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Certain IPs can not access our website

Discussion in 'Web & Email' started by kenandkimm, Jan 30, 2013.

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  1. kenandkimm

    kenandkimm Thread Starter

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    Hello -

    We have had calls from a few customers that they can not access our website. All of the customers that have problems have Uverse by AT&T as their internet provider. We called Uverse and they said that it is our hosting company....we called our hosting company and they said that it was a Uverse problem. Can anyone give me some insight. These are customers who volunteer and sell with us and they can not access our website thru Uverse. (They can view our site fine from their work internet or friends internet just fine).

    We collected the ips of the first 5 customers that said they have this problem. All of their ips start with 172. Anyone have any ideas? We are at a loss as both companies blame each other and we are stuck in the middle.

    Kim
     
  2. TerryNet

    TerryNet Moderator

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    First Name:
    Terry
    Because you reject them? Because your hosting service blocks the addresses? Because their DNS isn't finding your site? Because their attempts to access your site by IP address "get lost"?

    From that we cannot even know if they are talking about their public address or private (LAN).
     
  3. kenandkimm

    kenandkimm Thread Starter

    Joined:
    Jan 30, 2013
    Messages:
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    Hello Terry -

    Because you reject them? Because your hosting service blocks the addresses? Because their DNS isn't finding your site? Because their attempts to access your site by IP address "get lost"?

    I contacted our hosting company and they said that those ip addresses are not blocked. I am not sure what you mean about rejecting them. How can we find out if their DNS isn't finding our site or if their IP address is getting lost?

    From that we cannot even know if they are talking about their public address or private (LAN).

    - All of their ips start with 172 - These are all individual house modems through AT&T using Uverse. I just told them to type in whatismyip.com to get their ip address and to send it to me so I could send it to our hosting company for them to see if it was blocked on our end.

    Any help would be greated appreciated!

    Hello -

    We have had calls from a few customers that they can not access our website. All of the customers that have problems have Uverse by AT&T as their internet provider. We called Uverse and they said that it is our hosting company....we called our hosting company and they said that it was a Uverse problem. Can anyone give me some insight. These are customers who volunteer and sell with us and they can not access our website thru Uverse. (They can view our site fine from their work internet or friends internet just fine).

    We collected the ips of the first 5 customers that said they have this problem. All of their ips start with 172. Anyone have any ideas? We are at a loss as both companies blame each other and we are stuck in the middle.

    Kim
     
  4. TerryNet

    TerryNet Moderator

    Joined:
    Mar 23, 2005
    Messages:
    77,938
    First Name:
    Terry
    Then you are probably not. :) I hoped to jog your memory in case you did any checking for IPs that are on blacklists or that you had trouble with, etc.

    Are they getting a message like "Server not found" or "host not found"? If so, there is a DNS problem. But if they can resolve the name of your site to the valid IP address but can't load the page then AT&T probably has a routing problem. Have any of them tried to access your site by IP address?

    Then they would be public, but nothing we can help with unless you give us a complete address. My guess is that there is a DNS or routing problem.
     
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