Modem issue - Specific websites will only load on certain browsers

[rwrjr]

A couple of months ago I switched Internet providers - from 12MB AT&T U-Verse to 50MB Time Warner Cable. While I was with AT&T, I leased a 2Wire modem/router from them (I don't recall the model) and never encountered any problems using the Internet. When I started with TWC, I purchased my own modem - a brand new Netgear N300 (aka C3000 or C3000-100NAS) - to avoid the monthly lease fees.

For the most part, it has worked out fine. However, I have occasionally come across websites that either will not load, or will only load in part (the site text will load but no images or formatting, for example).

For a while I thought nothing of it - just hiccups in the service or whatever. But there is one specific website that has never loaded at all - every attempt results in a "Connection timed out" error. The site is www.videogamer.com. It is where I have typically gone to get my daily gaming news and reviews.

At first I assumed it was a problem with TWC's network. But after an hour-long support call with them, I learned that this was not the case, because while the site will not load if I am using a typical web browser (I tested Firefox, Pale Moon, Chrome, and Internet Explorer), it will load just fine if I use Tor Browser. It will also load if I use the browser on my Playstation 3 console, and when using the default browser on my Android smartphone.


In the process of trying to solve this problem with TWC support, my Netgear N300 modem stopped working - It kept rebooting itself every 30 seconds or so and would not stabilize. A TWC technician came to my house but could not fix it, so I sent it back to Netgear for a warranty replacement.

While I was waiting for the replacement, I used two other modems as temporary substitutes. The first was a Netgear N450 (aka CG3000Dv2) that I borrowed from a neighbor who was on vacation. He returned before my replacement N300 arrived, so I also leased a Motorola SB6121 from TWC for a few days. I visited videogamer.com while using both of these modems. Both loaded the site without a hitch, and there were no problems with any other websites that I visited.

Today my replacement N300 arrived - new in a factory-sealed retail box, just as before. I set it up and activated it with TWC. Once again, everything works fine except for videogamer.com, which does not load on any standard browser.


To recap: Here are the browsers on which videogamer.com will not load on a Netgear N300 modem (all tested over both Ethernet and Wi-Fi):

Firefox - versions 31.0 through 32.0.3 (lots of add-ons installed)
Pale Moon - version 24.0 through 25.0 (lots of add-ons installed)
Chrome - version 37.0 (100% virgin installation, with no extensions installed nor default settings adjusted)
32 and 64-bit Internet Explorer 9 (Flash installed but no other add-ons or accelerators)

And here are the browsers on which it will load (again using Ethernet and Wi-Fi, except for the smartphone:

Tor Browser bundle - version 24.8.1 (no add-ons installed except defaults)
Android - version 2.3.6 default browser (Samsung Galaxy Exhibit phone)
Playstation 3 default browser

I also dug out my old Windows XP laptop computer to test the problem. On that computer, I get the same results as on my current Windows 7 desktop - The site loads fine using Tor, but not when using Firefox, Chrome, or Internet Explorer.

When using a VPN tunnel to route all traffic through a Netherlands server (256-bit AES encryption), the site will load without any problem.

When using a Netgear N450 or Motorola SB 6121 modems, the site will load on every tested browser, including on an Android smartphone and the PS3 browser.

All three modems tested - the N300, N450, and SB6121, are on TWC's list of approved modems for Internet service.


I know this must seem like a minor issue, since there is an easy workaround available. I am not so much concerned with fixing the problem as I am with finding out how it could possibly exist in the first place, because I cannot identify a common link that is present when the website loads but absent when it does not.

So I guess this is more of a puzzle than a problem. Regardless, if there is anyone here who could help me solve it, I would be very grateful.

 

[oneeyed]

The site you linked to doesn't host most of its images. They come from pro-gmedia.com and subdomains which might be blocked.
To test this you could try accessing the site via an online proxy like : Free Web Proxy: Fast & Anonymous Web Browsing
Enter the full URL (http://www.videogamer.com) in the text field then click the GO button.

Have your tried changing your DNS server ? That's the only thing I can think of with such symptoms : the DNS by default in your router somehow filters some hostnames.

You can try Google's Public DNS. It can be set up on each PC individually bypassing the router. More info with a quick guide on how to set it up on Windows 7 : https://developers.google.com/speed/public-dns/docs/using

Here is a tutorial describing how to configure your DNS with OpenDNS, it's also valid for Google's, just make sure to put in the right DNS server IPs (8.8.8.8 and 8.8.4.4) : http://www.sevenforums.com/tutorials/15037-dns-addressing-how-change-windows-7-a.html

 

[rwrjr]

@oneeyed

I was confident your solution would work, because what little I've found out about the problem suggests that it is a DNS issue. However, I tried using both Google and OpenDNS addresses (restarting my adapter after each change), but in each case, videogamer.com still will not load.

Is it possible that I also need to change a setting in my modem's configuration page in order for those new DNS addresses to function properly?

Also, when using the web proxy you linked to, the site does indeed load fine in Firefox. I would imagine that is why it also loads fine in Tor, which has a similar purpose.

 

[oneeyed]

No the change should be immediate. But you can change the DNS of your router directly. How to change this setting depends on the manufacturer though, so you'll have to check its manual.
More info :3 Ways to Access a Router - wikiHow
Connect To a Wireless Router for Local Administration

Have you tried via the proxy I linked above ?

