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Lost all internet since turning SafeGuard on

ghowlett2020
Newbie
Posts: 3
Registered: ‎31-05-2019

Lost all internet since turning SafeGuard on

Morning all,

I turned on safeguard, and after waiting the 2 hrs and restarting router. I lost all internet access. So i repeated the process to turn it back off.

I've repeated the above process a few times now. And im still left with no internet access.

I did some research on here and users with static ip address have reported issues. Plusnet have removed my static ip and SafeGuard on/off process was repeated. But still nothing.

The router is syncing, i can see im getting a plusnet ip with correct dns servers. I also have 2x router (asus and hubone) both have same issue.

Does anyone have any other info on how restore my connection back to how it was please? Anything i can try?

I have spoken to support. But seeing if other users have experiance this and what was else was done to resolve.

Many thanks
Tags (2)
6 REPLIES 6
RichardB
Seasoned Pro
Posts: 493
Thanks: 158
Fixes: 12
Registered: ‎19-11-2008

Re: Lost all internet since turning SafeGuard on

Good morning ghowlett2020,

I guess that your issue is related to DNS lookups failing.

Can you please advise what type of device you are using?

Tablet, pc etc and make...

Are you using a PN supplied router or a different one?

I ask as the typical senario for DNS lookups is for

A) router hands its own address to all connected devices,

B) device sends DNS request to router,

C) Router forwards request to ISP DNS server.

Depending on the equipment it should be possible to configure at least one device to send DNS requests to a third party DNS provider like opendns, Google or level 3 etc.

The most tedious work around is to configure every device individually...

 

Regrads

Richard

 

RichardB
Seasoned Pro
Posts: 493
Thanks: 158
Fixes: 12
Registered: ‎19-11-2008

Re: Lost all internet since turning SafeGuard on

There is a guide on configuring the ASUS AC68U to use opendns at:

 

https://support.opendns.com/hc/en-us/articles/228007727-Configuration-for-ASUS-RT-AC68U

ghowlett2020
Newbie
Posts: 3
Registered: ‎31-05-2019

Re: Lost all internet since turning SafeGuard on

Thank for the reply Richard, much appreciated your help!

 

I tried changing the DNS (both via my Asus DSL-AC55U router, and on wifi adapter settings in Windows), to public DNS servers (googles 8.8.8.Cool to no avail.

 

In the asus logs i see the following entries....

 

2011-01-01 00:00:57 WAN Connection: Fail to connect with some issues.
2011-01-01 00:00:58 stop_nat_rules: apply the redirect_rules!

 

I have the following settings....

 

2011-01-01 00:03:39 syslog: local IP address 87.112.18.217
2011-01-01 00:03:39 syslog: remote IP address 195.166.130.255
2011-01-01 00:03:39 syslog: primary DNS address 212.159.6.9
2011-01-01 00:03:39 syslog: secondary DNS address 212.159.6.10

 

And using the network tools directly on the asus router, i think name resolution is working....e.g.

 

www.amazon.com gives...

PING d3ag4hukkh62yn.cloudfront.net (99.84.9.94): 56 data bytes

--- d3ag4hukkh62yn.cloudfront.net ping statistics ---
5 packets transmitted, 0 packets received, 100% packet loss

www.rightmove.com gives...

PING www.rightmove.co.uk (80.64.55.7): 56 data bytes

--- www.rightmove.co.uk ping statistics ---
5 packets transmitted, 0 packets received, 100% packet loss


Any more thoughts? :-) again thanks for your help.

 

and on my PC i tried a domain i never been to before....

 

ping www.askjeves.com

Pinging www.askjeves.com [72.52.10.14] with 32 bytes of data:
Reply from 72.52.10.14: bytes=32 time=19ms TTL=243
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 72.52.10.14:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 19ms, Maximum = 19ms, Average = 19ms

 

So it seems something is terminating the traffic / killing it off.

 

Any more thoughts? :-) again thanks for your help.

DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: Lost all internet since turning SafeGuard on

Out of my comfort zone, but

2011-01-01 00:03:39 syslog: primary DNS address 212.159.6.9
2011-01-01 00:03:39 syslog: secondary DNS address 212.159.6.10

the above are not the right SafeGuard DNS settings.

 

To set Plusnet Safeguard DNS server addresses
Primary 213.120.234.42
Secondary 213.120.234.42

The above ones are what you need to be using.

ghowlett2020
Newbie
Posts: 3
Registered: ‎31-05-2019

Re: Lost all internet since turning SafeGuard on

Good spot DS,

When SafeGuard was on, i never automatically recieved those DNS entries. So i manually set via the router. But i think the issue i was experiancing was a conflict with assigned static IP.

I had static ip removed and i repeated steps of turning on and off safeguard again (waiting 2hrs between)

Ever since i turned on the option and restarted the router ive had no traffic passing since :-(

The current status of plusnet settings are...

Safeguard is now off, no categories are blocked.
Static Ip is removed (not just disabled)
Firewall is off.
Safesurf is off (the p2p filtering thing)

Everything looks good on my side, the networks team at plusnet are now going to investigate.

Many thanks all for help so far.

Highlighted
DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: Lost all internet since turning SafeGuard on

I do know there are reports that Safeguard isn't working for several other accounts too. Plusnet are more than aware of this and they are working on a fix for this. As per the norm, there is no timescale as to when this will be fixed.

Take my account for example, never asked for it, never tried to use it, but my DNS is pointing to the SG DNS (in part, another DNS is neither one PN allocate nor is it for SG, go figure!), though as it isn't affecting my service they ain't gonna touch it, which is fine but I like to have things on order.

 

The link for SG on our account was 'hidden' at one point (possibly still is?) to try and discourage others from trying to use it - this is just my opinion for why they hid it.

 

Yourself not getting the correct DNS is very common with the other reported issues too, so hopefully they'll stick you on their list of affected accounts. I really don't think the static is the cause either, it is with SG itself.

 

It is very odd that the router is still blocking the traffic, to me this is something on their systems and how is it that my connection is still working with SG DNS active and yours is not is a real head scratcher!