Some devices on network can't access certain websites

pippip

Really weird problem and wondering can anyone assist.

Strangely today I can only get a handful of websites across my wifi network. EXCEPT my phone on same wifi, with data off, can access everything. Also my smart tv can access everything (wired). Running standard Virgin Media 240mb with their white 3.0 hub. Firestick cant access internet at all and laptop, tablet and second phone can't access most websites. Seems to be the same websites that work and don't work across all.

The network diagnostics on the modem don't detect any problems. If I troubleshoot the connection on my laptop it says "the remote device or resource won't accept the connection".

I've unplugged the router multiple times and kept unplugged for up to 5mins. Restarted devices and laptops and still the same. I even turned off the 5ghz so all on the same 2.4ghz and still the same and vice versa.

I was on to Virgin who say they detect a signal fault and will send someone out but I just don't get how I can access all on my phone and tv so not fully confident this is the problem.

The sites that do work are all fine speed wise and the ones that don't just time out saying took too long to respond.

tsue921i8wljb3

DNS maybe?

Are you on ds-lite?

What results do the following give?

http://ip4.me

http://ip6.me/

pippip

Callie Aggressive Grocery wrote: »

DNS maybe?

Are you on ds-lite?

What results do the following give?

http://ip4.me

http://ip6.me/

Now bare with me as I'm not familiar with alot of networking.
Don't know what ds-lite is so not sure if i'm on it?

On my laptop (which has the problem) I can only connect to ip6.me and it says I'm connecting with IPv6. On my phone I can get both and it says the phone is on IPv4.

tsue921i8wljb3

On the laptop can you reach

google.com
youtube.com
facebook.com
wikipedia.org
live.com
instagram.com

https://www.irishtimes.com
https://www.theregister.co.uk

pippip

google.com Yes
youtube.com Yes
facebook.com Yes
wikipedia.org Yes
live.com Yes
instagram.com Yes

https://www.irishtimes.com No
https://www.theregister.co.uk No

tsue921i8wljb3

It's an ipv6 issue. The first six sites are ipv6 capable. The last two are not.

Are you sure the phone is actually connected to the Virgin router and not some mobile network?

pippip

Callie Aggressive Grocery wrote: »

It's an ipv6 issue. The first six sites are ipv6 capable. The last two are not.

Are you sure the phone is actually connected to the Virgin router and not some mobile network?

No the phone is definitely only on the wifi. I'd question that myself only the smart tv is able to view the websites too with its inbuilt browser.

Thank you for your help at least I'm closer to diagnosing the problem.

Would an ipv4/6 issue be related to the signal fault on their line that they detected or is it a waste of time for an engineer to visit the house?

tsue921i8wljb3

pippip wrote: »

No the phone is definitely only on the wifi. I'd question that myself only the smart tv is able to view the websites too with its inbuilt browser.

Thank you for your help at least I'm closer to diagnosing the problem.

Would an ipv4/6 issue be related to the signal fault on their line that they detected or is it a waste of time for an engineer to visit the house?

The smart TV browser can reach the irishtimes and theregister sites?

I don't think it's a signal issue but the router could be malfunctioning. As long as they don't charge you for a call out I'd let the engineer visit.

pippip

Callie Aggressive Grocery wrote: »

The smart TV browser can reach the irishtimes and theregister sites?

I don't think it's a signal issue but the router could be malfunctioning. As long as they don't charge you for a call out I'd let the engineer visit.

The tv brings up theregister.co.uk but the irishtimes.com is bringing up a error 113 (ssl version or cipher mismatch). I tested rte.ie and skynews.com which both work on tv but not on laptop.

Thanks again. They didn't mention a call out fee on the phone so I'll let them go down that path to eliminate it first.

tsue921i8wljb3

pippip wrote: »

The tv brings up theregister.co.uk but the irishtimes.com is bringing up a error 113 (ssl version or cipher mismatch). I tested rte.ie and skynews.com which both work on tv but not on laptop.

