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edent
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Turn off Advanced network error search.

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.

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spgray
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Re: Turn off Advanced network error search.

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
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Re: Turn off Advanced network error search.

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

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edent
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Superfast
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Re: Turn off Advanced network error search.

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
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Re: Turn off Advanced network error search.

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

edent
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Re: Turn off Advanced network error search.

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

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edent
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Re: Turn off Advanced network error search.

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.

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edent
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Re: Turn off Advanced network error search.

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...
gary_dexter
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Message 9 of 9
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Re: Turn off Advanced network error search.

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

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