Can't reach NS&I login page

[#1]

@jwsg  Have checked and firewall is definately off.

https://nsandi.com brings up the menu but from there the log in option is unresponsive.

https://secure.nsandi.com fails with ‘request timed out’ and https://secure2.nsandi.com hangs indefinately,

@pvmb  you may be correct but it should not be the responsibly of the end user to contact anyone other than Plusnet.

[#2]

@pvmb  Do you seriously expect the secure section of a financial institution’s website to respond to a ping or tracert request…..?

[#3]

Perhaps there were other changes the agent made beyond the firewall, there may be a static Ip as a result of having the firewall, and it is something  account specific, so this does tie in with many (but perhaps not all it seems) of the posts - so it is worth phoning PN support anyway - 100% agree its PN we should be contacting not other random entities.

[#4]

State of play here:

Have turned Plusnet Firewall OFF
Have restarted Plusnet Hub 2 router

Situation: Exactly as before...

My IP address in range starting 31.***.***.***

If someone on here genuinely has found a solution I would be obliged if they would post a clear and comprehensive explanation, for the benefit of the rest of us.

TIA

[#5]

@pvmb  I don’t think anyone here will find a solution or work around, it’s time the support teams were actively involved as the problem seems to involve Openreach and Plusnet together.

Any mods or super users able to apply pressure ? 

[#6]

As I mentioned, try phoning support, it was quick, the agent mentioned a previous similar call and went ahead and applied a fix, which after a router and PC reboot, did fix the issue for all the affected sites.

I was just suggesting to try a DIY firewall disable first before phoning, but phoning is the only known solution, it's not really worth just waiting or posting here to resolve.

[#7]

As it seems to only effect connection to the secure login at the NS&I site, and only effects some users, I am again wondering if it could be a secure connection protocol issue.

Anyone able to connect successfully with one browser, but not from another one, on the same machine?

[#8]

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@jwsg wrote:
As I mentioned, try phoning support, it was quick, the agent mentioned a previous similar call and went ahead and applied a fix, which after a router and PC reboot, did fix the issue for all the affected sites.

I was just suggesting to try a DIY firewall disable first before phoning, but phoning is the only known solution, it's not really worth just waiting or posting here to resolve.

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Odd. Especially if every effected customer has to do this individually.

Any explanation of what it is about?

[#9]

It works fine for me and I can log into my account from the link in the main NS&I page.

The URL on the first page does not work as it is an error page

[#10]

The agent didn't elaborate, but the ticketing system gives some insight. The firewall is disabled which also removes the static IP - but this is something we can do. Another ticket mentions Sent 'auto_destroy' signal to component #.......... (Force L2TP Connectivity) -whatever that means - but maybe is important in fixing.

[#11]

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@Champnet wrote:

@pvmb  I don’t think anyone here will find a solution or work around, it’s time the support teams were actively involved as the problem seems to involve Openreach and Plusnet together.

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As mentioned previously there is the workaround of using a VPN.

@pvmb wrote:

Anyone able to connect successfully with one browser, but not from another one, on the same machine?

Same issue for me using FF or Chrome.

[#12]

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@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. 

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Well now! 🤔

All I can say here is this does not align with my experience. Just got off the phone to PN Support, they were helpful and took quite some time over the matter. As far as they are concerned there is no problem contacting NS&I due to PN issues.

Therefore they suggested it could well be down to an NS&I side problem. Further - I mentioned reported Royal Mail and Zen network issues - they said NS&I network services were linked up with both Royal Mail and Zen networks, so this could explain the commonality of problems. Said I may need to get back to NS&I (told PN I had already spoken to them).

At this point I again start to wonder if this may be a security protocol related issue.

[#13]

For me and I expect others when I attempt to connect to https://secure.nsandi.com using a browser netstat reports

 TCP    192.168.10.100:55970   157.203.60.156:443     SYN_SENT

This SYN_SENT error is inline with a routing issues or possibly a firewall but unlikely. BT group having many IP Address ranges, some may work and others may not that's the nature of a complex network.

You can prove if a connection is possible using this link https://onlinechecker.net/ 

I see 443 is Socket error: timed out when using my public IP Address

For now if you are not employing a personal VPN client then I suggest using Opera browser as that has a free VPN as part of the product, some other free VPN client or as I have Hotspot from my smart phone.

[#14]

Then try another agent - or hope PN staff read this and can apply similar changes - it's too much of a coincidence that my agent immediately recognised the issue (and explicitly NSI) from a previous call, applied a fix they'd applied before, which  immediately resolved it for all sites I was having issues with. There's little point contacting the sites involved, or other random entities along the internet, or cutting and pasting tracerts.

[#15]

Result for me (NOT using the BT IP ranges):