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 (18.104.22.168) 56(84) bytes of data.
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
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 the update and the PM Please check my PM'd reply and keep me updated on that.
Would you do me a favour please and enable modem modeon 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.
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.
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 (22.214.171.124), 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 (126.96.36.199) 14.404 ms 14.489 ms 14.563 ms 3 * * * 4 * * * 5 * * * 6 nrth-ic-1-ae1-0.network.virginmedia.net (188.8.131.52) 15.503 ms 15.435 ms 13.339 ms 7 m674-mp2.cvx1-b.lis.dial.ntli.net (184.108.40.206) 20.634 ms 21.628 ms 21.740 ms 8 * * * 9 220.127.116.11 (18.104.22.168) 19.646 ms 19.369 ms 22.214.171.124 (126.96.36.199) 17.410 ms 10 188.8.131.52 (184.108.40.206) 18.450 ms 18.222 ms 13.182 ms 11 220.127.116.11 (18.104.22.168) 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.