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Newbie
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Message 1 of 18

Blocked Web Page

Hi All

 

Since earlier this week, I have been unable to access the control panel of the web hosting company I use. After running some tests with their helpdesk, it has become apparent that it is BT that is blocking the page. I can access from my mobile if I switch off WiFi and can access when using the WiFi at work. The page shows Connection Timed Out.

 

I spent a few, very frustrating hours on web chat/phone with BT yesterday - first they said it wasn't their problem, then they put me through to the parental control department (even though all those settings are switched off as there are no children in the house). They then finally put me through to a paid subscription department, however I am unwilling to pay £30 for an issue which is BT's fault. I was also given a phone number of 0800 111 4567 which I have yet to try as I lost the will to live yesterday!

 

Has anyone experienced a similar problem and found a way to solve it? Is there a department at BT which will be able to help? Any assistance much appreciated!

 

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 18

Re: Blocked Web Page

Welcome to this user forum.

 

Have you tried restarting the home hub, that will give you a different public IP address, and hopefully a different DNS server?

 

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Highlighted
Newbie
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Message 3 of 18

Re: Blocked Web Page

Hi - yes I have, including a factory reset.

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Distinguished Sage
Distinguished Sage
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Message 4 of 18

Re: Blocked Web Page


@eachgame wrote:

Hi - yes I have, including a factory reset.


Can you change the DNS server address on your computer so that it uses Google Public DNS of 8.8.8.8 as that would rule out DNS issues?

You would have to flush the DNS cache as well.

 

 

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Newbie
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Message 5 of 18

Re: Blocked Web Page

Tried that just now, no joy unfortunately.

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Distinguished Sage
Distinguished Sage
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Message 6 of 18

Re: Blocked Web Page


@eachgame wrote:

Tried that just now, no joy unfortunately.


Have to tried to trace the route to your web hosting company?

 

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Newbie
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Message 7 of 18

Re: Blocked Web Page

Yes - that was one thing the hosting company did, and it was after doing this they told me the connection wasn't even leaving my ISP.

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Distinguished Sage
Distinguished Sage
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Message 8 of 18

Re: Blocked Web Page


@eachgame wrote:

Yes - that was one thing the hosting company did, and it was after doing this they told me the connection wasn't even leaving my ISP.


Did you run the tracert command from your computer, what was the result?

 

What is the host address.

 

 

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Newbie
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Message 9 of 18

Re: Blocked Web Page

Host address is control.gridhost.co.uk, traceroute result below...

 

traceroute to control.gridhost.co.uk (91.208.99.5), 64 hops max, 72 byte packets
 1  bthub (192.168.1.254)  1.684 ms  1.008 ms  0.946 ms
 2  * * *
 3  * 31.55.186.177 (31.55.186.177)  15.252 ms  15.186 ms
 4  31.55.186.184 (31.55.186.184)  14.666 ms  14.897 ms  15.192 ms
 5  195.99.127.90 (195.99.127.90)  15.056 ms  14.944 ms  15.450 ms
 6  62.6.201.145 (62.6.201.145)  14.928 ms  14.715 ms  15.196 ms
 7  213.137.183.98 (213.137.183.98)  14.482 ms  14.716 ms  15.234 ms
 8  82.112.115.185 (82.112.115.185)  14.773 ms  15.238 ms  15.219 ms
 9  ae-0.r24.londen12.uk.bb.gin.ntt.net (129.250.4.140)  21.499 ms  15.034 ms  15.519 ms
10  ae-1.r25.londen12.uk.bb.gin.ntt.net (129.250.2.27)  15.424 ms  15.126 ms  15.861 ms
11  ae-2.r02.londen01.uk.bb.gin.ntt.net (129.250.3.1)  16.051 ms  16.052 ms  16.783 ms
12  ae-1.r03.londen01.uk.bb.gin.ntt.net (129.250.3.37)  16.019 ms  16.208 ms  16.523 ms
13  62.73.179.150 (62.73.179.150)  15.632 ms  15.953 ms  16.432 ms
14  uk.slo.ld5.201.r1.misp.co.uk (185.52.26.130)  17.211 ms  17.220 ms  16.695 ms
15  uk.slo.prgn.aggr.sw1.misp.co.uk (185.52.26.185)  18.792 ms  17.981 ms  18.692 ms
16  185.52.26.255 (185.52.26.255)  28.047 ms  22.537 ms  19.429 ms
17  * * *
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63  * * *
64  * *traceroute: sendto: Network is down

 

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 18

Re: Blocked Web Page

I can get to it from here and also see the control panel.

 

I assume you are accessing via a BT Residential Broadband Connection?

 

I am using a different router.

 

Tracing route to control.gridhost.co.uk [91.208.99.5]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *        *       12 ms  31.55.187.177
  4    12 ms    12 ms    12 ms  31.55.187.184
  5    12 ms    12 ms    12 ms  core1-hu0-12-0-1.southbank.ukcore.bt.net [195.99.127.30]
  6    13 ms    12 ms    13 ms  peer6-hu0-6-0-4.telehouse.ukcore.bt.net [62.172.103.21]
  7    13 ms    12 ms    12 ms  t2c4-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.244]
  8    12 ms    13 ms    12 ms  82.112.101.73
  9    13 ms    13 ms    13 ms  ae-9.r25.londen12.uk.bb.gin.ntt.net [129.250.4.41]
 10    14 ms    15 ms    14 ms  ae-2.r02.londen01.uk.bb.gin.ntt.net [129.250.3.1]
 11    14 ms    13 ms    13 ms  ae-1.r03.londen01.uk.bb.gin.ntt.net [129.250.3.37]
 12    13 ms    16 ms    13 ms  62.73.179.150
 13    15 ms    14 ms    14 ms  uk.slo.ld5.201.r1.misp.co.uk [185.52.26.130]
 14    15 ms    15 ms    15 ms  uk.slo.prgn.aggr.sw1.misp.co.uk [185.52.26.185]
 15    16 ms    15 ms    15 ms  185.52.26.255
 16    19 ms    15 ms    14 ms  control.gridhost.co.uk [91.208.99.5]

Trace complete.

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