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

[Franc2]

Same.

BT website and app are not accessible. 

[Karl-TalkTalk]

Hi

can you also please confirm which website, BT.com or Wix.com or both.

Thanks  

Karl. 

[delboyessex]

Still no joy here as of 08:45

[Karl-TalkTalk]

Hi All

We are chasing for updates this morning, can you please confirm if the websites etc are working today or are you still seeing the same error.

Karl.

[Ventoux]

I have the same very specific issue and just spent 30 mins talking to talk talk support who were trying to be helpful but couldn't see what the problem is.

Do issues from the community not get flagged up? One look at this thread would have saved 30 minutes of our time.

Anyone any idea when this will be sorted?

[Karl-TalkTalk]

Hi

Our network teams are looking at this issue currently to identify the root cause.

Thanks  

Karl. 

[hnez1208]

I have same frustrating issue.  Was told it'll be resolved by 7 May.  It hasn't.  I've found using VPN resolves the issue but longterm dont see it as solution for major ISP. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Mike567]

Thanks for the update Karl.

[Karl-TalkTalk]

Hi Mike

We have raised this to our networking teams so they are actively looking at this now.

Karl.

[MikeinOX]

Hi

6th day of not be able to access my talk21 emails managed by bt.com. When is this problem going to be fixed.

With a D-Link DSL3782 the DNS settings are fixed so the work around isn't available.

Thank you

[Karl-TalkTalk]

Hi

No real downside to using a different DNS, I've been using Google DNS for a number of years.

This issue has been flagged to our Service Desk here with examples passed across.

For those posting with no details in their 'Community Profile' , please make sure you add your home phone number or account number to your profile incase further examples are required.

Thanks  

Karl. 

[CKerr18]

Hi everyone. 

I have noticed I am having the same issues when trying to watch BT Sport last night and am so glad I have found this thread. It’s helpful for me to know that I am not the only person suffering in accessing any BT websites or apps, although I hope this will be sorted soon by TalkTalk

I have also tested out changing DNS settings and this does work. What are the downsides to doing this? 

Thanks, Craig 

[ferguson]

I have flagged this up again to the support team, hopefully they will respond here tomorrow. 

[Gupster1981]

Absolutely fuming to have been hung up on, disconnected by and more or less called a liar by Talktalk 

Have been told it would 100% be fixed at 8am today and have then been pulled from pillar to post with absolute excuse or excuse from Talktalk.

Was told to access the community for assistance and I'll get an update - asked for a link and was given the generic community page no direct link to this topic. 

Absolutely crazy that this has been on here since yesterday and TT are still asking me if it's a browser issue, me having VPN issue and also saying it's a BT issue.

Woeful service!!!!

[ferguson]

OK, good luck with that.

[davecm]

Hi Ferguson
I'm aware of that. I've sent a link to this thread to Support via Twitter, as online chat got me nowhere. Twitter seems to be manned.

[ferguson]

It's the weekend and a Bank Holiday as well, the team will respond here as soon as they can. 

[davecm]

Hi Karl

It seems to be a Talktalk DNS server issue. See my post later in this thread. Changing router settings to use Google DNS fixes the issue or provides a temporary workaround.

It may not be just bt.com affected. There are posts on the Talktalk Twitter page which suggest that people may be having similar issues with Wix.
Correction needed maybe?
The Wix issue may be related to Talktalk account Scam Protection settings. I'm not a Wix user so can't test properly, but the brief test I tried using a Wix static URL took me to a TT Scam Protection landing page.
I found that Talktalk had turned on Scam Protection on my account without notifying me, which blocks the use of AnyDesk or other remote access support tools.

[davecm]

Absolutely. Talktalk should be addressing the issue.

My changes to the router DNS settings were intended as a test to prove to me and to Talktalk that the issue is with Talktalk's DNS servers.

I'm not suggesting everyone should make those router changes, unless you need to access BT website frequently. In that case my changes are a suitable workaround.

BT.com should be accessible via a mobile data connection, on a phone, or by tethering a PC or tablet to a phone to use mobile data instead of Talktalk internet.