topic Re: Unable to access Cynergy Bank via the TalkTalk DNS server in Broadband

Unable to access Cynergy Bank via the TalkTalk DNS server

Jim_lineone — Thu, 04 Jan 2024 17:37:17 GMT

I am unable to access the Cynergy Bank website (www.cynergybank.co.uk which has the IP address of 107.162.158.249) via my TalkTalk router. It appears your DNS server can't resolve the address. If I change the primary DNS server to 1.1.1.1 in my TalkTalk Super router then it can resolve the address OK, or if I put the Cynergy Bank IP address in my browser address bar it can access it. I would rather stay with the TalkTalk DNS primary server on 79.79.79.79. Please could you investigate. Thanks

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

RichardF — Thu, 04 Jan 2024 17:58:46 GMT

For the last few days I've also been unable to access https://www.securetrustbank.com

I can access Ok on mobile or through ToR browser but can't be reached direct browsing using any of the browsers installed on my pc.

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Jim_lineone — Thu, 04 Jan 2024 18:19:08 GMT

Yes, exactly the same problem as I have with Cynergy Bank. I've just tried and Secure Trust bank doesn't work for me either. Try changing your Primary DNS server to 1.1.1.1 in your router and I'm sure it will then work for you.

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 06:48:46 GMT

Morning,

Can I just confirm, have you tried powering down the router for a full 30 minutes and then retested again as this will reset the current session?

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

RichardF — Fri, 05 Jan 2024 08:14:54 GMT

I've just rebooted my router for over 30 minutes as suggested but still can't access secure trust bank website.

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 08:16:41 GMT

Hello,

Ok, thanks for trying this. Are you using HomeSafe/KidSafe at all?

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

RichardF — Fri, 05 Jan 2024 08:18:08 GMT

No I'm not using home safe kids

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 08:24:00 GMT

Hi,

So just to confirm this only started a few days ago and prior to this you've been able to access this site ok?

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

RichardF — Fri, 05 Jan 2024 08:27:19 GMT

Yes as I set out in my post. I couldn't give an exact date as it's only a site I visit occasionally. Nothing has changed my end, however my pc and phone have just stopped accessing STB in the last week or so.

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 08:32:25 GMT

Ok thanks for confirming. I'm looking into this now and will come back to you with an update.

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

alfie07 — Fri, 05 Jan 2024 08:39:42 GMT

Just to say that I've experienced the same problem connecting to Cynergy. I think this started at the beginning of the new year.

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 08:44:16 GMT

Hello,

Sorry to hear this. Will let you know as soon as I know more.

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 09:58:39 GMT

Hi all,

Our team are investigating now. Can I just confirm, do you see any error messages when the site won't load or is it just a blank screen? Are you using an app or going directly via a browser please?

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

alfie07 — Fri, 05 Jan 2024 10:07:17 GMT

When I just used my Firefox browser I got the following message:

Hmm. We’re having trouble finding that site.

We can’t connect to the server at www.cynergybank.co.uk.

I've also used alternative browsers such as Edge and Chrome and get variants of the same message

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 10:07:59 GMT

The team have also asked if it would be possible to run a trace route to the affected site. Please send me the results via a Private Message.

Run a Ping or Traceroute - TalkTalk Help & Support

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

RichardF — Fri, 05 Jan 2024 10:09:23 GMT

I've tried in various browsers.(don't have an app) Message just indicates unable to connect and suggests network diagnostic.

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 10:14:48 GMT

Hi,

Thank you both. We're just liasing with our team now and will post back shortly.

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 10:18:13 GMT

Hi again,

The team have asked if you could do the trace route first and send this to me via a Private Message please.

Could you then both try switching KidSafe on in your My Account please and once it's active then add the site to the allow list, save this and then re-check if you're able to access the site again please.

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

Anonymous — Fri, 05 Jan 2024 11:19:40 GMT

Hello,

Just checking back in to see how you're getting on?

Thanks

Michelle

Re: Unable to access Cynergy Bank via the TalkTalk DNS server

alfie07 — Fri, 05 Jan 2024 15:12:03 GMT

Sorry - I've been out of the house for the last few hours. I've just tried the Traceroute command but the cmd window disappears on its own accord before I have a chance to copy the data. Also, I don't know how to send you a private message. One thought - have you or any of your team tried to access the www.cynergybank.co.uk address yourselves using a TalkTalk router. I'm thinking you may then encounter the same problem.