Some users in the UK and Australia may have problems accessing our servers from various ISPs including Virgin Media, BT, TalkTalk and Telstra.

Check the IP settings on your router

Most of our servers are using IPv6 addresses. If you do not have IPv6 IP address support activated, the server cannot be found. 

The solution from a technical point of view is activate IPv6 on your router. Problem: not all users will know how to do this and some users may not even have access to their  router. If for any reason, an IP provider should not support IPv6, the user may be out of luck.

Virgin Media users

What you need to do:

Change the DNS of your Network Adaptor from Blank Preferred DNS server: to 8.8.8.8 and Alternate DNS server: to 8.8.4.4 also make sure the IPV6 state is off and rebooted. You could also try 1.1.1.1 and 1.0.0.1 (https://developers.cloudflare.com/1.1.1.1/setting-up-1.1.1.1/)

If there is a website that you believe is safe but has been blocked you can report it through My Virgin Media:

  1. Register or sign in to virginmedia.com/myvirginmedia with your primary My Virgin Media username and password
  2. Click on My Apps
  3. Click on Web Safe
  4. Click Settings
  5. Scroll to the bottom of the page and click Report a Website

If there is a website that you believe is safe, but has been blocked, you can report by emailing websafefeedback@virginmedia.co.uk.

BT users

What you need to do:

This internet provider has added something new that's called BT WEB SAFE, it has virus protection and child protection on it. The child protection was already off, but BT has probably ticked the box web safe without you knowing about it, which is causing you problems clicking on the File Factory links. They will not download. As soon as you un-tick the web safe box which turned off the virus protection and save your changes, you should be able to download again.

TalkTalk users

 What you need to do:

TalkTalk has switched on Virus Alerts. Here's how to disable it.

Log in

Menu

My Account

My Services

View HOMESAFE Settings

You can keep SCAM PROTECTION... ON

Everything else is OFF ...

Telstra users

What you need to do:

Change the DNS of your Network Adaptor from Blank Preferred DNS server to 

8.8.8.8 

and Alternate DNS server to 

8.8.4.4 

also make sure the IPV6 state is off and rebooted. You could also try 1.1.1.1 and 1.0.0.1 (https://developers.cloudflare.com/1.1.1.1/setting-up-1.1.1.1/)

Additional info:

https://crowdsupport.telstra.com.au/t5/Home-Broadband/FileFactory-Download-failure/td-p/770153

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Still need help?

If the above solutions do not work, please try the following:

a) Use Incognito mode in Chrome or Private browsing in Firefox and see if that works

b) Make sure in your ISP or modem settings, that you are not blocking any kind of site or media via parental controls or something similar.

c) Use a free VPN such as Hola and let us know if that works: https://chrome.google.com/webstore/search/hola

d) Are you using any kind of firewall or anti virus software? If so please turn it off.

If you wish to submit a support ticket about this issue, please supply the following information:

  1. What are the URLs of the links you trying to download?
  2. Are you logged in?
  3. Are you a Premium member or a free member?
  4. What country are you in and what is your ISP?
  5. Are you able to sign in again and go to this page and export the diagnostic results so we can double check your status when signed in?

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