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mathewburr
Beginner
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Message 1 of 6

Wifi stopped loading Halifax and PSN

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Hi

I have the FTTP 300 package on the smart hub 2 and the speeds are great with no issues but as of last night - when connected to the WiFi I am unable to load SPECIFICALLY the Halifax app on my phone or PSN (both via the console or in browser/app) 

Screenshot_20201015_225750_com.android.chrome.jpg

Above is a screenshot of what appears when connected via WiFi. For some reason it won't let me upload the second picture of the working website 1 minute later when I disable WiFi and run off 4G. 

Same thing happens on the console. It connects to the WiFi and I can use the PlayStation browser to reach Google etc but actually logging into the PSN account is not achievable unless I hotspot my phone to the console. Something is blocking the handshake between these platforms and my ISP

I have ruled out faults with the individual services as they work on 4G and the fault is the same across multiple browsers including incognito mode and when routed via VPN. 

I have also tried the usual power cycling of the router and connection to both the 2Ghz and 5GHz frequencies but no joy. I also disabled the firewall and that didn't help, I can't figure out the problem. BT support have recommended calling to get port forwarding done but I don't see a) why that would need to take place for  a fault that seemingly developed overnight and b) how that would solve the issue on BOTH platforms/services affected being PSN and Halifax. 

Any help would be amazing thanks!

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5 REPLIES 5
Keith_Beddoe
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Message 2 of 6

Re: Wifi stopped loading Halifax and PSN

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@mathewburr 

See if BT Web Protect is active on your account, as that can block some sites unintentionally, and BT have been automatically enabling it for all customers.

You can check this by logging into MyBT.

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mathewburr
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Message 3 of 6

Re: Wifi stopped loading Halifax and PSN

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Thanks for your reply - Web protect is disabled 

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Keith_Beddoe
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Message 4 of 6

Re: Wifi stopped loading Halifax and PSN

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mathewburr
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Message 5 of 6

Re: Wifi stopped loading Halifax and PSN

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Thanks for your replies. I called BT technical support and they performed both these tasks to no avail. I have investigated further and it appears my ISP connection appears suspicious on outgoing connections? Screenshots below from Office.com ( trying to download word to my Mac - note 'request blocked' on the tab header) and an electric bike company ordering page redirected from an email

Screenshot_20201016_104334_com.android.chrome.jpg

IMG-20201016-WA0002.jpg

As you can see this problem is affecting me on multiple services across multiple devices and does NOT occur when connected to 4G or hotspot  

 

 

 

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mathewburr
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Message 6 of 6

Re: Wifi stopped loading Halifax and PSN

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Swapping the router fixed the problem

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