on 23-10-2012 12:00
on 25-10-2012 18:07
OK, I finally had a response from the lottery team, bearling in mind I cut and pasted most of this thread, gave a link to the thread, and also cut/paste the results from this "What is my ip" website, and gave a link to it.
See their response below,
Im an IT manage by profession, so Im sure about my local setup ;-)
So both sides now wont take any responsibility.
Im not giving up.. even if it has been an issue since July.. Sigh.
Thank you for your email dated 17 October 2012 concerning being blocked from accessing The National Lottery website.
I am sorry to learn that your Account access remains blocked because of your internet settings.
I have had the opportunity to speak to Virgin Media Technical support who advised that all of their IP addresses should enable players to access their site from their range of IP addresses which are used by Virgin Media. Indeed, the adviser accessed The National Lottery website while I was in discussion with him.
As you will appreciate, we do have a significant number of players who use Virgin Media to access The National Lottery website without any problem, and currently, we are not aware of any other Virgin Media player with the same issue.
It was advised to me that the most likely cause of the block is due to local internet configurations and usage. The best approach would be to seek technical assistance to resolve this matter.
Regrettably, I am unable to provide any further suggestions in respect of this matter.
Please do contact me again if I can be of further assistance.
National Lottery Customer Care Team
on 25-10-2012 18:15
on 26-10-2012 15:05
You are definitely trying to access the National Lottery site on the same computer and browser as you're posting from? I do not see anything wrong with your IP, so I'm fairly sure this isn't an issue on our side. I will take a look into this and see what we can do.
29-10-2012 12:02 - edited 29-10-2012 12:04
This issue is still going on has been for months. I can't access on ANY device from house. Please fix this....
Dear Sir / Madam
Thank you for your email dated 29 October 2012 regarding accessing your Account.
I am sorry to hear you are still encountering problems accessing your National Lottery Account.
Having checked your IP address, I can confirm there to be no reason why it would be blocked and suggest the following actions;
Please ensure that your browser is set to accept cookies. You may want to try clearing your browser history, cache and cookies and if you have a Broadband connection, disconnect this for a period of approximately 15 minutes, as this will generate a different IP address from your ISP.
I hope this helps, however, please refer to your ISP for any further assistance required in this matter.
National Lottery Customer Care Team
on 29-10-2012 12:11
on 29-10-2012 12:39
I can see there is an old modem you are using, I'm not sure if this would be causing the issue, But I'm going to send you a new superhub and hopefully this will resolve this problem, Did you try doing the steps lotto requested you to do? Fingers crossed a new modem will sort this, give you a new IP address and use a different path to get to the site, Your new modem will take about 3-5 working days,
on 13-11-2012 18:46
Yes , I tried all those steps the lottery suggested many times, but its simply the ip address it doesnt like, as any device connected, 3 different laptops and a desktop pc couldnt connect all with the same error.
I also left the modem off for 2 days at one point but got the same ip address when i powered back on, because of work I couldnt leave it off any longer.
The superhub has arrived, and I activated it at the weekend, and a new mac address gave a new ip address and I can now access the lottery site. Im very grateful for your help and the new equipment.
This wouldnt help anyone else with the problem though, although advice I would offer to them is if your router allows you to change the mac address it presents to your modem (my netgear did), that will also give you a new ip address which should then (hopefully) give you an address that the lottery doesnt reject.
Im still unsure who was at fault here, as the problem has been sidestepped rather than solved, but i am grateful for your help, and will communicate the results back to the lottery team. Overall I think its their site or the services they use that are incorrect here as I failed to find any service but theirs that said I was outside of the UK.
But thanks again and you have managed to keep a customer, as I was seriously about to change provider,
Now if only I can get a TV box that manages to receive HD channels for my HD TV (that Ive owned for over a year) rather than this Samsung box that only gives me the LO- channels ;-)
on 13-11-2012 19:08
I have also sent a response to the Lottery Help Team, as below, it will be interesting to see how they respond.
Hi National Lottery Help Team, (please escalate this to the highest level, as so far any escalations have resulted in replies which are not only incorrect, but they are almost insulting.)
on 28-11-2012 08:47
Just a follow up,
no reposnse until I chased them, them they just said Virgin will put a statement on their forums.
I guess this is it.
My advice is to just complain to both parties until you get it fixed. point to these threads and they will get it working for you.