Connection issues to specific games / websites

[ChloeR2407]

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]

[Hosay299]

Log a formal complaint follow this process 

[ChloeR2407]

It hasn’t been fixed yet.

[Hosay299]

Yes so if need to riase the issue higher up then as i said before to do or email the ceo team. as some things need a push 

[John_GS]

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?

[Jtowner91]

You say there are no known issues… yet we are all experiencing issues due to virgin media… our private technician even came and had a look and told us it’s a error at one of your data centers.. whatever you done on the 22nd please double check and resolve this please!

[ChloeR2407]

I can confirm it is not just on one device. The same thing is happening on 8 different devices in my house, all only when connected to Virgin Media, as you can see it is not only me that is having these issues. I wish Virgin Media would stop saying the same things, it is getting quite annoying now. It is a clear issue that is coming from Virgin Media, not from my devices. It is ridiculous, either let me leave and go to a different provider for free or sort the issue out.

[kli302]

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 

[ModTeam]

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

[x88smithy88x]

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

[aceandystuart]

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.
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30 * * * Request timed out.