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3 posts

Wannabe Geek

#152056 14-Sep-2014 18:31
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I have been having trouble accessing a particular web address ever since I downloaded their software to run 2 years ago. I wish to upgrade now to their paid version because I like it so much, but to my anguish my attempts to connect always seem to time out, and ping tests prove this. Their IP address is not recognised as a valid address, yet when I use my mobile I can access their website. I can also access their website using others devices. My children when they come home or visit at my office cannot access the site with their laptops, but can when we leave the office or home. It often states that I must connect to the internet to access help from its software options, but I am connected. I have screenshots to prove this.

I have checked with my service provider and they say they do not block that site, and the website administrator also confirms that they are not blocking me.

I downloaded anonymizser to run one my home pc and this enabled me to connect to the site so it is my internet ip address that is the problem.

I have checked all my router and computer firewalls, and I don't have any.

I run AVG 2013 ANTIVIRUS on all machines with their firewalls deactivated.
AVG have looked at it and so far cannot figure it out.

My IT consultant cannot figure it out.

I am at a loss what to do next.

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5355 posts

Uber Geek


  #1128477 14-Sep-2014 18:34
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tether your PC to your phone and use its Internet and see if it works

558 posts

Ultimate Geek


  #1128486 14-Sep-2014 18:47
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Could be a DNS issue.

Try changing the DNS settings on your computer to and

Geoff E


BDFL - Memuneh
67787 posts

Uber Geek

Lifetime subscriber

  #1128519 14-Sep-2014 19:34
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  • What is your ISP?
  • Are you using your ISP's DNS or a third party (Google, Unblock-Us, Unotelly, etc)?
  • If you use a proxy or VPN service can you access the site?
  • If you are using a laptop have you tried taking it somewhere else and try accessing it (a cafe, public WiFi at library, etc)?
  • Are you sure if you haven't blocked it on AVG?



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3 posts

Wannabe Geek

  #1128759 15-Sep-2014 08:45
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Thanks Guys, Nathan, yes that will probably work, and I guess I only need to access them infrequently, so that's option. But would be good to fix the issue. AVG have admitted in writing its their fault, I now remember, but that was 4 weeks ago, and they have gone quiet as if they don't know the answer.

I will check whether its a DNS solve, I can remember my IT consultant playing around with this I think.

I will look at all of your suggestions and come back to you.

7 posts

Wannabe Geek

  #1128873 15-Sep-2014 11:01
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  1. is the kids laptops running AVG, if so then this shouldn't be the issue, as it will show the same behavior as being inside your home or office network regardless of where your connecting from. So you can rule AVG out.
  2. Try accessing the site in question via the sites public IP address from home or office if you can connect via IP then its your DNS, if not then its #3.
  3. Your home and office Public IP is well and truly blocked from the site, contact the site administrators and ask to allow your IP.


If your IP is blocked then there is nothing you can do but contact the site owners, this can happen if the previous users of this IP address has been used for spamming or victim of such nasty activity.

If AVG, ISP or your IT consultant don't have the answers then next step is the site owners.

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