can't access bing.com

[MarcinRak]

I have a strange issue:

90% of the time I can't access bing.com when on videotron's helix wifi. It happens on all devices connected to my wifi. If I switch my cellphone to use telus's network, all works fine.

I can't access bing.com, and then after a while I can access it again. Sometimes I can't access bing.com via edge but can via chrome, sometimes the other way around. soon after I can't access bing.com on either browser.  Later that day it'll start working again on both. But most of the time it's inaccessible. 

All other sites I use work just fine, it's just bing.com that poses this strange problem

[JulieL]

Hi! We recommend clearing the cache of all browsers and perhaps checking the settings of your security softwares if you have any.
Have a nice day!

[MarcinRak]

Perhaps I should include this...sometimes I get the following tracert on www.bing.com:

Tracing route to e86303.dscx.akamaiedge.net [23.43.161.64]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 10.0.0.1
2 15 ms 15 ms 13 ms modemcable001.219-80-70.mc.videotron.ca [70.80.219.1]
3 15 ms 15 ms 14 ms 10.170.193.118
4 1938 ms 2892 ms * 216.113.125.9
5 16 ms 13 ms 12 ms a23-43-161-64.deploy.static.akamaitechnologies.com [23.43.161.64]

Trace complete.

Can someone check whether this e86303.dscx.akamaiedge.net [23.43.161.64] is www.bing.com? Apprarently it worked this time, but notice the lag on 216.113.125.9 and please read my next post (may be in separate thread)

[MarcinRak]

I did all that. Clear the cache, reset the Helix. I should mention that everything works fine when I'm in a coffee shop, at least all the coffee shops I tried, everything works perfectly. Please see my other comment in this thread - I did a trace to www.bing.com when neither chrome nor edge can access the site...perhaps you can make more sense of the ip addresses...much thanks

[djugessur]

I have the same problem MarcinRak:

Tracing route to e86303.dscx.akamaiedge.net [23.53.4.33]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 10.0.0.1
2 14 ms 5 ms 5 ms modemcable001.144-83-70.mc.videotron.ca [70.83.144.1]
3 11 ms 11 ms 11 ms 10.170.193.82
4 589 ms 680 ms 948 ms 216.113.125.9
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.

I can reach bing from other providers but not from videotron

[kevaughn]

This is the same for me, cannot reach bing only with videotron... Please fix this issue as this seemingly happened with the new year..

[kevaughn]

This is a very special issue, and I hope Videotron answers for this as this is ridiculous, do you have some sort of partnership with Google you are not answering about??

Either way this seems less like a one off issue if every other provider is capable of accessing Bing and just not you.

Please fix this asap....

[kevaughn]

Please escalate the issue, this is affect **ALL** of my devices, not just one browser or another..

[VinhN]

Hello, please contact technical support by phone at 1-877-380-2611 or by chat by visiting the following page: https://videotron.com/en/contact-us . We would like to do specific verifications with your connection since this isn't a general issue. Thank you. 

[BigMav]

Same here bing won't load correctly  on all my computer but when i switch to 5g everything is fine fix your ish Vidéotron. And it's not only bing a lot of page won't load. I already rebooted my helix modem . It's on your side .

[BigMav]

Same here send the info to your IT team instead of wasting our time .

[BigMav]

Guy change you dns to the google one the videotron one is not working properly 

[CedrikS]

Good morning MarcinRak and BigMav,

Regarding this situation, we suggest you go into your Helix Fi mobile application and then, try to disable the Advanced Security feature:

1- Go to the Overview tab at the bottom of the screen.

2- Go to the Advanced Security tab at the top of the screen.

3- Turn off Advanced Security. This will take around 10 minutes to take effect.

See if Bing.com will then work properly. Thank you!