Accepted Solutions
@pchan83 wrote:
- I have turned off "Advanced Security" from my Rogers Xifinity app as I read in other posts that it could be the issue
Advanced Security is the usual culprit for these sorts of problems. Did you reboot your Xfinity Gateway and your computer after turning off this feature?
Are you using a third-party DNS service, whether configured through DNS over HTTPS in your web browser or explicitly configured in your computer's network settings? If so, try turning this off or try temporarily switching to a different service. Some DNS providers block access to malicious sites and this can sometimes cause problems accessing legitimate sites.
@pchan83 wrote:
Re: DNS service, this is happening on all of our devices (including mobile), so I don't think it was something that has to do specifically with a single computer.
It could be due to a problem with Rogers' DNS service as well. (That has caused a perceived outage for others in the past when sites stopped resolving properly.). If you switched to a hotspot that offered you different DNS servers via DHCP, that would also explain why things started working.
@pchan83 wrote:
Based on my troubleshooting, it definitely seems like something happening with the router. If it's a problem with the Rogers' DNS service, any idea how I can go about trying to fix?
You. can configure DNS over HTTPS in your web browser: https://developers.cloudflare.com/1.1.1.1/encryption/dns-over-https/encrypted-dns-browsers/
This is something that you can enable or disable easily, but is a great thing to keep enabled for privacy reasons.
Unfortunately, there is no way to configure alternate DNS servers on the Xfinity Gateways.
@pchan83 wrote:
Thank you, it might be best for me to wait for the technician as I don't want to mess things up. Certain mobile apps are impacted as well so I don't think it's browser related?
If the DNS service that you are using is broken, it will certainly cause problems for mobile apps as well.
If you could elaborate on what web sites are broken for you or what mobile apps are not working properly, perhaps the @CommunityHelps team can open a ticket with their support teams to get the problem(s) resolved.
FYI, I just tried accessing Triangle Mastercard and Wealthsimple. I am currently testing using a Gateway that is in a standard, Rogers-supported configuration. (I am resolving using Rogers DNS and Advanced Security is disabled.) I can load the web sites just fine but I do not use/subscribe to those services so I cannot test whether the web sites are working properly.
Sure, thank you. On random URLs (around 50% of the time), I am getting errors like this on the first try (but if I reload, it generally works):
I cannot log into my account on https://my.wealthsimple.com/app/login?locale=en-ca while connected to wifi, but it works when I'm on hotspot, so I know it's not a password problem. When I try to log in (while on wifi), it doesn't work and just brings me back to the login page.
This URL eventually loads, but it takes a lot longer on wifi vs. hotspot: https://www.ctfs.com/content/dashpublic/en/login.html
On mobile, my X app started to have issues loading comments when I click on posts. If I go back and click the post again, usually the comments will load properly.
I hope this helps, it's very strange and I don't know how else to explain it.
@pchan83 wrote:
Someone from my company suggested I try while connected to VPN to troubleshoot and I do not get any of those errors when connected to VPN, so I believe that rules out any hardware issues and it has to do with my Rogers connection.
I find this rather disturbing. I have some fundamental rules that an ISP must never EVER break:
- DO NOT muck with my network traffic. (I don't care what your reasons are or how good your intentions might be.)
- DO NOT force me to use equipment or services that I do not trust.
I once had some problems with my XB8 gateway where it started acting weird and doing really weird things, and I suddenly had unknown devices showing up as connected on my network. I had Advanced Security turned off but something in the backend kept re-enabling it. As an added test, I completely disabled Wi-Fi on my Gateway and had nothing connected to the LAN ports... yet devices (that could not possibly connect) were showing up in Connected Devices on the Ignite WiFi app). Cloud-managed devices also make me really nervous. The Rogers support teams reset things in the backend and the weird behaviour (mostly) went away. However, "That's weird" is something that you should never EVER have to say about a device that you depend on to maintain the security of your home network. Ever since then, I run my gateway Bridge Mode, use my own router/firewall and my own Wi-Fi gear. I use third-party DNS services and use DNS over TLS to ensure the integrity of DNS. I enjoy better performance, better reliability, better security, and I have total control over my in-home network.
I really, truly wish we had the option of connecting our own network gear to a simple cable modem. All I want is dumb, simple, fast, reliable connection to the Internet. Nothing more. No value-added services that cause more problems than they solve.
For everybody's sake, I hope Rogers can figure out why their Gateway is subtly breaking your network connectivity.
One other thing to keep in mind: Chrome and Firefox released major updates this past week, and some of the changes included tightening security and enhancing privacy, which could potentially break some web sites. However, if browser updates were causing problems, you should have seen the same behaviour over your VPN connection and your mobile phone's hot spot as you did while connected to your in-home Wi-Fi.
@pchan83 wrote:
I think we can rule out any specific browser settings or updates given everything functions normally on VPN and / or hotspot. The challenge for me now is quickly and efficiently being able to reach the level of technician or support person at Rogers who can help me resolve this as phone agents and the technician who came to my house yesterday has not been able to resolve. They have "escalated" my case.
The only quick thing I can suggest is to double-check the status of Advanced Security in the Xfinity app; make sure that it did not get re-enabled without any action on your part.
