IP Location

[IPwoes]

My IP address says I am located in Toronto despite living in another city. When trying to watch sports, it says there is a blackout in my area (which is because it thinks I am in Toronto). My neighbour has a different internet provider (who has the correct city for his IP address)  and the blackout is not in effect for him so this is obviously the issue. After 40 min on the phone with Bell/Virgin Tech support I was told the IP is static and it cannot change. Does anyone have a solution for this or do I need to change internet providers?

[VirginPlusAntgio · Accepted solution]

Hi everyone, 

Welcome to the community to the new users and thanks for your posts. 

In the instance that you're experiencing issues with a specific app, we suggest getting in touch with the app's manufacturer. On the other hand, we're also tracking your posts and new entries for verifications and product amelioration. 

If you're not provided with the correct IP location, you can try unplugging your modem for 10-15 seconds and your IP Location should refresh itself when your modem is powered back on and connected.

Let the community know if you have more questions.

[Emia09]

I live in Ottawa but my IP address says I’m in Toronto. It’s affecting my ability to watch TSN. What’s the fix? If Virgin doesn’t fix it I’m switching internet providers, their service is terrible. 

[VirginPlusKris]

Good morning, @Emia09.

Welcome to the Virgin Plus Community 🙂

We will be happy to have a closer look at this, and have sent you a private message. 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

Thanks.

[Bernard]

I also have the same problem. I'm located in Quebec city, I'm reported in Montréal

For the last few weeks, I've had trouble connecting to servers inside my home using DNS. I now believe that the problem is that my modem reports an IP address in the form of 10.xxx.xxx.xxx while external services such as WhatIsMyIPAddress report 125.xxx.xxx.xxx. There's no reason for this to happen unless Virgin started using CGNAT, however, two people from tech support assured me that Virgin does not use this.

What else could explain this situation?

[mlaureti]

This monday night, we got a public ip change, and since then i can't access remotely any of my home servers (from this new IP), i've double checked ip port fowarding rules and they are all fine, i litterally did no change to any of my servers. 

After digging a little with AI, i realise that i was most likely put behind a CGNAT since my home ip on the "vincent interface" is different from the one on "whatsmyipaddress.com" , is there a way to get around that, ive try calling but the agent definitly didnt know what i was talking about. 

[VirginPlusAntgio]

Hey there @Bernard and @mlaureti ,

Welcome to the Community and thanks for your posts.

We will be happy to have a closer look at this, and have sent you a private message. 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

Thanks.

[Ercic]

Wow, it's amazing how these technicians tell us just about anything. I had the same problem yesterday. My technician removed me from CGNAT. So, my modem's IP address is now the same as the one exposed to the internet.

BUT, ports 80 and 443 are now blocked. I can no longer forward them to my reverse proxy. Are you experiencing the same problem? I called a technician again who told me he wasn't trained to handle this kind of issue. I'm looking for the truth. I'm discouraged because my home automation system isn't working anymore because of this.

[Ercic]

Over the past two days, I've encountered similar issues:
1. CGNAT assigns the modem a different IP address than the one it's actually using.
2. After the technician removed me from CGNAT, ports 80 and 443 are blocked.

I'm no longer getting any help from Virgin. How can I resolve this?

[Ercic]

This morning, my ports are no longer blocked without my intervention. Strange. I hope it lasts.

[Nicolas Prevost]

I have been having the same issue intermittently, need to restart (cold reboot) Valerie until suddenly it works.. Issue being connecting to my home servers although ports are open in UFW on linux, ports are opened on Valerie. I have tried DMZ as well.  Going to contact customer support if not working i'll consider changing ISP.   

Update: called support and they hung up.

[Lilfonsi]

Hello  VirginPlusAntgio! 

Any change I can also be removed from CGNAT? I'm unable to access my plex server remotely due to the same issue.

[Garmin]

same problem 😞

What is the procedure for being removed from Virgin's CGNAT?

[Mrob24]

I am having a similar issue. I live in Gatineau and switched to Virgin Internet/TV...set it up yesterday and went to watch the Habs/Sens game and was promptly met with a blackout screen. The only reason I have the TV service is to watch hockey but I apparently live in Toronto and cannot watch my local team. What a joke. Will also have to switch providers if there is no resolution.

[xn9ca]

Two months ago, at the end of October, the same happened to me. I stopped being able to connect to my home server without having changed anything on my side. For the first time in many years, my home network was put behind a CGNAT. It took me a lot of time to troubleshoot before also coming to this conclusion. I live in Gatineau as well, in case this is relevant.

I went through three levels of customer service and technical support over the phone and unfortunately the first two had no idea what I was talking about, and the third one (from Bell) said they don't have the ability to give me back a public IP address unfortunately.

Any further assistance from Virgin Plus would be most welcome. This functionality is very important for me.