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? 

[xrennug]

Have recently been getting issues connecting to various websites. Some have popped up with Access Denied for several days then go back to normal. However, I can't access the gotransit.com website at all. When I use data through my phone, it works fine. But when I connect to Bell WiFi, it times out.  I have rebooted my modem and the result is the same. 

Using the model utilities, when I run a ping, there's no result. When I do a trace, I get "Error: Max hop count exceeded".

Nslookup works:

Name: www.gotransit.com 
Address: 76.76.21.21

Current DNS server IP

Primary DNS: 207.164.234.193

Secondary DNS: 207.164.234.129

Is there some sort of loop going on?

[BellKris]

Hi there @xrennug. Welcome to the Bell Community, and thanks for reaching out.

For the Community to be better able to assist, could you please clarify with some further details?

• Are you able to share which model modem you have?
• Do you have any third party device connected such as a router and if so, have you attempted to disconnect it from your setup to see if the issue persists?
• Do you have any active VPN and if so, have you tried disabling it to see if the issue persists?
• Does the webpage only say "Access denied" or is there any further message / error code showing that you can share?

Looking forward to hearing back from you. Best wishes.

[xrennug]

The website is working now. I have not made any changes at all.

[WelshTerrier]

Good Day

That is great news. Thank you for updating & sharing this with the community.

Did you by chance reboot your modem by doing a complete power off, waiting 30 seconds and power it back on? Clear your cache, cookies & history in your web browser?

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.......

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