Forum Discussion

emccartney's avatar
emccartney
Tuning in
10 days ago

Routing Problems

Since about 9:30am this morning I've been unable to access certain websites. Google, MSFT Services and others work fine, but things like Facebook/Messenger, most news sites, speedtest.net do not load.

This impacts all devices in my home - PCs, Laptops, Phones & Tablets regardless of if they are connected via WiFi or via Ethernet. The websites load fine on phones & tablets when using a mobile data connection.

I've tried to contact Virgin support via the status page but I was told there is nothing wrong with my connection. Yet I still can't access certain websites. How might I go about reporting routing problems and getting them addressed? (I've also reposted this thread as my original report appears to have been deleted??)

Broadband
Connection
Routing Issue

23 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    10 days ago

    As a test, try setting one device to use manual DNS for Cloudflare, for example.  The DNS Servers are 1.1.1.1. and  1.0.0.1

  • emccartney's avatar
    emccartney
    Tuning in
    10 days ago

    My VirginMedia account is now stating there is a problem in my area (G74/75) and should be addressed by 6pm tonight. Fingers crossed its this routing problem.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    10 days ago

    Power off the hub, wait a minute and power on to clear the DNS cache and force the hub to re-establish its connection and DNS settings. If no joy and and a DNS change makes no difference then there could be some issue in VM's routing which affects some IP address blocks.

  • emccartney's avatar
    emccartney
    Tuning in
    10 days ago

    It's 100% a routing problem. I've rebooted router a few times, flushed DNS cache etc. It's not a DNS problem as nslookup etc know where to talk to they just can't talk to it.

  • Client62's avatar
    Client62
    Alessandro Volta
    10 days ago

    DNS issues would be VM DNS fails to return an IP or the IP differs to a public DNS & this can be checked via name server lookup.

    When VM Routing issues are affecting your locality this may be seen in a trace route to one of the affected nodes.  The trace route may be seen to timeout quite early at a VM hop and then to fail for all later hops, perhaps never reaching the destination.

  • emccartney's avatar
    emccartney
    Tuning in
    10 days ago

    Tracert was provided in my original forum post but it was removed. I hesitate to include them again in fear this thread will also be removed.

  • Client62's avatar
    Client62
    Alessandro Volta
    10 days ago

    I have posted plenty of tracert in this forum.  Try posting it as the text copy pasted, if it is a screen shot it has to go through an image vetting process that can take hours to occur.  

    Just make sure it does not contain your own VM Public IP or any personal info.

    Share a host if you like and I will try a tracert too from our VM connection in Colchester.

    • emccartney's avatar
      emccartney
      Tuning in
      10 days ago

      Ok - here's a site that works, like google.com.

      Tracing route to google.com [172.217.169.14]
      over a maximum of 30 hops:

        1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.50.1]
        2     9 ms    11 ms     9 ms  X.X.X.X
        3    11 ms    11 ms    12 ms  Y.Y.Y.Y
        4     *        *        *     Request timed out.
        5    40 ms     *       93 ms  tele-ic-9-ae0-0.network.virginmedia.net [62.253.175.22]
        6    37 ms    38 ms    39 ms  126-14-250-212.static.virginm.net [212.250.14.126]
        7     *        *        *     Request timed out.
        8     *        *        *     Request timed out.
        9    20 ms    20 ms    17 ms  lhr25s26-in-f14.1e100.net [172.217.169.14]

      Here's a couple of sites that don't work:

      Tracing route to speedtest.net [151.101.2.219]
      over a maximum of 30 hops:

        1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.50.1]
        2    10 ms    10 ms     8 ms  X.X.X.X
        3     9 ms    48 ms     9 ms  Y.Y.Y.Y
        4     *        *        *     Request timed out.
        5     *        *        *     Request timed out.
        6    20 ms    27 ms    22 ms  tcl5-ic-7-ae0-0.network.virginmedia.net [213.105.11.198]
        7     *        *        *     Request timed out.
        8     *        *        *     Request timed out.
        9     *        *        *     Request timed out.
       10     *        *        *     Request timed out.
       11     *        *        *     Request timed out.
       12     *        *        *     Request timed out.
       13     *        *        *     Request timed out.
       14     *        *        *     Request timed out.
       15     *        *        *     Request timed out.
       16     *        *        *     Request timed out.
       17     *        *        *     Request timed out.
       18     *        *        *     Request timed out.
       19     *        *        *     Request timed out.
       20     *        *        *     Request timed out.
       21     *        *        *     Request timed out.
       22     *        *        *     Request timed out.
       23     *        *        *     Request timed out.
       24     *        *        *     Request timed out.
       25     *        *        *     Request timed out.
       26     *        *        *     Request timed out.
       27     *        *        *     Request timed out.
       28     *        *        *     Request timed out.
       29     *        *        *     Request timed out.
       30     *        *        *     Request timed out.

