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Support Center

OPEN: Virgin Media Users Having Issues

Last Updated: Jul 15, 2014 11:07PM CEST
​Some users are currently experiencing issues using our DNS. Please see the explanation below.

Scenario 1 – Unlocator Not Unblocking Sites

Virgin Media now appears to be doing DNS hijacking. This practice means that they are redirecting DNS traffic to their own servers regardless of the fact that you as a customer have set different DNS servers on your equipment. Instead DNS request are sent to the Virgin DNS servers and Unlocator is bypassed. 

Virgin calls this “service” Advanced Error Search. You can opt out of this “service” here
Some users are reporting that the OPT out is not working. Please contact Virgin Media and make them aware. 

Scenario 2 – I Have no Internet Access

This is once again due to the fact that Virgin Media is doing DNS hijacking (see above). Your DNS requests are then redirected to Virgin DNS servers. However, Virgin has been having issues with their DNS servers lately so traffic is basically being redirected to DNS servers not working. More info here.
Once again try opting out of the Advanced Error Search “service”

How to Bypass DNS Hijacking

More advanced users can redirect their DNS traffic to port 54 instead of port 53 normally used for DNS traffic. This will bypass the Advanced Search Error “service” from Virgin.

However, this method is for advanced users only and you need to have a separate router with DD-WRT installed.


First step of troubleshooting should always be to restart device(s) and router. Then check your account status in your account home. You should always see 3 green check marks if the device you are using to visit the account home is set up correctly.

What is Unlocator?

Unlocator is a DNS service, which allows you to safely browse the Internet without borders. No speed loss and best of all you can try it for free – no credit card needed.

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Are you stuck ? Then try the troubleshooter.

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Before You Contact Support

  1. Verify that your device or connected router is using Unlocator.
  2. Restart device and router.
  3. Check your account status from a computer or device that is connected to Unlocator by visiting your account home.
  4. If the above steps don’t work please contact support describing your issue and steps taken to fix it.
Contact Support

How to Format an IP Address

Some devices require you to use 3 digits pr. decimal when setting a DNS. You can format our DNS in the following ways:

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