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Patchthehamster
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Can't access www.sainsburysbank.co.uk

My parents are having trouble accessing www.sainsburysbank.co.uk via their Virgin Media wifi (Super Hub 2). As far as I can tell, this is the only website there is a problem with. It's accessible from my own house (I also have Virgin Media) and also via mobile internet. The website is not listed as being down. I've tried disabling the firewall and it makes no difference. Ping gives the following result:

PING sainsburysbank.co.uk (185.41.233.73) 56(84) bytes of data.

--- sainsburysbank.co.uk ping statistics ---
315 packets transmitted, 0 received, 100% packet loss, time 313999ms

And traceroute is similarly unsuccessful:

traceroute to sainsburysbank.co.uk (185.41.233.73), 30 hops max, 60 byte packets
1 routerlogin.net (192.168.0.1) 8.364 ms 8.346 ms 8.790 ms
2 10.21.40.1 (10.21.40.1) 19.494 ms 21.368 ms 21.918 ms
3 wolv-core-2b-xe-222-0.network.virginmedia.net (62.253.73.241) 24.835 ms 25.889 ms 26.434 ms
4 * * *
5 * * *
6 * * *
7 nrth-ic-1-ae1-0.network.virginmedia.net (62.254.42.218) 13.753 ms 64.429 ms 14.060 ms
8 m674-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.162) 16.414 ms 17.270 ms 21.587 ms
9 * * *
10 84.116.135.46 (84.116.135.46) 22.889 ms 21.298 ms 84.116.135.42 (84.116.135.42) 15.098 ms
11 195.66.237.10 (195.66.237.10) 17.663 ms 13.875 ms 15.286 ms
12 203.208.174.138 (203.208.174.138) 17.038 ms 21.293 ms 18.271 ms
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Does anyone have any idea what might be going on?

Thanks.

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Re: Can't access www.sainsburysbank.co.uk

Hi Patchthehamster,

Sorry that your parents are having difficulties with this site. However I wouldn't be concerned about the ping results as the sainsbury routers are likely rejecting ICMP ping packets. This is not uncommon with banks or other secure (https) sites. 

I would like to know:

  • What browser are your parents using?
  • Does a different browser allow navigation to the site?
  • What error message is returned when access to the site fails?
  • Does this problem occur on more than one pc/laptop?
  • Do your parents have our Web Safe enabled?

I've also sent you a PM (purple envelope icon, top right of page) requesting data so that I can check your parents connection. I'll investigate further as soon as I see your reply Smiley Happy


Jen
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Patchthehamster
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Message 3 of 23
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Re: Can't access www.sainsburysbank.co.uk

Hi Jen,

Thanks for your reply. I've just replied to your PM, but I'll answer your other questions here. We've tried my laptop, iPad, phone, my mom's iPad, and my dad's Samsung tablet and each have had the same problem. The same devices on my network load the page absolutely fine. On my laptop I tried three different browsers (Chrome, Firefox, and Internet Explorer) but each of them failed. The error message received is always something along the lines of 'server not responding' or a time out. I don't think they've ever used Web Safe. I can access other bank websites, it's only Sainsbury's bank we're having the problem with.

Thanks for your help.

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Re: Can't access www.sainsburysbank.co.uk

Hi Patchthehamster,

Thanks for the update and the PM Smiley Happy Please check my PM'd reply and keep me updated on that.  
Would you do me a favour please and enable modem mode on the Hub (you can revert back to router mode afterwards)? You'll need to connect a single pc or laptop to it via Ethernet. But this will force a change of WAN IP address and I'd like to know if the site access issues remain or not. 

Please post a traceroute on here whilst in modem mode so we can compare with the one you posted previously. 

