VPN Connection Issues - New Install

[MajinB]

Context

I have recently signed up to VM after their Nexfibre XGSPON became available in the area. My internal routr installation took place earlier this week (17/09/2024). The purchase of the package was made about 2 weeks prior. The Hub installed is the 5x, so no modem mode. My old ISP is still active at the address within the cancellation notic period.

Problem

As soon as VM was up and running, the first thing I noticed was issues with my Personal Internet Access (PIA) VPN. It had trouble connecting, and if it did manage to connect, the connection would quickly drop. Rinse and repeat. 

The bigger issue arises when trying to work from home. I tried connecting with my work VPN (Cisco Secure Client) and it just does not connect. Either saying "Could not connect to server. Please verify internet connectivity and server address". Or simply display "Limited Access - DNS Failure". 

This is completely unnacceptable. 

Solutions Attempted

1. Connecting my personal PC back to old ISP router - PIA VPN Works fine.
2. Connecting Work laptop to old ISP router - Cisco Client VPN works fine.
3. Connecting those devices to a mobile hotspot - Both PIA and Cisco work fine on personal and work computers.
4. Connecting to VPN when connected to my virgin router - Fails to connect or DNS issues.
5. Setting DNS to Open DNS on my PC while connected to virgin router - Still does not resolve the issue.
6. Turning of parental controls from VM Security settings - Tried and does not resolve it.
7. Turning off virus protection from VM Settings - Tried and does not resolve it.

Next Steps/Questions

1. Is there a solution to this?
2. What solutions can I try beyond the ones already mentioned above?
3. Is my cooling off period from when I place the order, or would it be from the 17th, when the installation happened?

These issues are completely unnacceptable for such a large ISP. If I cannot even use my service to work from home, then there isno point in having the higher speeds compared to my old ISP. I would appreciate any help or advice, as otherwise I would like to cancel asap before my cooling off period finishes, as I do not want to be stuck with VM for 18 months with no ability to use VPNs or Work from Home.

Thank You.

[MajinB]

So the Cisco client when it shows the DNS failure error happens when it's just been open, but not yet connected. Sometimes when it fails to connect it gives the dns failure again. The personal PIA VPN, doesn't give a specific error, usually says to check connectivity or just drops saying no Internet connect, even though the connection is very much live. 

[MajinB]

Hey, as another update. I have managed to get the hub into modem mode, though not official supported or available in the hub settings, I found a useful online resource that shows the mode mode setting still accessible through a different route.

Having done this, I have connected my own router now, and it seems to have completely resolved the VPN issue...  I am confused then, why with the Virgin Hub 5x in its normal setting causes so much issues with VPNs, while modem mode with my own router is working great. It is unfortunate that this is not officially supported still, as this would alleviate a lot of headaches for a lot of people. 

What do you think the problem is then with the VPN, the hub just causing issues and throttling or shutting them down, or there being DNS issues?

[Client62]

Brilliant !

Documenting the steps or link to the process to get a Hub 5x working in Modem mode
would be a huge bonus for many fellow XGS-PON customers ...

[legacy1]

that on the 10Gb port?

[MajinB · Accepted solution]

Hey, unfortunately not, it is only on the 1Gb ports.
 
@Client62 yeah hopefully it can help someone else.

For anyone in a similar situation, please search "Hub 5x working modem mode" on a search engine, I would post the link directly, but unsure about the rules regarding posting external sources.

In summary: 

1) Disable DHCP, DMZ and UPNP from your Hub 5x settings.

2) Try the following address in your browser to see if the Modem mode option shows: http://192.168.0.1/?page=modemmode 

3) Unplug anything from the Hub 5x apart from the router you want to use. 

4) Enable Modem Mode and wait for the Hub to restart, you shoud see a steady green light on the hub. 

After this, things should be working and your router should take over the rest.

If you have issues, simply reset the hub using the reset button on the Hub 5x to go back to factory settings. 

So far for myself it has been working okay. I will be working from home over the next few days to see VPN stability. The one issue noticed so far is that the virgin Hub 5x is no longer accessible via the IP address when typing it into the browser, so unsure how to resolve this yet. 

[Bytors]

Just adding my 2 cents here as I was going to ask the same question as I am having similar issues with throughput but I thought I'd add my experiences. I also recently switched to a Gbit link and a Hub5 connection. I use multiple VPN's to different clients all day long (Forticlient) and encounter no issues with connectivity or VPN stability. Now, the personal VPN that is a different issue. I use Mullvad - I have found that I can get decent performance if I use a different endpoint. A bit of trial and error but on the speed test I can get 800 Mbps plus which is sufficient for my needs. I have seen connections typically come in at 200 Mbps on the VPN but changing it to a different endpoint dramatically increases the throughput - also using Wireguard and not Openvpn - prob specific to Mullvad.

Cheers