Access to bt.com websites

[DavidD2]

While I am a TalkTalk broadband customer, my main email account is with BT.  Since Wednesday, I have been unable to access any BT website on a web browser on any laptop, phone or tablet connected to my TalkTalk wifi, although I can connect to all other websites I have tried.  Also if, using a tablet and a web browser, I switch off wifi and use a 4G connection I can access BT websites.  Similarly, if I use an email app on a laptop, phone or tablet with my wifi, I can connect to my BT email service.  No parental or similar controls appear to be (or have ever been) switched on on my modem router or within the TalkTalk account system.  I have switched the modem router off for an hour, but no change. Can you help?

Thanks

David

[Mike567]

Exactly the same problem since Friday. I have looked at my router and followed the instructions as provided by Davecm to change the DNS to Google and then I could connect to by webpages and by app. So must be something changed by Talktalk

[DavidD2]

Thank you all for your comments.  I too found that changing the DNS settings cleared the issue, so it would appear to be some issue on TalkTalk’s servers.  I have also informed BT.

[Piercadeby]

Thanks to davecm, I have changed the DNS settings as recommended and it seems to have sorted the problem in accessing BT sites.

There are still issues within BT Sport itself, as there always has been, where sometimes stuff just refuses to run or takes several attempts before it works, but I suspect this is an issue with BT and not the TalkTalk router settings.

Thanks again.

I think you are right rutheg, this only started happening 2 days ago so it has to be something TT have done and hopefully they will rectify it for people who don't want to risk messing with the router settings.

[Rutheg]

I have tried to follow the instructions to change the Google DNS workaround and although I can find the DNS information I am not confident enough that I understand how to change it and I don't want to mess anything up in the router settings.  Surely if this is an issue with the TalkTalk server it should be rectified by TalkTalk.

[davecm]

The issue appears to be that the Talktalk DNS servers are not allowing traffic to the bt.com domain.

I changed the DNS settings in my router to Google DNS 8.8.8.8 and 8.8.4.4 and the BT sites work normally.

Change the setting back to the defaults, either dynamic DNS or 79.79.79.79 and 79.79.79.80, and the sites stop working again.

I reported it via chat to support, who were unable to understand what I was saying, and no idea what a DNS server is. I suggested they email my chat with it's error messages up the chain of command, but if it's been like that since Wednesday it suggests someone is asleep at the wheel.

I also reported it today to BT support, who did understand what I was on about and said they would escalate it to the relevant team at TT.

If anyone wants to use the Google DNS workaround, you'd need to look up the instructions for your specific router model, on this page.
https://community.talktalk.co.uk/t5/Articles/Using-3rd-Party-DNS/ta-p/2205279https://community.talktalk.co.uk/t5/Articles/Using-3rd-Party-DNS/ta-p/2205279 

[Piercadeby]

Just to add that this is happening here too, first noticed when it failed to log into the BT Sport app on a tablet, PC and Smartphone, also tested the BT TV app which failed as well, as did all BT websites. Interestingly BT Sport continues to work on an Amazon Firestick but NOT on a Chromecast with Google Tv.

I don't subscribe to a VPN but have tested using a free VPN which offers  US & Dutch ip addresses (protonvpn) and as others have found this does indeed give access to BT sites, it then fails of course on BT Sport as broadcasts are only allowed for UK users.

It very much sounds that something has occurred on TalkTalk servers, I just hope it's sorted before this weeks Champions League matches !

[delboyessex]

As I posted previously, I find that connection is possible if I use a VPN (& hence their server to connect to BT rather than yours). This makes me think there's a routing problem in you servers somewhere. The fact that several people are reporting the same problem with the BT website at exactly the same time also adds weight to this theory. I'll just keep using the VPN until you get it sorted!

[Gliwmaeden2]

Your point of contact over the weekend is by Chat  / phone. 

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Some staff will be back on here on Monday. 

