NickelArcade's profile

NickelArcade

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Can’t log into San Diego County Credit Union

A few days ago, I tried logging into my credit union account. It wouldn’t load.   I tried every device in my home (pc, laptop, iPhone) and nothing works.   I disconnected from wifi and sure enough, it works fine on my cellular network. I call SDCCU and they said they don’t block IP addresses and I should call Cox.   I then call Cox and they said it’s an sdccu issue.  So basically each provider is blaming each other.  And I reset my router and modem, reset all devices, restarted, etc.  I even reset my IP address.   Still the same issue.

I went on chat with someone at Cox and they said they are looking into it and contact them back in 48-72 hours (not very confidence inspiring)

every other website works fine.  I don’t use any vpns.  I turned off my firewall and virus scanner.  It’s extremely frustrating.   The only thing that I changed this week was switch from windows 10 to 11.  So would that affect it?  And if so, why does my iPhone not connect to the site ?

very frustrating when you can’t access your bank in your own home and the technical support on both side are pretty much useless 

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WiderMouthOpen

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Is it a problem connecting to the site or logging into the site? If a problem connecting, can you ping the site? If a problem signing in, what exactly is the error?

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NickelArcade

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It’s a problem accessing the actual website.  I can’t even get in to log in.   The mobile app opens but doesn’t let me access the login screen

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WiderMouthOpen

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Can you ping the website? If not, run a tracert and see where it fails. Post the trace for advice.

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Darkatt

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Try using a VPN, if it works, they are blocking your Cox IP address. Opera is a great browser with a built in VPN. 

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NickelArcade

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thanks for the tip.  It looks like the vpn only works on desktop.  I’ll download it later to try it.  It doesn’t seem to work on iOS opera 

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Darkatt

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the fact that a VPN worked, indicates that your IP address was being blocked by the website. That means it's really not a Cox issue, but a problem that your credit union has to get resolved by their web site host.

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NickelArcade

New Contributor II

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I’m certain it’s an sdccu issue.  However, speaking to someone to get it resolved is where I’m coming up short.  They assured me they spoke to their IT dept but the gatekeepers won’t let me through to speak to someone to confirm or who can actually help.

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Darkatt

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I know what it's like. I used to work for Cox, AND Previous, worked for a data processor that handled Credit Unions over several states. SO.. I REALLY DO know both sides of the issue. I certainly understand your frustration, and hopefully someone at the credit union is doing something. I would like to think so, since most people at credit unions are really decent people, and they care about their members. 

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NickelArcade

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Thanks. I appreciate that.  I used to manage a call center so I know how it goes.  Unfortunately,  I also know that sometimes reps just tell you things to get you off the line.  Sdccu has always been great and same with Cox.  However,  I don’t think anyone is really taking my issues seriously.   If it were something with my setup,  I could understand.  But it just doesn’t make sense to why it’s the only website and app that doesn’t work when on my home network.   Luckily.  I can just sign out of wifi and connect.   But I like to figure out why something is not working to fix it 

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