Question Certain websites won't load on any computer

Aug 24, 2020
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I am unable to connect to a handful of websites on any browser using any laptop that is connected to my internet provider (Optimum). ( However, I CAN connect to these websites on my cell phone as long as I am NOT connected to my home wifi.) This is what I see when I go to command prompt and type "tracert (website you cant access)" :
Tracing route to www.cigna.com [170.48.10.90]
over a maximum of 30 hops:

1 262 ms 1 ms 1 ms openrg.home [192.168.1.1]
2 9 ms 17 ms 20 ms 10.240.170.69
3 16 ms 10 ms 13 ms 67.59.240.24
4 20 ms 11 ms 11 ms ool-4353f000.dyn.optonline.net [67.83.240.0]
5 10 ms 11 ms 12 ms 451be027.cst.lightpath.net [65.19.114.39]
6 12 ms 13 ms 13 ms 64.15.3.112
7 * 12 ms 12 ms lag-102.ear1.Newark1.Level3.net [4.35.20.29]
8 * * 18 ms ae-1-11.bear2.Boston1.Level3.net [4.69.159.254]
9 21 ms 23 ms 20 ms CIGNA.bear2.Boston1.Level3.net [166.90.176.30]
10 * * * Request timed out.

What can I do to resolve this problem?
 

kanewolf

Titan
Moderator
I am unable to connect to a handful of websites on any browser using any laptop that is connected to my internet provider (Optimum). ( However, I CAN connect to these websites on my cell phone as long as I am NOT connected to my home wifi.) This is what I see when I go to command prompt and type "tracert (website you cant access)" :
Tracing route to www.cigna.com [170.48.10.90]
over a maximum of 30 hops:

1 262 ms 1 ms 1 ms openrg.home [192.168.1.1]
2 9 ms 17 ms 20 ms 10.240.170.69
3 16 ms 10 ms 13 ms 67.59.240.24
4 20 ms 11 ms 11 ms ool-4353f000.dyn.optonline.net [67.83.240.0]
5 10 ms 11 ms 12 ms 451be027.cst.lightpath.net [65.19.114.39]
6 12 ms 13 ms 13 ms 64.15.3.112
7 * 12 ms 12 ms lag-102.ear1.Newark1.Level3.net [4.35.20.29]
8 * * 18 ms ae-1-11.bear2.Boston1.Level3.net [4.69.159.254]
9 21 ms 23 ms 20 ms CIGNA.bear2.Boston1.Level3.net [166.90.176.30]
10 * * * Request timed out.

What can I do to resolve this problem?
Your traceroute has an unusual double NAT (192.x.y.z followed by 10.x.y.z). Could there be a firewall in that second hop that is preventing access?
The traceroute timeout isn't as concerning to me. Not every site will respond to pings.

Have you tried browsing by the IP address? https://170.48.10.90 ??
 
Aug 24, 2020
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Yes, I can't connect using the IP address either.
What do you mean by "Could there be a firewall in that second hop that is preventing access? " Where might that firewall be?
 
Aug 24, 2020
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I have not idea what that is. Is there some way to determine what it is?
Could it be a firewall on my internet provider's (Optimum's) side?
 
Aug 24, 2020
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The router is a D-Link DIR-868L that I rent from Optimum/Altice (my internet provider). It is connected to an Arris TM822 modem, which is also provided by Optimum/Altice.
 

kanewolf

Titan
Moderator
The router is a D-Link DIR-868L that I rent from Optimum/Altice (my internet provider). It is connected to an Arris TM822 modem, which is also provided by Optimum/Altice.
That is very odd. The Arris should not have a NAT (private IP address).
It is not recommended for long term, but you can connect your PC directly to the Arris. You could see if the problem still happens.
 
Aug 24, 2020
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I did a factory reset on the router, but that did not fix the problem - I still can't connect to the same websites as before. What next?
 
If you had asked how do I make my router block only certain sites I would have told you it is a lot of effort to configure the firewall rules and many routers can not do it.

For a router to just do it on its own especially when it is reset which should block nothing is extremely unusual. Be very sure you are resetting the router some just clear the passwords and you need to follow a different procedure to take it to factory reset.

Since you rent it maybe see if the ISP will replace it.
 
Aug 24, 2020
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Update: I replaced my router, and that fixed the issue. Thank you so much for the insight and help in resolving this frustrating problem.
 

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