Thanks, 

 


Jen
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legacy1
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Re: Can't access www.sainsburysbank.co.uk

get tracetcp
http://simulatedsimian.github.io/tracetcp.html
and run
tracetcp www.sainsburysbank.co.uk
and
tracetcp www.sainsburysbank.co.uk:443

run the trace over max timeouts

 

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Patchthehamster
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Message 6 of 23
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Re: Can't access www.sainsburysbank.co.uk

Hi Jen,

I must be doing something wrong....I connected my laptop to the Hub via an ethernet cable and enabled modem mode. I was then unable to do a traceroute as there was no internet connection (traceroute produced the error sainsburysbank.co.uk: Temporary failure in name resolution). I then had to reset the Hub. I tried again and had the same issue. Have I missed a step out somewhere? I followed the instructions you posted a link to but as soon as I'd clicked yes to enable modem mode and restarted my browser as per the instructions, I lost all connection.

Thanks.

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Patchthehamster
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Message 7 of 23
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Re: Can't access www.sainsburysbank.co.uk

Hi legacy1,

Thanks for your reply. I've installed and run tcptraceroute (I'm currently on Ubuntu and it appeared to be the equivalent of tracetcp). The output produces:

Selected device wlp2s0, address 192.168.0.5, port 55302 for outgoing packets
Tracing the path to www.sainsburysbank.co.uk (185.41.233.73) on TCP port 80 (http), 30 hops max

1 192.168.0.1 1.787 ms 1.903 ms 2.164 ms
2 10.21.40.1 12.786 ms 10.152 ms 11.095 ms
3 wolv-core-2b-xe-222-0.network.virginmedia.net (62.253.73.241) 10.245 ms 10.360 ms 8.188 ms
4 * * *
5 * * *
6 * * *
7 nrth-ic-1-ae1-0.network.virginmedia.net (62.254.42.218) 10.356 ms 31.320 ms 15.231 ms
8 m674-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.162) 15.366 ms 16.173 ms 13.832 ms
9 * * *
10 84.116.135.46 15.771 ms 20.146 ms 15.169 ms
11 195.66.237.10 13.684 ms 15.085 ms 13.973 ms
12 203.208.174.138 23.951 ms 16.739 ms 16.894 ms
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Destination not reached

I then tried running it with www.sainsburysbank.co.uk:443 and got 'Bad destination address: www.sainsburysbank.co.uk:443'.

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legacy1
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Re: Can't access www.sainsburysbank.co.uk

The IP you have when in router mode is either blocked by sainsburysbank or its the route back from sainsburysbank to your IP.

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Patchthehamster
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Re: Can't access www.sainsburysbank.co.uk

Hi Jen,

I've just had chance to try switching to modem mode again, making sure the ethernet cable was plugged into the correct LAN port as per your PM. This time it worked, and I was able to get on to www.sainsburysbank.co.uk while in modem mode. The traceroute was as follows:

traceroute to sainsburysbank.co.uk (185.41.233.73), 30 hops max, 60 byte packets
1 10.21.40.1 (10.21.40.1) 8.804 ms 7.737 ms 13.283 ms
2 wolv-core-2b-xe-1123-0.network.virginmedia.net (62.253.73.249) 14.404 ms 14.489 ms 14.563 ms
3 * * *
4 * * *
5 * * *
6 nrth-ic-1-ae1-0.network.virginmedia.net (62.254.42.218) 15.503 ms 15.435 ms 13.339 ms
7 m674-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.162) 20.634 ms 21.628 ms 21.740 ms
8 * * *
9 84.116.135.42 (84.116.135.42) 19.646 ms 19.369 ms 84.116.135.46 (84.116.135.46) 17.410 ms
10 195.66.237.10 (195.66.237.10) 18.450 ms 18.222 ms 13.182 ms
11 203.208.174.138 (203.208.174.138) 21.108 ms 21.968 ms 22.036 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

As soon as I switched back to router mode the website became unaccessible again.

Thanks.

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Re: Can't access www.sainsburysbank.co.uk

Hi Patchthehamster,

Thanks for doing that.

Both traceroutes however show the same path so this is not a routing issue.  I wonder if sainsburysbank have blocked your IP address (router mode IP) for some reason?

I'm not at all opposed to escalating this for you but feel that the solution may be out of our hands, so it's definitely advisable to explore this avenue first.

Keep me updated Smiley Happy


Jen
Forum Team



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