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ChloeR2407's avatar
ChloeR2407
Tuning in
2 years 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]

52 Replies

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  • ModTeam's avatar
    ModTeam
    Moderator
    2 years ago

    We're sorry to hear that some of you are experiencing connection issues whilst playing games. Please provide the following for us so we can ask our backend support team to investigate:

    Website(s)/ Game server(s) :

    Game(s) in question :

    Device(s):

    Date/Time affected:

    Your geographic location (please don't post full address): 

    Traceroute to problem servers whilst using VM broadband (blank out personal IP address):

     

    Thanks

     

    ModTeam

     

    • toni311's avatar
      toni311
      Joining in
      7 months ago

      I am also having the same issue and after multiple diagnostics the upload latency is my issue which is 177ms and it should be between 20 and 50 , this is causing me no end of problems with all my devices,  my daughter's phone cannot even play mobile games without disconnection issues 

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        7 months ago

        Sorry to hear of the issues experienced toni311, and a very warm welcome to our Community Forums!

        Can you please confirm if the manufacturer of the games where this issue is experienced fall under the same organisation?

        Has this been raised to the manufacturer at all?

        Thanks

        David_Bn

    • aceandystuart's avatar
      aceandystuart
      Tuning in
      12 months ago

      Website(s)/ Game server(s) affected  all epic games Fortnite , Rocket league and Fall guys ( might be others ) but only play these ones.           my devise is a ps4     Date/Time affected: 22nd November no idea of the time . my location is UK.   

      Tracing route to fortnite.com [52.201.12.85]
      over a maximum of 30 hops:

      1 1 ms 1 ms 1 ms  ( I deleted ip address ) 
      2 * * * Request timed out.
      3 12 ms 14 ms 9 ms belf-core-2b-ae10-650.network.virginmedia.net [213.105.206.5]
      4 * * * Request timed out.
      5 24 ms 24 ms 22 ms 86.85-254-62.static.virginmediabusiness.co.uk [62.254.85.86]
      6 * * * Request timed out.
      7 98 ms 93 ms 93 ms us-nyc01b-rd2-ae-9-0.aorta.net [84.116.140.170]
      8 107 ms 107 ms 107 ms us-was03a-ri1-ae-10-0.aorta.net [84.116.130.174]
      9 106 ms 107 ms 118 ms 99.83.115.234
      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.

      • aceandystuart's avatar
        aceandystuart
        Tuning in
        12 months ago

        Made a mistake date and time affected should be 22nd of October ( no idea of time )  I have been saying 22nd of November on phone and X a lot , ( SURPRISED NO PERSON PICKED UP ON THE DATE ) since November 22nd is not here yet . Even on the phone to tech department the date was not questioned/ 

  • kli302's avatar
    kli302
    Settling in
    2 years 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
    2 years 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
    2 years 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
      2 years 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
        12 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)
    2 years 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
      2 years 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.

      • Hosay299's avatar
        Hosay299
        Fibre optic
        2 years ago

        Log a formal complaint follow this process 

    • ceffet's avatar
      ceffet
      Joining in
      2 years 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
        2 years 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?