Cant access a website that I use regularly

[#1]

Could we see the results of

tracert systmonline.tpp-uk.com

please.

[#2]

TRACERT results as per request

This is from the US on a Draytek, without running a VPN: The 2 'xx' in my IP addresses are obscured by me

C:\WINDOWS\system32>tracert systmonline.tpp-uk.com

Tracing route to systmonline.tpp-uk.com [62.253.26.135]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms Vigor.router [192.168.1.1]
2 29 ms 30 ms 28 ms fl-xx-3-xx-1.dhcp.embarqhsd.net [xx.3.xx.1]
3 30 ms 29 ms 30 ms ftmy-agw1.inet.qwest.net [75.160.84.49]
4 55 ms 55 ms 56 ms dcp-brdr-03.inet.qwest.net [67.14.28.242]
5 57 ms 56 ms 56 ms 63-235-40-106.dia.static.qwest.net [63.235.40.106]
6 159 ms 159 ms 159 ms us-was02a-rd2-ae10-0.aorta.net [84.116.130.173]
7 * * * Request timed out.
8 161 ms 166 ms 159 ms nl-ams04a-ri3-ae9-0.aorta.net [84.116.130.242]
9 179 ms 151 ms 168 ms nrth-ic-1-ae18-0.network.virginmedia.net [62.254.42.161]
10 * * * Request timed out.
11 * * * Request timed out.
12 155 ms 155 ms 156 ms leed-core-2b-ae4-0.network.virginmedia.net [82.15.95.246]
13 155 ms 152 ms 153 ms leed-lam-3-tenge73.network.virginmedia.net [62.252.232.254]
14 153 ms 153 ms 153 ms 62.254.97.178
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

And this is with a VPN to Norwich, UK on a BTHub (BT Business):

C:\WINDOWS\system32>tracert systmonline.tpp-uk.com

Tracing route to systmonline.tpp-uk.com [62.253.26.135]
over a maximum of 30 hops:

1 141 ms 142 ms 161 ms my.router [192.168.16.1]
2 143 ms 142 ms 143 ms BTHUB5 [192.168.1.254]
3 150 ms 148 ms 148 ms host81-xx-160-xx.in-addr.btopenworld.com [81.xx.160.xx]
4 151 ms 148 ms 150 ms 213.120.178.141
5 150 ms 149 ms 149 ms 213.120.177.98
6 151 ms 159 ms 152 ms 213.120.178.65
7 151 ms 149 ms 149 ms 217.41.168.107
8 149 ms 151 ms 149 ms acc1-10GigE-0-0-0-4.l-far.21cn-ipp.bt.net [109.159.249.66]
9 151 ms 150 ms 149 ms core3-te0-0-0-26.faraday.ukcore.bt.net [109.159.249.49]
10 153 ms 151 ms 153 ms peer2-et-2-3-0.redbus.ukcore.bt.net [62.172.103.37]
11 155 ms 155 ms 158 ms 194.74.65.22
12 * * * Request timed out.
13 158 ms 168 ms 163 ms leed-core-2a-ae4-0.network.virginmedia.net [82.15.94.254]
14 158 ms 157 ms 158 ms leed-lam-3-tenge71.network.virginmedia.net [62.252.224.186]
15 160 ms 161 ms 159 ms 62.254.97.178
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

And this is with a VPN to Norwich, UK on a Draytek (PlusNet):

C:\WINDOWS\system32>tracert systmonline.tpp-uk.com

Tracing route to systmonline.tpp-uk.com [62.253.26.135]
over a maximum of 30 hops:

1 143 ms 144 ms 143 ms my.router [192.168.0.1]
2 * * * Request timed out.
3 * 154 ms 154 ms 141.hiper04.sheff.dial.plus.net.uk [195.166.143.141]
4 153 ms 174 ms 153 ms be3-3106.psb-ir02.plus.net [195.166.143.140]
5 154 ms 154 ms 156 ms 195.99.125.142
6 184 ms 154 ms 153 ms 62.172.103.199
7 160 ms 158 ms 160 ms 194.74.65.22
8 * * * Request timed out.
9 162 ms 163 ms 161 ms leed-core-2a-ae4-0.network.virginmedia.net [82.15.94.254]
10 173 ms 159 ms 161 ms leed-lam-3-tenge71.network.virginmedia.net [62.252.224.186]
11 162 ms 163 ms 161 ms 62.254.97.178
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Interestingly, I cannot connect to SysTMOnline today either with or without a VPN on my PC, laptop or iPad, I'm wondering if it's just a flakey Virgin Media fibre backone looking at these results!

