Shell (was Post Office) ISP obscure technical issue (web invalidJson with Microsoft webmail)

grumpycrab

A friend's connection to hotmail is timing out when using any browser - also same problem with my computer on their internet connection.  Works anyway else (even via a hotspot).  So its definitely a Shell router/internet connection issue with microsoft webmail.
Their Shell connection is ADSL (20 d/l, 0.85up) which I suggested to Shell might be the problem (0.85up link timing out with microsoft webmail servers?)
All other web connections work, so it has to be something specific to do with the Shell broadband link + microsoft webmail.

The Microsoft Mail app works (but friend hates it).  Question.  One option is to upgrade to Fibre for not alot more money but friend thinks its a stupid idea. Its all I can think of apart from changing provider (whether that will make any difference or not). Cheers.

400ixl

ADSL uplinks are more than capable of providing the required bandwidth for a web connection to not time out, so very unlikely it is an upstream bandwidth issue.

It could be a routing issue though.

First thing to do is to shut down the PC, then switch off the modem / router. Give it a minute and then switch bock on the router and wait a couple of minutes before booting the PC. This should allow for any cached routing to be flushed out of the system.

See if it works then, if not also clear the cache of the browser.

Also try this URL https://outlook.live.com/owa/

Other things to try are another browser (Chrome, Firefox) or to connect via a VPN to see if that works.

grumpycrab

Tried all browsers. Haven't tried VPN but tried a hotspot (worked!).  All webmail addresses appear to resolve to https://outlook.live.com/mail/0/    
Cleared caches and reboot router and PC.  But agree routing issue sounds a possibility.

Tried to get Shell to send a new router as PO router appears ancient (Shell said its current and firmware is up-to-date).
As its a BT line how easy would it be to try a spare BT router?

Neil_Jones

An invalid JSON error is usually caused because the browser has not received all the data from the website.  Upgrading to fibre is not going to fix this.

If this is a laptop you can set up a temporary hotspot on a phone somewhere, connect the laptop to that and see if the issue clears itself over the mobile network.  if it continues the issue is with the computer.  If it clears up, the issue is with the first internet connection.

grumpycrab

Neil_Jones said:

you can set up a temporary hotspot on a phone somewhere, connect the laptop to that and see if the issue clears itself over the mobile network.  

When my laptop had the same issue on their Shell internet connection (using their WiFi) I did exactly what you said and it worked.
Fixing this is going to be fun. How easy will it be to swap the crappy old post office router for a spare BT router?

Jenni_D

Is it a DNS issue? (i.e. the JSON is hosted elsewhere and the address can't be found). Can you try setting the DNS directly in the laptop's Wi-Fi adaptor to Google's (8.8.8.8) or CloudFlare's (1.1.1.1) as a test?

forgotmyname

If you have the login data then you should be OK. I know some ISPs dont openly give that data out.

I used the BT router when I moved to Plusnet, router got delayed in the post.

grumpycrab

Thanks - I'll have a look at DNS and try my spare BT router. (not until Monday)

Neil_Jones

grumpycrab said:

Neil_Jones said:

you can set up a temporary hotspot on a phone somewhere, connect the laptop to that and see if the issue clears itself over the mobile network.  

When my laptop had the same issue on their Shell internet connection (using their WiFi) I did exactly what you said and it worked.
Fixing this is going to be fun. How easy will it be to swap the crappy old post office router for a spare BT router?

If your issues is caused downstream of the router (ie down the phone line, through the exchange and so on into the bowels of the telephone network and where things go to and from your provider) you can change the router until the cows come home and it will make absolutely sod all difference.

redped

My mum has broadband with PO/Shell, and the standard Zyxel router isn't great - the WiFi signal is weak.  I swapped the router for a new Netgear one, and the following link was very useful - https://forums.thinkbroadband.com/postoffice/4446336-user-name-for-modem.html#Post4447539

All you need to do is backup the config file from the old router (which is in csv format) and then open it in excel (or even just notepad) to get the username & password required for the new router to connect to their network.