Does Virgin Media Block VPN?

We've been having issues, where the VM Hub 3 keeps restarting, which of course means the internet goes off, during the 5-10 minutes it takes to restart - see here.

I may have had a break through.

Earlier on, when internet went off, checked the hub, and indeed, it was dropping. Then the penny dropped. Could it be Virgin Media blocking these 'privacy' VPN's. (Just at that time, I turned on VPN).

I waited a couple of hours, then turned VPN back on, on the laptop, it let me go on 2 websites, before as suspected, the Hub 3 restarted.

I plan on doing one more test, at a random time within the next few hours, just to test this theory, but wanted to see if anyone else was aware of Virgin Media blocking VPN's?

PS: No, we don't have 'web safe' on.

Edited by JakeRoof (Sat 19-Jun-21 11:18:21)

No virgin don’t block VPNs. I use my Hub 3 in modem mode with my own router but have no issues with OpenVPN, NordVPN and corporate systems.

Do the logs of your hub say anything?

Virgin do not block VPN's. So on your side you should be able to use VPN as ether as an client/server connections.

But first you need to workout what going on with your connection.

Similar to yourself, we also use a router, while the hub 3 acting as a modem only.

Corporate VPN's work fine, while Nord on the other, seems to be the one triggering it.

Doing more testing, hours apart, with different laptops, with nothing else connected, it seems to be Nord, but in particular circumstances. This was tested with both connected via router, and, while also connected directly the hub 3.

Where in particular this happens - using the Chrome Nord VPN plugin, and VPN active to UK, from within UK (ofcourse). It would let me browse some websites, and then Internet no longer works - observe the hub 3, and see it restart. Sometimes it would let me visit 3 websites before it does, sometimes as many as maybe 8-9.

Tried this on two different laptops - happened every time. Not that it should make a difference, but both laptops are very, very high end.

Doesn't seem to have any issues when using the Nord windows app - but reason for using the Chrome plugin, for Chrome only, is so that only that bowser is under VPN tunnel, not affecting everything else.

In terms of the 'network log', even though you can see it physically restarting, it doesn't show anything on those times (within the logs). The info page shows 'uptime' as just a few minutes everytime, that's how I can confirm it restarted. Another tell-tale sign is the BQM monitor - this shows a solid red line, during the time in restarts.

Need to test this on a different virgin connection. A family member recently took out Virgin Media,but waiting on their hub to arrive.

Will try test it out there, unless someone on here, who may have some time on their hands, to try it out.

Edited by JakeRoof (Sun 20-Jun-21 01:40:15)

Why not just get VM to replace your Hub? It’s clearly faulty if it’s restarting all the time. I presume you have tried the pin hole reset (hold in for up to 60 sec)?

If this was an actual issue the forums would be full of it as you can bet pound to a penny many many customers are using all the different VPNs under the sun to download TB’s of stuff.

So have no issue with Corporate VPN, but Nord is the issue.

Have done what in this video?

NordVPN connectivity troubleshooting on Windows 10 https://youtu.be/t8cxzSrPDLs

Just keep trying each tip until it works, but it sounds like tap issue.

The other thing is Nord has Kill Switch. Now if that is activated because it losses conection to Internet it will not allow any network traffic until it reconnected with out issue.

Your Corporate VPN might not have this sort setting active. It isn't active by default on most VPN solutions, it has set as an active feature.

In reply to a post by amiga_dude:

The other thing is Nord has Kill Switch. Now if that is activated because it losses conection to Internet it will not allow any network traffic until it reconnected with out issue.

only on that computer. If you have any other computers, or smart phones, tablets etc connected to the WiFi easy to test. If it is Nord or the setup of Nord on the PC then the other devices will still work. If the Hub is rebooting then its not Nord.

If the Hub 3 is in modem mode, as posted, then the Hub is doing very little work except converting the Ethernet into the Coax connection.

The logs from the Hub are required to know what is going on here. In modem mode they can be reached at http://192.168.100.1/ and on the password screen click the link below "Check router stats" and then go to the Network Log tab. Copy/paste into a new post.

In reply to a post by gary333:

Why not just get VM to replace your Hub? It’s clearly faulty if it’s restarting all the time. I presume you have tried the pin hole reset (hold in for up to 60 sec)?

It has been replaced - this is the second one, and the exact same issue still persists.

I did ask them for a replacement over the phone, but they kept saying 'hub health shows fine, so we can't change. Any hub changes needs an engineer to come out'.