      And Twitter/X:

      Tracing route to x.com [172.66.0.227]
      over a maximum of 30 hops:

        1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.50.1]
        2    11 ms    10 ms     7 ms  X.X.X.X
        3    12 ms    10 ms     8 ms  Y.Y.Y.Y
        4     *        *        *     Request timed out.
        5     *        *        *     Request timed out.
        6    16 ms    23 ms    14 ms  tcma-ic-2-ae9-0.network.virginmedia.net [62.253.174.178]
        7     *        *        *     Request timed out.
        8     *        *        *     Request timed out.
        9     *        *        *     Request timed out.
       10     *        *        *     Request timed out.
       11     *        *        *     Request timed out.
       12     *        *        *     Request timed out.
       13     *        *        *     Request timed out.
       14     *        *        *     Request timed out.
       15     *        *        *     Request timed out.
       16     *        *        *     Request timed out.
       17     *        *        *     Request timed out.
       18     *        *        *     Request timed out.
       19     *        *        *     Request timed out.
       20     *        *        *     Request timed out.
       21     *        *        *     Request timed out.
       22     *        *        *     Request timed out.
       23     *        *        *     Request timed out.
       24     *        *        *     Request timed out.
       25     *        *        *     Request timed out.
       26     *        *        *     Request timed out.
       27     *        *        *     Request timed out.
       28     *        *        *     Request timed out.
       29     *        *        *     Request timed out.
       30     *        *        *     Request timed out.

      Messenger.com:


      Tracing route to messenger.com [157.240.225.5]
      over a maximum of 30 hops:

        1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.50.1]
        2     9 ms     9 ms     9 ms  X.X.X.X
        3     9 ms    11 ms     9 ms  Y.Y.Y.Y
        4     *        *        *     Request timed out.
        5     *        *        *     Request timed out.
        6    17 ms    17 ms    15 ms  tcma-ic-2-ae9-0.network.virginmedia.net [62.253.174.178]
        7    15 ms    15 ms    14 ms  ae17.pr02.man1.tfbnw.net [157.240.79.158]
        8    15 ms    15 ms    15 ms  po204.asw04.man2.tfbnw.net [157.240.107.80]
        9    16 ms    17 ms    16 ms  psw04.man2.tfbnw.net [129.134.90.86]
       10     *        *        *     Request timed out.
       11     *        *        *     Request timed out.
       12     *        *        *     Request timed out.
       13     *        *        *     Request timed out.
       14     *        *        *     Request timed out.
       15     *        *        *     Request timed out.
       16     *        *        *     Request timed out.
       17     *        *        *     Request timed out.
       18     *        *        *     Request timed out.
       19     *        *        *     Request timed out.
       20     *        *        *     Request timed out.
       21     *        *        *     Request timed out.
       22     *        *        *     Request timed out.
       23     *        *        *     Request timed out.
       24     *        *        *     Request timed out.
       25     *        *        *     Request timed out.
       26     *        *        *     Request timed out.
       27     *        *        *     Request timed out.
       28     *        *        *     Request timed out.
       29     *        *        *     Request timed out.
       30     *        *        *     Request timed out.





  • avi68's avatar
    avi68
    Superfast
    10 days ago

    I had an issue where I got kicked off my work VPN late morning/early afternoon. After that I could not log in at all. I thought the issue was with virgin but I have my home network setup differently (I use a VPN on my home network and then connect to my work VPN).  Looks like there was a routing issue with my VPN provider as when I tried over virgin media's network (without my own VPN) I managed to connect. Also I dont use virgin media DNS servers.