website unavailable over BT Hub but reachable on BT Mobile

[shed53]

I have a BT Smart Hub 2.  Today, when I try to connect to alison.com, I get this message :

"
Hmmm… can't reach this page

Check if there is a typo in alison.com.
If spelling is correct, try running Windows Network Diagnostics.
DNS_PROBE_FINISHED_NXDOMAIN
"

This happens from two different browsers on my Windows 10 laptop and when I use my iPhone when it's connected to the hub.  However, if I turn off my phone's WiFi, the site comes up just fine on my phone.

Please can anyone suggest what's going on and/or a resolution?

Many thanks in advance.

Chris Woodhouse

[licquorice]

Make sure that parental controls are off and also web protect is disabled.

[shed53]

Just checked those, but unfortunately, it's made no difference. And the site was accessible over the weekend and I've made no changes to the hub or to my service settings in MyBT since then.

[licquorice]

I can reach the site fine so it isn't a general problem. Are you using a VPN, try turning it off if you are.

Try changing DNS  on your device to 8.8.8.8 and 8.8.4.4  (you can't change it on the hub)

[shed53]

The reason I think it's to do with the hub is that on my phone if I use WiFi I can't reach the site, but if I switch its WiFi off and try the site over 4G, it connects to the site successfully.

[licquorice]

Hence changing the DNS server to Google instead of BT to verify if it is a DNS problem using the addresses served by the hub.

[shed53]

Ah - thanks.  And d'oh!

Tried it and it did work.  Thank you.

What does this mean about why/how the problem arose?  It was working fine yesterday.

And does this mean I need to do something equivalent for the DNS used on other devices?

[licquorice]

You could try disconnecting the hub from line for half an hour or so to pick up a new IP address and possibly new DNS server addresses.

[shed53]

OK, thanks. I'll try that late this evening.