{"id":28191,"date":"2021-08-20T07:03:05","date_gmt":"2021-08-20T06:03:05","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=28191"},"modified":"2021-08-20T11:24:02","modified_gmt":"2021-08-20T10:24:02","slug":"sky-broadband-uk-isp-users-struggling-to-access-ionos-websites","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/08\/sky-broadband-uk-isp-users-struggling-to-access-ionos-websites.html","title":{"rendered":"Sky Broadband UK ISP Users Struggling to Access Ionos Sites UPDATE7"},"content":{"rendered":"

Customers of UK ISP Sky Broadband<\/a> (Comcast) are this morning struggling to access any websites hosted by large internet hosting firm Ionos<\/a>, which also happens to include ISPreview.co.uk’s dedicated server and masses of other websites (e.g. ISPA UK<\/a>). A routing \/ peering or DNS issue seems likely to be the cause.<\/p>\n

The problems appear to have started at around 2am – 3am this morning, although we’re currently still trying to find out whether the fault stems from the Ionos side or Sky Broadband<\/a>’s end. We have however noted that simply changing to a third-party Domain Name System<\/strong> (DNS) server (e.g. 8.8.8.8 on Google Public DNS or 1.1.1.1 on Cloudflare) via a Sky connection doesn’t resolve it.<\/p>\n

At present, the only workaround for this is to use a Virtual Private Network<\/strong> (VPN), which circumvents the issue. Likewise, the problem does not, so far as we can tell, appear to be impacting other broadband ISPs or mobile network operators (it’s still early in the morning, thus most people haven’t woken up yet and feedback is limited).<\/p>\n

We initially suspected that the fault may actually rest with Ionos’s own UK DNS servers, but some of Sky’s other customers have since reported that they’re also unable to connect to VPN services for their office and those are not associated with Ionos. A wider fault may be the cause. We have contacted both Sky and Ionos for comment. Updates will be added below as they come in.<\/p>\n

UPDATE 8:39am<\/strong><\/p>\n

No response from Sky or Ionos yet, but it’s possible they might not be able to reach our server due to the same bug (unless they also use a VPN to send email etc.). In the meantime, we’re receiving reports that Sky Broadband<\/a>’s customers are also having trouble accessing certain banking apps, although the banking websites themselves appear fine.<\/p>\n

The service status pages for Sky and Ionos continue to report no problems, despite the sporadic but widespread issues.<\/p>\n

UPDATE 9:03am<\/strong><\/p>\n

Reports are starting to come in thick and fast as people wake up, all reporting the same issues with access to work VPNs, banking apps and masses of websites hosted or managed by Ionos.<\/p>\n

UPDATE 9:19am<\/strong><\/p>\n

Ionos has pointed the finger of blame at Sky Broadband.<\/p>\n

Ionos Service Status (Aug 20, 09:01 BST)<\/strong><\/a><\/p>\n

Some customers cannot access Ionos websites<\/p>\n

Identified – We have received reports that customers from Sky network are unable to access Ionos websites. Further investigation has identified that the issue is with the Internet Service Provider and as such beyond our control.<\/p>\n

We recommend that any customers who are unable to access Ionos hosted websites contact their ISP.<\/p><\/blockquote>\n

UPDATE 9:26am<\/strong><\/p>\n

Unofficial feedback suggests that Sky have a “major DNS issue<\/em>” on their infrastructure, although their customer support teams still incorrectly think this is only limited to those trying to connect to certain work VPN servers (as above, it’s much more widespread). Estimated fix time is c.10:30am. We continue to await an official response from Sky itself.<\/p>\n

UPDATE 9:29am<\/strong><\/p>\n

Sky has just issued a brief statement via Twitter.<\/p>\n

Sky’s Statement:<\/strong><\/p>\n

“Sky Broadband customers may be experiencing issues when trying to access some websites this morning. We’re investigating this as a priority and we’re sorry for any inconvenience.”<\/p><\/blockquote>\n

UPDATE 10:26am<\/strong><\/p>\n

Much as we predicted (fix ETA) earlier, Sky appears to have now resolved the problem. We’ve done some limited testing and ISPreview.co.uk, as well as other Ionos websites, are now working again. We’re currently watching customer feedback to see how work VPN and banking apps fair.<\/p>\n

UPDATE 11:00am<\/strong><\/p>\n

Sky’s latest statement.<\/p>\n

A Sky spokesperson said:<\/strong><\/p>\n

“We have resolved the issue with Sky Broadband. Customers should be able to access websites and apps as normal. We\u2019re sorry for any inconvenience this may have caused.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Customers of UK ISP Sky Broadband (Comcast) are this morning struggling to access any websites hosted by large internet hosting firm Ionos, which also happens to include ISPreview.co.uk’s dedicated server and masses of other websites (e.g. ISPA UK). 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