[#3]

Just for completeness, I went to dnsstuff.com and again, it all falls down around VM.  Click and try:

http://www.dnsstuff.com/tools#traceroute|type=ipv4&&value=62.253.26.135

[#4]

And I meant to say, the visual TRACERT looks like it goes to Holland or Belgium (the map isn't very big on my iPad)

[#5]

Thanks everyone,

I am operating the site perfectly using an android tablet tethered to a mobile phone.

Annoying but not worth wasting more time on.

I am glad that others are seeing the same problem.

Actually, I am now having trouble with this plusnet site on my PC, freezing at "reply" !

Just logged-on with the tablet, works perfectly.

Oh well....,

[#6]

Can you believe it!

I now have the same problem trying to access "community" on the plusnet website, i.e. this forum.

Picked up the tablet (via same router)  absolutely no problem.

PC is wired Tablet is WiFi to same router.

[#7]

Hm, I think I'd be doing some serious virus / malware checks...  there has to be a reason why this stuff is falling down around you Greg.

[#8]

My wife made a valid point, have you tried the SysTMOnline tablet app?  Play Store and iTunes store

[#9]

I have downloaded the SysTMOnline app on my android tablet, attempted to login..........UNABLE TO CONNECT!

By the way, I have just had no trouble at all logging-in to the "community" tonight with my PC

No matter what I try, I can not access systmonline through my router.

The systmonline website works perfectly through a SIM card.

No problem with any other websites.

Susy, who started this thread, has told me that she never found a solution to this same problem on her parents network .

[#10]

Do they have a support line? Might be worth giving them a call if they have one.  Other than that, I don't know what else to tell you, sorry Greg ☹️

[#11]

Already sent an email to them when I first had the problem, ... no reply.

I just tried a VPN myself, also not working.

systmonline just does not like my router.

I don't think it's a plusnet issue as others seem to be connecting OK.

[#12]

NEWSFLASH!!

Just tried another VPN via LONDON (I live in Chesterfield,  UK) and it connected up straight away!

The systmonline website functioned beautifully.

So the problem appears to be as suggested, plusnet is causing the website to think that I am not in the UK

Or it is not happy about my IP address.

[#13]

Glad you worked around it!  As an aside, I did a TRACERT on my PN IP addy and it resolved to BT in London just as an FYI

[#14]

So ultimately the problem is caused by PlusNet.

The IP address they have issued to me is "Blacklisted" or otherwise unaccepted by SystmOnline. Possibly it can appear to be non-UK based. Some "What's my IP" searches showed up as USA.

I hope that the next time I switch-off my router for a few days, I may get a new IP address, which will work OK.

For the moment, I simply have to use another IP address (London based) and all is fine.

I understand that PlusNet has "bought up" a load of IP addresses as part of BT and not all of them are fully congruent with every website.

[#15]

I'm not aware of IP's being blacklisted for 'standard' web traffic, that's normally reserved for mail server addresses, I am aware, however, of geographical restrictions.  My IP address at the moment is listed as being in the US, therefore I cannot watch (say) BBC iPlayer.  If I lift my VPN back to the UK, I can.  It may be something to do with your IP address as being shown as being outside of the UK because PN have a block of IP's that are, well, outside of the UK.  You could try (if your router supports it) removing the MODEM lead from the wall with your router still turned on, log into the router, set the MAC address of your router to (say) the MAC address of your phone, restart the router and re-plug the MODEM cable back in.  You should be allocated a different IP as your MAC will appeared to have changed so PN will think it's a different device.

Or you could just use your phone for SysTMOnline and save yourself, heartache, headache, indigestion and sleepless nights. 

In saying that, this kind of issue really grips my pants and I get really het up about it.  To my mind, it should all just work, not give me grief to the nth degree!