Can't reach NS&I login page

[#1]

There is clearly an issue which needs investigating but how to engage?

@Dan_the_Van If there was a clear way of engaging then I'm sure Bob (who posted earlier) would have done so by now...

and

does secure.nsandi.com work for you on your Zen connection?

No

[#2]

Not that it matters now, but my mtr is below:

1. fritz.box                         0.0%     5    1.4   2.3   1.4   3.8   1.0
 2. lo0-0.bng4.wh-man.zen.net.uk      0.0%     5    9.2   8.9   7.5  10.4   1.3
 3. lag-8.p2.wh-man.zen.net.uk        0.0%     5    7.6   7.3   6.5   7.7   0.6
 4. 195.66.244.191                    0.0%     5    9.1   8.0   7.7   9.1   0.6
 5. 94.31.33.78.IPYX-124905-ZYO.zip.  0.0%     5   27.8  13.1   8.9  27.8   8.2
 6. (waiting for reply)

[#3]

Confirmation, if any were needed, that packets aren't going anywhere:

Tracing route to secure.nsandi.com [157.203.60.156]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 5 ms 5 ms 5 ms 251.core.plus.net [195.166.130.251]
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

[#4]

I've just phoned NS&I, they say they are aware of the network issue and are working on it - it is temperamental, sometimes working, sometimes not.

PS. Phone originally answered by a very friendly sounding chap, very responsive to speech/answers/questions etc. But...

I asked him if he was a human. He politely replied that he wasn't. 🙂

Such is our world now...

[#5]

My IP is 212.159.xxx.xxx and SWMBO's is 194.75.xx.xxx

I did the following tracerts but don't understand the results

SWMBO
:\Users\Mike>tracert nsandi.com

Tracing route to nsandi.com [149.126.74.242]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.1.254
2 7 ms 6 ms 7 ms 172.16.10.207
3 * * * Request timed out.
4 10 ms 10 ms 10 ms 132.hiper04.sheff.dial.plus.net.uk [195.166.143.132]
5 10 ms 10 ms 10 ms peer7-et-0-0-4.telehouse.ukcore.bt.net [109.159.252.156]
6 11 ms 14 ms 10 ms 195.66.226.47
7 11 ms 10 ms 10 ms 149.126.74.242.ip.incapdns.net [149.126.74.242]

Trace complete.

Mine
C:\Users\Mike>tracert nsandi.com

Tracing route to nsandi.com [149.126.74.242]
over a maximum of 30 hops:

1 1 ms 1 ms 2 ms 192.168.1.254
2 12 ms 12 ms 15 ms 251.core.plus.net [195.166.130.251]
3 12 ms 12 ms 17 ms 84.93.253.95
4 11 ms 15 ms 11 ms 195.99.125.140
5 16 ms 41 ms 15 ms peer7-et-0-1-1.telehouse.ukcore.bt.net [109.159.252.148]
6 * * * Request timed out.
7 12 ms 13 ms 12 ms 149.126.74.242.ip.incapdns.net [149.126.74.242]

Trace complete.

[#6]

Using the IPV4 address that your DnS resolution gave.

tracert 149.126.74.242

Tracing route to 149.126.74.242.ip.incapdns.net [149.126.74.242]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.2.17
2 2 ms 1 ms 1 ms 172.16.16.161
3 * * * Request timed out.
4 6 ms 6 ms 6 ms 140.hiper04.sheff.dial.plus.net.uk [195.166.143.140]
5 7 ms 6 ms 6 ms peer3-et0-0-5.redbus.ukcore.bt.net [194.72.16.102]
6 7 ms 7 ms 6 ms 195.66.226.47
7 7 ms 6 ms 6 ms 149.126.74.242.ip.incapdns.net [149.126.74.242]

Trace complete.

[#7]

Now NS&I doesn't work for me.

The problem may be web browsers and cookies. And over-optimistic cookie expectations from NS&I?

[#8]

I phoned support and they made some configuration changes, and after a router reboot the problem has been fixed for the affected sites. Whatever was done has changed the IP address but it's unclear yet whether it's still static. 

[#9]

It may be fixed but has anyone managed to log in yet ?

[#10]

The issue of not reaching the NS&I login page - and some other sites too - gets fixed after you contact support. Log-in issues are something else - quite commonly reported with NS&I but thats not a PN thing. 

[#11]

The fix possibly relates to the plusnet broadband firewall - that can be configured from the account pages so thats something worth trying (with router restart) for anyone still seeing this issue

[#12]

Don’t use the Plusnet firewall, any more suggestions ?

[#13]

To be clear - are we talking about the thread issue - which is

- able to load nsandi.com/

- but cannot load the login page after clicking the log in button

If so then

- Go to page plus.net/member-centre/broadband/firewall

- check it's actually off

Or is the issue a failure to log in to  NS I even though the page loads OK?

[#14]

---

@kehall wrote:

I'm seeing issues with other services (proshipping.royalmail.com) but same IP block , which started precisely 00:00 9th July.. I suspect there's a BGP update gone wrong with their upstream network provider to certain blocks of IPs that PlusNet (and possibly others) use.

Whois reports that IP range is allocated to Atos IT Services UK, and as it's only a small subset of the internet, I suspect they're none the wiser as to the issue until their customers (the service providers using their systems) raise a ticket with them, which may be the next hardest thing to do given the lack of access to the relevant technical people needed. I'm trying via my contacts at Royal Mail but unless you've had some experienced in the game of internet routing it's not easy to comprehend!

organisation: ORG-AISU1-RIPE
org-name: Atos IT Services UK Ltd
country: GB
org-type: LIR
address: Second Floor, Mid City Place, 71 High Holborn,
address: WC1V 6EA
address: London
address: UNITED KINGDOM
phone: +448007833040
fax-no: +441616018842

role: ATOS Admin
address: 3300 Solihull Parkway
address: Birmingham Business Park
address: B37 7YQ
abuse-mailbox: UK.Abuse@atos.net
nic-hdl: ATOS5-RIPE
mnt-by: SEMA-UK-AS-MNT
created: 2013-10-05T00:51:50Z
last-modified: 2013-10-05T03:40:17Z

---

Would it be worthwhile trying to contact ATOS Admin directly? Either via the given phone number or the email address UK.Abuse@atos.net

[#15]

---

@jwsg wrote:

The issue of not reaching the NS&I login page - and some other sites too - gets fixed after you contact support. Log-in issues are something else - quite commonly reported with NS&I but thats not a PN thing. 

---

I'm sorry, but it has nothing whatsoever to do with "logging on to NS&I issues" (or Cookies) it is clearly an Internet routing issue. There is no IP 'line' from 'here' to 'there' - via ping or tracert. Neither of which depend on "logging on" or cookies.

Issue is still there today.

Hmmm… can't reach this page

secure.nsandi.com took too long to respond

Try:

• Checking the connection
• Checking the proxy and the firewall
• Running Windows Network Diagnostics

ERR_CONNECTION_TIMED_OUT

C:\Users\**** ping secure.nsandi.com

Pinging secure.nsandi.com [157.203.60.156] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 157.203.60.156:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)

Results for tracert have been posted previously.

Or could it be some security protocol change, preventing access to secure login site? (for those who can reach NS&I homepage)

pvmb