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

[Michelle-TalkTalk]

Morning,

Thanks for confirming that this is now working 🙂

Thanks

[Rutheg]

All working for me now, thank you.  Thanks also to members of the community for communicating this issue to TalkTalk support and making sure it was resolved.  Thanks also to the suggestion of a DNS workaround which enabled access to BT while the issue was being sorted out.

[Michelle-TalkTalk]

Morning,

I'm glad to hear this and thanks for confirming.

Thanks

[Mike567]

Yes all working here too

[Michelle-TalkTalk]

Morning,

Thanks for the update.

Thanks

[rgbrown1]

Hello 

I have just added bt.com as a site that is allowed on Kidsafe, and now I can access my webmail without using a VPN.

I also tried switching Kidsafe off and on again, and  I can still access webmail even without it being an exception on kidsafe, and without a VPN.

If that doesn't work, I have found that my emails were accessable via a mail client

[Karl-TalkTalk]

Excellent, thanks for letting me know.

Regards,

Karl. 

[davecm]

Confirming that as of the last few minutes, bt.com is now working.

[Karl-TalkTalk]

Hi

I'm glad that we here in the Community were able to revise your view of TalkTalk support and that our incidents teams found and resolved the issue.

Regards,

Karl. 

[davecm]

Hi Karl

The issue with BT.com is still there. Changing router DNS settings to use any DNS server except for Talktalk 79.79.79.79 is a workaround, which seems to prove it's an issue with Talktalk DNS.

When trying to report the BT.com issue via Twitter, I noticed comments from others about Wix. I thought initially it might be a related issue. Then I did a little testing, very limited as I'm not a Wix user. I pasted one of the Wix URLs from another user's Twitter post into my browser. I was redirected to the Talktalk Scam Protection landing page, which showed a message indicating the site was blocked as often used by scammers. There was no issue accessing the Wix.com homepage, only static.wix.com hosted pages I think.

I then checked the Scam Protection settings in my Talktalk account and found it was turned on. I had not turned it on, as I often use AnyDesk to support friends and family, and know that it is blocked by Scam Protetction.
It seems quite likely that the users experiencing issues with Wix might also have had their Scam Protection turned on by Talktalk, without their knowledge. I've created a separate forum thread for this issue.

[Gupster1981]

Karl 

All now appears okay - still absolutely baffled at the Customer Service from TalkTalk.  

I accidentally stumbled across this link - I'd have not thought it was a "broadband" issue in the community headings when the issue was a technical one. 

Crazy that the initial customer services team basically accused of making this up - then hung up in frustration as the lady I spoke too didn't understand what I was saying to then be in an online chat for 58 mins and then being disconnected as again the person didn't get what I was saying (or didn't fit the agenda of VPN's etc) - when it was on here all along. This sadly shows the discredit the community team are getting as ill be honest, once I saw this thread I gave up with the customer service team and followed this. I got more info from this thread than anything so thank you.

I work in emergency management and always work on the guise that if there is not an answer - then say that, it goes a long way. It actually seemed the customer services team were too busy accusing others or giving answers that were simply not true or were extremely unhelpful  in the way they couldn't give an answer but still gave one - that's a fine art 🙂

It almost became a game of how many times they could reply with the generic community URL and how many times I could go back and ask for the specific forum link - It must have been 10-11 times 🙂

Thank you for all your help - faith in TalkTalk and genuine customer services restored and from being an initial Tiscali customer you've shown that when i recommend TalkTalk to family and friends (and I get that face) I know my recommendation is still one I believe in. 

[Karl-TalkTalk]

Hi

can any affected confirm they are still seeing issues with wix websites.

Thanks  

Karl. 

[Franc2]

bt.com and the BT app are accessible now.

Thanks

[Karl-TalkTalk]

Hi

Thats great news.

If others can test www.bt.com and wix.com that would also help.

Thanks  

Karl. 

[delboyessex]

Just checked again & my BT email now works! 10.20am

[Karl-TalkTalk]

Hi

Please can you add your home phone number or account number to your 'Community Profile' as this will help when collating specific examples to pass to our network teams.

Thanks  

Karl. 

[babs55]

I have exactly the same problem. BT have checked everything their end, and it is a Talk Talk problem.

[Franc2]

Karl, can you please ask for an update from the engineers, as well as for an ETA, so that we can have an idea of the timing?

This is now taking very long now, and setting expectations would be key.

Thanks

[Karl-TalkTalk]

Hi

thanks for confirming.

Karl

[delboyessex]

In my case it's BT, never heard of wix