Issues with 2.5Gb Unmanaged Switch and 2.5Gb Port

[throwawayoma]

I recently got my Hub 5 with gigabit internet. I was using a gigabit switch with no problems but would only get 950Mb to my 2 PC's. Then I purchased a 2.5Gb Switch, connected it to the 2.5Gb port and for a week had 0 problems. My PC would get 1150Mb while the other still only received 950Mb as it's motherboard is too old. Then suddenly my PC's would not be able to access the internet. It just shows unidentified network or will show it connected but have no access to the internet. The weird thing is that if I connect the 2.5Gb switch to the 1Gb ports it works but doesn't use the full speed. Whereas if I connect my gigabit switch to the 2.5Gb port, that works but caps out at 1gb.

I even thought my 2.5Gb switch was faulty so I returned and got a new one and it has the exact same issue straight away but this time it didn't even work for a week. Just to be sure I connected the same cable I used from the router directly to my PC on the 2.5Gb port and my PC gets the expected 1150mb.

Does anyone have any idea on how to troubleshoot this or what could be wrong?

Switch: https://amzn.eu/d/1XIolIv

[Steven_L]

Thanks for coming back to us DJSONIC. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[jhactually]

The solution to this problem is on the previous page - it was a firmware problem.

My router updated again this morning and REINTRODUCED the same fault, taking out my internet connectivity until I used a 1Gb port instead of the 2.5Gb. (DOWNgraded to Version LG-RDK_7.6.20-2306.5)

This was a known problem with a known solution, and you've gone and done it again!  I'm thinking you've re-enabled the green Ethernet for that port in the firmware.

Sadly, nobody at VM seems to know what a 2.5Gb port even is - let alone how to fix it.  My contact at Virgin (the real Virgin) is away so will prob have to wait until he returns.

Please down(up??)grade my router to Version LG-RDK_8.10.26-2309.3 which does not have this fault.

Why oh why do Virgin Media not test these things properly?  Why do you not have testers selected from your users who would probably do a better job of finding faults?

Your internal testing is obviously inadequate.  Last time this problem cost me about 4 hours and lots of rudeness.  It cost VM £50 for that.  How does this make sense?

[legacy1]

really VM?

[jhactually]

Any danger of this being fixed (again) @Steven_L?

I've literally printed out the solution - please can someone help?

[Sabrina_B]

Hi @jhactually 👋.

Thanks for reaching out to us, apologies you are having issues with the 2.5Ghz. I am afraid we have no influence over the Firmware that is pushed out to the Hubs, nor can we change the firmware that is in the Hubs. Since your post have you checked your Hub for the Firmware that you speak of?

 

[jhactually]

Ok - where to  start.....

I didn't mention 2.5GHz anything!  GHz and Gb are TOTALLY different, and probably something support staff should know?

Having messaged support on X - they have managed to get my router updated, back to the working firmware.

The Superhub 5 does not allow the users to check for firmware updates, though this wouldn't have helped as my router had just been 'updated'

So last, you (VirginMedia) were able to fix the problem you claimed could not be fixed.  I don't know why you couldn't contact the dept they did?

Support has never been VMs strong point - and it continues to get worse.