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Level 1: Cadet

Can't connect to certain web services on my telstra smart modem gen 2

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As the title suggests, with our new Telstra smart modem gen 2 and NBN connection, we have been completely unable to connect to certain web services (discord, Snapchat etc.) this issue is present on both mobile and desktop, any help would be greatly appreciated.

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Can't connect to certain web services on my telstra smart modem gen 2

Could you do a Traceroute to www.snapchat.com using the Traceroute tool in the modem located at Go to Advanced > Diagnostics > Ping / Traceroute. It should look similar to this if successful.

 

<--- Traceroute Finish --->
11 syd15s04-in-f19.1e100.net (216.58.196.147) 25.020 ms 24.995 ms 25.670 ms
10 108.170.247.66 (108.170.247.66) 28.694 ms 25.634 ms 108.170.247.74 (108.170.247.74) 25.967 ms
9 209.85.254.118 (209.85.254.118) 27.406 ms 209.85.248.172 (209.85.248.172) 25.840 ms 209.85.255.164 (209.85.255.164) 26.535 ms
*
* 8 * 7 72.14.212.22 (72.14.212.22) 25.339 ms 24.705 ms 24.760 ms
6 bundle-ether1.ken-edge903.sydney.telstra.net (203.50.11.173) 25.103 ms 25.205 ms 24.996 ms
5 bundle-ether12.ken-core10.sydney.telstra.net (203.50.11.122) 26.200 ms 28.244 ms 26.916 ms
4 bundle-ether16.win-core10.melbourne.telstra.net (203.50.6.229) 14.793 ms 13.994 ms 15.758 ms
3 bundle-ether8.fli-core1.adelaide.telstra.net (203.50.11.154) 6.346 ms 7.949 ms 7.481 ms
2 144.130.215.209 (144.130.215.209) 7.272 ms 6.153 ms 7.185 ms
1 gateway.sb03.adelaide.asp.telstra.net (58.162.26.163) 5.924 ms 5.264 ms 5.486 ms
traceroute to www.snapchat.com (216.58.196.147), 30 hops max, 38 byte packets
traceroute to www.snapchat.com (www.snapchat.com)

 

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7 REPLIES 7
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Can't connect to certain web services on my telstra smart modem gen 2

The sites could be be being blocked by Telstra Broadband protect. You can bypass broadband protect by changing DNS in the modem for both IPv4 and IPv6. both DNS 1 and DNS 2.

 

To do this open a Web browser on device connected to modem and go to http://192.168.0.1 (Password is Telstra) Go to Advanced > Local Network Select DNS provider from drop down list and save settings. Once all DNSs have been changed reboot modem. Image below shows changing IPv4 in the Arcadyan Gen 2 modem.

 

 

 

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Level 1: Cadet

Re: Can't connect to certain web services on my telstra smart modem gen 2

 

Thanks for the help, I tried it and switched both the IPv4 (Primary & Secondary) as well as the IPv6 (Primary and Secondary) to multiple different DNS providers (I tried Google, SafeDNS, OpenDNS, UncensoredDNS & CleanBrowsing) and unfortunately none of them worked. Any ideas as to how else I could trouble shoot the issue?

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Can't connect to certain web services on my telstra smart modem gen 2

Could you do a Traceroute to www.snapchat.com using the Traceroute tool in the modem located at Go to Advanced > Diagnostics > Ping / Traceroute. It should look similar to this if successful.

 

<--- Traceroute Finish --->
11 syd15s04-in-f19.1e100.net (216.58.196.147) 25.020 ms 24.995 ms 25.670 ms
10 108.170.247.66 (108.170.247.66) 28.694 ms 25.634 ms 108.170.247.74 (108.170.247.74) 25.967 ms
9 209.85.254.118 (209.85.254.118) 27.406 ms 209.85.248.172 (209.85.248.172) 25.840 ms 209.85.255.164 (209.85.255.164) 26.535 ms
*
* 8 * 7 72.14.212.22 (72.14.212.22) 25.339 ms 24.705 ms 24.760 ms
6 bundle-ether1.ken-edge903.sydney.telstra.net (203.50.11.173) 25.103 ms 25.205 ms 24.996 ms
5 bundle-ether12.ken-core10.sydney.telstra.net (203.50.11.122) 26.200 ms 28.244 ms 26.916 ms
4 bundle-ether16.win-core10.melbourne.telstra.net (203.50.6.229) 14.793 ms 13.994 ms 15.758 ms
3 bundle-ether8.fli-core1.adelaide.telstra.net (203.50.11.154) 6.346 ms 7.949 ms 7.481 ms
2 144.130.215.209 (144.130.215.209) 7.272 ms 6.153 ms 7.185 ms
1 gateway.sb03.adelaide.asp.telstra.net (58.162.26.163) 5.924 ms 5.264 ms 5.486 ms
traceroute to www.snapchat.com (216.58.196.147), 30 hops max, 38 byte packets
traceroute to www.snapchat.com (www.snapchat.com)

