WAN IP in the DMZ is a private IP

[vincentdemers]

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

[VirginPlusAntonie]

Hey there @vincentdemers , 

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[elperepat]

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.

[VirginPlusKris]

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

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Looking forward to hearing back from you. Best wishes.

— Kris

[Raven]

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!

[elperepat]

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.

[vincentdemers]

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

[Luc_MTL]

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.  

[t_bogdan]

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.

[t_bogdan]

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...

[Kirkgj]

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.

[Ercic]

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.

[StanLee]

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!

[terence]

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.

[BuzzT]

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.