Virgin internet connection problem

[Jayboy1990]

Have Sky said what is actually at fault?

If it is a DNS issue you would need to pop the supplied Virgin Hub into modem mode and attach a third party router and adjust the DNS servers on this router. 

The reason for this is due to Glass and the Virgin Hubs not allowing you to alter the DNS servers manually!

Sky. should be more transparant if they are aware of the issue, have you tried checking with Virgin media, i find they have some good tech support available when these types of issues occur. 

[DazH54]

I have just received my spyglass today and have exactly the same problem. Makes perfect connection to Wi-Fi and router, but won't get an internet connection. Replaced Wi-Fi with Ethernet connection - same result. All other devices work 100%. Only getting transferred to sky broadband mid Dec so not keen on paying for tv if it is not truely 'internet enabled' - do they mean skybroadband enabled?

[Jayboy1990]

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@DazH54 wrote:

I have just received my spyglass today and have exactly the same problem. Makes perfect connection to Wi-Fi and router, but won't get an internet connection. Replaced Wi-Fi with Ethernet connection - same result. All other devices work 100%. Only getting transferred to sky broadband mid Dec so not keen on paying for tv if it is not truely 'internet enabled' - do they mean skybroadband enabled?

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This is a very new issue that iv only seen happening today, Sky or Virgin media are the only ones that will be able to help. 

Its impossible to say what is actually happening - Its very odd. 

[DazH54]

As I'm new to Sky, what is the tech Helpdesk number?

[Jayboy1990]

0333 7591 018 Or 150 from sky mobile 

[GD1]

All, i've asked in the closed forum if there are any known issues with Virgin Media Broadband and Glass.  If I get any updates I'll post here.

[GD1]

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@DazH54 wrote:

As I'm new to Sky, what is the tech Helpdesk number?

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You don't need to call I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep an eye out for an invite or blue chat bubble.

[Jayboy1990]

Ok, I have just took my viegin hub back to router mode and plugged Ethernet in for glass and it sees the network but no internet. Plugged same cable into MacBook and internet worked!

but when in modem mode and connected to my own router and using google DNS it's all working fine. 

I can't say what's causing it as I'm not technically minded enough but thought I'd go to the effort to test this and to confirm whether I could replicate, which I could all too easily!

This is a major concern that one day it can work flawlessly then next day the ISP router can somehow be blocking glass. 

[GD1]

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@Jayboy1990 wrote:

Ok, I have just took my viegin hub back to router mode and plugged Ethernet in for glass and it sees the network but no internet. Plugged same cable into MacBook and internet worked!

but when in modem mode and connected to my own router and using google DNS it's all working fine. 

I can't say what's causing it as I'm not technically minded enough but thought I'd go to the effort to test this and to confirm whether I could replicate, which I could all too easily!

This is a major concern that one day it can work flawlessly then next day the ISP router can somehow be blocking glass. 

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I'd be guessing VM DNS issues somewhere, but would be good to get to the bottom of this.

[Dave+r+robbo]

I've just put the old smart TV on the wall and it's connected up to the internet no problem at all.

something must have gone in the glass I think.

they said it's a known issue but if it was I would have expected to see loads of reports of it on this forum.

I will have until the 3rd dec to decide if I keep the new one. If I get it again it's going back and I'll go back to Q and go shell out on a oled .

[Jayboy1990]

It's the hub that is at fault from what I can tell as my router that's connected to the hub is able to provide a connection that is still virgin but just refuses to route via the hub. 

[Dave+r+robbo]

It's all very strange as my brother as virgin and glass and his is just fine 

[Jayboy1990]

What hubs do you both have? Hub 3 or 4?

[DazH54]

It is the Hub 3.0

[Jayboy1990]

That's what I just used to run the test on. Iv searched the virgin forums too and I think as sky glass is fairly rare still it's not getting mass reports online. Might check Twitter.