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Tyler2510's avatar
Tyler2510
Joining in
15 days ago

Ps5 + Virgin issues

For the last 2 days I’ve been having issues with my Virgin broadband and my ps5, all speed checks etc come back fine but whenever a game needs to request data from a server or connect to a server there is connectivity issues which either fails or takes forever.

Ive tried contacting Virgin who says there is an issue with an error saying “Hub levels out of spec - engineer required” but I’ve now seen multiple posts on Reddit all have issues and the only thing in common is Virgin broadband.

I have tried everything i can think of so any suggestions would be appreciated.

 

tried a reset, modem mode, turning off smart channel, trying a guest network, port forwarding, wired, wireless, messing with settings on the router itself but it works perfectly fine on my hotspot so i know this is a virgin issue with ps5s

 

Broadband
Gaming
Help
issue
PS5

7 Replies

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  • Jontacular's avatar
    Jontacular
    Joining in
    15 days ago

    Exact same problem here - started over weekend and nothing I try changes it. I'm lucky enough to have two PS5s (didn't get rid of the old one when I got the Pro), so allows for a bit of additional fact finding that may be useful. One is plugged into the Virgin Media Hub (3.0) via Ethernet, the other is connected to Google Wifi (mesh network plugged into the hub). Both have the exact same issue.

    I have an engineer coming tomorrow and will point them to this post.

    • Jontacular's avatar
      Jontacular
      Joining in
      15 days ago

      Update: seems to have solved itself - can only assume the issue was at Virgin's end. I'd cancel the engineer appointment but the cookie overlay on the appointment manager website isn't working... sigh.

  • Client62's avatar
    Client62
    Alessandro Volta
    15 days ago

    So VM informed you the Power Levels are out of spec and presumably you have : 

    1) Booked an engineer visit to rectify the power levels.

    2) Reviewed the Upstream / Downstream status tabs where the Hub power & error levels are seen

    If there are Power level issues all the rest of the messing with settings will not help a jot.

  • rbdriftin's avatar
    rbdriftin
    Joining in
    15 days ago

    I'm having the same issue. I've been told that in order to sort this out you can change it in your account settings but the account settings page has been down since I started this service a couple of days ago. Truly a terrible initial impression of Virgin Media. 

    • Client62's avatar
      Client62
      Alessandro Volta
      14 days ago

      What are the "this" and the "it" that you hoped to change in the a/c settings ?

  • Blues65's avatar
    Blues65
    Tuning in
    14 days ago

    Hi

    Same issue.  I can get onlione to play GTA Online no problem at all.  Speed is very fast 350mbps either on wifi or cable connection. problem is cannot connect to rockstar servers to update game progress.  I have been advised by Rockstar tier 3 support to open various ports but as far as I can see nothing on the routre has any ports restricted.  I am actually on Virgin Media Business for my hub but clearly the issue is the same across their network.  Might just have to wait and see if it resolves itself.  I can connect on 4g with my phone's hotspot so I know there is no issue with my game file, my playstation or at the game server end - This is all some setting within the Virgin system that needs changing back to how it has been forever- until now  

     

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    11 days ago

    Hello Tyler2510,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you were having earlier in the week with your connection and trying to connect to the PS5 network. The issues should now all be fully resolved. Please let us know if you're still having any issues.

    Kind Regards,

    Steven_L