[srwest11]

Hello

I have the same problem. I have been unable to access my BT emails for over 48 hours. I have reported it to both yourselves and BT but seem unable to get you to properly investigate the issue. Can you please work with BT to resolve this issue asap rather than saying it is an issue with our home routers/settings etc.

My current Ip address is 92.3.136.240.

C:\Users\srwes>ping bt.com

Pinging bt.com [213.121.43.2] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 213.121.43.2:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\srwes>tracert bt.com

Tracing route to bt.com [213.121.43.2]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 25 ms 21 ms 21 ms 88-109-0-1.dynamic.dsl.as9105.com [88.109.0.1]
3 24 ms 23 ms 24 ms ae53-ner001.bre.as13285.net [78.144.1.13]
4 25 ms 25 ms 24 ms ae53-scr101.thw.as13285.net [78.144.1.12]
5 25 ms 30 ms 25 ms ae60-scr102.thw.as13285.net [78.144.1.111]
6 25 ms 25 ms 25 ms host-78-144-3-173.as13285.net [78.144.3.173]
7 25 ms 25 ms 25 ms 62.6.201.156
8 30 ms 29 ms 30 ms acc3-hu0-0-0-0.manchester.ukcore.bt.net [62.6.201.249]
9 30 ms 30 ms 30 ms 194.72.7.101
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Kind regards

Stuart

[srwest11]

92.3.136.240

Tracing route to bt.com [213.121.43.3]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    21 ms    21 ms    21 ms  88-109-0-1.dynamic.dsl.as9105.com [88.109.0.1]
  3    24 ms    24 ms    23 ms  ae53-ner001.bre.as13285.net [78.144.1.13]
  4    25 ms    26 ms    27 ms  ae53-scr101.thw.as13285.net [78.144.1.12]
  5    26 ms    25 ms    25 ms  ae60-scr102.thw.as13285.net [78.144.1.111]
  6    25 ms    25 ms    25 ms  host-78-144-3-173.as13285.net [78.144.3.173]
  7    26 ms    26 ms    25 ms  core3-hu0-3-0-1.faraday.ukcore.bt.net [194.72.16.133]
  8    30 ms    30 ms    29 ms  acc3-hu0-0-0-0.manchester.ukcore.bt.net [62.6.201.249]
  9    30 ms    31 ms    30 ms  194.72.7.101
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

[delboyessex]

I'm having the same problem with the same site! The response to www.bt.com is Hmmm...can't reach this page. I found that a simple workaround is to use a VPN, then everythings peachy. The problem started a couple of days ago, just like the customer in the previous post. Restarted/reset everything but no joy.

[DavidD2]

Hi Karl

Still not working. The ping came back timed out for all of the four responses

Thanks

[Karl-TalkTalk]

Hi

I've been testing here, but I'm in the office today on the corporate network and it's working here, was not able to test from my home TalkTalk connection.

@DavidD2 - Can you test again and see if it has started working for you.

Karl.

[ferguson]

When I read this I tried the address in question and got the same message, so thought I would wait and see what emerged. I have just tested again and connected to the site straight away, so maybe this was a temporary issue which has now been resolved, have you tried again more recently? 

[Karl-TalkTalk]

Hi

The following article will explain how to do this :

Run a Ping or Traceroute - TalkTalk Help & Support

Thanks  

Karl. 

[DavidD2]

Hi Karl

Can you advise how I should do that

Many thanks

[Karl-TalkTalk]

Hi

Can you ping or run a traceroute to bt.com ?

Karl.

[DavidD2]

Hello Michelle

The error message is:

This site can’t be reached

Check if there is a typo in www.bt.com

if spelling is correct, try running Windows Network Diagnostics

DNS_PROBE_FINISHED_NXDOMAIN

When I ran the diagnostics, the response was: “The DNS server isn’t responding”

Thanks

[Michelle-TalkTalk]

Hello,

Apologies, I completely mis-read that. What error message do you see when you can't access the BT site?

Thanks

[DavidD2]

Hello Michelle

Yes, as indicated, I powered down for an hour an restarted, but no change

Thanks