Forum Discussion

emccartney's avatar
emccartney
Tuning in
7 months 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

Replies have been turned off for this discussion
  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    7 months ago
    C:\>tracert speedtest.net

Tracing route to speedtest.net [151.101.130.219]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3     9 ms    11 ms     7 ms  80.255.195.134
  4     *        *        *     Request timed out.
  5    14 ms    14 ms    12 ms  tcl5-ic-7-ae0-0.network.virginmedia.net [213.105.11.198]
  6    14 ms    11 ms    11 ms  157.52.127.10
  7    18 ms    15 ms    13 ms  151.101.130.219

Trace complete.

C:\>tracert x.com

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

  1     2 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    10 ms     8 ms     8 ms  80.255.195.134
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    19 ms    17 ms    18 ms  eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
  7    69 ms    15 ms    20 ms  141.101.71.40
  8    17 ms    14 ms    14 ms  141.101.71.135
  9    15 ms    16 ms    17 ms  172.66.0.227

Trace complete.

C:\>tracert messenger.com

Tracing route to messenger.com [157.240.214.1]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3     9 ms    10 ms     9 ms  80.255.195.134
  4     *        *        *     Request timed out.
  5    12 ms    14 ms    11 ms  eislou2-ic-1-ae3-0.network.virginmedia.net [62.254.85.145]
  6    14 ms    14 ms    14 ms  ae4.pr02.lhr7.tfbnw.net [157.240.66.192]
  7    13 ms    16 ms    13 ms  po186.asw02.lhr3.tfbnw.net [129.134.104.118]
  8    11 ms    11 ms    11 ms  psw03.lhr8.tfbnw.net [129.134.57.127]
  9    17 ms    18 ms    18 ms  msw1ab.02.lhr8.tfbnw.net [129.134.91.219]
 10    13 ms    14 ms    14 ms  edge-star-shv-02-lhr8.facebook.com [157.240.214.1]

Trace complete.

     

  • emccartney's avatar
    emccartney
    Tuning in
    7 months ago

    I'm in the Glasgow Area - G74/G75. I think there was a 3rd person earlier in this thread having the same problems as well.

    • betamax_bandit's avatar
      betamax_bandit
      On our wavelength
      7 months ago

      Im in North Lanarkshire and also having same issue. There is an issue number now opened under F011871976 which hopefully means they are aware and looking at it. Fix by 6.06 om (which is oddly specific lol)

      • emccartney's avatar
        emccartney
        Tuning in
        7 months ago

        I'd love to know how you can get proper issues opened! I've been trying all day to get something like that.

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    I see a new poster has joined with a perhaps a similar issue.

    emccartney   and avi68  share your general locality ( Town or City + County )
    will be close enough to see if you are in a similar vicinity.  

    For us in  Colchester, Essex and do not appear to be affected.

      • avi68's avatar
        avi68
        Superfast
        7 months ago

        I should add, mine seems to have fixed itself

  • betamax_bandit's avatar
    betamax_bandit
    On our wavelength
    7 months ago

    Just to add, im having the exact same issues and I note that on the service status dashboard it lists intermittent signal issues(?) Ive tried everything but certain sites just wont load.

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    speedtest.net  x.com  messenger.com   are all working for us in a web browser.

    Note how both your and our tracert get to the facebook servers but for us the connection works



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

      1     2 ms     1 ms     2 ms  192.168.0.1
      2     *        *        *     Request timed out.
      3    14 ms    14 ms    12 ms  80.255.193.200
      4     *        *        *     Request timed out.
      5    20 ms    19 ms    18 ms  eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
      6    19 ms    22 ms    18 ms  157.52.127.6
      7    18 ms    18 ms    17 ms  151.101.2.219

    Trace complete.

    Tracing route to x.com [162.159.140.229]
    over a maximum of 30 hops:

      1     1 ms     1 ms     1 ms  192.168.0.1
      2     *        *        *     Request timed out.
      3    14 ms    13 ms    12 ms  80.255.193.200
      4     *        *        *     Request timed out.
      5    21 ms    19 ms    17 ms  eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
      6    20 ms    20 ms    19 ms  141.101.71.40
      7    20 ms    19 ms    20 ms  141.101.71.135
      8    23 ms    20 ms    18 ms  162.159.140.229

    Trace complete.

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

      1     2 ms     1 ms     1 ms  192.168.0.1
      2     *        *        *     Request timed out.
      3    14 ms    14 ms    15 ms  80.255.193.200
      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    17 ms    17 ms    17 ms  ae17.pr02.man1.tfbnw.net [157.240.79.158]
      8    18 ms    16 ms    17 ms  po204.asw01.man2.tfbnw.net [157.240.107.68]
      9    16 ms    17 ms    17 ms  psw04.man2.tfbnw.net [129.134.90.86]
     10    21 ms    17 ms    20 ms  msw1ap.01.man2.tfbnw.net [129.134.87.94]
     11    17 ms    17 ms    14 ms  edge-star-shv-01-man2.facebook.com [157.240.225.5]

    Trace complete.





    • emccartney's avatar
      emccartney
      Tuning in
      7 months ago

      When I try and load these in any browser it spins for ages then says "Connection Timed out - Server is taking too long to respond".

      Windows 10 - Firefox, Edge (Chromium)
      Android 15 - Chrome, Firefox
      Apple Mac 15.5 Sequoia - Safari, Firefox

  • avi68's avatar
    avi68
    Superfast
    7 months 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.

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months 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
      7 months 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.





  • emccartney's avatar
    emccartney
    Tuning in
    7 months 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
    7 months 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
    7 months 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.