A problem accessing a login site

[#1]

On my non-Plusnet connection, I don't see any issues using Firefox and Chromium on Ubuntu.

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[#2]

One last comment then I'm off this topic. So far as I am aware my traffic does not hit the BT network at all - it certainly hasn't when I have checked previous issues that 'may' have been down to routing issues. Think we saw similar with someone trying to access Tescomobile?

[#3]

Thanks for joining @JamesRollison 

The requests are getting all the way through to the webservers, and they are responding with an HTTP 403.

I've made a GET request at 19/02/2025T13:58:00Z if you can see it from IPv4 2.58.73.157 - returned 403

Steve

[#4]

@Townman 

The "Please enable JS and disable any ad blocker" is HTML within the HTTP 403 response so the browser is displaying that.

There is a cookie within the response too which references "geo.captcha-delivery.com" so to me, looks like their captcha service is geo-blocking us.

Steve

[#5]

Doing an mtr this is what I get:

1. fritz.box 0.0% 23 1.9 1.8 1.2 3.0 0.5
2. lo0-0.bng4.wh-man.zen.net.uk 0.0% 23 7.1 12.1 7.1 32.2 6.9
3. lag-8.p2.wh-man.zen.net.uk 4.3% 23 12.8 12.7 11.8 13.5 0.4
4. be26.p1.thn-lon.zen.net.uk 34.8% 23 13.1 12.6 12.1 13.2 0.3
5. ser007307.ixhs.uk.exponential-e. 54.5% 23 12.8 13.5 12.4 14.1 0.6
6. 83-244-249-251.cust-83.exponenti 0.0% 23 13.8 14.4 13.6 16.1 0.7
7. (waiting for reply)

I am using IPV6, BTW.

[#6]

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@jab1 wrote:

I am using IPV6, BTW.

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Yes but  https://www.mytescomobile.com/  isn't IPv6 ,  so  @jab1  you can only access that site via IPv4.

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[#7 · Accepted solution]

Thanks for the info.  It looks like this is a problem with our captcha rather than a firewall/network issue. I will find the dev team who look after that and get them to investigate.

[#8]

Hi, thanks for everyone's help with this problem.

A note to James - I can't say exactly when, but this only started to happen recently. Maybe about 2 months ago. So I guess something changed then at your end?

Hope that helps.

[#9]

Hi James,

I've just tried to log in as PAYG, and it is now working again, so thanks for getting it sorted.

And thanks to all the Plusnet guys for their help.

Nigel

[#10]

@JamesRollison and @Steve_BT 

Thank you to both of you for stepping into this user forum space to deliver a less than obvious fix to a peculiar issue.  A great example of B2B interworking to address end users' issues.

The fact that this worked off Plusnet's network and worked on the network for the contract product pages, somewhat pointed folks in the wrong direction.  I know from experience that resolving inter-organisational problems is never easy; it requires an effective coming together.

James - a massive thank you for entering into this space to facilitate a solution. 👍

[#11]

No problem. We pushed an emergency fix and that seems to have resolved the issue.  Thanks for reaching out, and thank you to everyone who posted detailed debugging info, that really helped us get to the bottom of it quickly.