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fbvad
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New Member

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34 Messages

Mon, Apr 18, 2022 2:26 PM

Transient problem with accessing some sites

Hello,

Recently  I faced with the  problem with access to some sites. Through the mobile operator  (or from other network) they work without problems.  But at AT&T network some of the sites are not stable. They may stop working without any reason while others work as normal. As an example telegram.org. I suspect this is the issue with dynamic routing or with some node on the route. I performed tracert command and for all these site they are a blocked after wswdc401igs.ip.att.net [12.122.113.37]. 

Please see in picture

I chatted with customer support, but without any success, issue still not resolved. 
Could somebody from AT&T support dig into this problem please? 
Thanks

Accepted Solution

Official Solution

ATTTimCS

Employee

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349 Messages

7 months ago

Hello Community,

Thank you so much for your feedback, and detailed examples.  We have identified the issue and are working with our partners to resolve.  I wish I had an ETR for you, but because the solution involves other companies as well, it may take some time. 

In the meantime, we are also working on options to mitigate the impact until a permanent solution is implemented.

Thank you again, and when the issue is resolved, we'll post here.

Tim, AT&T Community Specialist

New Member

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14 Messages

7 months ago

Same exact problem here.

I performed tracert command and for all these site they are a blocked after wswdc401igs.ip.att.net [12.122.113.37].

telegram.org (and some other sites giving me issues) are being stopped/blocked at wswdc401igs.ip.att.net [12.122.113.37]. 

ATTHelp

Community Support

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203.5K Messages

7 months ago

Let us help you find out how to unblock these websites, agm3.

 

For starters, let's make sure that you don't have the Active Armor feature enabled. AT&T Internet Security with Active Armor is home network security available through your AT&T gateway, and protects your devices on both wired and wireless connections. Learn more about it on our website.

 

To make sure it doesn't block websites that you want to access, follow these steps to disable it:

  1. Go to the Smart Home Manager
  2. Choose Settings, and then App Preferences
  3. Turn AT&T Internet Security OFF

Afterward, see if you can access the websites, and let us know how it went.

 

Aminah, AT&T Community Specialist

New Member

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14 Messages

7 months ago

No, the AT&T Internet Security Active Armor feature is not enabled. That Smart Home Manager link that you posted redirects to /outages. However I was able to find the correct link myself. It is https://myhomenetwork.att.com, not https://www.att.com/smarthomemanager .

The only option under Settings -> App Preferences is the option to enable push notifications. There is no option to enable or disable Active Armor in App Preferences. I found the option to enable Active Armor in a pop up message from the Message Center. The feature seems inactive, because I am given the option to activate it:

This real-time security feature actively protects you from attacks not covered by typical antivirus software. Activate it now, at no cost. Enable push notifications for real-time updates.

There are no firewall rules or features active on my router.

fbvad

New Member

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34 Messages

7 months ago

We already did it several times. And customer service even sent me new router, but I think it won't help.  I've just checked and telegram.org works again but I did nothing. After 5 min it stopped work again.

Could you kindly pay attention to the mentioned node in the route and probably reboot it?  

ATTHelp

Community Support

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203.5K Messages

7 months ago

We're here to help point you in the right direction, fbvad!


After reading over your traceroute, it looks like the timeouts are occurring outside of your network. Hop 6 is the last hop before you are connected to the website you are attempting to reach, and since it is working, this indicated that the website itself could be blocking your IP. We suggest you reach out to the webhost of that site for more information on what to do for further troubleshooting.


Let us know if you have any further questions! Thank you for being a part of our AT&T Community!


Donovan, AT&T Community Specialist

ATTHelp

Community Support

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203.5K Messages

7 months ago

Thanks for the update and additional information about the link, agm3.

 

Based on this information, we'll need to access your account and see if we can test the websites ourselves. Let's continue this conversation in a Direct Message. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

Aminah, AT&T Community Specialist

fbvad

New Member

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34 Messages

7 months ago

I understand your point. But problem is that this is not only  one site (this is list of sites which become not accessible)  and not only 1 user  who has this issue. As I previously wrote some times (periodically throughout the day) everything  works great and sites are accessible without any issue.  And these sites also works from other networks ( T-Mobile, Verizon, Spectrum). Looks this is definitely issue with some hop in the route at AT&T end.    I'll try to get tracert during "work" window and provide it here

New Member

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14 Messages

7 months ago

Based on this information, we'll need to access your account and see if we can test the websites ourselves

If you are unable to ping telegram.org [149.154.167.99] from your internal router rlgnc22crs.ip.att.net [12.123.138.18], that would confirm the problem exists completely independent of my own personal network. Both myself and fbvad are hitting rlgnc22crs.ip.att.net [12.123.138.18] on the 4th hop, so pinging from that router to the destination would answer both of us. Can you try that?

fbvad

New Member

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34 Messages

7 months ago

As I promised while the sites were available  I was able to catch next hop, please see:

Once 192.205.36.130 available all sites work.

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