 

[rwrjr]

Yes I added that info above just before you replied. That proxy site does load the page just fine, so I can now use that proxy indefinitely into the future as an easy fix, just by updating my bookmark. But if you think of any other possibilities that might be causing the problem in the first place, I would also be grateful.

 

[oneeyed]

If the DNS change doesn't work I'm not sure what you can do except use a proxy (afaik Tor browser does that automatically which is why it worked correctly). I suspect this content blocking is done by your ISP. Various countries force ISPs to censure/filter Internet. It's possible pro-gmedia.com is used to host porn or something similar which is why it's blocked.
Here are some links about how you can bypass your ISP censure via proxies :
How to bypass your ISP's blocks
How to Bypass an ISP Proxy Using a Website | Chron.com
5 Ways to Bypass Internet Censorship and Filtering
How to Use Google as a Proxy Server

You could always reset your hosts files, it won't hurt, but I doubt it's the cause. This can be done automatically via Microsoft Fix-it : http://go.microsoft.com/?linkid=9668866

 

[rwrjr]

Ok, I found my modem's DNS configuration page and tried using OpenDNS and Google addresses there. Unfortunately, as you suggested that didn't work either. Though on the plus side, all other sites are loading much faster now.

I originally did think that the problem was caused because of filtering by my ISP, however that filtering should have also applied when I was using the other two modems I tested, as well as with my PS3 and Android browsers. At least, I can't imagine why an ISP would only block a site if it's being accessed by a specific model of modem and only on certain browsers.

 

[Shimshom]

Have you tried updating the firmware of your modem if it doesn't have the latest

 

[rwrjr]

Have you tried updating the firmware of your modem if it doesn't have the latest

I hadn't thought of that. I checked Netgear's site, but it looks like my model doesn't have any firmware available for download. Only documentation. Thanks for suggesting that, though.

 

[Shimshom]

On your modem support page it says "Please note that there is no option in the web interface to upgrade the firmware manually. Firmware upgrades are pushed down by the ISP" so maybe it's worthwhile to ring your ISP and ask them

 

[rwrjr]

Ok, I called TWC technical support and asked if they could update the firmware from their end, but the support rep I talked to said there was no way for them to do that and that he had never done that with any other customer.

He might have been misinformed. Although, I also do not see that message you mentioned on Netgear's download page. Are you looking at a different site than I am?

 

[Shimshom]

Scroll below the pics on this page and see it in red NETGEAR Support | Answer | Current Firmware Version for NETGEAR Cable Modem Routers

 

[rwrjr]

Ah ok, thank you. According to that page, my firmware is up to date (v1.01.05).

 

[oneeyed]

At least, I can't imagine why an ISP would only block a site if it's being accessed by a specific model of modem and only on certain browsers.

If your ISP DNS servers are the culprits then it actually makes a lot of sense, that's why I thought that was the problem.

DNS redirect hostnames (such as google.com, example.us, evil.net, etc...) to IPs. It can also be a cheap way to block some hostnames.

But when you got your neighbor's, they defaulted to different DNS servers. Result : Everything works.
When you use Tor Browser, it uses a proxy by default. Result : It works but only on this browser.
When you use Android, I assume it defaults to Google DNS bypassing the router. Result : Everything works.

As it is though, I'm not quite sure what the problem could be. Only thing that might be worth a check is the firewall settings on your router but it's a very long shot.

 

[rwrjr]

Sorry, for some reason Gmail started redirecting SevenForum reply notices to my spam folder, so I didn't see this until now.

But when you got your neighbor's, they defaulted to different DNS servers. Result : Everything works.

I wasn't using my neighbor's Internet service, only his N450 modem (I took the modem from his house and brought it to mine). So I assume the DNS servers would have been the same each time, unless the factory default DNS settings for that modem are set at something other than automatic.

But yeah, in any case, even after forcing my N300 modem to use Google or OpenDNS servers, I still couldn't visit that website.

Today I tried using a VPN tunnel through a server in the Netherlands to see if that would have any effect. Just as when using the Tor proxy, this time website loads without a hitch. Does that help narrow down possible solutions?

I appreciate your help with this.

 

[oneeyed]

Sadly I'm not sure how to really solve your problem at this point. If proxies work it's good though.

But it's clear that the problem lies in your router. You should maybe check your manual (http://www.timewarnercable.com/cont...ur-modem/Netgear_C3000_cable_modem_router.pdf) or go to the Manufacturer's support page and then look if some setting could affect this.

Things to try, by accessing the administration page of your router (NETGEAR Support | Answer | Router Initial Setup FAQ)
* Check that you have the latest firmware available (NETGEAR Support | Answer | Current Firmware Version for NETGEAR Cable Modem Routers)
* Change the DNS servers directly on the router (How to change the DNS settings on the Netgear CG3000)
* Check the NAT and Firewall rules on the router.
* Reset to factory defaults (NETGEAR Support | Answer | Router Initial Setup FAQ)

Other than that, you could get help directly on Netgear Forums (NETGEAR Forums) and failing that maybe ask for a replacement if the router is still under warranty (the problem might persist if it's the same model though )

 

[rwrjr]

So among your suggestions, I've already checked my firmware (it's the most current version according to Netgear's support site), as well as changed DNS settings to specified addresses on both the router and my network adapter (to Google and OpenDNS).

I will have to try factory default settings still. I'm not very familiar with NAT and firewall rules. My router admin page has a section for "Blocked Sites" (currently with no entries listed), but nothing labelled as NAT settings. So I need to read up on that a little I guess.