A:M/C Problem with board and Telus

[cshell]

Forum URL: cafac.proboards34.com

I am having a problem with my users who use Telus. They cannot access my board - they get a "This Page Cannot Be Displayed" error message. It is only happening with Telus Users.

I have posted this before - and understand that there are other boards that are on server 34 that are having the same problem.

I also understand and believe that it is a Telus problem...not a proboards problem.

I have advised all of my Telus users to Contact Telus and push to get this resolved. However, none of my users are very technical and Telus has just been blowing them off - they indicate that they know this is a problem...but tell them it is Proboards problem.

I really need your help...I am losing all my Telus members...I was wondering if it would be possible for someone from Proboards to contact Telus and try to get this issue resolved...as from what I understand the Telus "techs" also get the This page cannot be displayed error message when they try to access it. I cannot do anything as I am not a Telus customer. I am hoping by you contacting them that you will be able to work it out and get the Telus users back on my board...

I have also had my users try to connect to other Proboards..and they can..just not boards on server 34.

Please Help!
Shelley

[Ms PiXie]

cshell said:

Forum URL: cafac.proboards34.com

I am having a problem with my users who use Telus. They cannot access my board - they get a "This Page Cannot Be Displayed" error message. It is only happening with Telus Users.

I have posted this before - and understand that there are other boards that are on server 34 that are having the same problem.

I also understand and believe that it is a Telus problem...not a proboards problem.

I have advised all of my Telus users to Contact Telus and push to get this resolved. However, none of my users are very technical and Telus has just been blowing them off - they indicate that they know this is a problem...but tell them it is Proboards problem.

I really need your help...I am losing all my Telus members...I was wondering if it would be possible for someone from Proboards to contact Telus and try to get this issue resolved...as from what I understand the Telus "techs" also get the This page cannot be displayed error message when they try to access it. I cannot do anything as I am not a Telus customer. I am hoping by you contacting them that you will be able to work it out and get the Telus users back on my board...

I have also had my users try to connect to other Proboards..and they can..just not boards on server 34.

Please Help!
Shelley

wait for an Admin to Reply to this issue is your best bet. if no reply in 24 hours feel free to bump this thread.

[Craig]

The best i can do is move your board to a different server. That should at least mean your users will be able to get to your board. Just give me the yes ad i will proceed with that.

Craig

[Martyn Dale]

Can you access www.proboards36.com ?

It is the closest IP to 34, and if that also doesnt work, could perhaps show its a subnet based routing issue

Additionally i have given a few members my email address to pass on to telus, as yet i have not had any contact from them

[cshell]

Craig: If I were to move to a new server - could you tell me what that new server would be - so I can have some of the users 'test it' by trying to access other boards etc. that are on that server - so we can be sure that the move would resolve the issue first...so I would need to know what server..and possibly the URLS of some boards that are on that server...

Martyn: Do I just have them try www.proboards36.com?? I tried it (although I don't use Telus..) and it puts me on www.proboards.com is that correct or should they be trying to access a specific board on that server?? I am not surprized that Telus has not contacted you - as their position is that this is your problem..not theirs...they do not seem to be too interested in helping resolve the issue..

Shelley

[cshell]

Craig: I should also ask..if we move the board to a new server - can there be a page / message left on cafac.proboards34.com for a bit to redirect users to the new address??

Shelley

[Martyn Dale]

*currently on phone trying to navigate through their voice system...*

[Martyn Dale]

cshell said:

Craig: If I were to move to a new server - could you tell me what that new server would be - so I can have some of the users 'test it' by trying to access other boards etc. that are on that server - so we can be sure that the move would resolve the issue first...so I would need to know what server..and possibly the URLS of some boards that are on that server...

Martyn: Do I just have them try www.proboards36.com?? I tried it (although I don't use Telus..) and it puts me on www.proboards.com is that correct or should they be trying to access a specific board on that server?? I am not surprized that Telus has not contacted you - as their position is that this is your problem..not theirs...they do not seem to be too interested in helping resolve the issue..

Shelley

Thats correct, so that rules out a problem.

In response to your other post, there would be a redirct automaticly put in place, but it will still be useless, as telus users wont be able to see the page to begin with

I have just got off the phone with a guy at telus (gotta love international calls) and the problem starts at 1 of their servers it seems as the packets seem to be routing through the wrong server

I have an email address of another department who i will contact

Theres been strong evidence from the start its not a problem at this end, im not sure why its been so difficult for them to see it as a problem of theirs

[cshell]

Thanks Martyn - Do you think that Telus is finally on the road to admiting and fixing this problem?? Do you think it will take them long to resolve it? If so I am happy to wait another day or so....or would you suggest me moving servers???

The redirect page - would be for my - non telus users...I would contact my telus users directly - and then have the redirect page for those who can currently access the board now.

Shelley

[Martyn Dale]

Well i dont know, they have passed me onto their domain hosting department... last time i checked proboards wasnt hosted by telus, so i have no idea why they want me to go there, but im just following orders

The fact its 1 of their DNS servers again suggests its a problem at their end, but who knows

[cshell]

Ok...Keep me posted! Thanks for your effort on this!

Shelley

[cshell]

I just heard back from on of my members who uses Telus..she tried to access the www.proboards36.com as you suggested..and she can't access that either - she gets the 'page cannot be displayed" message that she gets when trying to access my message board.

Shelley

[Martyn Dale]

Email was just sent to the next dept they forwarded me to...

I wander how long it will take

On the bright side now they actually have someone from proboards also poking them, they will be slightly less quick to try and blame us... not sure why but in things like this, people always find it easier to blame things on us, till we get involved lol

[maxximuss]

Im going to be phoning telus tonight when I get home too, if more people pester them maybe they will fix the problem.It is only a telus issue I believe because all my gaming friends can access the site except for telus users.

P.S. So you all know I have had issues with Telus in the past.They are very slow at fixing problems.They like to re-direct everything before they do anything.

[Martyn Dale]

Im currently on the phone to telus (on hold atm actually), they are testing something


I liked the part where i gave them a ticket number, and they were like "oh, and your from proboards itself?"

"Yes i am"

"Ahhhh right, ok then, i will just need to call someone, please hold"

hah

since then im being told they are testing things *shrugs*

Long international phonecalls, yay for my phonebill!