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

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 to 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 routers. If, for any reason, an IP provider should not support IPv6, the user may be out of luck.

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:

If there is a website that you believe is safe, but has been blocked, you can report by emailing [email protected].

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 turns off the virus protection and save your changes, you should be able to download again.

 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 ...

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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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 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 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: