topic Re: TalkTalk no longer working on my work laptop when working from home in Full Fibre

TalkTalk no longer working on my work laptop when working from home

dc1990 — Wed, 15 Nov 2023 12:55:46 GMT

Hi,

Myself and several other people where I work are having issues connecting with TalkTalk when working from home now. When I use my phone as a hotspot and switch to Mobile Data it works fine. Our IT department have confirmed only TalkTalk (and companies using TalkTalk network) customers are affected and that we need to individually contact our ISPs to get this resolved. They have tried clearing cache etc and it hasn't worked.

When trying to load the web app we use to log in, it's saying

"Hmmmm... can't reach this page

openuni.via.aspect-cloud.net took too long to respond

Try:

Checking the connection

Checking the proxy and the firewall

Running Windows Network Diagnostics

ERR_CONNECTION_TIMED_OUT

I can confirm the laptop can still connect to the router and can use everything else like Edge, Skype, Teams etc with no issues. It's just when trying to use the main web app we need to use to log in, which I can't work without.

Please can this be looked into as soon as possible as this is preventing me working.

Re: TalkTalk no longer working on my work laptop when working from home

Karl-TalkTalk — Wed, 15 Nov 2023 13:06:45 GMT

Can you please add your home phone number or Account number to your Community Profile.

We will not attempt to call you, this is so we can locate your account and run tests on your line if you are reporting a fault.

We will then reply via this thread in our Community with any further advice or next steps.

If unsure of your phone number, and if your line is working simply dial 17070 from your land line phone and this will confirm the number for you. Alternatively these details can be found within My Account online or may be on the heading of any paperwork you have received.

Please post back on this thread when this has been done.

Thanks

Karl.

Re: TalkTalk no longer working on my work laptop when working from home

dc1990 — Wed, 15 Nov 2023 13:19:54 GMT

Hi Karl,

I've just added my landline number and account number to my Community account.

Thanks

Re: TalkTalk no longer working on my work laptop when working from home

Karl-TalkTalk — Wed, 15 Nov 2023 13:33:56 GMT

Can you perform a traceroute and send me with the details please.

My colleague has raised a ticket to Networks for this, and we want to include as much info as possible.

Thanks

Karl.

Re: TalkTalk no longer working on my work laptop when working from home

dc1990 — Wed, 15 Nov 2023 14:16:52 GMT

Hi Karl, I wasn't able to message it directly. Please see traceroute below

traceroute

Re: TalkTalk no longer working on my work laptop when working from home

Karl-TalkTalk — Wed, 15 Nov 2023 14:18:52 GMT

Thanks, I'll pass this to my colleague now.

Karl.

Re: TalkTalk no longer working on my work laptop when working from home

gmlack — Wed, 15 Nov 2023 15:24:10 GMT

FYI, you should "tracert openuni.via.aspect-cloud.net".

It's tracing a route to the server, not a URI on that server.

Re: TalkTalk no longer working on my work laptop when working from home

gmlack — Wed, 15 Nov 2023 15:26:28 GMT

And this is what I get when I traceroute it (it fails to get there...)

[gmllaptop]: traceroute openuni.via.aspect-cloud.net
traceroute to openuni.via.aspect-cloud.net (185.130.100.163), 30 hops max, 60 byte packets
1 asus (192.168.1.1) 1.272 ms 1.212 ms 1.346 ms
2 81.1.112.76 (81.1.112.76) 130.834 ms 131.689 ms 131.660 ms
3 ae51-ner001.mlk.as13285.net (78.144.1.25) 131.919 ms 136.523 ms 133.748 ms
4 ae51-scr102.thw.as13285.net (78.144.1.24) 136.463 ms 136.441 ms 139.081 ms
5 ae64-scr101.thw.as13285.net (78.144.1.134) 139.385 ms ae60-scr101.thw.as13285.net (78.144.1.110) 140.437 ms ae64-scr101.thw.as13285.net (78.144.1.134) 141.023 ms
6 Opal-ge-2.2.0.mpr1.lhr2.above.net (213.161.78.209) 140.468 ms 140.432 ms 139.790 ms
7 * * *
8 ae9.mpr1.lhr23.uk.zip.zayo.com (64.125.28.3) 70.892 ms ae11.mpr1.lhr23.uk.zip.zayo.com (64.125.28.33) 70.862 ms 71.128 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *

Re: TalkTalk no longer working on my work laptop when working from home

Karl-TalkTalk — Thu, 16 Nov 2023 07:49:20 GMT

can you try the site now and see if you can access.

Thanks

Karl.

Re: TalkTalk no longer working on my work laptop when working from home

Karl-TalkTalk — Thu, 16 Nov 2023 08:33:26 GMT

Just had an update from Networks. They have advised connection s failing at the web host. Tested from other Networks and they are seeing a failure at the web host end, can you ask your IT Teams to contact the web host directly.

Thanks

Karl.

Re: TalkTalk no longer working on my work laptop when working from home

Egnot18 — Thu, 07 Dec 2023 21:36:16 GMT

Hi. We have the same issue with St John Ambulance connection. Is there a solution to this we can throw at the SJA IT team?

Re: TalkTalk no longer working on my work laptop when working from home

Anonymous — Fri, 08 Dec 2023 06:19:23 GMT

Hi Egnot18,

Please can you create your own topic and we'd be happy to look into this for you.

Thanks

Michelle