topic Re: WAN IP in the DMZ is a private IP in Internet

WAN IP in the DMZ is a private IP

vincentdemers — Wed, 01 Apr 2026 11:06:57 GMT

I've been using my own router since I've been with Virgin Plus for the Internet.

It was a not easy setting up my "vincent" modem at first so that I could use my own router, but I figured it out. In the advanced settings, under DMZ, I turned the DMZ "on" and assigned my router's MAC address as the active device, and voilà! my router would get a legitimate WAN IP (an IP that is in the 142.0.0.0/24 or 69.0.0.0/24 IP subnets).

Since this morning, my "vincent" modem has been assigning a private IP in the 10.0.0.0/24 subnet to my router. This is a private IP, not a WAN IP.
DMZ in the Advanced Settings

Is anyone else running into this issue? This is a big issue for me, as it prevents me from doing my work as I normally do.

Thanks

Re: WAN IP in the DMZ is a private IP

VirginPlusAntonie — Fri, 13 Feb 2026 21:16:50 GMT

Hey there @vincentdemers ,

Welcome to the community and thanks for your post.

We would like to have a closer look and have sent you a private message to get started.

Please check your Messages within your profile avatar in the top right corner.

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Looking forward to hearing back from you.

Re: WAN IP in the DMZ is a private IP

elperepat — Fri, 13 Feb 2026 22:14:41 GMT

I have the same issue since this morning. I only get IP in the 10.x.x.x range now. Previously, it happened a few times, but a reboot of the HH4K was enough to get a real public address.

First, I though Virgin was setting up CGNAT, but it seems the correct address range for CGNAT is in the 100.x.x.x addresses.

I use PPPoE passthrough and both my own router and the HH4K get addresses in the 10.x.x.x range.

Looking forward for a solution too.

Re: WAN IP in the DMZ is a private IP

VirginPlusKris — Sat, 14 Feb 2026 14:06:00 GMT

Good morning, @elperepat. Thanks for reaching out. 🙂

We would like to have a closer look and have sent you a private message to get started. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing back from you. Best wishes.

— Kris

WAN IP in the DMZ is a private IP

Raven — Wed, 18 Feb 2026 16:05:05 GMT

Hello,

For about a week now, I've been having a double NAT issue at home. I have a small Plex server on one of my PCs to listen to music when I'm away from home. For the past few days, remote access in Plex hasn't been working, and the error I'm getting is that I'm experiencing double NAT.

I checked in Valerie's interface, and indeed, the IP address shown in the Internet status doesn't match the public IP address that Plex or sites like canyouseeme see. The IP address Valerie gives me is in the 10.x.x.x range, while my public IP address, as shown by Plex and canyouseeme, is in the 142.x.x.x range.

This is causing a double NAT issue for services like Plex. Also, various websites and programs are unable to see the ports I've forwarded in Valerie. canyouseeme thinks all my ports are closed, even 80 and 443.

What can I do to avoid this double NAT situation?

Some additional information:

- I'm using Windows 11

- I don't use a VPN

- The only firewall I have is the Windows firewall. I've opened the ports in it, but to be sure that's not the problem, it's disabled for the duration of my tests.

- I've already restarted the router several times to try to get an IP address that isn't in the 10.x.x.x range, but without success. I even performed a full reset.

Thank you in advance for your help!

WAN IP in the DMZ is a private IP

elperepat — Wed, 18 Feb 2026 16:05:31 GMT

I have the same problem here. My ticket was sent to Techincal team on February 13th. They told me it was a long weekend and they would come back when they had news. Not heard from them yet.

WAN IP in the DMZ is a private IP

vincentdemers — Wed, 18 Feb 2026 16:05:43 GMT

I have the same problem too... Haven't heard back from Virgin about this yet.

Re: WAN IP in the DMZ is a private IP

Luc_MTL — Wed, 18 Feb 2026 17:50:35 GMT

I have been experiencing this exact issue for several months. During the first occurrence, support resolved it by flushing the modem's MAC address to force the DHCP server to assign a new 142.x.x.x IP upon PPPoE reconnection. This fixed the issue temporarily. A month later, the problem recurred and the modem eventually failed after multiple reboots, requiring a hardware replacement.

The issue has returned this past week. The agent I spoke with was unhelpful and insisted on another hardware swap despite the modem functioning correctly. Consequently, I am stuck on a 10.x.x.x WLAN IP, which has broken external access to my security cameras and Home Assistant setup.

Please Virgin, FIXE your problem.

Re: WAN IP in the DMZ is a private IP

t_bogdan — Wed, 18 Feb 2026 21:19:38 GMT

I am having the exact same issue. IP shown by the Valerie modem is a private IP (10.X.Y.Z) and none of the Port Forwarding rules are working.

Thank you for your help.

Re: WAN IP in the DMZ is a private IP

t_bogdan — Thu, 19 Feb 2026 01:12:05 GMT

Just following up on this: After spending 1h with support on this, I was advised to go to a store and replace my modem. Needless to say, I did and the issue persists even with a new(er) modem...

Re: WAN IP in the DMZ is a private IP

Kirkgj — Thu, 19 Feb 2026 02:31:25 GMT

I have the same problem since Feb 13th. No longer getting public IP on internet and instead getting Class A 10.x.x.x IP NATed behind some other public IP. I can no longer access my network from outside through VPN or other websites I serve form home. Spoke to support last night and eventually they said they needed to send me new modem. Got the new modem today and same problem. Spoke to support again and they said there is nothing they can do and there is nobody to escalate my request. I asked why they sent me a new modem and they said tech's do this simply to end a support call they can't do anything more with. It seems like Virgin internet customers are now 2nd class citizens on Bell's network and we have been pushed off to useless internet. I'm now looking for an alternate service provider that offers DSL with public IP assignment.