Yes, rte and skynews are both ipv4 only. It's all very odd. I'm not sure there is anything you can do to rectify it. You should be able to tell the engineer about the ipv6 vs ipv4 failures but I don't know what technical level they are at. It's possible he might not be able to solve it either and it may need escalation to Virgin's network department.

tsue921i8wljb3

You could try this on the laptop if you don't mind tinkering. If it doesn't work just undo the changes you made. This guide is for Windows 10. If you're using something different just google disable ipv6 *whatever OS you're using*

https://medium.com/@JockDaRock/disabling-ipv6-on-network-adapter-windows-10-5fad010bca75

Restart the laptop after the change and see can you reach the times and register.

ED E

Callie Aggressive Grocery wrote: »

Yes, rte and skynews are both ipv4 only. It's all very odd. I'm not sure there is anything you can do to rectify it. You should be able to tell the engineer about the ipv6 vs ipv4 failures but I don't know what technical level they are at. It's possible he might not be able to solve it either and it may need escalation to Virgin's network department.

Only Virgin customer care can solve it.


Their implementation is a corner cutting exercise and its gone wrong for you. Their edge routers should be translating V6 to V4 on the fly but aren't.

tsue921i8wljb3

ED E wrote: »

Only Virgin customer care can solve it.


Their implementation is a corner cutting exercise and its gone wrong for you. Their edge routers should be translating V6 to V4 on the fly but aren't.

But the TV and one phone are having no issues with ipv4 only sites? So it's working for some devices but not others. Why is the phone reporting an ipv4 address from ip6.me?

pippip

On to Virgin (online chat) this morning to organise the engineer.
Told them about IPv4/6 issue but didn't even acknowledge it. They claim there is a local fault in the area and have crews working on it.

Will have to keep checking with them as to when that fault is repaired if it hasn't corrected itself.

BaRcOe

I dm'd you pippip. I have the same issue. Twitch and Twitter don't load for me. Yet I can watch a video on YT at 4k without stutter. Also cannot connect to my works VPN, so I have to tether for now

When I go here: https://www.virginmedia.ie/customer-support/ It says:

Oh no! We found a fault in your area.

Broadband Status checked: 09:12

Problem Detected

We hope to have this fixed by: 14:00

pippip

BaRcOe wrote: »

I dm'd you pippip. I have the same issue. Twitch and Twitter don't load for me. Yet I can watch a video on YT at 4k without stutter. Also cannot connect to my works VPN, so I have to tether for now

When I go here: https://www.virginmedia.ie/customer-support/ It says:

Oh no! We found a fault in your area.

Broadband Status checked: 09:12

Problem Detected

We hope to have this fixed by: 14:00

Just pm'd you back.

I just ran that check but its all clear for me, no issues.

plodder

Is it an issue with MTU? You could try reducing the MTU on the laptop (eg from say 1500 to 1490 as typical values), but you probably can't do that on devices running Android or ios.

tsue921i8wljb3

It's definitely the ipv6 issue. Both Twitter and Twitch are not ipv6 capable. Unfortunately Virgin are unlikely to tell you what the issue is or what solution they put in place.

BaRcOe

Its fixed for me, was a fault in Dublin 24. Twitch and Twitter now working again!

pippip

Still not back for me. Going to harass Virgin again. :mad:

tsue921i8wljb3

pippip wrote: »

Still not back for me. Going to harass Virgin again. :mad:

Are you in Dublin 24?

pippip

Callie Aggressive Grocery wrote: »

Are you in Dublin 24?

yes

tsue921i8wljb3

Have you rebooted the router and affected devices today to see if it may be fixed?

If it's not fixed hopefully they are still working on it and you get fully back online soon.

ED E

Callie Aggressive Grocery wrote: »

But the TV and one phone are having no issues with ipv4 only sites? So it's working for some devices but not others. Why is the phone reporting an ipv4 address from ip6.me?

