Unable to reach a website because of ERR_CONNECTION_TIMED_OUT

[Kelbrooker]

My first ever post, so please be patient.

I receive the error ERR_CONNECTION_TIMED_OUT when I attempt to access pendle.gov.uk   .

I have already taken the following actions to no avail as recommended by Sky Support at various times:

Cleared caches (Internet,DNS,etc)

Changed browsers (Chrome,Edge,Safari)

Changed devices but using the same wifi (PC-hardwired, Ipad over Wifi, Phone over Wifi)

Always had the Shield disabled but enabled it and entered the site to permit access - nothing changed and reverted to Shield disabled.

Tried incognito mode on Chrome and Edge

Reset the hub

Turned the hub off overnight - 10 hours

Closed down my antivirus to ensure no conflicts (Malwarebytes) - I also uninstalled it and installed AVG - same result

Other things as recommended, but can't remember!

IF I USE 4G FROM MY PHONE IT WORKS!

I am just hoping someone can help!

[jamesn123]

@Kelbrooker 

Could be a public IP issue. Unplug your hub for 1hr to get a new one.

Or if you'd rather not have the downtime you can login to the hubs admin interface and then 'Disconnect' then 'Connect' the WAN. 

[Kelbrooker]

Thanks but already turned off the hub for 10 hours.

[jamesn123]

@Kelbrooker 

What about manually changing the DNS to something other than Sky's?

[Kelbrooker]

@jamesn123  Your last suggestion went way over my head and my competance 🙂

[jamesn123]

@Kelbrooker 

In Windows 11 go to Network & Internet settings > Ethernet > DNS Server Assignment > Edit 

Change it to manual, toggle IPv4 to ON then set the preferred DNS to 8.8.8.8

[Kelbrooker]

@jamesn123  I thought I should add that i would be happy to do as you suggest, if I knew what to do.

Also, if this is a sky probglem, shouldn't they fix it?

[Kelbrooker]

@jamesn123  thank you, I will try 🙂

[Kelbrooker]

@jamesn123 Here's the latest! I read up on the DNS server assignment for Windows 10 and also DNS server addresses. (Just for info, I used to be in the IT Industry from the very start but never comms, so at 75, I rely on everyone else, if possible) I didn't try 8.8.8.8 which I believe is Google as It wanted a hex? values for IPv6 and I couldn't find them easily. I did get the info for Cloudfare and I changed everything for IPv4 and IPv6 both DNS servers and alternates. Restarted my PC and loaded Chrome. So much quicker with Cloudfare BUT it still will not resolve pendle.gov.uk  . Any more of your excellent thoughts would be greatly appreciated.

[jamesn123]

@Kelbrooker 

The following would be my only suggestions which I think you've tried already

- Try different device

- Try device connected in a different way to the hub (Cable vs WiFi)

- Change device DNS

- Use incognito mode

- Turn off Sky Shield

- Get a new public IP for the router

The only thing I can suggest is trying the public IP solution again. This time make a note of your current public IP then switch your hub off and when you switch it back on check its public is different from what you made a note of before.

[Kelbrooker]

@jamesn123 

I will try the public route from scratch again and if that fails I guess I will go back to sky support and get a new hub in the hope that a different spec might work differently. Who knows? But before I go, thank you for your invaluable help. Greatly appreciated!

[Kelbrooker]

@jamesn123 

Hello again! I thought that I would provide an update on my original problem.

New hub arrived today. Theorhetically the same device, spec, etc. Just installed it and the problem has disappeared! Magic or dark art, I don't know which.

Thanks again for your help.

One final question, if I may. I have a Sky booster/access point, call it what you will. Do I need to do anything to it, now that I have changed the router/hub?

[Kelbrooker · Accepted solution]

Hub sorted.

[SteveWF]

Did it permanently fix it for you?  I just received a new router and still have the problem

[Kelbrooker]

Hi SteveWF,

The new router did fix my problem. For some reason it did not like one particular URL. In all my 57 years in the IT industry (yes, I still do the odd job) I had never come across a problem like this, but elimination testing said it had to be the router and it was.  If you have a booster, as I do, it was necessary to take both new router and booster back to factory settings and then sync them both again. Then everything worked. Hope that helps.