This topic

Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 31 Jan 2024 14:14:41 GMT

Hi all,

I run our local cricket club website https://tiddingtoncricketclub.org.uk but over the last couple of days I've been unable to reach it when using my home PC & mobile when connected to my BT router, every time I try to connect to the website I just get the message ERR_CONNECTION_TIMED_OUT - but all other websites function as normal.

This happens on any device (2x Android & 2x Windows PCs) and any browser (Chrome, Firefox, Edge) when connected via Wi-Fi or Ethernet to the router, but the website is accessible on other LANs including other people's BT home networks, so it looks like an issue with my router or setup?

The website has been live for at least 5 years and no DNS changes have been made.

I've restarted all the PCs, powered down the router and removed cables for a few minutes before powering back up and also logged into my BT account and disabled BT Web Protect but this hasn't made any difference.

If I log into my router and restart through the web interface I can connect for a couple of minutes before the connection drops and I receive the timeout error again.

Can anyone suggest anything to try next as I'm running out of ideas!

Rob

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

licquorice — Wed, 31 Jan 2024 15:00:54 GMT

Make sure web protect isn't enabled for your account.

https://www.bt.com/help/security/learn-about-bt-web-protect

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

Les-Gibson — Wed, 31 Jan 2024 15:12:08 GMT

Works fine for me

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 31 Jan 2024 15:33:16 GMT

Hi @licquorice ,

Thanks for getting back to me.

Yes, I've disabled BT Web Protect in my account settings

I'm not seeing the Web Protect warning page, all I'm getting is a timeout error as below.

Regards,

Rob

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 31 Jan 2024 15:35:46 GMT

Hi @Les-Gibson

Thank you for testing, yes it works fine on anything I've tested that's outside of my home network.

Not sure what's going on!

Regards, Rob

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

licquorice — Wed, 31 Jan 2024 15:39:58 GMT

Change the network adapter settings on your laptop/PC to use Google DNS 8.8.8.8 and 8.8.4.4 rather than BT servers via the automatic setting.

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 31 Jan 2024 16:02:57 GMT

Hi @licquorice

I've set my preferred DNS & alternative DNS to 8.8.8.8 and 8.8.4.4

Flushed the DNS and restarted but still seeing the same error message..

Regards, Rob

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

licquorice — Wed, 31 Jan 2024 16:05:54 GMT

One last thing to try, otherwise I'm out of ideas. Try disabling IPv6 in your adapter.

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 31 Jan 2024 16:19:59 GMT

I had tried that before but didn't have the DNS set to google, I've just disabled it again and it still not connecting!

Strangely the tracert log shows it resolving to my hosting provider at cloud607.thundercloud.uk [149.255.58.32], does this point to a problem that end, although not sure why everything outside my network would still work!

Tracing route to tiddingtoncricketclub.org.uk [149.255.58.32]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BTHUB [192.168.1.254]
2 6 ms 6 ms 6 ms 172.16.12.102
3 * * * Request timed out.
4 8 ms 7 ms 7 ms 31.55.185.176
5 7 ms 7 ms 8 ms 213.121.192.142
6 9 ms 8 ms 8 ms peer3-et-7-0-4.redbus.ukcore.bt.net [62.172.103.252]
7 8 ms 8 ms 9 ms lon-tel-01gw.voxility.net [195.66.226.180]
8 * 31 ms 18 ms lon-tel-01c.voxility.net [5.254.107.85]
9 9 ms 8 ms 8 ms 5.254.112.162
10 * 16 ms 15 ms no-dns-yet.inetc.co.uk [85.91.239.118]
11 15 ms 15 ms 15 ms 185-7-88-94.aware-soft.net [185.7.88.94]
12 16 ms 16 ms 16 ms uwhfgw01b.unlimited.uk.net [149.255.60.20]
13 15 ms 16 ms 15 ms cloud607.thundercloud.uk [149.255.58.32]

Trace complete.

Regards, Rob

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

licquorice — Wed, 31 Jan 2024 16:27:22 GMT

Your hop 10 might be a clue compared to mine. Looks like a DNS issue of some sort

Tracing route to tiddingtoncricketclub.org.uk [149.255.58.32]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BTHUB6DX [192.168.1.254]
2 10 ms 12 ms 13 ms 172.16.12.3
3 * * * Request timed out.
4 13 ms 13 ms 12 ms 31.55.186.184
5 13 ms 12 ms * 195.99.127.204
6 13 ms 13 ms 13 ms peer3-et7-0-7.redbus.ukcore.bt.net [194.72.16.94]
7 12 ms 12 ms 13 ms lon-tel-01gw.voxility.net [195.66.226.180]
8 16 ms * 14 ms lon-tel-01c.voxility.net [5.254.107.85]
9 14 ms 18 ms 13 ms 5.254.112.162
10 21 ms 20 ms 20 ms 31.217.128.230
11 21 ms 21 ms 21 ms 185-7-88-86.aware-soft.net [185.7.88.86]
12 21 ms 21 ms 21 ms uwhfgw01b.unlimited.uk.net [149.255.60.20]
13 22 ms 21 ms 20 ms cloud607.thundercloud.uk [149.255.58.32]

Trace complete.

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

gg30340 — Wed, 31 Jan 2024 16:34:39 GMT

If it is happening on all your devices I doubt that changing the DNS on individual devices can resolve the problem.

To start with a clean sheet I would suggest that you carry out a factory reset not just a restart of the BT Smarthub by pressing the reset button on the rear of the hub and see if that helps.

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

licquorice — Wed, 31 Jan 2024 16:37:56 GMT

@gg30340 wrote:

If it is happening on all your devices I doubt that changing the DNS on individual devices can resolve the problem.

It would (if DNS was the problem), as all devices would be using the same hub served DNS addresses. Changing 1 device would rule that out.

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

gg30340 — Wed, 31 Jan 2024 16:43:12 GMT

@licquorice wrote:

@gg30340 wrote:

If it is happening on all your devices I doubt that changing the DNS on individual devices can resolve the problem.

It would (if DNS was the problem), as all devices would be using the same hub served DNS addresses. Changing 1 device would rule that out.

Agreed if it was to test if DNS was the issue but I was meaning for it to resolve the whole problem.

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 31 Jan 2024 16:47:03 GMT

Thanks all,

I've ran another tracert from a working device outside my network and 31.217.128.230 is in the list of hops as well!

I'll try a factory reset later and see if it does the trick!

Regards, Rob

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

licquorice — Wed, 31 Jan 2024 16:55:24 GMT

Check if your public IP address changes when you factory reset the hub. A change of public IP might resolve the problem.

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 31 Jan 2024 16:59:45 GMT

Thanks @licquorice, will do!

Re: Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

RR-TCC — Wed, 07 Feb 2024 13:36:05 GMT

Hi all,

Thanks again for all the suggestions.

I haven't tried the factory reset yet but after some further investigation I found out that the block happens when I access the site through Chrome on my PC!

After restarting my router, I can access the website on all devices that are connected via ethernet or Wi-Fi and I've tried leaving everything switched on for days and no problems.

Then when logged into my admin area through Edge and making updates to the site (posts etc) as soon I review the changes in Chrome the BT router blocks all access to all devices on all browsers and the only way of getting access back is to restart the router.

If I only access the site through Edge, Firefox, Android, Safari no problem at all, try through Chrome (all updated to the latest version) then bang off it goes!

It's all very strange, but at least I have access back!

I'll try reinstalling Chrome at some point to see if helps.