Urgent: Network Instability & Security Concerns – Requesting Escalation
Dear Virgin Media Community,
I’m reaching out to request urgent assistance regarding ongoing broadband and security issues associated with my Hub 5 router, which have persisted since mid-February. Despite contacting support and having a technician visit, my concerns remain unresolved.
Timeline of Key Events:
Mid-February: Started experiencing severe internet performance drops – often below 100Mbps on a 1Gbps plan.
26 Feb: Technician visit – isolator replaced but no diagnostics performed. I also raised concerns about router logs clearing unexpectedly.
Late February to Present:
Router logs often missing or wiped.
Devices experiencing random disconnections, particularly overnight.
Suspicious MAC addresses and ARP inconsistencies.
DHCP errors and upstream profile shifts in logs.
Router sometimes inaccessible (login fails until rebooted).
Unable to switch router to modem mode despite multiple attempts.
Security Concerns Raised:
Unknown devices detected on my home network (via Fing).
Router logs showed unexplained login attempts at unusual hours.
A connected Windows PC experienced remote setting changes.
A personal Gmail account was compromised alongside unauthorized banking and 2FA access attempts via mobile.
Suspicious redirect behaviour when accessing router or Virgin Media support tools.
Router Log Highlights (summary):
Frequent Upstream Profile Changes – may indicate interference or ISP-level issues.
DBC-REQ / REG-RSP Mismatches – signal parameter mismatches causing instability.
Dynamic Range Window Violations – indicates poor line conditions or signal mismatch.
SYNC Timing Failures – critical errors affecting modem connectivity.
DHCP Renew Warnings – lease renewals failing, causing IP conflicts.
T2/T3/T4 Timeout Errors – lost communication with ISP, potential instability.
Multiple GUI Login Failures – possibly unauthorized access or router instability.
Actions Taken:
Switched to Ethernet-only to avoid Wi-Fi hijack attempts.
Captured logs and network activity (including via Wireshark).
Contacted Fing support regarding missing cloud history (still unresolved).
Attempted to isolate devices, but suspicious activity continues.
My Requests:
Escalation to Virgin Media’s security or technical investigations team.
Review for possible unauthorized access at router or network level.
Help with switching to modem mode or arranging a secure replacement device.
A method to securely submit logs, screenshots, and documentation.
Due to challenges with contacting support and my compromised email, I’m posting here to escalate this matter. Any help or guidance from moderators or the community would be highly appreciated.
Thank you.
