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John4647
Aspiring Contributor
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Message 1 of 30

Can't connect to Google sites

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Windows 10, BT HUB6, Google Chrome.

 

Just changed from TalkTalk to BT.

 

Now, using Chrome, I can't connect any Google sites. (Generic, This page may have moved etc.). All other sites are o/k.

 

Problem is on all my Internet devices.

 

I have reset the Hub several times. Uninstalled and Reinstalled Chrome. Reset Chrome settings to factory original defaults. 

I have used Malwarebytes to do a full scan (no issues)

I have used Defender to perform a full scan (no issues)

I use CC cleaner on a daily basis.

Using Ethernet cables via the mains socket does not help.

 

Does anybody have any suggestions?

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gg30340
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Message 2 of 30

Re: Can't connect to Google sites

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Have you tried flushing the DNS cache?

 

Open a command prompt and run the command prompt as an administrator user.

 

  1. Ensure that you're on the Windows 10 desktop.
  2. Right click on the start menu and choose Command Prompt (Admin) from the menu.
  3. Type in the command ipconfig /flushdns
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gg30340
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Message 3 of 30

Re: Can't connect to Google sites

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I just noticed that you have said this happens on all your Internet devices. What devices does it happen on? Are they all Windows 10 devices?

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John4647
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Message 4 of 30

Re: Can't connect to Google sites

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Hello,

 

Thanks for your replies.

 

I had not tried fluhing the DNS. Having now done that, It sadly does make any difference.

 

The other device is a Surface Pro 3 on Windows 10

 

Regards

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gg30340
Distinguished Sage
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Message 5 of 30

Re: Can't connect to Google sites

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What antivirus are you using? Have you tried switching it off as a test to see if it is causing the problem. Remember to turn it back on.

 

Also check your firewall in case that is causing the block.

 

Have you tried another browser to see if it is a browser specific problem?

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John4647
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Message 6 of 30

Re: Can't connect to Google sites

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Hello,

 

I am only using Windows Defender, Malware Bytes and CC cleaner,I think these only run on demand?

 

It is Chrome specific, Edge works o/k in as much as it will connect to Google and Gmail etc but it runs very slowly and hangs or freezes quite a lot.

 

I currently have the firewall off.

 

This is the message that I receive when trying to access google via Chrome.

This site can’t be reached

The webpage at https://www.google.co.uk/?gws_rd=ssl might be temporarily down or it may have moved permanently to a new web address.

ERR_QUIC_PROTOCOL_ERROR
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gg30340
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Message 7 of 30

Re: Can't connect to Google sites

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Can you clarify what you mean by "Using Ethernet cables via the mains socket does not help."

 

Out if interest to see how your connection is performing can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

As you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

Can you also make sure you turn off "smart setup" on the Smarthub.

See link how to do that.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-...

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John4647
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Message 8 of 30

Re: Can't connect to Google sites

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Hello,

 

thanks again for your help so far.

 

I have tried ethernet cables connected to Mains Adaptors at the hub end and the PC end, this makes no difference.

 

This is the result from the first site:

####################################################################

BT BROADBAND AVAILABILITY CHECKER

Telephone Number XXXXXXXXXXXX on Exchange CULCHETH is served by Cabinet 9

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

 

High

Low

High

Low

      

VDSL Range A (Clean)

53.6

40

10.1

6.9

35.2

Available

--

--

--

--

VDSL Range B (Impacted)

42.9

25

8.9

4.7

18.7

Available

--

--

--

--

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

    

FTTP on Demand

330

30

--

Available

--

--

--

--

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

   

Left in Jumper

WBC ADSL 2+

Up to 15

--

9.5 to 19

Available

--

--

--

--

WBC ADSL 2+ Annex M

Up to 15

Up to 1

9.5 to 19

Available

--

--

--

--

ADSL Max

Up to 8

--

7 to 8

Available

--

--

--

--

WBC Fixed Rate

2

--

--

Available

--

--

--

--

Fixed Rate

2

--

--

Available

--

--

--

--

Other Offerings

   

Availability Date

    

VDSL Multicast

--

--

--

Available

--

--

--

--

ADSL Multicast

--

--

--

Available

--

--

--

--

Premise environment

Status

        

Bridge Tap

N

       

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

This line is on a Market B Exchange.

For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Dec-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.

If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated.

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check.

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

Thank you for your interest.

 ###########################################################

I can't do the second test at the moment as I don't have an ethernet cable long enough (the hub is 5metres away)

 

I tried accessing bthomehub.home and got the following:

#############################################################

This site can’t be reached

bthomehub.home’s server DNS address could not be found.

Try:

  • Checking the connection
  • Checking the proxy, firewall, and DNS configuration
  • Running Windows Network Diagnostics

ERR_NAME_NOT_RESOLVED

############################################################

I have turned off 'smart setup' but it did not help.

 

Thanks again for trying to help

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john46
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Message 9 of 30

Re: Can't connect to Google sites

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try entering 192.168.1.254 into the browser address bar
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John4647
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Message 10 of 30

Re: Can't connect to Google sites

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Hello,

 

Thanks, I did that, it just brings up the Smart Hub Manager.

 

?? Why would I want This??

 

Regards

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