Advice on a weird network issue please…

[Burnside]

Not Wiim related at all, but this is the off-topic board and you’re all nice helpful folk…

I have a weird issue with one particular website (banking related) in that the link to its login page will timeout with a “server stopped responding error”. The website has worked for a long while, stopped working about a month ago and started working again briefly before stalling again about two weeks ago. When it failed again, I don’t recall any change in my setup.

I use a Netgear R8000 router connected to my VirginMedia (VM) Hub 5 cable modem. When I first had the issue, I had a VM Superhub 3 which was swapped out due to a potential error (its red warning light was permanently on).

It fails from my iPad, PC and Motorola Android phone over WiFi irrespective of whatever browser I use. The companion app also fails on my iPad and phone.

It does however work on my phone if I turn off WiFi and use my mobile data plan. Correspondingly, it will work on the other devices using the phone’s hotspot.

It also works on my phone at a friend’s house connected to their WiFi where they also have VM as their ISP.

If I remove my Netgear router and use WiFi from my VM Hub 5, it works ok.

However, if I reconnect the Netgear router and use a VPN, it works ok too.

I’m pretty much at a loss as to what might be the root of the issue and I’ve tried all the combinations that I can think of. I have raised it with the website (the rest of their site is fine, it’s just the login page I can’t access) but they haven’t responded as yet.

Any ideas?

 

[Erebus]

I'm no expert, but it sounds like a possible DNS issue. Have you tried changing to Google's or Cloud Flare's DNS to see if it makes any difference?

Could also be that the login server is blocking your IP address.

 

[Burnside]

I'm no expert, but it sounds like a possible DNS issue. Have you tried changing to Google's or Cloud Flare's DNS to see if it makes any difference?

Could also be that the login server is blocking your IP address.

Tried a different DNS too to no avail.

If the login server was blocking my isp external IP address, then that wouldn’t change whether I was using my Netgear router or not, but it works with the router taken out of the equation. To be honest, I didn’t check “what’s my IP address” between the two scenarios as I can’t think why my IP address would change.

Thanks for the hints…

 

[Erebus]

Thanks for the hints…

My pleasure. Wish I could assist further. The only other thing I can think of is to check if the login URL you are using has the https prefix if you're using a saved bookmark when logging in.

 

[Burnside]

My pleasure. Wish I could assist further. The only other thing I can think of is to check if the login URL you are using has the https prefix if you're using a saved bookmark when logging in.

Again, tried it both ways - either from my bookmark, or navigating via their main website to the login page.

I’m even struggling to think where I might get some useful logs. The fact that it worked when I took out the Netgear made me think it’s an issue with that, but why would it work thru the router if I was using a VPN on my iPad, still going thru the router?

I hate networking…

 

[Erebus]

I hate networking

Yes, issues like this are very frustrating. I'll keep thinking on it.

 

[Erebus]

why would it work thru the router if I was using a VPN

The VPN changes the IP address, which could be a clue...

 

[Skull]

Which router is in bridge mode when you have both connected?

 

[hgo58]

It looks like the website is blocking your routers public IP address. Can you ask your provider to change it?

When using a VPN the website don't see your routers address but the VPN server, so maybe that is why it works then?

 

[slartibartfast]

Again, tried it both ways - either from my bookmark, or navigating via their main website to the login page.

I’m even struggling to think where I might get some useful logs. The fact that it worked when I took out the Netgear made me think it’s an issue with that, but why would it work thru the router if I was using a VPN on my iPad, still going thru the router?

I hate networking…

Has your IP address changed recently? I had the same IP address with Virginmedia forever then recently it changed. I only noticed when my OpenVPN connection stopped working.

 

[jfbuk]

Banks do blacklist IP addresses or ranges of addresses or ( or more likely whitelist addresses) so if your ISP has made changes that may indeed be the cause.

 

[Zap Rekowski]

I have heard that some secure websites (https) can have problems with ipv6. Have you disabled ipv6 temporary in your router and tried to access it via ipv4?

 

[slartibartfast]

I have heard that some secure websites (https) can have problems with ipv6. Have you disabled ipv6 temporary in your router and tried to access it via ipv4?

I don't think Virginmedia has ipv6.

 

[Zap Rekowski]

I don't think Virginmedia has ipv6.

OK

 

[Burnside]

It looks like the website is blocking your routers public IP address. Can you ask your provider to change it?

When using a VPN the website don't see your routers address but the VPN server, so maybe that is why it works then?

Yeah, that’s why I guess the VPN worked, but it doesn’t explain why having the Netgear in the loop didn’t work, but taking it out did with my VM router. I’d guess my public IP address wouldn’t change in either setup.

 

[Burnside]

I have heard that some secure websites (https) can have problems with ipv6. Have you disabled ipv6 temporary in your router and tried to access it via ipv4?

