{"id":34397,"date":"2023-05-09T09:11:00","date_gmt":"2023-05-09T08:11:00","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=34397"},"modified":"2023-05-09T14:58:34","modified_gmt":"2023-05-09T13:58:34","slug":"dns-issue-blocks-bt-site-for-talktalks-uk-broadband-isp-users","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/05\/dns-issue-blocks-bt-site-for-talktalks-uk-broadband-isp-users.html","title":{"rendered":"DNS Fail Blocks BT Site for TalkTalk’s UK Broadband ISP Users UPDATE"},"content":{"rendered":"

A number of TalkTalk<\/a>’s UK broadband customers have informed us that, since as far back as Wednesday last week, they’ve been unable to access BT<\/a>’s website and some related online services (e.g. email and the BTSport App). The issue seems to be due to an unspecified fault with the provider’s Domain Name Service (DNS).<\/p>\n

A DNS<\/strong> provider will typically work to convert Internet Protocol<\/strong> (IP) addresses into a human-readable form and back again (e.g. 123.56.32.1<\/em> becomes – examplezfakedomainlol.co.uk<\/em>). Services like this tend to be provided automatically by your fixed line internet and mobile operator, thus operating seamlessly in the background.<\/p>\n

However, a number of our readers nudged us over the bank holiday weekend to say that they couldn’t access the BT<\/a>.com website from their TalkTalk<\/a> lines, which seemed to be due to a problem with the provider’s DNS. Customers who attempted to access BT<\/a> were instead given an error that the “site can’t be reached<\/em>” and advised to run a diagnostic, which reported that the ISP’s “DNS server isn’t responding<\/em>“.<\/p>\n

Most of the reports we’ve had about this fault suggest that the problem began on Friday, although a few claimed to have been seeing it since Wednesday last week. In all cases, customers who changed their default DNS to a free third-party solution (e.g. Google Public DNS, Quad9 or OpenDNS) found that it resolved the problem, as did using a Virtual Private Network (VPN).<\/p>\n

We also uncovered various related complaints on social media (e.g. here<\/a>) and TalkTalk<\/a>’s own community forum (e.g. here<\/a> and here<\/a>). So far as we can tell, the issue was still ongoing yesterday evening.<\/p>\n

Example Customer Complaint 1<\/strong><\/p>\n

“I have same frustrating issue. Was told it’ll be resolved by 7 May. It hasn’t. I’ve found using VPN resolves the issue but longterm dont see it as solution for major ISP.”<\/p><\/blockquote>\n

Example Customer Complaint 2<\/strong><\/p>\n

“6th day of not be able to access my talk21 emails managed by bt.com. When is this problem going to be fixed. With a D-Link DSL3782 the DNS settings are fixed so the work around isn’t available.”<\/p><\/blockquote>\n

Example Customer Complaint 3<\/strong><\/p>\n

“I have noticed I am having the same issues when trying to watch BT Sport last night and am so glad I have found this thread. It\u2019s helpful for me to know that I am not the only person suffering in accessing any BT websites or apps, although I hope this will be sorted soon by TalkTalk.”<\/p><\/blockquote>\n

Example Customer Complaint 4<\/strong><\/p>\n

“Exactly the same problem since Friday. I have looked at my router and followed the instructions as provided by Davecm to change the DNS to Google and then I could connect to by webpages and by app. So must be something changed by Talktalk.”<\/p><\/blockquote>\n

The good news is that TalkTalk are aware of the problem and say they’re investigating. The provider’s Service Status page also mentions problems with access to the BTSport App, which we suspect is related: “We’re aware of an issue affecting some customers who are unable to access the BT Sports App on their smart device such as their phone or tablet when connected to their TalkTalk WiFi<\/a>. We’d like to apologise for the inconvenience caused and assure you that we’re investigating the issue as a priority<\/em>.”<\/p>\n

We’ve asked TalkTalk for an official update this morning and are awaiting their response. Naturally, blocking the website of a major broadband rival, while also disrupting connectivity to related services (TV, email) and making switching to BT harder, is an awkward subject for any ISP.<\/p>\n

UPDATE 2:57pm<\/strong><\/p>\n

We’ve had a response from a spokesperson for TalkTalk: “We\u2019re aware that a small number of customers experienced an issue when accessing specific websites, such as BT.com. This has now been resolved. Our engineers identified an issue within a third-party system and rerouted the traffic<\/em>.”<\/p>\n","protected":false},"excerpt":{"rendered":"

A number of TalkTalk’s UK broadband customers have informed us that, since as far back as Wednesday last week, they’ve been unable to access BT’s website and some related online services (e.g. email and the BTSport App). 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