Re: WAN IP in the DMZ is a private IP

Ercic — Thu, 19 Feb 2026 22:29:57 GMT

I’m having the exact same issue. My WAN IP is still a private address. I contacted Virgin support and was asked to replace my modem. I’ve now spent at least 2 hours with technical support and replaced my modem twice, but nothing has been resolved.

In the end, I was told this is a known issue and that there is no timeline for a fix. This is unacceptable. My Home Assistant, security cameras, and remote access to my NAS are all down because port forwarding and DDNS are no longer working. This is impacting my home security.

Has anyone recently been successfully removed from CGNAT with Virgin?

Virgin, please escalate this urgently. Provide a clear solution and timeline. Thank you.

Re: WAN IP in the DMZ is a private IP

StanLee — Fri, 20 Feb 2026 02:44:57 GMT

Same thing here (same as OP), started happening around 13th-14th of February, 2026, and, since then, my port 443 can not be opened on Vincent modem, not with port forwarding, not with DMZ. I did a countless number of restarts and resets to factory defaults, to no avail.
Spoke with a tech support earlier today, who seemed eager to help (surprisingly), but confidently stated that there is NO CGNAT in place.
Would appreciate a prompt response from Virgin, as this is something I can't accept service-wise.
Thanks!

Re: WAN IP in the DMZ is a private IP

terence — Fri, 20 Feb 2026 12:53:54 GMT

I've had the same problem for over a week now. I can confirm that the problem has nothing to do with the modem software or hardware.

Somehow Virgin appears to have switched to full Symmetric NAT. We no longer get a public IP.

I hope this can get fixed soon or I'll have to switch provider as this breaks any chance of getting my internal VPN working.

Re: WAN IP in the DMZ is a private IP

BuzzT — Fri, 20 Feb 2026 18:27:56 GMT

It seems that I many are experiencing this. Over the course of the last few weeks, people outside my home are no loger able to access my Plex server. I have had this setup for years and have already confirmed that the issue is not with Plex, but with the Internet connection. I have port forwarding set up and can confirm that I have made no changes to any of my setup. I called Virgin and was shocked to learn that there is no 2nd level tech support for more compex questions.

Virgin tech support can't even tell me who I could speak with since they haven't received any training for issues like this. They literally told me that if my Internet is working (so, I can access the Internet) there is nothing at all they can help me with.

From what I have read, my issue is likely to be caused by a double-NAT situation, but Virgin tech support knows nothing about this. So WHO can I speak with who might be able to help? Otherwise, I have to change providers after 8 years with this company.

Re: WAN IP in the DMZ is a private IP

VirginPlusDRock — Wed, 01 Apr 2026 11:18:24 GMT

Hey Community,

Apologies on the delayed response, but wanted to ensure we provide a complete answer for everyone here who took the time to share and post on this topic.

Virgin Plus Internet services now operate behind CGNAT (Carrier Grade NAT). This means Virgin Plus Internet subscriptions receive a private IPv4 address on the WAN, which is translated to a shared public IPv4 address for outbound internet traffic.

With this transition, IPv4 features that require inbound connections—such as port forwarding, DMZ and hosting services like Plex servers—will no longer function.

We understand this change may impact some Members’ existing network setups. We want to reassure all Virgin Plus Internet Members that standard internet connectivity and typical home usage will continue to work as expected with the default configuration.

@VirginPlusDRock - Community Manager

Re: WAN IP in the DMZ is a private IP

rockcloud — Sat, 21 Feb 2026 15:13:25 GMT

I am suprised to see the "appology to no solution" became the solution.

Yes, with the ISP modem router, there may be no good solution. I have the Vincent router, which provides limited options. So I don't have a solution if you are limited to that router only.

However, if you have another router that is capable of doing IPv6, or an old computer to use pfSense, OPNsense, or Openwrt, you can overcome this IPv4 CGNAT limitation. Here is how:

1. Obtain the PPPoE credentials for your internet connection by contacing the customer service.

2. Connect directly from your own router using the above redentifals, and setup the IPv6. This is going to be in addition to the existing IPv4. So Double stacked. Your IPv4 would still work fine for these old devices do not support IPv6. Essentially you have two internet connections.

3. Use ddns to update the IPv6 address for each device that is providing service. Fortunatley and unfortunately, your IPv6 addresses are all public IPs for each of your devices.

4. Setup the router firewall rule to allow the port for each service.

Well, that is the simplified procedure how I restored my self-hosted services. However, IPv6 is quite different from IPv4, you are likely need to learn a bit of new knowledge first.

Re: WAN IP in the DMZ is a private IP

Philippe Carphin — Sat, 21 Feb 2026 17:45:17 GMT

Thank you for a clear answer. Are there any plans that offer a public IP?

Re: WAN IP in the DMZ is a private IP

Philippe Carphin — Sat, 21 Feb 2026 17:44:18 GMT

If I understand correctly, you are saying that I could buy an IPv6 enabled router, contact customer service for PPPoE credentials (after learning what that is), learn some more stuff, and not have to switch to another provider?

Re: WAN IP in the DMZ is a private IP

rockcloud — Sat, 21 Feb 2026 18:44:30 GMT

That is correct. However, there are quite a few things to sort out. I was not familar with IPv6, so in addition to learn some basics about IPv6, I also asked for Gemini's help here and there along the way. Keep in mind, AI solutions may not always be the best choice for your specific situation.