It’s disabled in my router and I don’t think VM have it.

 

[Burnside]

Banks do blacklist IP addresses or ranges of addresses or ( or more likely whitelist addresses) so if your ISP has made changes that may indeed be the cause.

I had the same issue when I had the Superhub 3 before it was swapped out for the Hub 5. I guess my IP address changed over that, but if the bank have blocked a range, maybe I’m still caught in that range. When I checked my ip address on whatsmyip.org ( or similar) it wasn’t flagged up on any blacklist. But I come back to using the Netgear v using the hub 5, wouldn’t the external IP address be the same? It doesn’t work for the former, but does for the latter.

 

[Zap Rekowski]

That's the answer from google-AI....(yes, we hate it )...
Edited, wrong text copied...

To fix Virgin Media Hub 5 problems reaching websites, first reboot your Hub and devices, then check for local outages and ensure all cables are secure. If issues persist, flush your device's DNS, disable Virgin Media's "Web Safe" or "Child Safe" features in your online account, or try changing your DNS settings to a public provider like Cloudflare or Google.

1. Restart Everything

• Reboot your Hub: Turn your Hub 5 off, wait 10 seconds, and then turn it back on.
• Restart your device: If the problem is only on one device, restart it.
• Check cables: Make sure all wires connecting to your Hub are pushed in firmly.

2. Check for Outages

• Visit the Virgin Media website or check your online account to see if there are any reported local outages in your area.

3. Test Other Devices and Browsers

• Try accessing websites on other devices or using a different web browser to rule out a device-specific or browser-related issue.

4. Check DNS Settings

• Flush your DNS cache: On your computer, clear your DNS settings.
  
  
• Change your DNS provider: Switch from Virgin Media's default DNS to a public one, such as Cloudflare (1.1.1.1) or Google (8.8.8.8). You can often find these settings in your Hub's advanced settings or on your device.
  

5. Disable Web Safe Features

• Log in to your Virgin Media online account and disable "Child Safe" and "Web Safe" features, as these can sometimes block access to legitimate websites.

6. If the Problem is New

• If you've just received a new Hub 5, ensure it has been properly initialized for your account by contacting Virgin Media's pre-installs team.

7. Contact Virgin Media Support

• If none of these steps work, you may have a technical issue with the Hub or your line and will need to contact Virgin Media for further support.

 

[Burnside]

That's the answer from google-AI....(yes, we hate it )...

If you can't reach the Virgin Media website, first check your internet connection and cables, then try restarting your modem and router. If the problem persists, the issue could be a local DNS cache or the Virgin Media "Web Safe" feature, so try disabling it or switching to OpenDNS. Using your mobile data can help determine if the problem is with your home network.

Check Your Connection

1. 1. Verify your internet connection:
   Make sure you are connected to the internet and try browsing other websites to ensure your general internet service is working.
   
   
2. 2. Check cables and hardware:
   Ensure all cables are securely plugged into your router, modem, and wall sockets.
   
   
3. 3. Restart your modem and router:
   Unplug your modem and router from the power, wait at least 15 seconds, then plug the modem back in first. Wait for it to fully boot up before plugging the router back in.

Troubleshoot the Website Access

1. 1. Test on other devices:
   Try accessing the Virgin Media website on a different device or using your phone's mobile data to see if the problem is with your device or network.
   
   
2. 2. Check for outages:
   Visit a site like downdetector.co.uk to see if there are any known Virgin Media service issues.
   
   
3. 3. Disable Web Safe:
   Log in to your Virgin Media account (if possible on another network) and turn off the "Web Safe" setting to see if it's blocking the website.
   
   
4. 4. Change DNS:
   Consider changing your DNS settings to OpenDNS or Google DNS.
   
   
5. 5. Clear browser data:
   Clear your browser's cache and cookies, or try using a different web browser.

Done all that. As I say, it’s just that one webpage when I use WiFi with my Netgear router connected to my VM cable modem. If I leave the Netgear in place and use a VPN, it works. If i take the Netgear out of the loop which I’m loathe to do (which I don’t think changes my external ip address), it works.

The bank haven’t responded to my email, so a call might be in order to them on Monday. If I do get to the bottom of it, I’ll let you all know.

Thanks for your suggestions

 

[Zap Rekowski]

Done all that. As I say, it’s just that one webpage when I use WiFi with my Netgear router connected to my VM cable modem. If I leave the Netgear in place and use a VPN, it works. If i take the Netgear out of the loop which I’m loathe to do (which I don’t think changes my external ip address), it works.

The bank haven’t responded to my email, so a call might be in order to them on Monday. If I do get to the bottom of it, I’ll let you all know.

Thanks for your suggestions

...I edited the text before your answer, had copied/pasted it incorrectly. Just FYI.
Good luck for Monday...