Problem connecting to Mychart

[#1]

We have Plusnet Unlimited Fibre broadband. My local hospital uses an app/website called Mychart to send letters, appointments and test results. This worked fine until a month ago, since then I've been getting the message 'Safari Can’t Open the Page because Safari can’t establish a secure connection to the server...' or 'Safari couldn’t open the page because the server stopped responding'.

I've tried other browsers and devices on our wifi (mac, PC and iPhone) but I get the same type of message every time. By chance I found I could access Mychart using data instead of wifi on my phone and tethering my laptop to my phone - so the problem must lie with the wifi. I phoned Plusnet who said Mychart isn't being blocked by SafeGuard but didn't offer any further advice or a solution. Does anyone have any ideas on what might be causing this problem or how it could be fixed? Thanks for your help.

[#2]

@Pen1 

I don't have a Mychart account but just going through their website, selecting UK and picking an NHS hospital at random e.g Addenbrooks , I can certainly get to the login page https://mychart.addenbrookes.nhs.uk/MyChart/Authentication/Login? from my Plusnet connection.

[#3]

Thanks for your reply, it's good to know it works for Addenbrookes! My problem is with mychart.kch.nhs.uk - I can't access the login page - sorry, I should have said that.

[#4]

Using your link in the above post, @Pen1 neither can I, and I'm not on PN, so going a totally different route, which suggests an error further down the line.

[#5]

@MisterW 

with a little research I found this page https://www.mychart.org/LoginSignup this details the health authorities that use this system

I can not connect to Guys and St Thomas or Kings College Hospital my chart login page, there may be more

The problem is a bit familiar, nslookup results, for the two above

mychart.kch.nhs.uk = 157.203.6.154

mychart.gstt.nhs.uk = 157.203.6.154

secure.nsandi.com = 157.203.60.156

Edit: mychart.kch.nhs.uk also resolves to 157.203.6.154

[#6]

@Dan_the_Van Strange - I just tried an mtr trace to the given address and came to a stop at the 'ZYO' point.

[#7]

Thank you for this. What does it mean in layman's terms? Is there anything I could tell the hospital on their Mychart helpline? When I said I was having trouble the person I spoke to wasn't aware of any problems.

[#8]

@Dan_the_Van I did wonder if it was related to the NS & I problem, the timescale seemed too co-incidental.

Obviously I was just lucky in picking Addenbrookes ( the top one ) which worked.

Like you , I can't get to Guys

@Pen1 this seems to be related to the problems with routing to N S & I. It would seem that some of the Mychart sites are hosted by providers on similar IP ranges to N S & I. 

There was a routing problem reported around 4 weeks ago, at that time Plusnet put in a temporary workaround whilst N S & I and its provider investigated a permanent solution.

Is there anything I could tell the hospital on their Mychart helpline? 

Very unlikely, if this is a related problem, they won't understand a word...

I'll prod the escalation in the SU space to confirm if this is a related problem.

[#9]

Thank you all

[#10]

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@Pen1 wrote:

Thanks for your reply, it's good to know it works for Addenbrookes! My problem is with mychart.kch.nhs.uk - I can't access the login page - sorry, I should have said that.

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Neither can I.

It looks like a case of NS&I (plus Royal Mail) all over again!

[#11]

Or, they haven't sorted it out - I still think there is a broken link in the chain.

[#12]

Wonder if it is anything to do with the cyber attack that both these hospitals had in early June

[#13]

@mystreet1 When it also seems to affect NS&1 and (reportedly) Royal Mail, and has only recently surfaced?

[#14]

I think the recent hack that caused appointments and operations to be cancelled at south London hospitals was on Synnovis, a pathology laboratory which processes blood tests on behalf of the NHS - I wouldn't think that would affect Mychart, would it?

[#15]

@Pen1 - No, it wouldn't.