Can't access specific website

[Rogatien]

I manage a small WordPress website. Earlier today I connected to the site and everything seemed fine, but then suddenly I couldn't do anything with it.

I disconnected from the site and then found I could not access it at all--not even as a visitor to the site.

The problem extends to the several computers on my WiFi network, but I have checked with the hosting provider and a couple of other people outside my network, and they see the site just fine.

I bounded the router (HH300) and that didn't help.

In fact, I can see it too, from my phone, when I turn off WiFi.

Anyone got any ideas about what may be happening and how I might proceed? 

[BellPatricia]

Good day @Bruce Reid

We would like to review this a bit closer, and have sent you a quick private message. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

- Patricia

[JDens]

@BellPatricia in case you need a second example for the team to troubleshoot with, I'm also having the same issue as @Bruce Reid. I am also unable to sign into the CRA site, and I also am unable to login to another site for the Canadian government. I can only login to both of these sites if I use my cell phone and turn off wifi (my cell is not through Bell). 

[BellPatricia]

Good day @JDens,

Welcome to the Bell Community, and thanks for reaching out.

When this happens, do you have any trouble accessing the modem GUI (192.168.2.1)?

What type of device are you using, and have you tested on any other devices connected to your home Wi-Fi to see if you are still unable to access the website? 

Are you using a VPN while connected to your home Wi-Fi? If you are, please turn it off and then test to see if this persists. 

We also recommend testing a direct Ethernet connection if possible. 

Let the Community know how everything is going.

- Patricia 

[Vanadiel]

That url cannot be directly accessed.

If you use it directly, you will get this error message:

Forbidden

You don't have permission to access / on this server.

Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request.

[JDens]

Hi @BellPatricia! 

I am having no issues connecting to the modem GUI.

I have both a personal Windows computer using an updated version of Chrome and an iPhone on the most recent iOS, and cannot connect to either Government of Canada sign-in page when on my Bell wifi. As soon as I turn off my connection to Bell, I'm able to access the sign-in pages without issue on my phone. I don't have a way to connect directly to the modem with my computer, it's a large desktop and the modem is across the house. 

I have confirmed VPN is turned off on both devices. The only method that allows me to get to the sign-in pages for either official website is turning off my access to Bell internet. 

[JDens]

@Vanadiel appreciate the note, but I am not trying to access the link directly. I am going to the landing pages for both CRA and IRCC and using the "Sign In" button, which then takes me to the long string ".gc.ca" page which will not load and only returns the error above. I included the direct URL above for troubleshooting purposes. 

[DW001]

@JDens,

I'm wondering if you have any browser Extensions that are active when you go to the website?  They can cause the timeouts to occur if they are restricting access to the website (especially antivirus software extensions).

Have you tried clearing out old browser cookies? Cookies have caused me problems at times with old retained outdated information, especially if you only go to the website once a year.

[louislbnc]

I'm having the same issue. I'm following links when starting from canada.ca so I know it's a correct address. Tried on two computers and two phones connected to my Bell wifi. No VPN, no extesions on the browser, incognito mode, multiple browser, etc. It doesn't connect and I'm stuck with a loading page.

Wasted hours on this, called and waited on hold with CRA to try and figure the issue. They couldn't figure it out either. Finally tried disconnecting my phone from wifi and it worked. Incredibly frustrating. Bell please fix this, clearly the issue is on your side. 

[HimaTech]

Hi @BellPatricia,

I have the same issue like the one of Bruce Reid. Could you kindly PM me to get it resolved for me as well?

Thanks

[BellPatricia]

Good day @louislbnc & @HimaTech,

Thank you both for reaching out to the Bell Community.

Which modem do you have? Do you get any error screen when you try to access the CRA website?

Please share a screen shot showing the results you get when doing a traceroute to the website. Simply access your modem GUI (192.168.2.1) and select Advanced Tools and settings > Utilities > Traceroute. Then enter the Host (website) and click test.

We're looking forward to hearing from you.

- Patricia

[HimaTech]

Hi @BellPatricia ,

Thanks for your prompt response. Here are the required information:

• Modem: Giga Hub
• Errors: No errors.. it just shows a broken image and underneath a loading circle.
• Traceroute results below:

Also sharing how the loading page looks like:

[HimaTech]

Hi @BellPatricia ,

Please see below the traceroute results:

Thanks!

[Vanadiel]

It will exceed the maximum hop count as it does not respond to ICMP messages.

I would use your browser incognito mode starting with the original site, as these sites do not allow a direct connection. Virus scanners and browser extensions can lead to errors when accessing certain web sites.

apps8.ams-sga.cra-arc.gc.ca will take you to https://www.canada.ca/en/revenue-agency/cra-canada.html because of that.

[BellNick]

Hi there @HimaTech 
Are you able to share where exactly it is that you are getting the 'apps8.ams...' link from? What happens when you try to access the Government of Canadawebsite directly?
Looking forward to hearing back?

[HimaTech]

Hi,

Here are the steps to reproduce the problem:

1. Go to login to the "CRA My Account" on Canada.ca
2. Choose "Sign-in partner"
3. I picked a partner and I got redirected to enter the partner credentials
4. After entering the credentials successful, I get redirected to "https://apps1.ams-sga.cra-arc.gc.ca/gol-ged/awsc/amss/2fa/selectphonemethod"
5. I confirm the phone method, then I receive the OTP
6. After entering the OTP always on the same domain "apps1.ams-sga.cra-arc.gc.ca", I get the error BUT funny enough that it's working now!! I tried a couple of times and it's working.. then I assume that I don't have an issue any more.

Thanks anyway for your prompt responses and interest in solving my issue.

Kind regards,

Ibrahim