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? 

[BellNick · Accepted solution]

Hi all,
For those experiencing this issue, please do the following:

1. Disable any VPN's you may have.
2. Disconnect any third party equipment such as a router from your setup.
3. Perform a Traceroute and share a screenshot of the results.

To perform a Traceroute:

1. Access your modem GUI (192.168.2.1 into a web-browser)
2. Select Advanced Tools and settings 
3. Utilities 
4. Traceroute.
5. Enter the Host (website)
6. Select test.

Looking forward to hearing back.

[Billion]

I have no access to some websites.
If I use a VPN on my computer on my home wi-fi network, I have access.
If I use another internet provider, such as the internet on my mobile phone, I can access that site.
If I use any device (PC, iPhone, Android) on my home wi-fi network - I cannot access.

Tracing as described above gives an error:
Result Error: Max hop count exceeded.

[Sammar Abbas]

Hello, I was accessing new.mou.ir (web link) on bell home internet (Giga Hub) without a issue. for last three days, I am unable to access it using bell home internet wifi. But if I use bell mobile internet on my cell-phone I am able to access same link (new.mou.ir).

Can anyone help, why its doing so

[Billion]

My problem was solved today. I called Bell yesterday, that may have helped.

[BellPatricia]

Hi @Sammar Abbas 

Welcome to the Bell Community and thank you for your post.

Please check out the tips in our helpful reply and get back to the Community with the requested information if you are still having trouble.

@BellPatricia 

[Sammar Abbas]

Hello Patricia, 

On bell modem link tracert giving error that is captured in following screenshot. I have also provided you tracert result from commandline. "new.mou.ir" is the correct link that i am using for years, since last week I am having the issue.  

[BellPatricia]

Hey @Sammar Abbas 

Thanks for your reply 🙂

What exactly happens when you try to access that webpage (e.g: do you see an error)? Are you able to test on a different device while connected to your Bell network to see if the same thing happens?

Can you also clarify if you are using a VPN or any third party equipment; and ensure the modem's DNS setting is configured to AUTO. You can verify by going to your modem GUI and then checking in the Advanced tools and settings under DNS.

Keep us posted!

@BellPatricia 

[Vanadiel]

For a traceroute using the modem interface use new.mou.ir.

[Vanadiel]

I can reach new.mou.ir using either Bell or Rogers (Shaw) as internet provider, so the issue must be located somewhere else.

[Sammar Abbas]

Thank you @Vanadiel  for the response. here is traceroute

[Sammar Abbas]

Hi @BellPatricia 

I am not using VPN or 3rd party equipment. Till last week, i was able to access "new.mou.ir" but for last 7 days if I am trying to access the link on Bell Wifi (Giga Hub) its failing on all the devices I have and following page i see.

However, on my phone i have bell mobile network there i can access the same page but not on wifi.

Following is the traceroute 

[Vanadiel]

As seen in the tracert you posted earlier, the routing using core-backbone.com is very poor with lot's of timeouts.

This is likely the cause of the issues you are experiencing. I can still get the web page to come up, but it's very slow due to the routing issues.

[Sammar Abbas]

Hi, what is the solution for my Bell Wifi? everytime I am using hotspot to connect with the page.

[BellPatricia]

Hi there @Sammar Abbas 

Allow us to take a look, we have sent you a quick private message to discuss.

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

@BellPatricia 

[Grigoriy]

Sometimes I haven't connection to some sites.

Especially important for me livejournal.com .

It' s exactly bell connection problem, because at my phone I can see it a the same time. 

And it's problem for those sites, because many others I can see at the same time via Bell connection