[SOLVED] Certain websites won't load on any computer

[roxbury]

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]

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 ??

 

[roxbury]

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?

 

[kanewolf]

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?

The 10.240.170.69 hop what is that? A hardware proxy or firewall? Another router? Like I said that is an unusual double NAT situation.

 

[roxbury]

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?

 

[kanewolf]

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?

I don't know.
What model is your router? What does it connect to?

 

[roxbury]

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]

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.

 

[roxbury]

Thank you - yes, that fixed the problem! Does this mean that my router is bad? Or, should I just try to reset it?

 

[kanewolf]

Thank you - yes, that fixed the problem! Does this mean that my router is bad? Or, should I just try to reset it?

OK, first thing would be to do a factory reset on the router. Set just the minimum things. ISP required info (if any), admin password, SSID and WIFI password.

 

[roxbury]

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?

 

[bill001g]

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.

 

[roxbury]

Thank you so much for your help. I definitely did a factory reset, so I will see if Optimum/Altice will replace the router.

 

[roxbury]

Update: I replaced my router, and that fixed the issue. Thank you so much for the insight and help in resolving this frustrating problem.