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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  • aceandystuart's avatar
    aceandystuart
    Tuning in
    8 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
    8 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)
      8 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
        8 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
    4 months 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
      4 months ago

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

    • ChloeR2407's avatar
      ChloeR2407
      Tuning in
      4 months 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.

  • clientwork's avatar
    clientwork
    Just joined
    3 months ago

    Connection issues to specific games or websites may be caused by network problems, server downtime, or firewall restrictions. Troubleshooting includes checking the internet connection, restarting devices, or using a VPN. 

  • Blues65's avatar
    Blues65
    Tuning in
    2 months ago

    No issue with PSN.  The issue is just between VM and Rockstar.  I can play gta online but cannot connect to rockstar servers to save game progress.  Absolutely no issues at all if i use a 4g mobile hotspot. internet speed is 350mbps connection is by ethernet cable between ps5 and hitron router. less than 1m away.  Rockstar have been great with loads of suggestions but clearly the issue is not with them, my PS5, my game file or their server as I can connect easily as long as it is not through VM

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 months ago

      Have you spoken to VM Business since you haveindicated that you have a Hitron router and confirmed you have a business connection in your post <Here>?  They should be  able to advise and/or point you in the right direction to opening the necessary ports that Rockstar tier 3 support say are needed.

      Unfortunately these forums are for residential customers and the forum team don't have access to the business systems as they are two separate entities, so their help (and that of other forum users) will be very limited. 

      There should be a live messenger chat function for VM Business on the following page 

      https://www.virginmediabusiness.co.uk/help-and-advice/ 

      There's also a freephone number 0800 052 0800 or text support on 07480 639 012

      Additionally there's an online Contact Form

      https://www.virginmediabusiness.co.uk/help/s/contactus-form 

  • Manxonius's avatar
    Manxonius
    Joining in
    2 months ago

    Hi All, I am having issues connecting to epic games since yesterday. Is there any fix to this? The text showing ''Checking epic services queue..''.

    There is no issues with epic as it works on my mobile phone and it works if I connect my PC to a shared hotspot from my phone. Thanks.

     

    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 months ago

      see if it works with hub in modem mode

      • Manxonius's avatar
        Manxonius
        Joining in
        2 months ago

        Not sure how to do it, could you please explain? Youtube video I found doesn't work for 10G hub. Thanks