Problem accessing an important website

[Pterosaur54]

Having just moved to EE from Virginmedia, I am finding that I cannot load the home page for my Hostpresto web account.  It always returns protocol error.
I have pinged the site and traced the connections, Hostpresto have done the same from their end.  The connection fails at the return in the modem. EE have reset the modem to factory condition remotely and that has not solved the problem.

The setup came with no instructions and no directions to a user manual, so my question is, how do I access a hub user manual to enable me to resolve this issue myself?

The EE helpline is a 2 hour wait away, and I have a life to live.  Apparently I have a question started badge now!

[XRaySpeX · Accepted solution]

What is the URL of this site? Do you have any Parental Controls in operation?

There is no printed User Manual for the router.  However you can login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router.& look at the Home > Help > User Guide pages. Also you can browse its management pages & press the '?' against items to find out more info about fields you are interested in.

[Pterosaur54]

Thank you for your reply. These are options that I have already tried and had no success with.

I suspect that I need guidance on the syntax and function of access control and the concept of setting pinholes, which are not at all clear?  I was hoping for a more accessible manual, but what I have is a mash up of routes to try and find out what I do not know I am looking for.

I have yet to contact the EE telephone helpline.  It seems that the waiting times are immense for any attention and I do not relish spending an hour or more of my life on hold when I am going through a busy period of life at present.

Grumpy old man, mid seventies, still in Windows millennium mindset.

[XRaySpeX]

You haven't answered my Qs which mat help in identifying the issue.

[Pterosaur54]

I have made the call 3 times.  The last time was the shortest estimated wait time of 1 hour 45 minutes.  I had 20 minutes put aside for the call. One day soon I hope to make contact.  🙄

You have to keep smiling.......  Be assured, I will hit the thumbs up when I get to the end of the EE helpline assault course.

Last week, I wrote a (polite) letter to the EE headquarters customer support after having a estimated waiting time on the helpline of over 2 hours.  I do not expect a reply any time soon.

This is different to the Virginmedia helpline, but just as useful.  At least I have been promoted to investigator on this forum!

[JimM11]

@Pterosaur54 Maybe before then you will answer the question asked, but then again not.

[Pterosaur54]

 "I cannot load the home page for my Hostpresto web account." as stated at the start of this thread.  If I disclose the exact web address it will open my secure access page and expose me to hacking.

[JimM11]

@Pterosaur54 Don't think so, no one is gaining access without a username / password to the page.

Login -

[DoingItSideways]

1. What is the exact error you are getting? ("protocol error" is not clear)
2. You were able to successfully ping the site from your end, correct?

[bobpullen]

@Pterosaur54 - hard to offer an opinion without the URL in question but if you pair your hub with the EE App and check the Advanced Web Protect settings, does that offer any clues?