New ISP, New Modem/Router. Now restricted access?

2blue4u

2blue4u

2blue4u

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Joined
17 Oct 2002
Posts
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Hi,

A friend has switched ISP and installed a new modem/router. All is well with general browsing and web access - except he cannot access banking web sites and appears to have issues with Outlook. The problem is also blocking the sending of attachments when he resorts to webmail.

I've come across the banking sites issue myself, years ago. But I can't remember the solution. He's on Win7.

I haven't used a windows box for about seven years now so I'm struggling to help him.

Any ideas?

Thanks

John
 
Which ISP and router is he using?
What happens when he tries to access a problematic site? Any errors?
What happens when he tries to attach a file to web mail?
 
Is it all HTTPS traffic?

And for SMTP, is he using his ISP's SMTP server or another? Lots of ISPs these days block port 25 to anything other than their own SMTP server including my ISP, so I have to use port 465 SSL when sending via my domain's SMTP server.
 
Right, I've now acquired some extra info that may be useful.

The modem/router is a new Technicolor TG582n. The isp is Utility Warehouse.

He can access https sites. But he cannot get past security on banking sites. He has an 'Error 7' and 'web page might be down or moved blah blah'.

Web-based email systems (tried several) all allow plain text emails through but he is unable to attach files from his computer - such as .pdf

Outlook. All outgoing emails just sit in the outbox.

He's switched off the router firewall for testing purposes and it made no difference.

Any ideas?
 
Are you absolutely sure you don't have two issues?

What bank is it, could it be a fault with their page/site?

Are you absolutely sure his email is set up correctly, who provides his email?
 
DNS settings within adaptor settings all set to get automatically, if yes try switching to Google DNS, if no reset to automatic and retry. System time and date correct?
 
Do you have a laptop or device that you can attempt to access the same pages from his Internet connection (even a smart phone) will rule out the ISP.
 
*** UPDATE ***

I've been around to his house and I can now say the following is the current position.

These problems ONLY appear on one single laptop.

These problems ONLY appear when using WiFi.

1) He can access lots of https sites. But his two banking sites do not allow him past security. No useful messages given other than 'timeout' - which is given after only a short time waiting.

2) Webmail. Can send and receive using gmail no probs. What he cannot do is add a document or image from his own laptop as an attachment to the outgoing email. No error message provided by gmail.

3) Weird goings on in Outlook (under Win7). Outgoing emails remain stuck in the outbox. Sometimes they are sent and received by the intended recipient - but they stay in the outbox. The only error message that is occasionally found is 800ccc0f.

Have tried switching off security. He is/was using both Windows and ESET.

All other devices work fine. The problem laptop is OK when connected via ethernet cable.

Help!
 
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