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? 

[WelshTerrier]

Good Day.

Are you able to share with us exactly where & when you are experiencing the log in issue? Have you tried accessing the CRA using a different web browser? Have you cleared your history, cache & cookies? Are you using a VPN?

Are you able to access the CRA website using a computer? Please use the following web link & advise us on what at what point you encounter an issue. Canada Revenue Agency (CRA) - Canada.ca

Are you able to access other Government of Canada websites? E.g. Home - Canada.ca

Let us know & we will do our best to assist you.

Take care.

[dks]

Thank you for your question. I have had my own frustrating experiences with the CRA web site. I have narrowed it down to the security the CRA uses as opposed to anything related to my Bell internet. I am not saying your issue is the same, but the CRA web site does have issues, unfortunately. I can long in to one CRA account but not the other I have. Same computer, same browser. One will work and one will not. 

[JulienO]

Hi, some more info I've ran into while trying to find a work around for my problem.

I still can't access .gc.ca domain websites without it timing out when using my home network (no VPN or anythinig else connected, doesn't work on any browser, etc.). Though it turns out if I do connect a VPN and then try acccessing the websites they load normally. This has confused me more and while I was able to access CRA now, I don't want to always have to connect to a VPN when doing so.

[NowWhat · Accepted solution]

I was on the phone with a tech support agent, and after turning all the boxes, including the modem and waiting 30 seconds before powering it back up again, success!

In one way I was annoyed that it was something so simple, but obviously relieved that it has been resolved. Something that I saw on the screen of the modem made we wonder if there was a “connection”.

My Internet was antenna, but after rebooting, it showed as Fibe Internet, but my tv is still satellite. The agent gave me a number to call for the sales department to inquire if we now have Fibe for the tv as well.

[WelshTerrier]

Good Day

That is great news.

An old rule of mine that I carry around with me each and every day. Keep it simple! When in doubt & nothing else works & you have exhausted all other avenues, just try one of the 3-Rs: Refresh, Restart or Reboot....... .

Thank you for sharing this and updating the community.

Take care.

[JulienO]

Calling Bell has helped. They've assigned me a new IP address and told me to factory reset the modem. With the new IP address I can access the problematic websites without a timeout.

[WelshTerrier]

Good Day @JulienO 

Thank you for updating & sharing this with the community. Glad to see everything is now working & you are able  to access the specific problem sites.

Rebooting a Bell modem often changes the IP address. If this does not change your IP address, you can fully power your modem completely off, by unplugging it from the power source, waiting 30 seconds, then plugging it back in.

A Bell modem reset returns the modem to its original factory settings, erasing all personalized settings, and is typically performed when the modem isn't working correctly.

Take care.

[Farmlife4me]

On my Home Hub 2000 modem, I have no restricted access or blocked profiles configured, yet I am unable to access just a very few common-use websites.  If I turn off the WiFi on my phone, I can immediately access these same websites.  I have only wireless access for my home computer and this is where I need access to these sites.  I've looked through the settings on my Bell WiFi app and I don't see any issues using this monitor.  Could anyone tell me what could be causing these restrictions? Thanks.  

[WelshTerrier]

Good Day & Welcome

Thank you for posting your question.

Have you activated the Guard security feature in the Bell Wi-Fi app? If so, I suspect this is the reason for your inability to access certain websites.

The content access feature of Guard restricts content at a device or person level. Guard is AI-driven security for devices on your Whole Home Wi-Fi network. Powered by cloud-based real-time protection algorithms and intelligence based on machine learning, Guard neutralizes threats throughout the home. Security features inherently require information to protect your devices, and these features are designed to respect you and your data privacy. You’re in full control of enabling, disabling and customizing these features.

Guard features monitor your device network for metadata like DNS, IP address and packet sizes.

I have included the following support web link that will explain Guard. This should answer and resolve any further questions you might have. Simply adjust the Guard settings in the Bell Wi-Fi app that best meet your needs.

Learning about and managing the Guard feature

Let us know if you require further assistance.

Take care.

[Farmlife4me]

Thank you for your response. 

Based on your advice I did further digging. I've learned that since my modem is a HomeHub 2000 model, it does not have the Guard security feature available.  I currently do not have any restrictions applied on any of the devices in my whole home network.  A couple of the inaccessible sites that are causing me grief are my municipal offices website and the Ontario Parks website.  Neither of these are malicious sites, yet they just time out every time.  I've done further searching on this topic and I see I'm not alone in having a similar problem as many others.  Disappointing, but maybe there's a fix for it out there somewhere?

Thank you again though for your advice.     

[dks]

Thank you for the clarification. I know that there is a huge demand for the Ontario Parks web site with time outs being common. You might also ask your neighbours, if they are Bell customers, if they are having similar problems. You might also ask your municipal office's staff if others have reported difficulty accessing their web site. 

[BellPatricia]

Hi @Farmlife4me 

Welcome to the Bell community and thank you for all of the troubleshooting you have tried.

We want to dig into this further and will send you a private message soon. 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 

[Bosch]

Hi @BellPatricia 

Were you able to help @Farmlife4me get on the Ontario Parks website?  I am having the same issue on all my devices and have to turn off Bell and switch to my cellphone data to get the website to work. 

I also have a HomeHub2000 and do not have The Guard. I have reset my router a couple of times with no success.

Thank you

[BellPatricia]

Hey there @Bosch 

Welcome to the Bell community 🙂

Could you please share a screenshot of the results when you run a traceroute to the website?
To run a traceroute simply:

• Log in to your modem interface at 192.168.2.1.
• Navigate to Advanced Tools & Settings > Utilities > Traceroute.
• Enter the website (host) and select Test.

Hope to hear from you soon,

@BellPatricia