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Turn off Advanced network error search.

edent
Superfast

When I go to https://my.virginmedia.com/advancederrorsearch/ It tells me it is already switched off. But when I try to visit a non-existant page, you hijack my session.

Screenshot_2020-11-19 Advanced Network Error Search.png

 As you can see, the "no" radio button is selected. I've tried switching it to yes, then switching it to no. But it doesn't make a difference. When I try to browse to a non-existent page, you hijack my session.

Screenshot_2020-11-19 Virgin Media - Unable to find sfadsadfasdasda com .png

 

I do not require this service from you. Please tell me how I can permanently opt-out of it. This only started happening today.

1 ACCEPTED SOLUTION

Accepted Solutions

Final update! It's fixed! It took several months of messages with the support team. I raised a complaint with CISAS. And I contacted their data protection team.

Eventually, they found an obscure setting on their side which they were able to activate. So, Advanced Network Error Search *can* be turned off.

Full write up on my blog https://shkspr.mobi/blog/2021/03/advanced-network-error-search-how-to-turn-off-virgins-least-helpful...

See where this Helpful Answer was posted

8 REPLIES 8

spgray
Problem sorter
common problem where it says it's off but isn't.

two options

1) pester virgin support for days/months until someone understands the issue and gets their backend tech team to manually disable it on your account.

2) put the hub into modem mode and use your own router, which will allow you to set your own DNS server bypassing virgin completely.

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My Broadband Ping - spgray

Martin_N
Forum Team
Forum Team

Hi edent,

 

Thank you for your post. I'm very sorry to hear about the issue you're having with Advance search. 

 

I do wish to help with this. I will private message you so I look to assist with this. 

 

^Martin

Despite me providing all the details via private message, I've not had a resolution to this issue.

This has now been raised as complaint C-071220531.

paulbaker85
On our wavelength

Hi Edent

I still have no resolution to the same issue, on the other thread:
https://community.virginmedia.com/t5/Networking-and-WiFi/Cannot-disable-Advanced-Network-Error-Searc...

If you do get anywhere, please let me know.
Of course I'll do the same.

Regards

Will do. Sadly Virgin have stopped replying to my DMs.

edent
Superfast

UPDATE! After several months of investigating my complaint, Virgin have said that they cannot turn off Advanced Network Error Search.

They offered to terminate my contract with no penalties. Instead, I asked them for a Deadlock Letter - which they are providing - and I'll be informing the Dispute Resolution Service - https://www.cedr.com/consumer/cisas/

I'll keep this updated as the case goes on. If anyone has managed to get Virgin to fix their DNS opt-out, please let me know.

Final update! It's fixed! It took several months of messages with the support team. I raised a complaint with CISAS. And I contacted their data protection team.

Eventually, they found an obscure setting on their side which they were able to activate. So, Advanced Network Error Search *can* be turned off.

Full write up on my blog https://shkspr.mobi/blog/2021/03/advanced-network-error-search-how-to-turn-off-virgins-least-helpful...

Wow you got £300 compensation without showing any quantifiable losses... crazy..

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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