Forum Discussion

Jtowner91's avatar
Jtowner91
Tuning in
6 months ago

Problems accessing certain games/apps while connected to VM

Since the 22nd of October, we have been having issues accessing epic games (fortnite,fallguys,rocket league) and also the eon app, and a few other websites. We have been back and forth with epic, PlayStation and virgin and noone is accepting fault. We have exhausted all options, tips and tricks. A family member (a certified technician) has run some tests and tryed to resolve our issue with no success. He believes it’s a problem at one of the data centers not an issue with the hub specifically. Please don’t comment with silly stuff like restarting, resetting, domains, child settings, dns, our technician has done every thinkable solution with no avail. We are one of many on this forum/facebook/twitter going through this exact situation. Virgin please sort this out! 

6 Replies

Sort By
    • Jtowner91's avatar
      Jtowner91
      Tuning in
      6 months ago

      Also on Chloe’s post someone reposted my Facebook post as a comment, I thought it was time I made my own post 

  • Jtowner91's avatar
    Jtowner91
    Tuning in
    6 months ago

    Still nothing, I’ve been on online chats and the phone since the 23rd when we noticed the problem, it randomly started working Saturday night and was able to play all Sunday but then by Monday nothing again 

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      6 months ago

      As a further update, please could you provide the Traceroutes so we can go back to the networks team;

      To perform a traceroute test using a Windows PC
      Click Start - All Programs - Accessories - Command Prompt
      Type 'tracert www.thegamingwebsiteinquestion.com’ (without the inverted commas)
      Press enter
      Repeat the process for all affected websites URLs

  • Haynesyboy's avatar
    Haynesyboy
    Joining in
    6 months ago

    It's actually mental, Been on the phone, WhatsApp and Facebook. Can't believe it's taking virgin this long to sort. Hayu is also not working explained to them if I use a vpn all works good same with epic games so 1 on my kids can use his computer with purevpn on and play epic. Managing to watch Hayu through firestick with pure running. This is not a hard issue to fix but they are more interested in saying try rebooting! I'm even thinking do I upgrade my armour plus due to me using a orbi mesh system and hope it works? 

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      6 months ago

      Hello all. Very sorry to hear of this issue. We've taken it away to be investigated and now have a ticket raised.

      F011560137 - this is the fault number.