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akhitweet's avatar
akhitweet
Joining in
8 months ago
Solved

Website won’t load on Virgin Media

I relaunched a website I run a few days ago, and the site loads fine on cellular data plans and any other wifi service providers, except for Virgin Media.

Any customers that are trying to access the site on any device hooked up to a Virgin Media connection simply cannot access the website.

Everything seems to be fine on the domain side as it works everywhere else, but not sure what else to do.

The website is www.pure-xi.com

I’m not too tech savvy to troubleshoot this beyond some basics so any help would be great

  • 用心棒's avatar
    用心棒
    8 months ago

    AFAICS Virgin Media's Security Essentials service (i.e. Child Safe, Virus Safe) are not blocking access to the site.

    The issue here is that not all of Virgin Media's local DNS caches have been refreshed with the domain's DNS record, i.e. where users are able to access the site their local DNS has the updated DNS record.

    User who are unable to access the site will need to either:

    • wait for their local DNS cache to refresh; hopefully not for much longer
    • use an alternative DNS

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    I have no problem accessing www.pure-xi.com via a VM Hub in standard Router mode ...

    C:\Users\Philip>nslookup www.pure-xi.com
    Server: cache1.service.virginmedia.net
    Address: 194.168.4.100

    Non-authoritative answer:
    Name: shops.myshopify.com
    Addresses: 2620:127:f00f:e::
    23.227.38.74
    Aliases: www.pure-xi.com



     

    • akhitweet's avatar
      akhitweet
      Joining in
      8 months ago

      Ah that is interesting. 

      I've checked again and still not working for us here, and also for some other customers on Virgin media.

      This is the screen people are getting despite changing browsers, clearing caches, going incognito etc

       

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    For our connection we have VM "Child Safe" disabled and VM "Web Safe" disabled,
    both of these are DNS filters.

    Use nslookup as I did above with the Virgin Media DNS and make sure it is returning the correct IP for you.

    • akhitweet's avatar
      akhitweet
      Joining in
      8 months ago

      that does make it work, at least when I change it on chrome to Open DNS for example, but that doesn't resolve the issue that customers who visit the site from VM wifi's are being blocked out.

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    Do you have Child Safe or Virus Safe enabled in your VM online account.
    If yes try disabling these and see if that helps.

    • akhitweet's avatar
      akhitweet
      Joining in
      8 months ago

      I'm afraid not, can't figure it out at all. When I hotspot on my cellular data using my phone, it all works fine

       

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    8 months ago

    AFAICS Virgin Media's Security Essentials service (i.e. Child Safe, Virus Safe) are not blocking access to the site.

    The issue here is that not all of Virgin Media's local DNS caches have been refreshed with the domain's DNS record, i.e. where users are able to access the site their local DNS has the updated DNS record.

    User who are unable to access the site will need to either:

    • wait for their local DNS cache to refresh; hopefully not for much longer
    • use an alternative DNS

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

    • akhitweet's avatar
      akhitweet
      Joining in
      8 months ago

      Thank you, this seems like a reasonable explanation. It seems local VM users here in Sussex are struggling to access it, but others in London seem to be able to access it just fine. I'll monitor over the next few days and return here if there is still an issue

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    8 months ago

    Savvy users don't use (i.e. change away from) VM's DNS.  Something to do with resenting VM's spying on them and preferring someone else to do the spying - such as a good ad-blocking provider.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    8 months ago

    The web page loads for me. And here's my trace route.

    C:\>nslookup pure-xi.com 194.168.4.100
Server:  cache1.service.virginmedia.net
Address:  194.168.4.100

Non-authoritative answer:
Name:    pure-xi.com
Addresses:  2620:127:f00f:5::
          23.227.38.65
C:\>

C:\>tracert pure-xi.com

Tracing route to pure-xi.com [23.227.38.65]
over a maximum of 30 hops:

  1     3 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3     9 ms     8 ms     8 ms  haye-core-2b-ae36-650.network.virginmedia.net [80.3.178.221]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    25 ms    19 ms    18 ms  eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
  7    19 ms    19 ms    16 ms  141.101.71.40
  8     *       21 ms    19 ms  141.101.71.93
  9    18 ms    17 ms    21 ms  myshopify.com [23.227.38.65]

Trace complete.
    • Client62's avatar
      Client62
      Alessandro Volta
      8 months ago

      Still in Vienna ? The veal at the Bristol Hotel was always a glorious supper !

      • Sephiroth's avatar
        Sephiroth
        Alessandro Volta
        8 months ago
        Client62 wrote:

        Still in Vienna ? The veal at the Bristol Hotel was always a glorious supper !

        Good man.  I ate my veal schnitzel at Plachutta restaurant.  My son-in-law and grandson had this wonderful boiled beef called “Tafelspitz”.  Brits usually turn their nose up at boiled meat - but this is something else.  Btw, Vienna is big time Liberty Global, and in all the airbnbs I’ve stayed in, it’s the Hub 3.  VPN on the laptop is useful, though.

  • akhitweet's avatar
    akhitweet
    Joining in
    8 months ago

    Looks like it’s working now. As stated earlier, simply had to wait it out until VM caught up with every other provider. A bit odd, but patience paid off I guess. Appreciate the help everyone!