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New Member

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7 Messages

Friday, March 5th, 2021 4:34 PM

AT&T Uverse blocking access to my Bluehost websites & email

For about a week, I've been unable to access my Bluehost-hosted websites & email via my home AT&T Uverse wifi connection. I'm on a shared hosting environment at Bluehost, which is of course a major hosting provider.

This is happening on all computers & phones in my home. I can connect to the sites/email via 5G, and through wifi connections other than AT&T. I've been able to connect to these sites/email from home for a few years - this happened suddenly, and I had not made any changes to any settings on any device.

I've spent hours on the phone with AT&T to no avail. I've cleared browser & DNS cache/history. Reset the gateway to factory defaults, opened the firewall to allow all traffic, etc. Finally AT&T sent me a new gateway yesterday - that seemed to work for a few hours, but this morning I find we're back to square one, and I have no access to the sites/email.

The last time I spoke with AT&T for nearly 3 hours, and it was clear the folks I talked to had no idea how to solve the problem. They tried to make me sign up for their paid support option, which of course I won't do. It's clearly a problem with AT&T and it has nothing to do with my equipment, but rather their network.

I talked to Bluehost support and of course they've told me there is no issue on their end. The sites & email can be accessed without issue by anyone over any network other that AT&T wifi.

One of the websites in question is jackpinecycle.com - a simple Wordpress site that showcases restored motorcycles.

This is of course quite maddening. A search of these forums brings up similar examples having to do with GoDaddy, but I don't see any particular resolution to the problem other than AT&T arbitrarily lifting the block after some weeks/months.


Any thoughts/feedback would be appreciated.

Community Support

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232.8K Messages

3 years ago

We're here to help, @gcousens!

 

Just to clarify, what type of error message are you receiving when accessing your e-mail? Is it the same message as trying to access a site? What browser are you currently using?

 

Have you tried using an alternate public DNS on your computer or device? The site you mentioned does not support HTTPS, so you may need to change your browser settings or try switching to a new browser.

 

Let us know if this helps. 

 

Donovan, AT&T Community Specialist

New Member

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7 Messages

3 years ago

I'm receiving "connection to the server was dropped" and "server not responding" error messages - see screenshots.

This is happening on Safari, Chrome & Microsoft Outlook on a MacBook Pro, and in Safari & Mail on iPhone, as well as Internet Explorer on PC.

I could try new DNS settings on my MacBook Pro, but that would not solve the issue on my iPhone or other devices on AT&T wifi, let alone many hundreds/thousands of folks trying to access the website via AT&T wifi.

It's clear to me this is not an OS issue, device issue, browser issue, or even a gateway issue. Again, if I turn off wifi I can access the website/email on my phone over 5G. If I use my iPhone as a hotspot, I can access the website/email on my MacBook Pro. This is an AT&T issue, blocking the server at Bluehost.

Thanks for the continued assistance on this.

Community Support

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232.8K Messages

3 years ago

@gcousens

 

This could be due to a routing issue.

Run a traceroute and send us a screenshot.

 

Also let us know if any changes were made to the DNS.

We want to make sure it's not outside our network.

 

Aminah, AT&T Community Specialist

New Member

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7 Messages

3 years ago

Thanks, Aminah.

I have two traceroutes to share. The first is while I am connected to AT&T wifi and cannot access the website or email:

While the second is while I am connected to 5G and can access the website and email:

ACE - Expert

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35.8K Messages

3 years ago

In both traceroutes you're getting to the bluehost node.  This does not look like a routing issue.  It appears any issue you're experiencing is due to issues within bluehost filtering your traffic, perhaps based on your IP (which would be different for your two different connections). 

I think calling bluehost a major provider is like calling Lake St. Clair a major body of water.  It's a hosting provider, but it's not in the top 25 by any measure I can think of.

Could you go into more detail how this manifests itself in Microsoft Outlook?

(edited)

New Member

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7 Messages

3 years ago

Fair enough. In Outlook (or Mail on my iPhone) the mail simply does not send or receive.

As in the above screenshot, in Outlook the messages are stuck in the Outbox and the message I receive is “connection to the server failed or was dropped.”

On the phone, messages are stuck in the Outbox, no messages coming in, and no error message. 

Lake St. Clair is still a very big lake BTW ;)

New Member

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7 Messages

3 years ago

Here is how it manifests on iPhone. I have not changed/updated any settings and this email account has worked without issue on this wifi network for 5+ years. 

ACE - Expert

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35.8K Messages

3 years ago

So you're trying to transfer e-mail from outlook to a mail server at bluehost.  Are you trying to use SMTP on port 25?  If so, that's likely the source of your issue there; AT&T blocks port 25 traffic on residential accounts to avoid hosting SPAM bot nets.  If you're not already, see if there's another port, possibly an encrypted port you could use.  That shouldn't be an intermittent issue though; it should just never work.

Likewise, I'm surprised that an IP filtering issue would be intermittent as well.  I'd ask bluehost again, providing the information that the traceroutes are getting there, so the ISP seems to be doing its job.

I can think of 5 much bigger lakes that are pretty close to it.  ;-)  And then there are seas, oceans, gulfs, etc.

New Member

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7 Messages

3 years ago

Using SMTP port 26. Email accounts are set up as IMAP using my domains hosted at Bluehost. 

But in any case it’s not just email - I can’t reach my websites. 

ACE - Expert

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35.8K Messages

3 years ago

It's possible, but very strange, that ICMP would be able to reach and TCP not.  Unless someone is messing with you using your packet filter settings on your Gateway.

Hmmm.... HTTP/80 (or is it HTTPS/443?), IMAP/993 and SMTP/26 are all not working.

Is the IP the same for the mail server as the web hosting server?

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