Unable to load certain website(s) and or videos

[digigreenrobot]

Since Rogers has been experiencing network issue the past couple days I have been unable to load Google.com or load videos on YouTube on any of my devices at home while connected to the Rogers network. 

When using mobile data (not with Rogers, with Telus) goolge's services are accessible but on wifi no dice. I've tried resetting network settings and resetting the router to no avail. Very strange issue really would like some help. 

***Edited Labels***

[john15]

I am having the exactly same problem here: not able to install/upgrade apps in Google Play Store, not able to play any Youtube videos. I also noticed the time out errors in Youtube while connecting to googlevideo.com in Firebug console. Had a chat with Rogers support but so far I haven't seen any fix yet.

[RogersDave]

We have received multiple over the week-end of users unable to load certain websites, especially Youtube and Google related servers.

We have made multiple changes to address these issues but it seems that some users are still affected.

If you are still experiencing an issue this morning, would you able to send a private message to @CommunityHelps with your cable modem MAC address so that our engineering team can investigate if there is a specific issue in your area.

Thanks

[rrmaclac]

No, I still cannot PING the servers I mentioned from the Rogers network:

ping r1---sn-gvbxgn-tvfl.googlevideo.com

PING r1.sn-gvbxgn-tvfl.googlevideo.com (209.148.210.12): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

Request timeout for icmp_seq 4

I'm in the Waterloo area if that helps. Not sure how to PM on this site.

My YouTube is working now, but only because I coaxed it to use different CDNs by switching to IPV6...

[RogersDave]

Thanks.

To send a private message, click on the name @CommunityHelps and in the right hand side, you can click on the red box "Send this user a private message".

[john15]

PM sent.

I am in Kitchener-Waterloo area.

[Datalink]

IPV4 and IPV6 traces to that site from West Ottawa:

Target Name: N/A
IP: 209.148.210.12
Date/Time: 2016-06-06 10:12:33 AM to 2016-06-06 10:13:01 AM

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1      12       0   0.0      0       2     0   [10.0.0.1]
2      12       0   0.0      8  180   32   [99.239.32.1]
3      12       0   0.0    12  186   33   [67.231.221.77]
4      12       0   0.0    15  147   32    van58-9-231-77.dynamic.rogerstelecom.net [209.148.231.77]
5      12       0   0.0    11  100   28    van58-9-231-70.dynamic.rogerstelecom.net [209.148.231.70]
6      12       0   0.0    10  166   28   [209.148.210.12]

Target Name: r1.sn-gvbxgn-tvfl.googlevideo.com
IP: 2607:f798:14:44::c
Date/Time: 2016-06-06 10:10:33 AM to 2016-06-06 10:11:18 AM

Hop Sent Err   PL%    Min Max Avg Host Name / [IP]
1        19     0      0.0      0       0       0   [2607:xxxx:xxxx:xxxx::1]
2        19     0      0.0      9  166      26  [2607:f798:80c:49::1]
3        19     0      0.0    11  135      21  [2607:f798:10:4c5d:0:672:3122:1073]
4        19     0      0.0       9   87      19   [2607:f798:10:4c00:0:241:5300:7230]
5        18   18 100.0       0      0        0   [-]
6        19     0      0.0     10   44      16   [2607:f798:10:2d6:0:2091:4823:1070]
7        19     0      0.0     10 165       22  [2607:f798:14:44::c]

[mmm11105]

PM Sent

[RogersDave]

Our Network Operation team has implemented correction in the last couple of minutes.

I performed initial testing from Kitchener-Waterloo area (where most of the reports came from) and everything seemed back to normal. All Google / Youtube / Chromecast / Android services seemed to be operating normally.

If the issue persists, please reach out to @CommunityHelps with your modem MAC address so that we can investigate further.

Thanks

[valis]

I was referred to this page by @RogersHelps

We have a business account in downtown Toronto, and can not access videos from YouTube or Netflix although other video services like Vimeo work fine.

This has been ongoing since Wednesday June 1st, so this is the ninth day that these services have been out.

There's another Rogers business customer in our building having the same issue. This is not device specific, as it affects Windows (multiple browsers), OS X (multiple browsers)  iOS, and Android.

All the web content loads except for actual video. We ARE able to ping the googlevideo.com servers that operate as a CDN for YouTube...

Here's a traceroute done on one of those servers...

Tracing route to r1.sn-gvbxgn-tvfl.googlevideo.com [209.148.210.12]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     9 ms    10 ms     9 ms  99.252.64.1
  3    11 ms     9 ms    10 ms  69.63.242.113
  4    19 ms     9 ms    10 ms  69.63.252.225
  5    11 ms    13 ms    12 ms  69.63.248.233
  6    19 ms    22 ms    21 ms  van58-9-229-226.dynamic.rogerstelecom.net [209.148.229.226]
  7    17 ms    17 ms    17 ms  van58-9-231-66.dynamic.rogerstelecom.net [209.148.231.66]
  8    20 ms    26 ms    18 ms  69.63.253.174
  9    16 ms    16 ms    18 ms  209.148.210.12

Trace complete.

