Client can't access their own website/webmail

Hi

Wondering if anyone can throw light on this problem.

A client suddenly mid-late last week he could not access his own website or his cpanel or webmail login pages. Thunderbird has also stopped retrieving his emails. It has previously been fine.

He is not aware any settings at his end have been changed. His broadband provider at home is Virgin Media. He cannot access on his laptop, wife's laptop or via the wifi on his phone. They are all accessing the same router.

The website, cpanel and webmail login pages can be accessed by any other computer in other locations, and a test email shows email works fine as does the website.

I have reset the DNS zone for him in his hosting account and talked him through Flush DNS on his laptop, router and computer/phone reboots, all with no joy. Any one of these usually fixes a typical DNS issue so now i'm stumped.

He has phoned VM who says the problem isn't their end and also showed him his website and webmail page via a proxy.

The common denominators are the ISP and the router. I have suggested a router reset (back to factory settings) and re-install.

In Googling the issue, I see VM are having a wedge load of problems this month including last night's outage.

Can anyone suggest anything else he can try?

Thanks

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How bizarre, obviously a local problem, next question is can he access any other website? Or can he only not access his own?

If his mails aren't getting through, then sounds like no Internet traffic full stop, then as you say, factory reset the router, that fails, throw it in the bin and get a new one.

My netgear router failed before Xmas, was only just over a year old, all lights working as normal, allegedly adsl connected, but got nothing. Opened firewall, lifted all security, nothing. Plugged in a new router, back up and running again in minutes. Marked it down as one of those things.

Years ago had similar issue with NTL, they swore blind issue was my end, I could NS Lookup and resolve websites from command line, proving DNS was ok, but couldn't get any http traffic from a browser. Issue turned out to be NTL, they reset my IP address, and voila. They claimed I had been incorrectly assigned an engineers IP which was the issue, but sounded like cobblers.

If for some odd reason he has Internet, just not his site, then try an NS Lookup from command line and see if he can get dns resolution, if so, must be something blocking website. Rogue AV or security app?

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It was only his website and the webmail and cpanel login pages for his server account.

However, last night he texted me to say that it had resolved itself and is now working! Whether Virgin Media was playing up (they seem to be having a lot of problems over a long period of time including issues like this) or not we don't know for sure, but that's my guess.

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Virtual Business Address - £90 per year + postage - nothing else to pay, just one fixed price. Includes a Mail Forwarding Service.

Garden Summer Houses | Oak Framed Log Cabins Scotland

Van Racking | Van Signwriting | Roof Racks for Vans

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Dont ya just love those kind of problems! Fix themselves and you never get the root cause

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cheers Steve
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Like life?????

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Definitely sounds like a server issue to me. My two cents.

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