Forum Discussion

katecooperuk's avatar
katecooperuk
Just joined
22 hours ago

IP address blocked

I am unable to access the following website, which I look after as a website designer: https://jumpstartsvg.com

I am able to access it if I use a VPN which leads me to believe it is an IP address issue, please could you help?

The hosting provider requested I do a traceroute and they deduced the issue was something Virgin Media, as the ISP, could fix - they said "the traceroute indicates that traffic is getting lost within Virgin Media's network at hop 5 before it reaches the server",

the traceroute results are:

1  192.168.0.1 (192.168.0.1)  6.341 ms  3.505 ms  3.542 ms

2  10.53.38.125 (10.53.38.125)  8.978 ms  12.618 ms  11.573 ms

3  80.255.193.58 (80.255.193.58)  14.284 ms  17.607 ms  11.745 ms

4  * * *

5  * * *

6  aor.uk-lon03a-ri1.network.virginmedia.net (62.254.42.174)  25.308 ms  16.499 ms  12.871 ms

7  * * *

8  * * *

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

24 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    20 hours ago

    FYI - it works just fine for me on VM - I am not using a VPN.  Might be worth a check in your VM settings whether you have "childsafe" enabled - if so turn it off and see if that works

    • katecooperuk's avatar
      katecooperuk
      Just joined
      20 hours ago

      Thanks for checking, that's very kind. I have turned off "childsafe" mode, I think it is specifically my IP address but the hosting provider is less than helpful so hoping VM might help.

      • legacy1's avatar
        legacy1
        Alessandro Volta
        19 hours ago

        Nothing VM can do unless they replace the hub, the only thing you can do is use modem mode

  • katecooperuk's avatar
    katecooperuk
    Just joined
    18 hours ago

    Thank you both for your feedback. I suspect the issue can be fixed by the hosting provider but they don't seem to know how to do that, and their support is terrible, easier for them to blame virgin media I guess

  • legacy1's avatar
    legacy1
    Alessandro Volta
    17 hours ago

    Well...I might be wrong but yes this looks like a VM routing problem and it seem any IP starting 198.  has had problems in the past.

    As I can't get to that site last hop  was

    [REMOVED]  [aor.uk-lon03a-ri1.network.virginmedia.net]

    Mod Edit 

     

    • Micha1978's avatar
      Micha1978
      Joining in
      15 hours ago

      [REMOVED]  [aor.uk-lon03a-ri1.network.virginmedia.net]

      Not sure why the mods redacted the IP address in this post as it is plainly on view in the original one on this thread. The thing is though, can you ping jumpstartsvg.com?

      • newapollo's avatar
        newapollo
        Very Insightful Person
        15 hours ago

        I have no problems accessing the site via my VM connection, however I don't have childsafe enabled.  I've also run checks on virustotal.com and blocked.org.uk with no problems shown.

         

    • katecooperuk's avatar
      katecooperuk
      Just joined
      14 hours ago

      thank you for testing and helpful to know you think it's a VM issue, hosting.com have given up although they've whitelisted my IP address

  • Nednats's avatar
    Nednats
    On our wavelength
    11 hours ago

    I’ve seen a few people confused by traceroutes, so here’s a breakdown of what each address means in this case:

    192.168.0.1 → This is just your Virgin Hub (local router). Nothing unusual here.

    10.53.38.125 → This is a private IP (10.x.x.x) used inside Virgin’s own network. It’s not your IP and it’s not Carrier-Grade NAT (CGNAT) in this case — it’s just an internal transit hop between their systems. Some ISPs hide these private hops, Virgin often doesn’t.

    80.255.193.58 → This is your public Virgin Media IPv4 address. This is the one websites see when you connect to the internet. The fact you have a public IP here confirms you are not behind CGNAT — you can still use port forwarding, VPN hosting, inbound connections etc.

    aor.uk-lon03a-ri1.network.virginmedia.net → This is a Virgin Media core router in London, part of their backbone. The naming convention (uk-lon03a-ri1) refers to the location and router identifier.

