Website won’t load on Virgin Media

[akhitweet]

I relaunched a website I run a few days ago, and the site loads fine on cellular data plans and any other wifi service providers, except for Virgin Media.

Any customers that are trying to access the site on any device hooked up to a Virgin Media connection simply cannot access the website.

Everything seems to be fine on the domain side as it works everywhere else, but not sure what else to do.

The website is www.pure-xi.com

I’m not too tech savvy to troubleshoot this beyond some basics so any help would be great

[Client62]

I have no problem accessing www.pure-xi.com via a VM Hub in standard Router mode ...

C:\Users\Philip>nslookup www.pure-xi.com
Server: cache1.service.virginmedia.net
Address: 194.168.4.100

Non-authoritative answer:
Name: shops.myshopify.com
Addresses: 2620:127:f00f:e::
23.227.38.74
Aliases: www.pure-xi.com

[akhitweet]

Ah that is interesting. 

I've checked again and still not working for us here, and also for some other customers on Virgin media.

This is the screen people are getting despite changing browsers, clearing caches, going incognito etc

[Client62]

For our connection we have VM "Child Safe" disabled and VM "Web Safe" disabled,
both of these are DNS filters.

Use nslookup as I did above with the Virgin Media DNS and make sure it is returning the correct IP for you.

[legacy1]

change your DNS

[akhitweet]

that does make it work, at least when I change it on chrome to Open DNS for example, but that doesn't resolve the issue that customers who visit the site from VM wifi's are being blocked out.

[akhitweet]

mine says the following: 

[Client62]

Do you have Child Safe or Virus Safe enabled in your VM online account.
If yes try disabling these and see if that helps.

[akhitweet]

I'm afraid not, can't figure it out at all. When I hotspot on my cellular data using my phone, it all works fine

[用心棒 · Accepted solution]

AFAICS Virgin Media's Security Essentials service (i.e. Child Safe, Virus Safe) are not blocking access to the site.

The issue here is that not all of Virgin Media's local DNS caches have been refreshed with the domain's DNS record, i.e. where users are able to access the site their local DNS has the updated DNS record.

User who are unable to access the site will need to either:

• wait for their local DNS cache to refresh; hopefully not for much longer
• use an alternative DNS

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