Forum Discussion

ChloeR2407's avatar
ChloeR2407
Tuning in
5 months ago

Connection issues to specific games / websites

Hi,

I have been having issues with virgin media connecting to specific games / websites for the last 3 days. I have attempted to contact virgin media on multiple occasions regarding this but they just keep saying it’s not from their end. This is very frustrating as it clearly is.

I cannot access any Epic Games / Fortnite on my PlayStations (2 different consoles) or on my Nintendo Switch. I cannot access Ubisoft website on my phone when connected to the VM WIFI.

I initially contacted Epic Games and PlayStation which helped me troubleshoot the devices.

I then connected the devices to my phone hotspot and they work fine? I took my console to my dad’s house and connected to his wifi and the games / website work fine again.

I connect it again with my wifi and it doesn’t work.

I have tried the following:

1) resetting the hub

2) clicking the reset button on the hub for 20 seconds

3) connecting one of my consoles via the Ethernet cable

4) my internet connection speed is fine

5) Parental controls: off

I have found another person online with the exact same issue which is on Virgin Media. Why should we be liable to pay a £25 fee for an engineer to come out when it is clearly an issue with VM?

Why can’t VM take responsibility of this issue when it is clearly an issue on their end?

 

 

[MOD EDIT: Please see this post as we need more information]

  • aceandystuart's avatar
    aceandystuart
    Tuning in
    5 months ago

    Meant to post yesterday Fortnite is now running okay , and all other epic games ( seems to be fixed ) at last took a bit of time though.

  • willows2's avatar
    willows2
    Tuning in
    5 months ago

    Epic games use AWS servers. I have been having issues with aws game servers for ages now, but with electronics arts, not epic games.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      5 months ago

      Thanks for reaching out to us willows2 

      Is this connection via WiFi or a wired connection?

      Kind regards,
      Ilyas.

      • willows2's avatar
        willows2
        Tuning in
        5 months ago

        wired.

        I tried different ethernet cables too.

        I am pretty sure I turned off web safe and parental controls, if not please turn them OFF off my account please.

        I had a hub 5 replacement if its not linked to my account then DM me i'll send you the mac address of it.

  • Epnsilva's avatar
    Epnsilva
    Joining in
    31 days ago

    It’s a joke

    Since last night I have exactly the same problem.

    Games that always worked perfectly fine now don’t even start or have almost 1m lagging.

    In my neighbours house it works, using my data it works.

    I have rebooted have done everything and clearly Virgin is just blocking/filtering some IPs.

    This is totally unacceptable, is this how virgin want to keep costumers?

    The only way around it in laptops, mobiles and tablets is to run a VPN to overcome the problem.

    I hope Virgin solves this issue very quick otherwise they will be loosing one client.

     

    thanks

    • legacy1's avatar
      legacy1
      Alessandro Volta
      31 days ago

      They don't mind and its to do with there DNS which you can change on your device not hub 

      • Epnsilva's avatar
        Epnsilva
        Joining in
        30 days ago

        Hello

         

        could you please elaborate more.

        thanks

    • ChloeR2407's avatar
      ChloeR2407
      Tuning in
      31 days ago

      It’s super annoying isn't it! And every time you ring them they just pretend they have no idea what you are speaking about. The amount of time I spent speaking with Virgin Media is unbelievable. I am positive they have lost me as a customer as soon as my contract ends in July! The most they could offer me was a one off £10 payment… which believe it or not I am still waiting for 4 months later :)

      Terrible service.


      On a positive note though, the issue did eventually resolve itself after about 2 weeks and is still going strong now so I hope yours does the same.