Forum Discussion

winch1's avatar
winch1
Joining in
10 months ago

VPN connection is throttling

I have purchased an L2TP tunnel from Andrews & Arnold - it's a 6in4 tunnel.  My 350Mbps connection is being throttled down to about 30Mbps through the tunnel.

It seems this is a common problem for L2TP, and widely reported.  I understand it is fixed by the Superhub 5, but I only have a Superhub 3. I also understand that some firmware fixes were in the works several years ago, but if they are applied, they are certainly not working in my case.

I have spent several hours on chat support.  I have suffered the usual gaslighting and misdirection from this team.  I hope that this forum will be more productive.

Please can somebody assist?  What can I do?

  • Carley_S's avatar
    Carley_S
    Forum Team
    10 months ago

    Hi winch1 

    Welcome to the community forums 

    Sorry to hear that you're having concerns with your set up. 

    We do not support VPN's, third party set ups or network customisations on our routers, so the forums team wouldn't be able to assist you with this query. The community members maybe able to assist further on the set up with advice and steps on how you maybe able to work this as we have many members with a wide knowledge on network set ups. 

  • winch1's avatar
    winch1
    Joining in
    10 months ago

    Hi @carley_s,

    Please can you direct me to the part of the agreement that states VM doesn't support VPNs, and clarify what exactly qualifies as a network customisation or third party set up?

    I'm actually using the VM router in modem mode, so I'm not asking it to do anything but transfer packets.  To be clear, it appears this is a common issue which is fixed with the Superhub 5, so it does appear that VM have supplied me with a sub-par modem.

    Thank you.

    • Carley_S's avatar
      Carley_S
      Forum Team
      10 months ago

      By support we mean we aren't able to support you with the set up and troubleshooting of any VPN or third party device/set up concerns you may have. 

      So any third party routers and other networking devices, software such as VPN's which can change your networking data and performance and set ups such as third party mesh set ups, booster/extender, switches, cabling ect - we wouldn't be able to support with here as we'd only be able to assist with our own equipment at it's default settings.  

       

      Virgin Media hold no responsibility for any faults or concerns from third party equipment. This is outlined in our terms and conditions here in Section E part 6. 

       

      If you have any concerns with your third party networking set ups,  you can sign up for our HomeWorks service if you haven't already. This has the benefits of speaking with our gadget rescue team to see if they're able to assist further with anything third party related such as VPN's. This is a chargeable service and you can find more information here if you need.

       

      The Hub 3 isn't a sub-par modem for the services it is designed for. The Hub 4 and 5, whilst is an upgrade, is provided only to those on the higher speed tariffs as these are not supported by the Hub 3. 

    • Anonymous's avatar
      Anonymous
      8 months ago

      They're unable to offer any support for the products they sell so you've no chance.

      • Paul_DN's avatar
        Paul_DN
        Forum Team
        8 months ago

        Hi big_christian,

        Thank you for reaching out to us in our community and welcome, we are sorry to hear you feel like we are unable to offer support, so we can try to help please can you expand a little on the issue you are facing?

        Regards

        Paul.

  • Anonymous's avatar
    Anonymous
    8 months ago

    I'm not facing any issues so feel free to get back to removing my posts if you like.

  • Martyn's avatar
    Martyn
    Superfast
    8 months ago

    Are you on the light package? -.-

    You are better off getting a VPS with fewer limitations.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    8 months ago

    You have bought a professional product from A&A. Using it on Virginmedia is like using a Ferrari on a farm track.