Can ping websites but cannot open web pages in Internet Explorer..

Posted on 2004-04-27
Last Modified: 2013-11-30
I have the problem that I can ping a website but not view it in IE. However, to confuse matters, things work fine when I move the PC to another house and connect to another broadband service using the same modem..

I am thinking that there must be some problem with the person's ISP (I am helping somebody out here) but the ISP help line is not only premium rate but also pretty useless.

I have tried disabling the firewall and antivirus protection but things work fine using my line with both working normally.

Has anybody got any idea's where to look next??

Question by:dercoss
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LVL 57

Expert Comment

by:Pete Long
ID: 10927084
first prove DNS type nslookup

to see if it returns an IP address, if it dont MANUALLY set the DNS servers ip to that of your ISP

Author Comment

ID: 10927135
When I enter say, ping I get an IP address along with the an answer to the ping command...

I will try nslookup later on when I can get to the PC in question, again..

LVL 31

Expert Comment

by:Gareth Gudger
ID: 10928077
Apart from trying a different cable, I would say the problem is with the ISP if the browser works fine on the same mode/ISP at a different location.
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Expert Comment

ID: 10928710
have you tried a different computer at the house that is not working?  also, does the broadband link have a separate firewall built into the router?  if so, is web (ports 80, 443) traffic being allowed out through the firewall?

LVL 27

Expert Comment

ID: 10929973
You can also telnet to the website - using either the name or the IP - over port 80.  If you get some http code, the port is open and you're talking to it.  If not, then there is something blocking the port in between you and them.

At a command line, type something like:

telnet 80


Author Comment

ID: 10931298
Thanks for the tips. I am going to try later on today when I can get to the person's house and will report back with news....


Expert Comment

ID: 10932390
One other thing to try is to type the ip address in the browsers url and see if you can connect this way.  Also check the browser connections tab, there maybe something unique with this ISP that needs to be done, and not with the other...

Expert Comment

ID: 10933041

I would first try using a telnet command to see what happens, as HTH mentioned :).
Then type GET, hit enter and expect some html code dumped on the screen. If you do get an aswer, then I'd blame IE. Otherwise it'd be the ISP. I'd doubt it's their DNS servers since is being resolved.

Did your friend get the service recently? Assuming you both use a dial-up service, have you tried connecting at HIS house using YOUR ISP account? My point is that when the account is recent, sometimes the ISP takes a while before it gives you full power. Pinging works because the requests don't physically go through any port, and in order to establish your account they provide you with limited access to their systems for configuration (this one is my personal experience :P).

Sidenote: Dc, maybe you could clarify whether he is using a simple DSL modem or a router. Modems normally don't offer firewall capabilities (like the management of physical ports), but if it is indeed a router, there might be your problem.

Author Comment

ID: 10933776
The person is using a (very) simple Speedtouch 330 USB Modem. Originally, I thought that might be the problem as the connection dropped as soon as an attempt was made to connect to the internet. However, after installing updated VIA drivers the modem seems to retain the connection but cannot connect to websites. As I mentioned earlier however, the modem worked fine for a day or so through my broadband connection at my house, even with a heavy load on the USB channel from other equipment.

I will be seeing the person tomorrow and will try connecting using a different modem, trying my laptop on his connection and everything else suggested here and will report back. It doesn't help that the person is a bit of a "don't fiddle with anything, you might break it" type but I'm sure it'll be sorted out soon...

LVL 79

Expert Comment

ID: 10935160
Is the IE set to use a proxy? If so, you will get the exact symptoms you describe. Name resolution works, ping works, but no web page. Check under Tools, Internet Options, Connections tab, Lan settings button. Make sure all three boxes are un-checked.

Expert Comment

ID: 10938251
I have seen this before and it was an authentication issue.  Check you modem properties and try changing the data protocols...

Author Comment

ID: 10947141
Well, the problem seems to be with the ISP. I tried my laptop using the same account and with a different modem and got exactly the same result. I tried the ISP's "premium" rate helpline but to be honest my 3 year old daughter problably knows more than the idiot at the other end of the phone did.. He seemed to be reading from a script and was plainly out of idea's after a few perfunctory attempts at solving the problem

I have advised the person to cancel their 12 month contract and go with a decent ISP..


Accepted Solution

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ID: 11262241
User resolved; closed, 500 points refunded.

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Expert Comment

ID: 11389592
I had a similar problem with my cable modem and discussed with my ISP. It made no sense and they couldn't correct the problem so I turned off my cable modem for 24 hours and got a new IP address and everything worked fine.

Expert Comment

ID: 11454666
I see this has been resolved, but I have seen this behaviour many times in XP.  Try logging in as a different user or creating a new username so XP generates a new profile.  

There is a something about XP and sometimes 2000 that kills browsing since it exhibits this on IE or Mozilla.  Changing the user or creating a new profile for the user often solves the problem.

Expert Comment

ID: 11467478
do u use proxy ???
if yes put it   in IE
tools ----- internet option-------- connection---lan

Expert Comment

ID: 11504231
I have had recent experience with Cable Modem ISP listing the IP address for the "server" in a spam mail list and this resulting in the the IP Address assigned by ISP being blocked from use in DNS lookups. is site where you can enter IP address and see if it is being black listed.  This could result in failure of a web server to respond after entry of your URL even though 100% of all other aspects (open ports etc) appear correct.

Expert Comment

ID: 12138342
Hi from a newbie

I have been trying to resolve exactly the same issue (for a friend) as the original question posted by dercoss...

My friend has recently entered into a 12 month contract for an ADSL broadband service. He duly recived his installation pack and USB modem (the same 'speedtouch 330 ) mentioned in dercoss's post.I have established that the modem installed correctly and the connection from his ISP is aok. However both IE and Netscape browsers cannot access the web.

We upgraded his OS from 2000 to XP..reinstalled IE..all to no avail..we have gone through many of the solutions offred without any luck...what are browser hijackers ? I have never heard of there a simple way of getting rid ?

Many thanks

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