Troubleshooting request

Forums › Quic › Troubleshooting request - mail.com

evnafets

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#319471 28-Apr-2025 13:26

For the last week I have been unable to log in to my mail.com (owned by Yahoo mail) account via browser.

I can get to www.mail.com - and click the login link.

However on filling in any details for username/password the result is "This site can't be reached"- ERR_CONNECTION_RESET.
The URL it is trying to access is https://login.mail.com/login#.7518-header-login1-1

This is happening both on network cable and wifi.

The Android App for it has also been having issues when on Wifi - which went away when on Cellular data.

If I hotspot through my android phone - it works, and I can access my email.

That seems to point to the issue being with either some router settings, or the Quic Network itself.

Request: Can somebody please try accessing mail.com and logging in - and see if they also encounter the same issue.

Username/password doesn't seem to matter - its just a complete failure to connect to 'login.mail.com'.

Broadband provider: Quic
Router: TPLink BE3600

Can access internet, play games, go on discord etc etc no problem - just not this one particular site.

Any hints / tips as to troubleshooting steps ?

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Geek @ Coastguard NZ
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#3368284 28-Apr-2025 13:46

Working fine here with a new mail.com account on a Quic connection.

That URL is their help page.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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jsm

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#3370649 5-May-2025 17:50

I am also a Quic customer and getting the same response / issue.

In Chrome it get ERR_CONNECTION_RESET and in Firefox I get PR_CONNECT_RESET_ERROR with the same url: https://login.mail.com/login#.7518-header-login1-1.

Did you manage to resolve the issue and successfully login to mail.com?

Behodar

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#3370651 5-May-2025 18:24

Same issue here on Quic, but working fine on Spark.

saf

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#3370672 5-May-2025 21:09

Have tested this from a few connections I/we have access to, and worked on the majority of them, but not on a couple.

Those that it didn't work on had nothing special about them, and were on two separate IP blocks.

Only a single IP is being dished out from any DNS server, either Quic or external, and traceroutes/MTRs match across all connections tested.

Honestly, I'm a little stumped, but can confirm it's not a DNS issue, MTU issue, or a routing issue. My hunch is there's a WAF server-side blocking for some reason.

If you're a customer, can you reach out to them at all and see if there's any blocks in place for your IP?

Certainly not trying to shrug it off, but can't currently see a fault within our control sorry!

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michaelmurfy

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#3370675 5-May-2025 21:23

I've done some testing tonight too and on my 118.67.xxx.xx IP addresses I get the following:

* Trying 74.208.232.197:443...
* Connected to 74.208.232.197 (74.208.232.197) port 443 (#0)
* ALPN: offers h2,http/1.1
* TLSv1.3 (OUT), TLS handshake, Client hello (1):
* CAfile: /etc/ssl/certs/ca-certificates.crt
* CApath: /etc/ssl/certs
* Recv failure: Connection reset by peer
* OpenSSL SSL_connect: Connection reset by peer in connection to 74.208.232.197:443
* Closing connection 0
curl: (35) Recv failure: Connection reset by peer

That same IP address works on another Quic IP address outside of the 118.67.xxx.xx range. This makes me think there is a web application firewall black on the entire 118.67.* range based on the IP addresses of people here who have problems along with myself.

I can ping that endpoint totally fine.

I'm not personally a mail.com customer but for those who are please contact them here: https://www.mail.com/company/contact/ - I have done so regardless and provided them information that may help.

Michael Murphy | https://murfy.nz
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evnafets

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#3370700 6-May-2025 08:50

No, I have not resolved the problem.

After Xpd's response I assumed it must have been something on my end. I appreciate the further input and troubleshooting.

Have raised a support ticket with mail.com now that I have something I can effectively 'point at'

evnafets

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#3370703 6-May-2025 09:05

Filled out the form, and just received the automated response (a few choice excerpts below):

"Thank you for contacting support
You are receiving this message because you did not use our contact form (https://www.mail.com/company/contact/) and our ticketing system does not accept direct emailed inquires any longer. Please use the contact form for future inquiries.
In order to receive further assistance reply to this message.
You do not have to use the above mentioned contact form to open a new ticket for this inquiry
If you no longer need assistance you can disregard the above message and do not have to reply"

But I DID use the contact form.

I'm guessing getting people to reply via email is a way of filtering out spambots. But the message is definitely confusing me.

I'm not really holding out much hope for them to do anything. Its a free email account, so they're not really motivated to provide support...

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michaelmurfy

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#3370968 6-May-2025 20:54

Support staff emailed me "we can't find your mail.com account"...

I told them to actually read my email which states I am not a mail.com customer but am notifying on behalf of mail.com customers.

Then got an automated response "sounds like this may solve your issue".

I tried...

evnafets

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#3371294 8-May-2025 07:46

Support staff emailed me with "This looks like a browser issue - please delete your cookies and clear your cache"

Have just responded with a more detailed email of troubleshooting steps, screenshots and an explicit question about my exact IP address.

My router is telling me that my currently assigned IP address is in the 118.67.xxx.xxx block

Behodar

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#3371301 8-May-2025 08:16

Mine's in the same block, and I have the same issue.

Eva888

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#3371312 8-May-2025 09:54

Opens fine using Safari browser on One NZ.

michaelmurfy

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#3371330 8-May-2025 10:38

Wow talking to support there is like talking to a brick wall. They told me to contact my ISP and said it’s not their problem.

I gave them evidence it is their problem. Let’s see what happens next.

evnafets

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#3371572 8-May-2025 22:56

So the response after 'clear your browser cache and cookies' was 'this can happen due to various reasons including network issues, proxy problems or problems with your browser - oh and maybe your anti virus too'

With a suggestion to restart the router.

And completely ignored the question I asked about were there any blocks on my IP address (or its range)

After ruling out proxy servers (don't have one) anti-virus(it works when I change to hotspot on my phone) and pointing out that it was just not me, the latest is "we have now forwarded this to our IT department, and I hope this is a temporary problem"

So some progress, but I'm still not going to hold my breath.

evnafets

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#3373703 16-May-2025 10:54

Update:

Good thing I wasn't holding my breath.

Since it was "forwarded to the IT department" it appears to have gone into a black hole. There has been no communication and the problem still exists.

Current workaround is to use Mobile data to access the email, which 'works' but is clunky.

Have followed up with the email query today, again asking about blocks on IP addresses.

But assuming that this is a dead end / black hole, and mail.com aren't going to solve this issue, there are a couple of alternatives I can think of

#1 - Ask for a 'different IP address' to be allocated from Quic as @Saf mentioned it worked on the majority.
#2 - Would an IPv6 address work? (theoretically)

idanoo

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#3381721 8-Jun-2025 11:02

Unfortunately mail.com doesn't have IPv6 so this won't work. If you open a problem report in the Quic portal asking for a new IP and link this thread/why, I don't see any issue with them swapping it. Just keep in mind it might be actioned relatively quickly during business hours so be prepared if you have anything pointing to it :)

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