    62.254.42.174 → Another Virgin Media IP, most likely an edge/peering router where traffic leaves VM’s backbone and heads out to the wider internet.

    • cje85's avatar
      cje85
      Wise owl
      10 hours ago

      80.255.193.58 → This is your public Virgin Media IPv4 address. This is the one websites see when you connect to the internet. The fact you have a public IP here confirms you are not behind CGNAT — you can still use port forwarding, VPN hosting, inbound connections etc.

      Misinformation from ChatGPT. That's not the users public IP address. It's a CMTS at the local Virgin Media headend. You don't see your own IP address within a traceroute.

       

      • Nednats's avatar
        Nednats
        On our wavelength
        8 hours ago

        Not AI! I may have simplified this too much earlier and confused thing. The first visible hop after your modem is typically the CMTS. That’s why traceroute or similar tools often show 80.255.193.58 — it’s a public-facing IP of network infrastructure, not your personal IP. If your connection were behind CGNAT, this IP could appear as your public IP. In this case, however, your actual public IP is assigned by the CMTS to your modem, and its reachability for inbound connections depends on whether CGNAT is in use. However here there is no CGNAT. What I was trying to explain is that this represents the “customer hop”, the link from your home CPE to the ISP network. In the traceroute the OP posted, the trace reaches as far as the edge router, and there’s no evidence of the traffic leaving VM’s network.

  • ravenstar68's avatar
    ravenstar68
    Very Insightful Person
    5 hours ago

    Can you post the full traceroute including the the line that says traceroute to (Linux/Mac) or Tracing Route to (Windows)

    This is so we can confirm what the DNS lookup says from your end, as VM do have some security features that push the DNS lookup through a proxy on occasion.

    Here's mine - albeit from a BT connection - not Virgin Media

    C:\Users\timdu>tracert jumpstartsvg.com

Tracing route to jumpstartsvg.com [198.38.90.25]
over a maximum of 30 hops:

  1     2 ms     2 ms     1 ms  RAVEN [192.168.1.1]
  2    17 ms    18 ms    17 ms  172.16.19.151
  3     *        *        *     Request timed out.
  4    33 ms    33 ms    35 ms  31.55.187.180
  5    32 ms    33 ms    39 ms  194.72.31.170
  6    22 ms    33 ms    18 ms  peer7-et-0-0-5.telehouse.ukcore.bt.net [109.159.252.184]
  7    24 ms    22 ms    24 ms  lon-tel-01gw.voxility.net [195.66.226.180]
  8    20 ms    22 ms    26 ms  lon-tel-02t.voxility.net [5.254.78.94]
  9   138 ms   144 ms   143 ms  dal-eq3-02t.voxility.net [5.254.119.46]
 10   160 ms   125 ms   127 ms  dal-eq3-01c.voxility.net [5.254.119.41]
 11   128 ms   149 ms   169 ms  5.254.119.146
 12   140 ms   128 ms   134 ms  s4501.usc1.stableserver.net [198.38.90.25]

Trace complete.

    ModTeam​ Please don't edit out IP addresses in a traceroute - it doesn't help the Forum to diagnose the issue when you do this.

    katecooperuk​ have you had the hosting provider check their firewall so they can check if packets from your public IP address are being blocked?

    You can find your Public IP by visiting - https://whatismyipaddress.com/

  • Client62's avatar
    Client62
    Alessandro Volta
    38 minutes ago

    Another regional routing fault on the VM Platform ?

    We are Colchester, Essex (VM Area 31) access fails for us in Firefox & in Edge.
    VM Area 31 is vast i.e. at least Chelmsford to Diss.

    We are being returned the correct IP so this is not a VM DNS
    issue related to Child Safe or Web Safe etc.

    The Trace Route also fails after the same hop as in the first post i.e. after :
     
    aor.uk-lon03a-ri1.network.virginmedia.net [62.254.42.174]