Cynergy Bank - IT Issues. Cant access their website. Is it just me?

Level390

mebu60 said:

I've just been in via Edge and Chrome.

Have you tried using the link I sent you 5 days ago which uses a URL beginning 'onlinebanking.cynergybank.co.uk' ?

Thanks for your reply. Yes I tried the link. "This site can’t be reached. The connection was reset."

Level390

EthicsGradient said:

I think it's the lack of any domain in the name preceding "cynergybank" that is your problem.
"Hmmm… can't reach this page" ("DNS_PROBE_FINISHED_NXDOMAIN") error.
The nslookup ("name service lookup") tool from a command line prompt gives me a result for www.cynergybank.co.uk, but not cynergybank.co.uk. The "onlinebanking." mentioned above is for actually logging in, while the "www." page is for public information about them.

Normally, companies set their system up to respond to a name without the "www." (eg the BBC does, by filling in the "www." for you). It's a little poor if Cynergy....

Thanks for your thoughts and for trying
Neither of the links you offered worked

EthicsGradient

Level390 said:

mebu60 said:

I've just been in via Edge and Chrome.

Have you tried using the link I sent you 5 days ago which uses a URL beginning 'onlinebanking.cynergybank.co.uk' ?

Thanks for your reply. Yes I tried the link. "This site can’t be reached. The connection was reset."

If you are getting that problem with the exact URL that works for others, then it might be a problem (I think I've heard of people getting this before) of the clock on your PC being incorrect, and the security protocols rejecting your PC's request because of that. Do you know if your PC is set up to keep the time accurate from an external source, or is it doing the best it can on its own?

Angelica123

Have you tried logging in from your phone using your mobile data (rather than your broadband)? 

The issue is something from your end rather than cynergy website which is working for everyone else . Likely an issue with firewall or Internet connection. There are loads of guides online about what to do when you get a site cannot be reached error. It's worth going through one of those systematically to problem shoot. 

coyrls

Level390 said:

Tried to access their website to Login. NO success, no matter what browser, what desktop pc (I have more than one), what operating system. Yet I can access all other websites from every computer.
Called customer services and their response was basically "Its your problem, we're up and running, clear your cashe, put cynergybank.co.uk on your safe list."
I've tried everything I can think of, rebooted everything, and searched the web for a solution.
Nothing works.
No response from Cynergy, although, after many phone calls, its now with "their IT department"
Is anyone else having this problem?
Has anyone managed to fix it/suggest how to fix it?
I have a 2 year bond with this "bank". I am now VERY concerned.

Yes, I have the same problem.  I first had it on 12/11 and reported it then.  It was fixed after a couple of days (but they did not contact me to let me know).  Recently the problem has happened again, I have reported it and it has not been fixed yet.  I am pretty certain it is related to the IP address supplied by my ISP, which is Community Fibre.  The main check you can do is to turn WiFi off on your phone and try to access the site then.  In my case a non WiFi phone connection (via the mobile network) works but a WiFi connection via my ISP doesn't.

As I say my best guess is that it is IP address related, as I had a problem accessing the thinkbroadband forum, which was fixed after I reported it.  They said in their response: "That specific ban is from a couple of years ago and specifically relates to another user. It was a very wide ban as it's in the Asia Pacific region of IP addresses but it looks like a smaller block from that range re-assigned to RIPE NCC (the European registry)."  That theory is supported by the test results from https://ipv6-test.com/ that reports my ipv4 address as belonging to Leaf Computer Services an Asia Pacific ISP.

I don't get why it was fixed with Cynergy but that it has now happened again.  I don't have problems with any other financial or non-financial website but my wife has a problem with the login page for NatWest bank that I have replicated and I think has the same cause.  It is almost impossible to report a problem to NatWest, they are so poor but that's a different problem!

coyrls

It's working for me now.  As is the Nat West login page.  Perhaps they used the same list of blocked IP addresses and it has now been updated.

coyrls

Oh, perhaps nothing is fixed, my router has acquired a new IPv4 IP address, which I guess confirms that the problem is with the IP address that I had previously.  I guess I have to hope that I don't get a "bad" one back again.

Level390

Well I did nothing more, and its "suddenly" started working again, after 2 week of being down.
Sorry, but this MUST have been a Cynergy Bank IT issue.
To repeat my previous posts, I tried everything, using different browsers on different computers, trying to open the website without antivirus, antispam, clearing the cashe and nothing worked.
Then, miraculously, its up a running on all my computers in all operating systems.
I will let you draw your own conclusions......

coyrls

Level390 said:

Well I did nothing more, and its "suddenly" started working again, after 2 week of being down.
Sorry, but this MUST have been a Cynergy Bank IT issue.
To repeat my previous posts, I tried everything, using different browsers on different computers, trying to open the website without antivirus, antispam, clearing the cashe and nothing worked.
Then, miraculously, its up a running on all my computers in all operating systems.
I will let you draw your own conclusions......

Who is your ISP?  I think an IP address change is the likely explanation, you wouldn't have had to do anything to get the IP address to change, the same thing happened to me, it suddenly started working but I then realised that I had a new IP address.

Level390

coyrls said:

Level390 said:

Well I did nothing more, and its "suddenly" started working again, after 2 week of being down.
Sorry, but this MUST have been a Cynergy Bank IT issue.
To repeat my previous posts, I tried everything, using different browsers on different computers, trying to open the website without antivirus, antispam, clearing the cashe and nothing worked.
Then, miraculously, its up a running on all my computers in all operating systems.
I will let you draw your own conclusions......

Who is your ISP?  I think an IP address change is the likely explanation, you wouldn't have had to do anything to get the IP address to change, the same thing happened to me, it suddenly started working but I then realised that I had a new IP address.

You may well be correct. I don't know what the IP address was before the Cynergy bank website started working on my computers again. How can I find out if my IP address has changed recently?
Either way the Cynergy bank website is still working, I can login to my Accounts again and I have downloaded and copied all relevant bank statements for the Easy Access Accounts for HMRC requirements. I would shut the Account completely if I could, but I also have a Fixed Term Savings Account so I am stuck with Cynergy for a while. 
I have opened an alternative Easy Access Account with a different bank (Ulster) and closed the Cynergy Easy Access Account. Yes. I am voting with my feet....... Frankly there is an enormous choice of Easy Access Bank Accounts and I don't have to put up with this issue elsewhere.
For what it is worth I still don't think my computers were responsible for not being able to open the Cynergy bank website. Its the only website I have had problems with (NatWest opens and never has been a problem) and I did nothing for it to suddenly start working & accessible again.
It could be an IP address issue, but closing the Cynergy Account is, by far, the easier and less complex solution.