Problem connecting to Mychart

[#1]

I’m also having trouble connecting to the King’s MyChart app and website as well as two other family members - 3 separate plusnet connections with the same issue. Not an issue with the device as dropping WiFi and connecting over mobile data is fine. Not safeguard either, as that is turned off on some of these connections.

[#2]

Sounds like the same problem I have. I've reported it to the KCH Mychart helpline number and I'm also emailing them.

[#3]

Hello MisterW,

Was you able to escalate this within Plusnet/BT?

I have the same problem.

Not able to connect with KCH MyChart using PlusNet or BTnet. (mychart.kch.nhs.uk)

Can only connect by mobile using 4G

My son has done some investigation and says

"Core network routing issue between BT’s infrastructure and their infrastructure (Zayo).

See the attachment

LHS screenshot is on a PlusNet VDSL connection, RHS screenshot is on a BTnet 1Gig Leased Line.

Pinging the MyChart attempt stops again at 157.203.6.154, similar to the NSI and Royal Mail problems.

It looks like this is something that the right techies need to sort out between Plusnet/BT and the KCH provider.

Help please!

[#4]

@TonyRob I've re-prodded the escalation but my understanding was that it had been resolved ?

[#5]

mychart.kch.nhs.uk is still not working for me

[#6]

Just checked and it's loading OK for me, but I am not on a PN connection.
Have you downloaded the app for your mobile device? Might be a way around it. Or does it affect the app as well?

[#7]

Hi, Yes, I have downloaded and used the app on my mobile but it only works on data and not on Plusnet wifi.

[#8]

@TonyRob 

My son has done some investigation and says

"Core network routing issue between BT’s infrastructure and their infrastructure (Zayo).

Bit slow replying, none of the sites in question respond to either ping or trace route so the results of his test are expected. I see the same on other networks

Although the hosts are being resolved by DNS there is a routing issue

Using 'test network connection' (TNC) I see

tnc mychart.kch.nhs.uk -Port 443                                                                                 WARNING: TCP connect to (157.203.6.154 : 443) failed                                                                                WARNING: Ping to 157.203.6.154 failed with status: TimedOut                                                                                                                                                                                                                                                                                                                                                 ComputerName           : mychart.kch.nhs.uk                                                                                         RemoteAddress          : 157.203.6.154                                                                                              RemotePort             : 443
InterfaceAlias         : WiFi
SourceAddress          : 192.168.10.100
PingSucceeded          : False
PingReplyDetails (RTT) : 0 ms
TcpTestSucceeded       : False

tnc community.plus.net -Port 443
ComputerName     : community.plus.net
RemoteAddress    : 18.244.124.56
RemotePort       : 443
InterfaceAlias   : WiFi
SourceAddress    : 192.168.10.100
TcpTestSucceeded : True

tnc community.plus.net is an working example

[#9]

From a FTTP Plusnet/BT ...

PS C:\WINDOWS\system32> tnc mychart.kch.nhs.uk -Port 443 ComputerName : mychart.kch.nhs.uk
RemoteAddress : 157.203.6.154
RemotePort : 443
InterfaceAlias : Ethernet
SourceAddress : 192.168.2.51
TcpTestSucceeded : True

PS C:\WINDOWS\system32>

[#10]

@grumble 

Confirms the issue will be a network and routing related, for me I see with netstat 

TCP    192.168.10.100:64617   157.203.6.154:443      SYN_SENT

I have a static IP address 80.229.xxx.xxx 

Hopefully the prod to the network team will address this issue

[#11]

I had this MyChart problem for several weeks until it was finally resolved (for me)!

I was told it was a routing issue (I think) related to my router's IP address. I was told to turn my router off for just over an hour so that when it was switched back on a new IP address would be allocated. 

I pointed out that I have had a static IP address since I joined PlusNet in about 2006... Clearly switching the router off and back on did not fix the problem.

However, I asked for my IP address to be changed to dynamic rather than static and lo and behold MyChart started working!

In a nutshell...

For people with dynamic IP addresses try switching the router off for a little over an hour to force a new IP address.

For people with static IP addresses ask PlusNet to convert you to dynamic IP address - unless of course you need a static address, in which case PlusNet will have to find another solution.

I hope this helps.

[#12]

Thanks all for help and escalation....

It does not matter from my experience whether you have a static IP address or not.

The problem has been fixed for the original query for Addenbrookes

https://mychart.addenbrookes.nhs.uk/MyChart/Authentication/Login

but not for Kings College Hospital

https://mychart.kch.nhs.uk

So this latter problem still needs addressing.

Thank you!

[#13]

@dave 

Is this something your could kick please?

I am on the hight-touch network and cannot reach mychart,kch.nhs.uk which resolves to mychart.apollo.atoshls.net

PS C:\Users\*****> nslookup
Default Server:  UnKnown
Address:  192.168.1.254

> mychart.kch.nhs.uk
Server:  UnKnown
Address:  192.168.1.254

Non-authoritative answer:
Name:    mychart.apollo.atoshls.net
Address:  157.203.6.154
Aliases:  mychart.kch.nhs.uk

> exit
PS C:\Users\*****> tracert mychart.kch.nhs.uk

Tracing route to mychart.apollo.atoshls.net [157.203.6.154]
over a maximum of 30 hops:

  1     2 ms    25 ms     3 ms  192.168.1.254
  2    12 ms    12 ms    12 ms  250.core.plus.net [195.166.130.250]
  3    12 ms    13 ms    13 ms  84.93.253.83
  4    13 ms    13 ms    12 ms  core1-BE1.colindale.ukcore.bt.net [195.99.125.132]
  5    16 ms    14 ms    15 ms  acc3-hu0-0-0-0.colindale.ukcore.bt.net [217.32.170.57]
  6    16 ms    16 ms    15 ms  217.38.123.105
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.

[#14]

@Townman 

As I have stated previously the site does not respond to pings so tracert will not work

From a vodafone hotspot 

PS C:\> ping mychart.kch.nhs.uk

Pinging mychart.apollo.atoshls.net [157.203.6.154] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 157.203.6.154:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)

PS C:\> tracert mychart.kch.nhs.uk

Tracing route to mychart.apollo.atoshls.net [157.203.6.154]
over a maximum of 30 hops:

  1    11 ms    13 ms     7 ms  192.168.42.248
  2     *        *        *     Request timed out.
  3    55 ms    53 ms    58 ms  192.168.213.21
  4   238 ms    74 ms    75 ms  192.168.213.22
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7   292 ms   114 ms    85 ms  63.130.172.45
  8    65 ms   210 ms   184 ms  ae13-100-xcr1.ltw.cw.net [195.2.23.77]
  9   438 ms   431 ms   480 ms  zayo-6461.ltw.cw.net [195.2.12.90]
 10   769 ms   181 ms    89 ms  ae1.cs1.lhr15.uk.eth.zayo.com [64.125.29.128]
 11     *      311 ms     *     ae18.cs1.lhr15.uk.eth.zayo.com [64.125.30.60]
 12    56 ms    42 ms    43 ms  ae6.mpr1.man1.uk.zip.zayo.com [64.125.23.131]
 13   201 ms    78 ms    83 ms  94.31.33.78.IPYX-124905-ZYO.zip.zayo.com [94.31.33.78]
 14     *        *        *     Request timed out.

[#15]

Hi Dan,

AIUI an end point not responding to pings ought not to stop a trace route 'walking' the path.  Both of our traces appear to stop somewhere short of the target environment ... and a connection which should work (http) does not connect on my Plusnet connection.

Can you connect to the service on the Vodaphone connection?