When the last engineer came, he swapped it for a new one, and said to me, 'VM are reluctant to give out replacement hubs due to a shortage of the hubs because of the chip shortage issue.'

____

In reply to a post by amiga_dude:

So have no issue with Corporate VPN, but Nord is the issue.

Have done what in this video?

NordVPN connectivity troubleshooting on Windows 10 https://youtu.be/t8cxzSrPDLs

Just keep trying each tip until it works, but it sounds like tap issue.

Thanks, tried this out - this seems more specific to the Windows app, but hasn't made a difference. Tested on two different laptops.
____

In reply to a post by amiga_dude:

The other thing is Nord has Kill Switch. Now if that is activated because it losses conection to Internet it will not allow any network traffic until it reconnected with out issue.

Your Corporate VPN might not have this sort setting active. It isn't active by default on most VPN solutions, it has set as an active feature.

I'm aware of this 'kill switch', but, as I said, this is the Nord VPN plug-in, on Chrome Browser. This plug-in does not have the kill-switch feature, which the full software does. The Windows app for me, works fine, this seems to be isolated on the Chrome Nord VPN plugin. or at least I've not set it up, if it does exist. At the same time, the Hub 3 router is rebooting, so kicking everything offline, until it's fully rebooted.

____

In reply to a post by jchamier:

In reply to a post by amiga_dude:

The other thing is Nord has Kill Switch. Now if that is activated because it losses conection to Internet it will not allow any network traffic until it reconnected with out issue.

only on that computer. If you have any other computers, or smart phones, tablets etc connected to the WiFi easy to test. If it is Nord or the setup of Nord on the PC then the other devices will still work. If the Hub is rebooting then its not Nord.

If the Hub 3 is in modem mode, as posted, then the Hub is doing very little work except converting the Ethernet into the Coax connection.

The logs from the Hub are required to know what is going on here. In modem mode they can be reached at http://192.168.100.1/ and on the password screen click the link below "Check router stats" and then go to the Network Log tab. Copy/paste into a new post.

The actual mode is 'router mode', acting as a modem - i.e a single Ethernet goes to the router which I and every other device connects through (ethernet or wifi).

Wifi from the hub has been turned off, too, so no device can connect to it via wifi.

I didn't put it into modem mode due to the DMZ (to allow all traffic for the personal router to go through) - or, should the DMZ not be required when in modem mode?

Dump of the Log section below - as I said, even though it's rebooted at least 5 times yesterday (and the days prior to that, too), this log doesn't seem to show it - unless I'm missing something;

Time Priority Description
19/06/2021 21:03:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 07:54:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 11:18:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:58:6 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:58:6 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:06:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:06:6 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:05:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:00:15 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:00:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 08:45:43 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Edited by JakeRoof (Sun 20-Jun-21 16:51:32)

Sorry your description of router and modem mode is different to how mine works. If yours is actually in router mode and you have an ethernet to another router than you MIGHT have issues with some games (due to double NAT). (For info, here is how to turn on modem mode -> https://www.virginmedia.com/help/virgin-media-hub-mo...

For this debugging it is useful to know, which mode the Hub is in.

The rebooting could be to do with the T3 time outs, but on mine they appear every day but don’t reboot. A T4 time out for example could cause the same impact as a reboot as the modem scans the network to reconnect. (

If you haven’t yet started a thread on the Virgin Community forum you should do this, as the techs on there can access the logs and they are at a lower level than the phone help desk.

Edited by jchamier (Sun 20-Jun-21 19:34:14)

I think the Virgin Hub is just imploding due to the amount of UDP you're shoving through it. Can your VPN function in a TCP mode so you can rule this theory out?

In reply to a post by jchamier:

Sorry your description of router and modem mode is different to how mine works. If yours is actually in router mode and you have an ethernet to another router than you MIGHT have issues with some games (due to double NAT). (For info, here is how to turn on modem mode -> https://www.virginmedia.com/help/virgin-media-hub-mo...

For this debugging it is useful to know, which mode the Hub is in.

The rebooting could be to do with the T3 time outs, but on mine they appear every day but don’t reboot. A T4 time out for example could cause the same impact as a reboot as the modem scans the network to reconnect. (

If you haven’t yet started a thread on the Virgin Community forum you should do this, as the techs on there can access the logs and they are at a lower level than the phone help desk.

Thanks, will look into this further, and also try get a thread started. I've got an engineer booked tomorrow morning (booked last week), reckon I still keep this appointment? Should I tell them my theory and show them about this VPN?

___

In reply to a post by jpm:

I think the Virgin Hub is just imploding due to the amount of UDP you're shoving through it. Can your VPN function in a TCP mode so you can rule this theory out?

