Advanced Network Error Search (ANES) opt out - resolved

[ModTeam]

We are aware some customers are unable to opt out of the Advanced Network Error Search (ANES) using the online option.

We are currently working to resolve this issue but in the meantime you can either contact Web Chat or call the our technical support team on 150 from a Virgin landline or alternatively 0345 454 1111.

If you'd prefer us to get this done for you please pop a post on this thread and one of the mod team will contact you as soon as we can.

This issue should now be resolved.

Please opt out using your home connection on this website https://my.virginmedia.com/advancederrorsearch/ and if you have any problems please let us know.

[paul_83uk]

I am unable to access most of my work related sites from home. The ANES system falsely triggers when the work system tries to log me in. Stopping me from working from home! I see numerous posts on here of other people having the same issues with VPN and logging in. Please Virgin sort this out! it's clearly triggering on all 40* header responses but a 403 is a valid unauthorized response.

The links on the ANES page are completely broken:

https://my.virginmedia.com/advancederrorsearch/

To turn this off seems impossible! Your instructions say to call:

https://help.virginmedia.com/system/templates/selfservice/vm/help/customer/locale/en-GB/portal/20030...

but when you call you can't get through to tech support and start up/setup call center have no idea what I'm talking about and want me to reset my router! 

The ANES is clearly not working correctly. It should NOT be turned on by default. it Should be a setting we can control from our router. The service is just not good enough. I need to be able to reliably work from home, which I currently can't.

Can a staff member please turn this off for me ASAP. (it's the tick box in the Service Details block in the HSD service entry in CDFE.)

Thank you,

Paul West

[LupoUK]

Hi, I am an occasional homeworker and am experiencing issues using my company's VPN, likely due to the 'Advanced Network Error Search' service (at least thats what my employer's networking experts say and recommend to get this switched off by Virgin).

Can someone from Virgin please help by switching this service off for me?

I called Virgin Support and first tier support did not understand the issue and - after keeping me waiting for 15 min they - put me through to a second tier support service.  They said they would charge me for doing this!!  When I questioned this they simply hung up on me...

Could you please help?  Many Thanks in advance for your time!!

Cheers,

Lutz

[deedw]

The link to disable Advanced network error search goes to an "Oops, something's broken" page.

Please can you turn this off for my account?

Thank you

David

[ralphmolina]

---

@ravenstar68 wrote:

Depending on the setings these can redirect VALID DNS lookups to a proxy on the websafe platform, which will then go on to either connect the user to the original site via the proxy or instead serve an error page stating that the site has been blocked.

The problem is that these can and have caused issues for users of certain applications.

FTP
Mail servers
Because the proxy doesn't listen on those ports Websafe in effect ends up blocking traffic to those applications when it intercepts the DNS lookups.

Specialist software that detects the improper IP address (seen in a piece of rowing machine software, which reset the TCP connection when this happened).

So while Websafe was implemented with the best of intentions, it's use is more likely to break the internet than ANES IMHO.  However I run with ANES and Websafe turned off.

Tim

Note:  It seems that modern browsers can do their own version of ANES depending on the URL entered in the address bar.  For example if I deliberately misspell my domain name and simply enter www.timothyduttton.co.uk into the address bar in IE11 and Microsoft Edge, I end up on a Bing search page.  Although entering http://www.timothyduttton.co.uk does give me the error I am expecting.

 You explained  the issue in quite detail. Did it got sorted out or not? I am having the same problem as well.

[MiY4MOTO]

Hi,

I work from home and do a lot of DNS set-ups on sites and access VPNs and I keep finding that I'm falsely triggering the ANES regularly.

I try to opt-out but just get the "oops something is broken" page, can someone disable this on my account please?

Thanks

[BenG1]

Hi,

I've sent you messages in private as you requested but i've not been answered. I also strangely received messages from your support asking not to contact you via PM so you really need to sync your instructions. 

Can you please turn off my 'Advanced Network Error Search'?

Thank you, 

Ben

[DChamberlin]

 Hi.  Please switch off this irritating feature for me.

DC

[DChamberlin]

 Hi.  Please switch off this irritating feature for me.

DC

[ravenstar68]

@ModTeam - Can someone please confirm that you are responding to these requests?

Tim

[ModTeam]

Hi @ravenstar68

Yes we are picking these requests up and responding via PM.

Cheers,

Ty