Cannot connect to FTP "you are not connected to a network"

[Sugarplumkid]

This has been going on since I joined sky and my isp cannot figure it either when I ping my site I get no reply I tried switching off Firewall and Virus to no avail.

One of the support staff told me to do a traceroute which I have just done but I have no idea what I am foing but what lef me here is that it mentions sky ....lol...don't laugh at me I have no clue but here is a picture does this imply or mean anything to any of you guys?

[TimmyBGood]

@Sugarplumkid 

By 'my ISP', do you actually mean the web hosting company?

The traceroute appears to indicates the request isn't getting further than a Sky node at Telehouse London ('thlon')

You might want to try using SFTP rather than FTP: the web host should permit the more modern secure protocol.

[TimmyBGood]

@Sugarplumkid 

If you have a white Sky Max Hub, there's also another possible issue to do with IP address sharing.

[Sugarplumkid]

I am indeed using sftp.

How can I contact sky any ideas?

[Sugarplumkid]

I have a black sky hub. Yes I mean one.com who host my website and email.

[Sugarplumkid]

Status:    Connecting to sftp.thebathers.com...

Response:    fzSftp started, protocol_version=11

Command:    open "thebathers.com@sftp.thebathers.com" 22

Error:    Connection timed out after 20 seconds of inactivity

Error:    Could not connect to server

Status:    Waiting to retry...

Status:    Connecting to sftp.thebathers.com...

Response:    fzSftp started, protocol_version=11

Command:    open "thebathers.com@sftp.thebathers.com" 22

Error:    Connection timed out after 20 seconds of inactivity

Error:    Could not connect to server

[do-nowt]

The IPv6 address looks strange for that server name - and SFTP will connect using IPv4, but not IPv6 :

>nslookup sftp.thebathers.com.
...Name: sftp.thebathers.com
Addresses: 2a02:2350:5:208::
46.30.211.86

A quick search suggests its technically allowed to have an all zero interface identifier, but not best practice. Do you control the DNS for that name, perhaps the AAAA record was never set up or there was a typo?

Hopefully your SFTP client may have an option to use IPv4 instead of IPv6 (or enter the IPv4 address directly for the server name, or disable IPv6 in your OS or router for testing).

I tried from both a Sky (NowTV) connection, and also a VPS on a different ISP and get the same, so I don't believe it's related to Sky - perhaps your previous ISP only used IPv4 so you never noticed an issue before.