My personal website(s) and associated email not reachable

[awalker1]

Hi,

Since joining TPG NBN a month or so ago I cannot connect to my personal website I am building, or my email accounts associated with the host. If I use mobile internet, or use a VPN on my home broadband, no problem.

I have tried changing to Google and OpenVPN DNS servers however the problem remains.

I can resolve the IP address fine:

$ nslookup roughcreations.com
Server: 127.0.0.53
Address: 127.0.0.53#53

Non-authoritative answer:
Name: roughcreations.com
Address: 27.50.68.251

I have tried different browsers and different machines in my household, same issue connecting.

I have tried the troubleshooting guide, isup.me told me: it's just me.

My website host is Hostmate (srv.srv40.com) this is also unreachable:

ping srv.srv40.com
PING srv.srv40.com (27.50.68.251) 56(84) bytes of data.
--- srv.srv40.com ping statistics ---
8 packets transmitted, 0 received, 100% packet loss, time 7148ms

$ traceroute roughcreations.com
traceroute to roughcreations.com (27.50.68.251), 64 hops max
1 192.168.1.1 0.310ms 0.308ms 0.261ms
2 10.20.20.173 1.384ms 0.931ms 0.939ms
3 60.242.252.73 13.336ms 14.079ms 13.826ms
4 203.26.22.33 13.941ms 13.979ms 13.916ms
5 27.32.160.132 13.429ms 13.129ms 13.588ms
6 203.219.107.206 13.379ms 13.995ms 13.898ms
7 202.10.14.212 13.761ms 13.933ms 13.970ms
8 210.10.208.30 13.670ms 13.723ms 13.079ms
9 103.30.217.84 26.163ms 25.954ms 25.896ms
10 103.30.218.142 24.042ms 23.857ms 23.817ms
11 103.30.216.78 24.079ms 23.938ms 23.807ms
12 103.30.217.167 25.372ms 25.699ms 25.028ms
13 103.227.66.102 24.242ms 23.915ms 23.895ms
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * ^C

Hope you can help me move forwards on this one,

AW.

[adib_rahmang]

Hey @awalker1,

We'll get our techs to look into this for you. Send me a DM when you get a chance.

How do I private message (PM) in the community - TPG Community

[awalker1]

Helpdesk contacted me for more information, it all seems to be working now.
Thanks for quickly resolving my issue TPG support, and TPG Community!

[awalker1]

Sigh, the connection problem has returned again today..

I have run a traceroute in the two cases, first when I have connectivity (Success) and when I don't (Failure) Please See attached.

Seems like Hop #6 is diiferent when I can connect OK.

I have noticed that if I restart my router, I have connectivity for a few minutes, then my sites and email are unavailable after a short period.

[awalker1]

OK, I contacted Hostmate, my hosting provider. They provided me with some useful tips, looks like they were blocking my IP with their central Firewall Portal due to my email client triggering their firewall. I logged into Hostmate and unblocked my IP, now I need to check my IMAP details to prevent problems in future!

[kate_ · Accepted solution]

Hey @awalker1, if this doesn't get things fixed up, you can send me a PM here. We'll get another call with our techs organised for you.