Routing query

[prandeamus]

I have a problem with web routing to at least one domain, and wondered if anyone can offer an insight.

Browsing is generally fine and I can reach a wide variety of sites, but when I try to connect to www.ghbc.org.uk or www.gorsehillbaptistchurch.org.uk the connection times out. At this time, the DNS for both of these sites resolves to 185.20.51.238 which seems fair as they are aliases for same site.

Server is definitely up

ping times out

browsers (various, firefox, chrome, edge) time out when connecting from home

independent of operating system (Linux, Android, iPhone)

Connecting on mobile phone internet works

Connecting on, say, Pizza Hut's free wifi, works

Yes, I have turned it off and on again

Traceroute shows the traffic passing through the local domestic hub, out to the sky network, and then towards the server which I understand is hosted on a godaddy reseller? Anyway it never reaches the target.

traceroute to ghbc.org.uk (185.20.51.238), 64 hops max
 1   192.168.0.1 (nowtvhub.Home)  5.479ms  6.944ms  7.324ms  
 2   *  *  *  
 3   2.120.11.150 (02780b96.bb.sky.com)  17.889ms  12.734ms  12.797ms  
 4   62.115.184.172 (slou-b1-link.ip.twelve99.net)  14.160ms  12.353ms  12.512ms  
 5   62.115.117.122 (ldn-bb4-link.ip.twelve99.net)  15.162ms  14.744ms  14.855ms  
 6   62.115.120.239 (ldn-b2-link.ip.twelve99.net)  24.605ms  13.957ms  14.027ms  
 7   62.115.152.103 (ae3.cr-merak.lon5.bb.godaddy.com)  14.323ms  14.616ms  14.811ms  
 8   87.230.113.31 (ae1.lds1-pe-mizar.bb.gdinf.net)  20.143ms  22.037ms  19.922ms  
 9   87.230.113.9 (ae0.100.sr-ares.lds1.dcnet-emea.godaddy.com)  20.552ms  22.833ms  20.145ms  
10   *  *  *  
11   *  *  * 

I don't see this problem anywhere else. The site owners have raised a ticket with the godaddy reseller, but you know what happens in situations like this - everyone says it is someone else's fault.

Does anyone have any idea about this? Can someone verify that they can reach the homepage of this site from a nowtv domestic setting, and if so can they post a trace route? Thank you for any insights

[schnapps]

Hi @prandeamus 

Those two sites linked above works for me on NOW Broadband with my Broadband Buddy account setting set to age 18.

Have you done any changes to your online account Broadband Buddy Settings? 

https://help.nowtv.com/article/broadband-buddy-troubleshooting 

[prandeamus]

I haven't knowingly look at BB settings since I jointed NowTV in Feb this year, and this failure is recent (last week or so). If your Buddy settings are under 18, is it blocked for you? (Thanks for checking BTW)

[schnapps]

Hi @prandeamus 

I haven't checked if using a lower age rating, but when my Broadband Buddy is set to age 18 which is the age rating I use from day one (no kids in my household) those two internet links open on my Android tablet.

If temporary trying age 18 or off doesn't help contact the NOW Broadband Team for further assistance.

Have you got their contact details? 

[prandeamus]

Thanks. I tried turning BB off entirely, and I still can't access that site. So I doubt that's the problem, but always good to eliminate the impossible. Probably time to call the broadband team, but I'll take a deep breath first. Knowing that you can see the site through your broadband is definitely helpful.

[prandeamus]

I seem to have a resolution. Power-cycling the hub didn't do anything, but connecting to the hub's admin interface and forcing a DSL disconnect-reconnect seems to have brought the site back. Either I just got lucky, or something I did flushed a bad routing cache, or maybe Santa Claus came early. Hopefully that's the end of the problem - I can check again tomorrow.