Unable to connect to my website - ERR_CONNECTION_TIMED_OUT

[RR-TCC]

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

[licquorice]

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

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

[Les-Gibson]

Works fine for me

[RR-TCC]

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

[RR-TCC]

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

[licquorice]

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.

[RR-TCC]

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

[licquorice]

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

[RR-TCC]

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

[licquorice]

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.