Can't access my.bt.com when connected with broadband

[bluenova]

Hello,

I have FTTP broadband. When I try to log in to my.bt.com I get:

__________________________________________________

Hmmm… can't reach this page

Check if there is a typo in my.bt.com.

• If spelling is correct, try running Windows Network Diagnostics.

DNS_PROBE_FINISHED_NXDOMAIN

__________________________________________________

If I connect the same device to my mobile hotspot I can log in and the site works fine, I just can't access it when on BT broadband. DNS for the connection is set to Automatic (DHCP) so it should be using BT's DNS servers.

I have parental controls enabled and all other add-ons disabled. I don't know why BT would block their own website but I've tried adding bt.com and my.bt.com to the allowed list and it makes no difference, I still can't access it.

Any ideas?

[Keith_Beddoe]

@bluenova 

Wrong address, try https://home.bt.com/login/loginform

Your mobile hotspot DNS is probably correcting the error.

[bluenova]

Same issue using that link. It takes me to the BT sign in page fine, I click log in and am presented with the same message as above at the address https://signin1.bt.com/siteminderagent/fcc/shim.fcc

I'll try adding home.bt.com and signin1.bt.com to parental controls and see if that makes a difference.

[Keith_Beddoe]

It sound like you have a third party program installed that is intercepting your DNS request. Not sure what Siteminderagent is.

[bluenova]

Nothing that should be intercepting DNS, just using Edge with standard settings. As I said if I connect to mobile hotspot it works fine just not when connected to broadband connection. I've also tried disabling parental controls which made no difference.

[Keith_Beddoe]

Sorry, no idea then.

Perhaps its Norton, if you have it installed?

[bluenova]

No nothing like Norton, I just use Windows Defender. It's very odd.

[jac_95]

Siteminder (or now known as CA Single Sign-On) is one of the SSO solutions BT Consumer uses to handle the authentication and authorizations of users. It's called an agent in this case as it's sitting in front of an application server in it's own apache instance.

Please can you do a cmd nslookup or dig to signin1.bt.com

[pippincp]

@bluenova  Have you tried the MyBT link at the top of the forum?

[DavidM]

Hi @bluenova and welcome.

This is an unusual problem. I'd be interested to know how this is sorted. Can you try the advice posted by @jac_95 and let me know if that helps?

Cheers

David