Every Netlify Site I Visit Can't Be Reached from the Philippines

I have the same issue and I am not using any VPN. Haven’t touched any DNS setting on my mac.

What is the site, or are the sites, you are unable to access @jdmanabat? Have you tried using different browsers, different devices, and/or different networks?

hi there @jdmanabat - are you based in the phillipines? if yes, can you tell us what ISP you are using to access the internet (without a VPN)?

Hi Perry, I’m from the Philippines and also experiencing this on my project - https://nagrand-hotel.netlify.app/. My ISP is PLDT and project is accessible when using VPN(NordVPN).

hi to everyone on this thread -

we have looked into the issue and it seems that there is nothing on our end that is causing the problem, but i can confirm that we are having multiple customers from the phillipines who are experiencing this issue.

it seems like one or more ISPs from your area are banning access to netlify sites for an unknown reason - it is possible that there was something on our service at some point that they didn’t like - but we have no further information at this time when this ban occurred or what the reason behind it is.

As we don’t have a way to speak with internet service providers directly, the best and only option that really exists is to reach out to your internet service provider and try and get them to investigate the issue - i know that seems circuitous but it is the best advice we have at this time.

If your ISP needs to get in touch with us to discuss anything related to our service, we can make that arrangement. I’m sorry i don’t have better news!

2 Likes

Thanks for the explanation. I’m going to reach out to PLDT (both in twt and email (if I found an email)). I’ll send this thread. Best if I can include netlify’s contact info should they intend to respond. What netlify email should I include? Thank you

hi there,

i am going to sed you a DM with some special contact instructions in just a moment!

thank you for trying to help us!

Hello guys, I’ll be able to access my Netlify site by adding a Google DNS on my machine and it worked. You can try it if it works on your end. Thanks.

It worked using the Google DNS in my end but the sad thing, it gives also a bad impression to share the link to the visitors. It’s sad to know that we are going to instruct them to use VPN or DNS from time to time.

1 Like

Hi, @franzm. To be clear, Netlify is not causing this. This is being caused by the internet service providers (ISPs) there in the Philippines. We don’t have any way to fix a service controlled by someone else. In other words, we don’t control your ISP’s systems so we cannot fix it.

My suggestion would be for you to contact your ISP to ask them why they are blocking our service and ask them to stop doing it.

If they have any questions, you can point them to this post to help communicate the size of the impact their mistake is causing for their own customers.

1 Like

Hello again everyone.

From here, I tried contacting PLDT for almost a week now, here’s an update:

  1. I can’t find PLDT’s email. None is mentioned on their website. There is however a phone number. I contacted it, a bot answered. I received standard customer support responses designed to diagnose “internet connection problems”. None of it is relevant to this context.

  2. I patiently tried to contact their Twitter support account. For a week, I received standard bot replies telling me various troubleshooting things (e.g. restart my router). After 7 days, eventually, a human replied. Here’s their response:

You’re welcome. However, due to limited scope, we only attend to concerns that are PLDT account-related or troubleshooting concerns. We regret to inform you as well that we do not have a direct email for our developer team.

Apparently, their support team has no means to address these kinds of issues. I’m trying to find any dev-related contact info, but I found none on their websites or in their social media pages. I went to a local branch and they said that they only know how to fix account-related and (physical) connection-related issues. So yeah. I don’t know how to proceed from here.

Last options I can think of:

  • If a fellow Filipino reading this has a personal contact inside PLDT, please let them know about this issue.
  • If someone is in NCR and near PLDT’s main office, maybe try to inquire from there. I’m in the province right now, so I can’t do this myself.

Thank you.

Edit: new PLDT emails were given to me. Thank you. Will contact them again :smiley:

3 Likes

gosh, what a struggle! thank you for working so hard to get access back to netlify sites from the philippines. we are also still trying to address this, and will keep you updated if we hear anything.

2 Likes

i have the same issue

Hi, @iamthenewking. People are reporting above that changing from the default DNS resolver the ISP provides to a different public DNS resolver fixes the issues. You can find a list of public resolvers in many places, for example here:

The fact that changing the resolver fixes the issues proves that it is the ISP itself causing the block. Because the ISP is doing this, Netlify has no way to fix it. Netlify cannot control the ISP’s systems. Only the ISP can control their own systems and, for that reason, only they can fix this.

I’ve tried in the past to contact ISPs about these types of blocks and, because I’m not one of their customers, the customer service people I spoke to were not willing to help me. However, since you are their paying customer, they’ll probably listen to you. I strongly recommend contacting your ISP directly about the block and ask them to remove it. Companies tend to pay more attention to their customers (you) than they do to someone from web hosting service they have never heard of before (me).

You can point them to this forum topic to help them understand the issue. The ISP’s employees are also welcome to post here or to email support@netlify.com to troubleshoot this.

1 Like

I’m contacting Smart (subsidiary of PLDT) to check on this issue. I tried connecting through a different ISP (Globe) here in the Philippines and netlify.app sites are accessible. So far issue is only experienced when connected via Smart or PLDT. I’ll share updates once I have response from Support.

2 Likes

thank you, @michvdh . we’re about as frustrated as you all are about this situation - sadly there isn’t much we seem to be able to do to get in touch with PLDT as we are not their direct customers. thanks for continuing to try!

2 Likes

Good news! Smart and PLDT are no longer blocking netlify.app domain. Sites are now accessible here in PH :slight_smile:

2 Likes

that is great news! can other people verify this as well? i am also asking our engineers to run some checks.

Philippine surely fvck when giving this kind of shet to us. Currently, MAY 3, 2022 I have the same issue, I do not know why I can’t access my projects and the only thing I can do is to upload and login. That’s it

which ISP do you use, @goquezpadon ?