Battle.net, WoW & Mobile App won't connect

Support Technical Support
1

Hi.

I’m in the UK. My ISP is Virgin Media.

Battle.net, WoW and Mobile App will not connect on my home broadband, if I switch to VPN (UK) it will connect and I can play. The mobile app works via 4G, but not of WiFi (via my home broadband).

It was working fine yesterday up until 5pm (UK time) when I switched off PC to have dinner. Switched on PC afterwards and it won’t connect/login, tho I can access website and forums without issues and all other sites load fine and have tested that my internet is working.

I have switched off both router and Virgin Media hub, then first booted up hub (which is in modem mode), then booted up router.

I’m using OpenDNS for my DNS servers, as I know that my ISP’s DNS servers can be unreliable. I also doubt this is this issue, as game was working yesterday and I’ve been using OpenDNS for years with no issues.

Starting to think it’s something to do with my ISP, if things work via VPN and mobile app works via 4G.

I have the traceroute text files (3 files to cover the 3 different IP addresses for WoW) & Looking-Glass text file on my PC, if needed I can attach to post (either as text files or all in a zip file).

2

After further tests, which involved resetting the router’s DNS servers to ISP’s DNS servers. The same issue is still occurring, no connection/unable to login to Battle.net, WoW or mobile app.

So that rules out a DNS issue on my end, but doesn’t rule out any issues with my ISP. Unable to find anything that’s been reported to my ISP about connection issues with Battle.net, WoW or mobile app.

3

Virgin have had problems in the past with throttling Warcraft data and messing up latency. Contact them and get them to sort it again.

4

How do I contact them as phoning them isn’t easy at the moment due to pandemic they have fewer sfaff in call centres.

Also, am I correct in assuming it’s the faults/technical support team I need to speak to instead of customer services.

5

I’m with Virgin Media and not having any issues, but it could well be routing issues in your area.

It would be faults/technical. If you have a landline with Virgin you can call 150 or if not 0345 454 1111

6

Changed DNS server from OpenDNS to Google then rebooted my router, and I can now connect/login to Battle.net, WoW and mobile app.

Any ideas how I fix issue with OpenDNS ?

7

You would need to talk to them about that.

8

I use my ISP (Virgin) DNS and Google as backup DNS. Never used OpenDNS.
You could try flushing your computer’s DNS cache.
Click Start and type CMD, it should find Command Prompt, RIGHT click it and choose Run as adminstrator.

In the window that appears, type:-
ipconfig /flushdns
when it finishes just close it.

9

Tried flushing PC’s cache and my router’s cache to no joy. Only changing to Google DNS fixed the issues.

10

Leave it on Google mate. They have always had very reliable DNS.

11

Finally found the real issue.

Battle.net’s IP had become blocked in the router’s firewall.

Unblocked & whitelisted it, switched back to OpenDNS, and all is fine.

Battle.net loads, game loads, and mobile app works. Not sure why Battle.net’s IP had become blocked, but at least issue is finally resolved.

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