Sorry, yes, you're correct.


Those impacted:
Check what the default gateway is on working and non working devices.

Working should be v6 and v4 populated
Not working may only be v6 populated

pippip

Callie Aggressive Grocery wrote: »

Have you rebooted the router and affected devices today to see if it may be fixed?

If it's not fixed hopefully they are still working on it and you get fully back online soon.

Ok, so I was online webchat to Virgin. Basically they said there is no fault on the line and the signal is good to the modem. Said the modem doesn't have any settings or features that can cause an IPv4 issue, it only provides their signal and passes it on to the devices. It cant select which devices get what. All they can say is the modem is providing the service.

I said well the same issue was happening in Dublin 14 earlier and that was resolved with faults on their system. I told them I'd phone and have it escalated.

I had tried unplugging the modem when I got home and that didn't solve the problem BUT after being on the chat to Virgin I decided to hit the reset button on the back of the modem. Now I can get everything on my laptop (which didn't work before) but still not working on one of the phones, a tablet and firestick?

Now on the laptop if I go to ip4.me it says i'm connecting with an IPv4 address and shows address. And when I go to ip6.me it says i'm connecting with an IPv6 address of and shows an address? On my phone both ip4.me and ip6.me both show me as connected on IPv4 and shows different addresses.

Is any of this making sense as it's been a long day in the office?

tsue921i8wljb3

I don't know why some devices are getting full connectivity and others are not.

pippip

Update - sort of....

Still not sorted. Been back and forth with them non stop. The more settings they altered the worse its got.

Every time I contact them they begin with separating the wifi to 2g and 5g. Suppose to help interference between devices.

They reset settings on their end.

Test signal sometimes shows a problem, not always.

Originally I had half the devices not seeing IPV4 websites and half working perfectly. I got them to change my connection to IPV4 which also did nothing.

With all their messing I was left with the half that couldn't connect to IPV4 not being able to connect to anything on the internet. They would connect to the wifi but weirdly don't show up as connected devices on the Virgin modem portal? Because of this I had them send a brand new model........exact same, no difference, couldn't believe new modem was the same.

Today I hooked up a very old wifi router and wired it to the Virgin modem and everything works perfectly through that? Its not ideal as everything is on separate wifi networks but at least the devices can be used.

I'm completely lost now as to what is causing this now. The standard level techs in Virgin really don't have a clue so I think I'll have to escalate it. Trying to contact them at a time the signal shows the fault so they can at least sort that even though it doesn't seem to effect performance in the house.

flexcon

pippip wrote: »

Update - sort of....

Still not sorted. Been back and forth with them non stop. The more settings they altered the worse its got.

Every time I contact them they begin with separating the wifi to 2g and 5g. Suppose to help interference between devices.

They reset settings on their end.

Test signal sometimes shows a problem, not always.

Originally I had half the devices not seeing IPV4 websites and half working perfectly. I got them to change my connection to IPV4 which also did nothing.

With all their messing I was left with the half that couldn't connect to IPV4 not being able to connect to anything on the internet. They would connect to the wifi but weirdly don't show up as connected devices on the Virgin modem portal? Because of this I had them send a brand new model........exact same, no difference, couldn't believe new modem was the same.

Today I hooked up a very old wifi router and wired it to the Virgin modem and everything works perfectly through that? Its not ideal as everything is on separate wifi networks but at least the devices can be used.

I'm completely lost now as to what is causing this now. The standard level techs in Virgin really don't have a clue so I think I'll have to escalate it. Trying to contact them at a time the signal shows the fault so they can at least sort that even though it doesn't seem to effect performance in the house.

Ring Virgin and ask for IPV4 only. I had to do this as many sites were hit and miss.

It's their silly Dual stack system.

Just tell them you need it for some security cameras and VPN for work and its essentail to have a IPV4 address and that the issues you are having were solved by this method.