Three WiFi router help

potentialhousebuyer

My nan uses a three WiFi router for her internet on her windows laptop. 

Suddenly she can’t access sites like ITV X and BBC IPlayer through the browser. She gets a page cannot load page. 

She can access other pages though and they load. 

We have tried other browsers. 

When Curry’s take a look they all load for them. 

So is it the router? Why is it only allowing some pages load? 

flaneurs_lobster

Why/how are Currys involved?

Are you able to access your Nan's location or are you trying to fix this remotely?

It would be useful to try another device (phone, tablet, laptop) attached to the same router to see if it is a router or Nan's laptop problem.

potentialhousebuyer

She took it there thinking it might be a laptop issue as it’s under guarantee. 

Trying to help over the telephone. 

Unfortunately she doesn’t have another device at her location to use. 

It’s a nightmare trying to help someone like this. 

bob2302

IIWY I'd ask in a Three specific forum. First find out what the problem actually is; can she not access these sites at all, does the error occurs on clicking play, or what?

flaneurs_lobster

Yep, remote support of relative's IT problems can be fraught.

Does your Nan not have a smartphone? I thought the Three broadband routers needed an app on a mobile/tablet to set them up?

Can I assume that turning the router off/on has been tried? 

Think the next thing would be Three's online support - is your Nan up to dealing with this?

J_B

flaneurs_lobster said:

Can I assume that turning the router off/on has been tried?

This /|\

.

potentialhousebuyer

I believe she does have a smart phone yes but I think she didn’t think to try and never did I. 

The errror was the whole website would just not load and others would, she never got through to even clicking play on any video. 

However the good news is, my brother managed to go over last night and resolved it. I don’t know what it was exactly but something to do with Norton and a VPN? 

Vitor

Doo yourself (and nan) and favour and delete Norton, Windows Defender is fine now

flaneurs_lobster

potentialhousebuyer said:

However the good news is, my brother managed to go over last night and resolved it. I don’t know what it was exactly but something to do with Norton and a VPN? 

Glad its been sorted.

What a surprise, Currys "Beyond Techspectation" team didn't manage to spot that feature. 

bob2302

potentialhousebuyer said:

However the good news is, my brother managed to go over last night and resolved it. I don’t know what it was exactly but something to do with Norton and a VPN? 

Unless she's doing P2P file sharing or needs to access sites with a foreign IP address she doesn't need a VPN. VPNs used to be useful in the past, but these days they are being heavily mis-sold to people with no need of them. 

The BBC doesn't allow foreign IP addresses to access their streaming and VPNs are a common way of bypassing these checks. She will probably find that other sites are blocked or a lot slower than they need be. She will also be seeing more aggressive Captchas.

potentialhousebuyer

Thanks everyone. Everything is still working. So hopefully my brother sorting it all has resolved it.