Ongoing IP Blacklist Issue Affecting Internet Use – Urgent Assistance Needed

[julieparnell]

I have been a loyal Virgin Media customer for 12 years, but I am currently facing an issue that severely impacts my ability to use the internet. Despite raising two formal complaints (C-201124714 and C-021224726), I have received no resolution to this matter.

Over the past couple of weeks, I have repeatedly encountered Google security prompts and have been unable to access many websites. Upon further investigation, it appears that the IP address assigned to me is linked to a network that is blocked or blacklisted.

The specific IP in question is [REMOVED], which belongs to the 82.16.0.0/14 network under ASN 5089 (NTL, GB). Reports confirm the network has been listed at UCEPROTECT-Level 2 due to excessive abuse from other users within this range.

I understand that my specific IP has not been directly involved in any abusive activity. However, as part of this “bad neighborhood,” I am unfairly impacted. I am paying for a service that I cannot fully utilize due to Virgin Media’s apparent lack of action to address abuse originating from its network.

Supporting Information:

• IP Lookup Reports confirm the Level 2 blacklist status due to ongoing abuse on the wider network range.
• My IP is not listed on other major blacklists, including Spamhaus, Spamcop, and Barracuda.

The detailed findings can be provided, but here are the key points:

• My IP: [REMOVED]
• Network: 82.16.0.0/14 (listed at UCEPROTECT-Level 2)
• No Level 1 issues with my IP, indicating that the problem stems from other IPs within the same network.

Next Steps:

I kindly request Virgin Media’s urgent assistance to address this issue:

1. Investigate and resolve the abuse issues leading to the network blacklist.
2. Provide a clear timeline or alternative solution to ensure my service is restored to full functionality.

This situation is frustrating, as I rely on my internet service for daily use, and I believe it is Virgin Media’s responsibility to ensure that its network is maintained to prevent such issues.

If no resolution is offered soon, I may need to reconsider my options as a customer. I look forward to Virgin Media’s support in fixing this problem promptly.

Thank you.

[MOD EDIT: Personal information has been removed from this post.]

[Eils82]

You can call up and request a static ip change or use a vpn ..not ideal I know …

[Adduxi]

No you can’t as VM don’t use static IP addresses.  They are DHCP. 
The OP could try modem mode and see if this works as a test. 

[Client62]

"I have repeatedly encountered Google security prompts"

Products that mask your real Public IP can trigger this, e.g. VPNs / Proxies / Private Browsing do trigger this, as can use of a Private DNS on an Android device. Some of these types of tools are not always obvious such as Apple Relay and the complex computer security packages routing your internet data via cloud servers for content and malware interception.

[Ryan_D]

Hello, @julieparnell.

We do not have static ip addresses. However, If you put your modem in modem mode

1. Navigate to 192.168.0.1
2. Log in to the Hub
3. Go to 'Modem mode' (on the left) and put the hub into modem mode
4. Wait until the bottom light on the Hub turns magenta / red (HUB 3) (can take about 5 minutes)
5. Turn off the Hub
6. Power on and set up your new router as per the manufacturers instructions
7. Plug an ethernet cable (usually supplied with the new router) from port 1 on the Hub into the WAN (usually blue) socket on the new Router
8. Power on the Hub and wait about 5-10 minutes until it stabilizes

Please NOTE The IP address for a Virgin Media modem in modem-only mode is 192.168.100.1 This is different from the IP address used to access the Hub when it's not in modem-only mode, which is 192.168.0.1.

You can try this and report back to me, the only other thing you'll be able to do is contact virgin media and just continue to chase them, this is one of the first occasions I've came across something like this.

Thanks.

[Adduxi]

The OP doesn't need another Router to test in modem mode.  He can just plug his device into the Hub to test.  If this resolves everything, then it looks like the problem is with the WAN IP when the Hub is in Router mode.