 

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Level 1: Cadet

Re: Can't connect to certain web services on my telstra smart modem gen 2

I ran one for both www.discordapp.com & www.snapchat.com, both failed.

This is the snapchat trace route:

 

gateway.nb11.sydney.asp.telstra.net012.67915.09710.236
144.130.209.205010.85715.80914.249
61.9.194.18012.06115.70415.686
172.18.239.213029.83116.33221.160
61.9.194.18011.75711.91610.145
172.18.239.21309.40910.64010.091
61.9.194.18018.68710.98124.467
172.18.239.213010.46710.79019.595
61.9.194.1807.86511.51614.745
172.18.239.213014.79616.03737.965
61.9.194.18011.36811.17512.016
172.18.239.213017.02613.36710.210
61.9.194.1809.92917.38611.356
172.18.239.213010.91013.05910.159
61.9.194.18011.72910.0419.906
172.18.239.213011.36014.56115.225
61.9.194.18010.77311.59010.595
172.18.239.21309.97411.3889.779
61.9.194.18014.3729.3429.310
172.18.239.213010.34910.36013.781
61.9.194.1809.7019.2868.162
172.18.239.213011.34710.3769.974
61.9.194.18013.22310.07714.848
172.18.239.213017.25517.76413.135
61.9.194.18013.76410.0859.363
172.18.239.213015.0009.7349.421
61.9.194.18013.59511.25016.549
172.18.239.21309.93714.32612.453
61.9.194.18013.25410.67412.071
172.18.239.213011.4896.3949.929

And this is the discord traceroute:

gateway.nb11.sydney.asp.telstra.net012.97310.5758.525
144.130.209.20508.50110.42912.912
61.9.194.1809.50313.2549.777
172.18.239.21309.50211.4429.746
61.9.194.1808.2939.15510.120
172.18.239.21309.86218.11712.557
61.9.194.18015.5439.32510.394
172.18.239.213011.66313.60014.309
61.9.194.18012.88610.64210.021
172.18.239.213013.81313.28514.858
61.9.194.1809.20511.2934.743
172.18.239.213015.7209.0539.490
61.9.194.18011.5047.06215.769
172.18.239.213010.70213.86211.017
61.9.194.18012.15910.37712.503
172.18.239.21309.09115.35514.482
61.9.194.18010.78510.32119.922
172.18.239.213010.08515.25312.540
61.9.194.18012.24513.14217.142
172.18.239.213013.16314.60416.068
61.9.194.18013.3729.2109.102
172.18.239.213010.40510.4369.811
61.9.194.18016.91013.8119.413
172.18.239.213012.29114.21620.575
61.9.194.18013.17412.1008.742
172.18.239.213013.69114.41214.312
61.9.194.18010.88313.31412.562
172.18.239.21309.93610.104

10.285

That said I ran ping requests for both and they were all successful.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Can't connect to certain web services on my telstra smart modem gen 2

It looks like there is a problem in Telstras NBN network in Sydney. Did you do the trace route from the PC or the traceroute tool in the modem? Have you tried doing a trace route to a site you can reach.

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Level 1: Cadet

Re: Can't connect to certain web services on my telstra smart modem gen 2

Thanks for the help man, the issue seems to have resolved itself overnight with the steps from yesterday.

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Level 2: Rookie

Re: Can't connect to certain web services on my telstra smart modem gen 2

Thanks mate - changed to IPv4.

Still cannot access this site - nathanstrains.com.au

Any possible takes please?

 

Ta.

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