Virgin+ home internet not allowing some phone apps to work

[Toll Booth Willie]

I've run into a strange problem with my home internet service lately. When my phone, a new Galaxy S25+ that I bought from Virgin+, is connected to my home wireless network, it will not allow me to sign in to and use the Canadian Tire app, Crave app, Dominos Pizza app, and Google Maps will not work when trying to pull up street view.

If I turn on my VPN software while connected to WiFi, these apps work perfectly. If I turn off Wi-Fi and switch to the LTE network, these apps also work perfectly. The issue is with the wireless network. I'm using a Vincent modem, if that makes any difference. Has anyone else run into this problem? Any solutions?

* Edit - Just wanted to add that this same behaviour is happening on my second phone, a Galaxy A52 5G also.

[Toll Booth Willie]

That's interesting, I'm glad you found a work around to your problem. In my case, the tech team eventually found that the Vincent modem was not assigning IPv6 addresses. That was a month ago, but I haven't heard anything more about it. I still have IPv6 disabled so things work okay for now, but hopefully they find an answer soon.

[Phildefer]

It appears that Virgin only offers Level 1 support and has to escalate Level 2 and Level 3 issues to Bell. I’ve been a Virgin customer for about five years and, while I haven’t run into too many problems, every time I did, their customer support was practically useless. I usually had to solve the issue on my own, as the agents seemed to follow a script without deviating from it.

[martin_168]

I hadn't posted my question as a response to Toll Booth Willie's question, although it does look like some of the impacts and behaviours are the same. Which makes me hopeful that there would be some useful response. I'll wait and see.

I spent an hour on the phone with a Virgin Plus agent this morning, who, of course, recommended that I try replacing the modem. I've agreed to them sending me a new modem, only because my current one is over three years old. 

However, I have my own modem connected to the Virgin Plus line, as well as the Valérie modem. As of last week, both modems have been assigned 10.xxx.xxx.xxx subnet addresses by the ISP. It therefore cannot be an issue with the hardware in my home, but rather an issue with the DHCP provisioning from the Virgin ISP.

10.xxx.xxx.xxx addresses are, by definition, local subnet addresses and are inaccessible to external connections. With these addresses, there is no way that I can access my home file server or photo albums. My personal mastodon server can broadcast my messages, but I can't access any of the posts of those I follow, nor see any responses to my messages. My personal website can only be accessed by me in my home. Half the apps on my phone (which must require two-way direct access) do not function unless I flip over to my (limited) mobile data. This is not the internet service I expect nor pay for. 

So, once again.... How can I get the attention of anyone at Virgin Plus who has the capacity to make the changes to ensure that I get a true IP address, and not a limited subnet address?