I have the same problem on Windows 11.

Tried four different browsers, as well as clearing caches.

It's OK on Mobile Data, but not when going through the router.

Obviously I can connect to community.plus.net

James30
Plusnet Help Team
Plusnet Help Team
Posts: 408
Thanks: 141
Fixes: 25
Registered: ‎19-04-2023

Re: Can't connect to plus.net

@stephen1510 - Daft connection but can you check the date and time is correct at the bottom. Also have you tried another device on Wi-Fi like your phone?

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
stephen1510
Newbie
Posts: 7
Thanks: 2
Registered: ‎24-05-2023

Re: Can't connect to plus.net

I checked all of that before I posted.

So, reset the plusnet router. Now I can access plus.net from my Windows 10 PC (ethernet) and my mobile (wifi) but still not from my Windows 11 PC (ethernet). Tried a reboot but still no joy.Temporarily disabled anti-virus - same problem.

At least I have some means of accessing my account now. Very puzzled though, as no other site gives me a problem. Can't think what to try next.

 

James30
Plusnet Help Team
Plusnet Help Team
Posts: 408
Thanks: 141
Fixes: 25
Registered: ‎19-04-2023

Re: Can't connect to plus.net

Got you. Without stating the obvious then, it's got to be a computer issue that perhaps other users can help with? There's plenty of places the issues could be, I've seen strange issues where the server is blocking your IP bit that can't be the case if it's working on another pc through your router.

 

We're looking at cookies, cache, extensions, VPN'S, proxy settings, antivirus and firewalls. I could think of a scenario where other network tech giving out duff DHCP address namely the DNS address do you have boosters, powerline adapters, switches connected any ware on the network wirelessly or wires?

 

Is it the exact same error message "ERR_CONNECTION_RESET" you get, perhaps you could screenshot MS edge showing the URL and the error page?

 

What happens when you try to access Plusnet with it's IP by paste 212.159.9.2 instead of plus.net into the address bar?

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
stephen1510
Newbie
Posts: 7
Thanks: 2
Registered: ‎24-05-2023

Re: Can't connect to plus.net

Yes, really strange that this is the *only* site that gives me this problem.
Tried using the IP address. Firefox screenshot attached.
Edge, Chrome and Opera give a similar error - Connection Reset
 
No proxy is used. Disabled AV and firewall. No difference.
stephen1510
Newbie
Posts: 7
Thanks: 2
Registered: ‎24-05-2023

Re: Can't connect to plus.net

More info

 

Tried

ping 212.159.9.2

request timed out

 

Then

tracert 212.159.9.2

gets as far as 84.93.232.58.plus.net and then times out

James30
Plusnet Help Team
Plusnet Help Team
Posts: 408
Thanks: 141
Fixes: 25
Registered: ‎19-04-2023

Re: Can't connect to plus.net

And we're sure it's working on another device on same router and no cashed or saved perhaps?

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
Dan_the_Van
Aspiring Hero
Posts: 2,555
Thanks: 1,152
Fixes: 73
Registered: ‎25-06-2007

Re: Can't connect to plus.net

@stephen1510 

212.159.9.2 will not respond to ping or traceroute

In a windows power shell try Test-NetConnection 212.159.9.2 -Port 443

You should get the following if the test works

ComputerName : 212.159.9.2
RemoteAddress : 212.159.9.2
RemotePort : 443
InterfaceAlias : <This will be WiFi or Ethernet>
SourceAddress : <your PC IP Address>
TcpTestSucceeded : True

HTH, Dan

stephen1510
Newbie
Posts: 7
Thanks: 2
Registered: ‎24-05-2023

Re: Can't connect to plus.net

Yes that Powershell command works fine on my Win11 PC.

 

Tried again to connect to plus.net on my ethernet Win10 PC, and a Win10 laptop connected by wifi.

Cleared browser cache, restarted browser. Connects OK on both.

One odd thing on these, is that the plusnet homepage comes up, then goes blank and then re-appears. Don't know if that is normal as I can't try on a different router atm.

Townman
Superuser
Superuser
Posts: 23,031
Thanks: 9,615
Fixes: 160
Registered: ‎22-08-2007

Re: Can't connect to plus.net

Take a look at this - Fix err_connection_reset in Windows 11 & 10 Like This (windowsreport.com)

Is there a VPN involved here?

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.

stephen1510
Newbie
Posts: 7
Thanks: 2
Registered: ‎24-05-2023

Re: Can't connect to plus.net

So, I've been away for a few days with the Win11 PC turned off.

Started it up and I was able to access plus.net

Tried again a few minutes later and I had the error message again.

It must be something that gets loaded during startup ...

I had already uninstalled BitDefender so knew it wasn't that.

I have NordVPN, but had the message even when not connected to their servers.

Decided to uninstall NordVPN and restart the PC.

Able to connect to plus.net straight away and some time later. Hooray!

Re-installed NordVPN, rebooted and so all is working as it should be. I really don't understand why that program should have caused a problem with just that one website.

 

Thanks for the link about VPNs I'll take a look at that.

 

Townman
Superuser
Superuser
Posts: 23,031
Thanks: 9,615
Fixes: 160
Registered: ‎22-08-2007

Re: Can't connect to plus.net

The link is not about VPNs, but the issue you experienced ... which points to VPNs as a potential culprit.

Seems that it might have been the cause of your issue.  The fact that it now works after reinstallation does not mean that it was not the issue.  A clean reinstall can work wonders.

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.

stephen1510
Newbie
Posts: 7
Thanks: 2
Registered: ‎24-05-2023

Re: Can't connect to plus.net

Very interesting article. I had tried most of the possible solutions that are suggested there.

In the end, it was just a question of applying a bit of logic; it had to be something on just this particular PC and only kicked in shortly after a boot.

Funny that it was plus.net that I couldn't access, being my current internet provider.

Anyway, thanks to everyone for their input.

I hope my experience will help anyone in a similar position.