Virgin Media Community

[bobmanuk]

Last week Virgin Media performed some "Upgrades" that took out Broadband, TV and Phone services, Just what you want when you work from home, but it came back but I haven't been able to work properly since.

Whenever I try to sign into my works OneDrive account, it tells me that something went wrong and the error code points to trouble connecting to the internet.

Since then I have tried a few different things:

Signing into personal onedrive, works fine.

Signing into multiple devices with personal onedrive (app and website), works

Signing into multiple devices with business onedrive (app and website), fails (iOS, Mac, 3 windows PCs)

Connecting to a VPN, Onedrive works perfectly in all aspects, but it breaks other software I use, so it is not a suitable solution.

So what has Virgin done to block Onedrive for business use? 

[jbrennand]

Are you on a business package or the residential one?

[Z92]

Which package they are on shouldn't matter. They are working from home, so they should be able to access either.

That said, I can access both my personal OneDrive and my work onedrive, so VM isn't the problem either.

Can you access your work onedrive when using a web browser instead of using the app?

[bobmanuk]

Redacted screenshot of Onedrive 

When accessing via the web, it comes up with an SSL error, when connected to a VPN, it loads and works fine. The app also works fine when connected to the VPN, unfortunately, outlook app doesnt like the VPN and the helpdesk software also wont work with the VPN, which is kind of critical to my job.

And yes, it is residential, not business, my own personal laptop is able to connect to my @outlook.com personal onedrive just fine, but, try to access my 365 onedrive account, and its no dice. 

The fact that no device at home is able to access it, and that it works through VPN does suggest that its something that VM have done, or are doing. 

We dont have any children in the house so we dont have any kind of filtering or adult controls setup. Though how it would just block onedrive for business, i dont know.

I Just know if i have to speak to VM tech support... i will be spending the day banging my head against a brick wall.

[sophist · Accepted solution]

change hte dns servers on your laptop to googles, 8.8.8.8 and 8.8.4.4 and see if it works then - this looks like a potential web/virus safe issue.

you could also provide the output (before changing the dns settings) of  a

tracert -d xxxx-my.sharepoint.com

in the command prompt, which would also tell us if virus/web safe is interfering with the connection in some way.

[bobmanuk]

Well that managed to get it working... The initial tracert (Redacted)

Tracing route to XXXXX-my.sharepoint.com [81.99.162.48]
over a maximum of 30 hops:

1 2 ms 272 ms 2 ms 192.168.0.1
2 * * * Request timed out.
3 12 ms 15 ms 11 ms 62.252.64.65
4 * * * Request timed out.
5 19 ms 28 ms 24 ms 62.254.85.6
6 11 ms 20 ms 22 ms 81.99.162.48

Trace complete.

Then after changing the DNS to 8.8.8.8

Tracing route to spo-0004.spo-msedge.net [13.107.136.9]
over a maximum of 30 hops:

1 6 ms 2 ms 3 ms 192.168.0.1
2 * * * Request timed out.
3 24 ms 12 ms 10 ms 62.252.64.65
4 * * * Request timed out.
5 * * * Request timed out.
6 14 ms 13 ms 12 ms 62.253.174.186
7 15 ms * * 104.44.14.51
8 19 ms 14 ms 13 ms 104.44.41.160
9 16 ms 14 ms 14 ms 104.44.21.95
10 18 ms 12 ms 19 ms 104.44.21.96
11 15 ms 14 ms 14 ms 104.44.43.223
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 18 ms 15 ms 13 ms 13.107.136.9

Trace complete.

No idea what the site was resolved to in the second tracert but i know it is sharepoint online related. 

Now, as for virus related, unlikely, as ive scrubbed and reinstalled windows a couple times since then, also happens on an iphone/macbook and separate personal laptop.

[sophist]

it's VMs web/virus safe product/feature that's redirecting your traffic based on the way it is configured. 

If you use this service, you need to add you sharepoint URL to an allowlist in My Virgin Media (i don't use it, so can't guide you any further than that).  If you don't use it you can just switch it off (again, somewhere in My Virgin Media).

[bobmanuk]

in that case i shall take a look and see later, need to get dinner sorted, thanks for the help.

[jbrennand]

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@Z92 wrote:

Which package they are on shouldn't matter. 

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It does in the sense that they use different Hubs (Hitron) - may still not matter of course.