Forum Discussion
Can't access some servers
I notice my home internet can't reach some servers. i.e. some server on AWS US region and some game servers. All the devices on my home have same issue. Firstly, I suspect the WAN IP is banned on some network. After call telus support and give me a way to renew another WAN IP. The issue still persists. DNS has no issue. Resolved IP address is collect. Speedtest.net can't find a optimal server even. Does anyone encounter same issue and have experience to resolve it?
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My home internet can't access some public services which hosts on non-http and non-https ports. i.e. I can login speedtest.net website but can't run speed test. After some troubleshoot, I found speedtest will use 5060 or 8080 port to get contents from backend besides 443 port. Some games can't play due to game server uses 8443 port to establish wss stream. I can't connect SSH server on public IP either. I called telus support and showed the issue. They explained it is due to HSIA policy and show me article https://www.telus.com/en/support/article/telus-hsia-security-measures-policy. It is very unreasonable and unacceptable for outbound traffic. For inbound traffic, only 80 and 443 allowing will be OK. And on the article, it doesn't say 8443, 5060,8080,22 ports will be blocked, especial for outbound. A couple of moths ago, I moved Telus home internet to new address, every works fine before moving. The issue happened after moving. Even, I have a friend in the same building, his home uses Telus internet also and can work fine. It should be some firewall rule configuration issue on my home's outbound traffic. Telus support should review my upstream device firewall rules and try to fix the issue instead of explaining HSIA to me. Otherwise, Telus internet is not worth to use any more!
TELUS_SupportOfficial Support Team
Have you contacted our Tech Support about this for investigation?
Yes. I called support and spent hours to show the issue with support. The support on call can't resolve it and file a ticket. And I got update that it is due to HSIA security policy. Obviously, it is unacceptable for outbound traffic.
I have this SAME issue, recently moved and at first it was fine but now I cant connect to steam servers or use speedtest.net
You can check whether non https/http outgoing traffic are blocked on your network. It looks like the cause for my network.
- Nighthawk
Community Power User
It's not likely that the WAN IP was banned. For residential connections it's extremely rare unless someone was doing some rather illegal things online.
Which router do you have from Telus? Which DNS are you using? What error messages are you seeing? Do you have any specific examples of servers you can't reach? (IP address or URL)
Router model is NH20T. DNS are 75.153.171.67,75.153.171.116 which is got from upstream device via dhcp. DNS should be OK since it can resolve correct IP address. I just figure out it isn't related with IP address. It does be related with the port. It looks like only outgoing 443 and 80 ports are allowed. i.e. following 2 wss URL aren't use default 443 port and can't access. It is very unreasonable that Telus block my outgoing ports and only allow 443 and 80. For incoming traffic, only 443 and 80 opened is OK. Will report telus support for the issue.
wss://ws_server19.nadgames.com:8443/BlueBox/websocket
wss://vancouver.speedtest.telus.com.prod.hosts.ooklaserver.net:8080/ws?
- Nighthawk
None of the outgoing ports are blocked by Telus. Inbound connections do have some restrictions though. Those have been publicly available for years though.
What are you doing with WebSockets? I guarantee support will have zero clue what you're asking if you mention anything to do with those.
Do you have your own router connected to the NH20T or are you directly connected to it? Have you messed with the firewall settings on it, or the router, or your computer?
