Cloud lost connection

[JonT2020]

Alarm system - my alarm control panel is connected to my Virgin router but not polling to a third party cloud and showing a "FULL NETWORK" message on the diagnostic menu.

They have checked all settings within the alarm control panel which have not changed since installation which was working correctly with the Virgin router previously. Since I changed my package to allow for faster speeds, they are saying that virgin have blocked "OUTBOUND PORT 25000" which is the port that Virgin must allow for the cloud to work.

I need someone from Virgin to contact me and remedy situation. I have rang twice and both times saying that I would receive a call back but no response.

[jpeg1]

I went to considerable trouble to run ethernet from the alarm panel direct to the (non VM) router, bypassing switches etc. 

Even with a solid mesh system, I want that connection to be hard wired. 

[Sephiroth]

Good point.

[Client62]

This is not a VM blocking action, the Port 25000 out going business was knowingly disingenuous.

The Alarm is not connecting to the VM Hub 3, however Hub 3 settings used with VM Pods make the Hub 3 Wi-Fi both unstable and totally incompatible for some devices.

With the Hub 3 & VM Pods...   ( keep the VM Connect app fully closed )

1) Turn OFF all the VM Pods & any other types of Wi-Fi Repeaters.

2) Hub 3 menu >>> Advanced Settings >>> Wireless >>> Wireless Signal - Disable Channel Optimization

3) Hub 3 menu >>> Advanced Settings >>> Wireless >>>  Security - Set Security to WPA2-PSK 
( i.e not WPA-PSK and not WPA-PSK / WPA2-PSK & not Disabled )

Now will the Alarm connect to the VM Hub 3's Wi-Fi ?

If not - from the Alarm Panel what are exact values ...
( please do not redact anything these are either unreachable local IPs or publicly listed DNS IPs )

SSID
IP Address
Mask
Gateway
DNS 1
DNS 2