jlm1
Level 2: Rookie

Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

Has anyone else had any issues with certain services not being able to connect through wifi like itunes and outlook for the last couple of weeks? I've tried changing DNS and I just bought a new laptop and router and it's still not working. My ipad and iphone can connect when I'm using mobile data, but not wifi for some reason

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
10 REPLIES 10
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

Have you tried factory reseting the modem?
jlm1
Level 2: Rookie

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

Hi cf4, Thanks for replying, I just bought a new modem yesterday so thought it would already be reset?
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

Yes a new modem would be reset, I thought it was only a new router and not a combined modem and router. I have heard of this problem before and it is usually fixed by changing DNS or reseting the modem. Have you set up a custom DNS in the new modem or did you only try setting a custom DNS in the old modem?

jlm1
Level 2: Rookie

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

I set up a custom DNS in the new modem, didn't try it in the old one. I've changed the DNS twice now and still no luck.... I'm trying to decide whether to ring Telstra support or not. Don't really want to spend hours on the phone.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

I would wait a bit longer before ringing support. A problem like this you will have more chance in getting a solution on this forum than from support.

Technical Support
Technical Support

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

What happens when you try to access these sites.

Have you tried a traceroute on the affected sites to see if there is a common stopping point?

 

- AlistairQWA

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

jlm1
Level 2: Rookie

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

Hi AlistairQWA, it times out when I try to access the sites. It also does the same thing with the 9Now app. Itunes store says it can't connect.

How do I do a traceroute?

Thanks

Janelle

Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

If you have a Technicolor or Arcadyan Modem (Telstra Gateway Frontier, Telstra Smart Modem, Telstra Smart Modem Gen 2 and Telstra Gateway Max II) log into the modem and go to Advanced > Diagnostics > Ping & Trace Rout > Trace Route. Enter the URL (example nine.com.au)  and press Start (Arcadyan) or Trace Route (Technicolor)

 

On a Windows PC you can do a Traceroute by opening a command prompt, typing tracert followed by the URL and pressing enter.

 

Below is example using command prompt

 

C:\Users\xxx>tracert nine.com.au

Tracing route to nine.com.au [13.238.98.94]
over a maximum of 30 hops:

  1     3 ms     3 ms     3 ms  TELSTRA-GATEWAY [192.168.178.1]
  2     *        *        *     Request timed out.
  3     6 ms     9 ms     7 ms  144.130.215.209
  4    45 ms     9 ms     8 ms  bundle-ether8.fli-core1.adelaide.telstra.net [203.50.11.154]
  5    21 ms    17 ms    15 ms  bundle-ether16.win-core10.melbourne.telstra.net [203.50.6.229]
  6    29 ms    28 ms    29 ms  bundle-ether12.ken-core10.sydney.telstra.net [203.50.11.122]
  7    26 ms    26 ms    27 ms  bundle-ether1.ken-edge901.sydney.telstra.net [203.50.11.95]
  8    27 ms    26 ms    26 ms  ama1663225.lnk.telstra.net [165.228.50.190]
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11    35 ms    27 ms    30 ms  52.95.37.201
 12    27 ms    26 ms    27 ms  52.95.38.60
 13    31 ms    40 ms    32 ms  52.95.38.57
 14    29 ms    27 ms    27 ms  52.95.36.27
 15    31 ms    32 ms    31 ms  54.240.192.239
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

 

jlm1
Level 2: Rookie

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

Thanks. It times out at hops 13
Tracing route to nine.com.au [13.239.89.206]
over a maximum of 30 hops:

1 179 ms 2 ms 2 ms 192.168.0.1
2 27 ms 24 ms 23 ms 172.18.209.5
3 23 ms 24 ms 24 ms 172.18.65.169
4 24 ms 23 ms 38 ms bundle-ether4.ken-edge901.sydney.telstra.net [203.50.12.104]
5 24 ms 34 ms 23 ms ama1663225.lnk.telstra.net [165.228.50.190]
6 * * * Request timed out.
7 * * * Request timed out.
8 27 ms 31 ms 30 ms 52.95.37.211
9 28 ms 35 ms 24 ms 52.95.38.70
10 88 ms 108 ms 53 ms 52.95.38.67
11 25 ms 24 ms 25 ms 52.95.36.105
12 24 ms 26 ms 25 ms 54.240.192.255
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.
Technical Support
Technical Support

Re: Telstra not connecting to iTunes store, nine.com.au and not downloading emails into Outlook

Do you get the same traceroute results on different DNS settings?

You have also mentioned using WiFi, are you getting the same results when a device is connected directly via Ethernet?

 

- AlistairQWA

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Home Broadband Bundle

$99 Entertainment Bundle. Unlimited Data and Entertainment.

Find out more