We've removed our internal network from the equation, as well as rebooted the modem today, after @RogersHelp sent us a DM saying that the problem was "resolved".

[RogersDave · Accepted solution]

Our network operations teams have been working continuously for the last couple of days trying to identify and correct this issue.

We have made multiple adjustments in the last couple of days and I have been informed that we have just corrected what we hope is the last area that was affected (small area downtown Toronto).

If you are still experiencing an issue, please respond to this thread and we will try to address it as soon as possible.

[valis]

Came into work this morning, and it's working!

[rrmaclac]

I've also reverted the workaround changes I made to my router (back to IPV4 without IPV6), and can confirm YouTube is working again (in KW), and the addresses I previously mentioned are now pingable. Curiously, I did get an email from Rogers support saying they are still looking into the problem, but the email says not to reply to it..

Thank you!

[Victor519]

Hi!

For more than two weeks I have no more access to live.antena3.ro (this is a news TV station) when  I'm connected thru  Rogers networks. I get the error "Cannot load M3U8:404 not found". I can watch the program in other networks like execulink or teksavvy and most probably bell in some location in Kitchener. At the beginning, the link was functional on Rogers LTE but after few days went off.

I did chat with customer service and the link wasn't working even in the call center. That makes me believe that there is something very bad in Rogers network.

There is any specialist at Rogers that can solve this issue????? Any other idea about what may cause this problem and why only in Rogers network?

[Victor519]

This solved my problem with live.antena3.ro.

Thank you!

[RogersCilio]

Hey @Victor519,

Welcome to the Community!

Glad to hear you were able to find your resolution to your problem within this thread.

Have a great and safe Halloween weekend .

RogersCilio

[bramptonguy]

 Rogers Internet Issue with certain websites on certain devices

This is a very annoying one. My desktop, laptop and the tablets are all connected to the same Wifi. However, the desktop can access all websites whereas certain websites would not load on my tablets or laptops. The same issues with all the guests tablets and laptops. All other websites work fine on all the devices.

Modem: Hitron CGN#ACSMR

Websites that do not load up on my laptops, tablets:

www.rogers.com

www.aws.amazon.com

www.kijiji.ca

Need help urgent.

[bramptonguy]

Well, I was asked to get the new coda modem and then try it. It did not work. I called Tech Support and they said its my SIP device(IP Phone).

I am using a Linksys SPA2101 Voip with router. The problem is that its ip address is 192.168.0.1 .

Anyone here knows how to fix this issue?

[Jhobbs93]

Hi there,

I just had my internet transfered to my new condo. I'm only able to connect to Google websites like YouTube and Gmail on my wifi connected devices and my PC which is connected with an ethernet cable. All other websites don't work.

Help!!

[SaugaOG]

As far as Im aware its illegal for ISPs in Canada to block access to websites. So why is it that within 2 minutes of getting a copyright notice I can no longer access kickass. Please fix my access or I will have no choice but to switch providers. Thank you.

[BS]

I will begin before saying anything that I am just a customer, same as you @SaugaOG, so have no vested interested, only want to inform.

I don't want to get into the legal discussion around this whole thing, that is for another place, but wanted to flag for others to know that since January 2015 when the Canada’s Copyright Modernization Act came into effect, a practice where copyright holders can obtain the IP adress of users who have downloaded pirated material has been in  place with the notices called Notice on Notice - Under the law, there are large penalties that can be applied, but I cannot comment fully on the legal responsibilities of ISP's, other than they must pass on the copyright infringement notices.

Whether they can block access to those sites, I have no idea, but I have read that around the world, they are starting to go after the providers, and there is also a move to stop the use of loaded Android boxes that permit for downloading of copyrighted material.

It is an interesting question, that we all need to consider if we choose to go down this road.

It is kind of like the Napster issue years back, and the recent ending of the use of US ip addresses and VPN's to access US netflix.

It is a combination of a moral and greay area legal question that is going to probably work its way through the regulations and application of the existing laws over the next year or so.

I provide this just for insight into the reality that for those who choose to go down the road of accessing copyrighted material, you can be identified, there are potentially large fines, but cannot comment on the blocking of sites, but as we have seen with Netflix, it is technically feasable.

Bruce

[RogersCilio]

Hello @Jhobbs93,

Welcome to the Rogers Community Forum!

Definitely doesn't sound like an ideal situation to be in, hopefully everything has since been resolved?

If the issue still persist, then I'm curious if there has been alterations to the router settings? Have you tried to factory reset the modem? Also, are you using a 3rd party router? 

I'll tag in some of our Resident Experts for further insight and help :).

@gp-se @Datalink @Gdkitty @VivienM

Look forward to your response!

Cheers,

RogersCilio