Very interesting - so although there is this option from within the main Windows app, this cannot be changed on the Chrome Plug-in (which is independent to the Main app). See screenshot of all the settings available from within the Chrome web browser extension/addon here.

Edited by JakeRoof (Mon 21-Jun-21 00:56:20)

Just an update;

Engineer came this morning, spent a lot of time trying to diagnose. I must say, he was one of the good ones - those you call 'above and beyond'.

I showed him the issue, also proved it on a different laptop. He advised never come across this, and spoke with a few seniors on the phone, who said it sounds like the hub 3 box thinks it's being attacked or being overloaded (even from going on just one website) and for that reason, it's rebooting it.

Eventually, he came up with a suggestion of trying the Hub 4. Once he got authorisation (after some difficulty), swapped it over, and has since been working fine.

I will try this out at a family members house, who recently got VM, to see if that was just my connection and Hub 3, or every Hub 3 has this 'bug'.

Spoke with Nord support, they said issue is to do with ISP modem, and possibly the way it handles traffic.

Edited by JakeRoof (Mon 21-Jun-21 12:41:11)

Maybe I spoke too soon - although unrelated to VPN, this Hub 4 seems to just have the white light flashing - which according to their help pages, says it's rebooting and to wait 5 minutes (waited more like half hour).

Tried a pin-hole reset as well, also took out plug then waited 10 minutes before plugging it back in etc.

Really don't want to have to call another engineer!

Update: Managed to login to the 192 page, for Internet, it states 'Registration Failure'. On the phone, they weren't able to help, and said an engineer needs to come out.

Edited by JakeRoof (Mon 21-Jun-21 15:06:05)

Very interesting - so although there is this option from within the main Windows app, this cannot be changed on the Chrome Plug-in (which is independent to the Main app). See screenshot of all the settings available from within the Chrome web browser extension/addon

Well had quick look at Nords Chrome Add-On source code, just love it when they use code obfuscation,but:
It because it changing the browser SOCKS settings. The SOCKS protocal uses TCP.

I don't have Virgin any more but in the past I had issues using OpenVPN through VM. After a lot of searching on their forum I found that I had to disable the Advanced Network Error search - https://my.virginmedia.com/advancederrorsearch/

Once that was disabled, OpenVPN worked fine

In reply to a post by lincsat:

I don't have Virgin any more but in the past I had issues using OpenVPN through VM. After a lot of searching on their forum I found that I had to disable the Advanced Network Error search - https://my.virginmedia.com/advancederrorsearch/

Once that was disabled, OpenVPN worked fine

I did come across this on the Virgin forum, but as that post was specific to Corporate VPN, I didn't try it out. Good to know for the future, though.

Nonetheless, for anyone interested, with Hub4, this now works fine, ah - no restarts prompted by the Nord VPN Chrome extension.

Thanks all for your advice, guidance, and assistance.

Edited by JakeRoof (Wed 23-Jun-21 13:59:22)

Virgin Media has been scrutinized for blocking VPN providers, which prevents people in the UK from accessing content outside of the United Kingdom.

Recently, Virgin Media has started to block access to VPNs that allow you to view the USA version of Netflix or other video platforms not available in the United Kingdom. It's done by scrapping a range of IP addresses and allocating them new ones on a rolling basis - when one is blocked it is replaced by another.

VPN provider HideMyAss said that "Virgin Media is actively using techniques which we believe are an attack against online privacy."- something many have used their service for previously with no problem whatsoever.

In reply to a post by ryancormier81:

Virgin Media has been scrutinized for blocking VPN providers, which prevents people in the UK from accessing content outside of the United Kingdom.

Recently, Virgin Media has started to block access to VPNs that allow you to view the USA version of Netflix or other video platforms not available in the United Kingdom. It's done by scrapping a range of IP addresses and allocating them new ones on a rolling basis - when one is blocked it is replaced by another.

VPN provider HideMyAss said that "Virgin Media is actively using techniques which we believe are an attack against online privacy."- something many have used their service for previously with no problem whatsoever.

Virgin's DNS servers block certain websites that are affiliated with VPNs for various reasons., like all major ISPs do. Virgin does not 'block VPNs' and never has.

If you can't figure out how to circumvent that, a VPN isn't going to help you anyway.

In reply to a post by MaverickJesus:

If you can't figure out how to circumvent that, a VPN isn't going to help you anyway.

+1 as I use all sorts of VPN technologies for work, and none have been blocked on my home VM cable connection.