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]

[x88smithy88x]

Problem solved 

[aceandystuart]

Do the mods look at this page ? still having the issue and no one seems to know what is going on was on , on the phone and they blame my internet speed , yet can play any other game online apart from any epic games , tried everything they suggested , even upgraded my internet ( good job i have 14 day cooling of period ) as still does not connect to epic servers ,  

[aceandystuart]

Hi is your epic games working now , as mine are not ( they said my internet speed was to slow ) i upgraded it , but still not getting into fortnite sadly ( good job i have a 14 day cooling of period (  think time to cancel my virgin internet. _ 

[aceandystuart]

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/ 

[Lisa_CC]

Hi,

If you're still experiencing issues connecting to Epic games sites, please see the above post .

[aceandystuart]

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]

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]

Thanks for reaching out to us @willows2 

Is this connection via WiFi or a wired connection?

Kind regards,
Ilyas.

[willows2]

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.

[ChloeR2407]

Hi, I know how you feel. It was 100% something to do with virgin media but they wouldn’t take any responsibility for it. Terrible customer service and I cannot wait to leave in July and never come back to Virgin. They kept saying the same things to me when there was clearly something wrong at their end. Mine just started working again randomly after about 3 weeks.