Forum Discussion

ChloeR2407's avatar
ChloeR2407
Tuning in
8 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]

50 Replies

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  • kli302's avatar
    kli302
    Settling in
    8 months ago

    I'm having the same problem, can not connect to Monster Hunter Wilds server, if I switch to my iPhone hotspot, then evertyhing works fine 

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    Just because Child Safe & Virus Safe appears to be off, does not mean that is the case.
    This aspect of the VM Account Portal has be broken for over 2 years.

    Try using an iPhone a PS4 and a PS5 with  Google DNS.

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    Has Child Safe or Virus Safe been re-activated unexpectedly on your VM A/C ?

    Try using Google DNS 8.8.8.8 and 8.8.4.4 on your computer or Console.

    • ChloeR2407's avatar
      ChloeR2407
      Tuning in
      8 months ago

      Hi, I have already done this. I have turned virus safe and child safe off and it doesn’t change anything. It is not only one console that has been affected. It’s my iPhone with some apps, my ps4, my ps5, my Nintendo switch. It is actually ridiculous now and not fair that virgin media are not taking any responsibility for this when it is clearly down to virgin media. Thanks

      • x88smithy88x's avatar
        x88smithy88x
        Joining in
        8 months ago

        Having the same problem with  fortnite been doing so many different step to try and resolve the problem.

  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    8 months ago

    Hi ChloeR2407,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm very sorry to hear of your complications when connecting to certain video games. Are these problems ongoing for you today, or have they since been resolved?

    Thanks,
     

    • ChloeR2407's avatar
      ChloeR2407
      Tuning in
      8 months ago

      Hi, no the issue is ongoing. It is not only video games that it is affecting either. All of these people commenting are having the exact same issues. As soon as I go on to my mobile network, everything starts working fine, as soon as I take my devices to someone else’s house and connect to their internet.. everything is working fine. It’s so frustrating that when I call virgin media, they are pretending that it is an issue with just me and no one else. Look how many other people have actually commented on this post.. it needs fixing or we should be allowed to leave virgin media for free without paying a ridiculous fee. I cant believe I have actually got to go around in circles to be told the exact same thing each time. It is getting beyond a joke now. 

      All of my settings are correct.. it’s an issue and something to do with virgin media! Not me.

    • ceffet's avatar
      ceffet
      Joining in
      8 months ago

      Day 3 of no epic games: Been back and forth on the phones to epic and virgin media… Cannot play fortnite, rocket league or fall guys (Roblox and other online games work) Fortnite error: checking epic services queue Rocket league: cannot connect to servers Fall guys error: 200_012 Epic are no help I’ve followed all steps and they said the errors don’t exist on their side and my account looks fine. Please we have tried rebooting, deleting and reinstalling, licenses, time and date, internet settings, parental settings ect, nothing has changed but we cannot access any epic games since 22nd of October

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

        Hi ChloeR2407 

        We can confirm there are no known issues. You've said you've raised this direct with the manufacturer, what did they advise please?