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Re: On-going Complaint - IP different location

Dialled in

I am having the same issue. I discovered last night that my assigned IP address had changed, and indicates that this IP address is associated with Liverpool.

When I run Speedtests, it chooses servers around Liverpool, rather than the London based ones I used to get.

It seems my packets are being routed through a gateway in Liverpool, as I get better latency pings when I select servers there, rather than servers that are local to me.

I believe this is causing increased lag in online games.  Websites looking up my location based on IP address believe I am in Liverpool, not Farnborough, Hampshire.

Everything was fine a week ago, but it's changed for the worse, and I dread having to go through many hours of useless "technical help" on the customer support line.

I've tried resetting the Hub 3, etc.


Dialled in

I recently ran a speedtest, and noticed it was connecting to a Virgin Media server in Manchester.  I thought this was odd, as I usually connect to a London server when I run these tests (I live in the South-East - Hampshire).

I logged into my Hub 5, and I can see that my IP Address changed recently, and indeed when I look this IP Address up, it suggests the location is in Liverpool.

This seems to be affecting the speedtest, in that I get better response when I select a server in the North, instead of a server closer to me in the South.

Has something gone wrong?  Why did my IP address change, and why does it think I am the other end of the country?

Alessandro Volta

Out of interest, what does a TRACERT on your IP address reveal?  It would shed light on the matter.  Good luck if you expect a worthy explanation from the Forum Team!

Seph - ( DEFROCKED - My advice is at your risk)

Fibre optic

What are the first 3 numbers in your new IP address, Phil? 

What are the first three numbers in your new address, Phil? 

Dialled in


Default gateway =

Start: 2024-05-11T02:57:52+0500
HOST:                                                        Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- ???                                                                   100.0     3    0.0   0.0   0.0   0.0   0.0
  2.|--                                                            0.0%     3    0.6   0.7   0.6   0.8   0.1
  3.|--                                                        0.0%     3    1.1   1.2   1.1   1.3   0.1
  4.|--                                                        0.0%     3    0.6   0.6   0.5   0.7   0.1
  5.|--                                                         0.0%     3    1.0   1.1   1.0   1.2   0.1
  6.|--                                                         0.0%     3    0.7   0.8   0.7   0.8   0.0
  7.|-- (                 0.0%     3    0.8   0.9   0.8   1.0   0.1
  8.|-- ???                                                                   100.0     3    0.0   0.0   0.0   0.0   0.0
  9.|-- (               33.3%     3   76.8  76.8  76.8  76.8   0.0
 10.|--                                                          0.0%     3   77.1  77.3  77.1  77.7   0.3
 11.|-- ???                                                                   100.0     3    0.0   0.0   0.0   0.0   0.0
 12.|-- (             0.0%     3   78.8  79.0  78.8  79.3   0.3
 13.|-- ???                                                                   100.0     3    0.0   0.0   0.0   0.0   0.0
 14.|-- (82.4.125.n)    0.0%     3   97.1  95.5  91.7  97.7   3.3

"farn" i assume is for Farnborough.  "glfd" = Guildford.  So that seems good.  But IPToLocation still reports Liverpool.

Fibre optic

Yes, the routing is correct. Your vibe that things are less responsive is likely a nocebo having seen your IP change. A traceroute outbound would be good for sanity's sake. Your geolocation should update over time - it's not something VM are directly responsible for, they've done their bit.


IP Address changed a couple of weeks ago, and it's been reporting incorrect address since then.  How long should I wait before complaining?

Yesterday when I used a SpeedTest website, it was reporting better pings and lower jitter for servers based around Liverpool, instead of servers located closer to my physical location.  I assumed this to be because traffic was routed to the gateway, located in Liverpool.

Hey @HergestPhil Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues you are having with the IP location. 😢
May I ask if you changed your IP address or was it changed for you?

The location is in reference to the are reference and does not affect the testing of the services itself.
It is also to protect your private information and maintain your locality so that this is not given out.

Kind regards,

Forum Team

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