I have recently switched from BT to Virgin broadband, and use Superhub 3. Ever since the switch, I have been unable to connect to my work computer via Microsoft Remote Desktop when using my home broadband. If I use any other broadband provider when out and about, I am able to connect with no issues, so I know that the problem is purely with Virgin.
I have tried adjusting my firewall settings and port forwarding. I have spoken to our IT support who only knew how to tackle the problem when using Superhub 2, but I can't find equivalent setting with Superhub 3. I have also had lengthy conversations with Virgin, speaking to 7 different people before finally being told that Virgin does not support MS Remote Desktop, therefore they are unable to help me and I will have to find my own solution. I have literally spent hours trying to resolve this, as I work from home quite often, so would appreciate any suggestions!
---------------------------------------------------------- If someone's helped you out say thanks by clicking on the thumbs up. If someone's solved your problem, why not mark their message as an Accepted Solution
Thanks for your reply. I had actually already tried this, and it resulted in me being locked out of the internet and my account, followed by a half hour call to Virgin to fix the problem. I have just tried again and the same thing has happened - the system has crashed in the middle of switching to modem mode.
Coupled with this, is the fact that my ethernet cable does not appear to be compatible with my Macbook, so even if the switch had worked, I wouldn't be able to test whether MS Remote Desktop was working.
I really wish I had never made the switch to Virgin because there seems to be no solution to the problem, which means I am no longer able to work from home, or I have to go out and find somewhere with wifi that I can use every time I need to do some work that involves accessing our accounting system. I'm sure there must be a quick fix but Virgin are unwilling to help in any way. And to think we only moved from BT because of the atrocious customer service!
Sorry you're having this problem. Are you aware of anything that may have triggered the issue (you say it started the previous Sunday)? Had it worked previously?
If the answer to the last question is yes then I'd advise a factory reset of the Hub.
If that doesn't help please let us know what you are doing and at which it's failing for you.
We have completely changed the router, but the issue is still the same.
To reproduce the issue:
We are using a macbook Pro and trying to connect to a remote computer using Microsoft Remote Desktop. Sometimes it drops the broadband connection right away, sometimes we can use the remote computer for 10-20 minutes, sometimes just for 1 minute. When the connection is dropped we can't connect with any other devices to the internet, like a phone, table or another computer.
When we exit from MS Remote Desktop, then the broadband connection comes back.
There is no issue at all if we are not using MS Remote Desktop.
We also tried it with using another provider: Sky and it worked fine, so I guess the problem is with Virgin.