Hub 5x issues on firmware 7.8.3-2410.5
Hi, Since my Hub 5x auto-updated to firmware 7.8.3-2410.5 (around 20/08/25), my broadband has become unreliable for online gaming. What’s happening: - Games disconnect after 2–10 minutes, every time. - This happens on multiple devices (Iphone and Samsung Galaxy S25 Ultra). - General browsing and streaming seem fine, but anything that relies on a stable connection drops out. - Pings sometimes show duplicate replies and big spikes in latency. What I’ve tried: - Disabled Smart WiFi and split 2.4 GHz / 5 GHz into separate networks. - Locked 5 GHz to channel 36–48 at 80 MHz. - Changed DNS to Google and Cloudflare. - Tested MTU (1472 works fine). - Tried keepalive scripts to hold the connection open. - VPN fixes the problem completely (but obviously I shouldn’t need to use one just to play games). This only started after the 7.8.3-2410.5 update. Before that, everything was stable. Can you confirm if this is a known issue with the latest Hub 5x firmware, and if there’s a fix or workaround? It looks like the router is mishandling online gaming traffic. Thanks.Hub 5 connection. 2 Engineers, 1 Specialist and counting!
So where to start…. I have a 1gig Virgin broadband line (500mbps boosted to 1gbps via VOLT). I have to start by saying that up until my last contract renewal not so many Months ago things were fine, I had next to no problems with my connection at all, very rarely would I encounter a dropout. I would 100% of recommended Virgin to anyone. That isn’t the case now however! We started getting intermittent drop outs in May this year. The connection would drop for maybe half an hour or so a few times per week. These were frustrating but I put it down to maybe Virgin doing some work their end or something like that. Bare in mind here I have a son who’s doing his A-Levels and a daughter who is going into her GCSE exam year this year, NOT GOOD. These dropouts started becoming more frequent and really had me questioning things now. Many times Virgins online status check as being fine in the area, it would take me through the usual power down of hub etc. Sometimes this would work, sometimes it wouldn’t. I ended up getting an Engineer out. He replaced the metal Coax wall connection. He did various line checks and couldn’t see any issues with that. He assured me it should be fine now, giving me his number in case of ongoing problems. Needless to say, this fixed nothing. I contacted him and he arranged for a different engineer to visit since he wasn’t available. The next engineer arrived and did the usual checks on the line. Didn’t find a thing. He decided the fault must be with the Hub so changed my older Hub to a version 5. I thought that would definitely sort out the problem… nope. Dont get me wrong, this did help for a bit. I’m not sure if that was just fluke or what but during the first few days things seemed alright. Then again the dropouts started again. This time we had complete loss of connection. This didn’t just go on for 30 minutes, we’re talking days of absolutely no broadband. Kids are on summer holidays, they both live on their electronic gizmo’s, Nightmare! At this point I’m really getting fed up. I’m taking note of the time outs and the duration. I’m taking screenshots of the Log from the Hub itself. These screenshots show critical error messages constantly. Various types. My speed checker showed decent download speeds but none existent upload speeds. Now onto the SPECIALIST engineer who got booked in for me. What can I say?? The guy couldn’t be bothered to look at any of the evidence I had collected, just kind of shrugged it all off as it was nothing. He mentioned my speed check test being irrelevant since Virgin only use Cisco checks. He replaced the external box saying it actually looked okay but had a bit of corrosion on it. Then he mentioned how many 5g channel connection was one of the high power drain ones so he switched it to one of the lower channels to reduce the power. He went on to tell me if I needed him to contact him on the number he called me on. I said I hadn’t received a call from him, they had my old number on the system. He stood me it was now updated and he would call me so I had his contact number once he had left. He didn’t do this either. Roll on to today. We’re still getting constant dropouts, nothing has changed. Looks like possibly another engineer visit and all I can think is what’s the point. Virgin customer service is a complete joke and I’m at my wits end with it all now. I pay a considerable amount for a sub par service and it’s no laughing matter. Has anyone else experienced anything like this? Is there anything I can do to sort this out. Please help.Constant problems, zero solutions.
So I've had intermittent problems over time. RCS Partial Service, Sync Timing, No Ranging Response. I know this is a problem with the box outside. How do I know? They've replaced the hub, the cabling in and out of my home, and rebooted everything so many times I just say I have at this point. The issue isn't my hub, it isn't the connections, it isn't the damn wifi as it's hard wired, it isn't the devices, it's outside. The box. Can someone tell me exactly how to get this issue raised to the right people, who will actually fix it, and not have to sit through 10-20 minutes of the most boring, mundane copy/paste directions and days waiting for another engineer to change nothing?Virgin Media Area Outage loop - N11 London
I’m at my wits’ end with Virgin Media. For over two months (since 31st May 2025), my broadband has been cutting out regularly. Every time I call or try to book an engineer, I get the same answer: They give a repair date, then either “fix” it for a day or two before the same fault pops up again — sometimes under a new fault ID — and the loop starts over. I went through my text alerts from Virgin and found a ridiculous chain of fault updates. Here’s the pattern just for this summer (those are only the alerts one, there were more in between those): 31 May – 12 June: Fault F011810225 — multiple repair date pushes, “engineer on the way,” “engineer on site,” then “issue fixed.” 24–25 June: Fault F011877105 — same story, marked as fixed. 21 July-25 July: Fault F011910493 . 25 July-31 July: Still issues and an operator ordered a replacement modem which did not solve the problem 3 August: Booked an engineer to fix this issue but this got cancelled for the area fault updated status 3–15 August: Fault F011937562 — constant shifting repair dates (5th, 6th, 8th, 13th, 15th), marked fixed… 15 August (Ongoing): The status has been (Fix( reset but there is intermitting issue when I check the website and I am sure it will re-loop Each “fix” lasts a couple of days at most before it’s back to square one. I’ve even had a technician appointment booked, then cancelled because it was supposedly “a network issue.” This has been going on for over 10 weeks now. I can’t get a proper engineer visit to my property. The “area fault” excuse keeps resetting the clock. Compensation is unclear unless I push for it. I cannot terminate the contract without paying for the exit fee Has anyone else had Virgin keep re-flagging the same problem as “new” to avoid escalation? How did you get them to actually fix the infrastructure, or at least give you consistent service? I’m considering filing a formal complaint and escalating to CISAS, but wanted to see if others have broken out of this loop before.Downstream Errors
Hello all! I'm on GIG1 internet and I'm seeing a lot of Pre-RS and Post RS errors on my router logs, I'm also seeing degraded service as well. Here is my router logs Pre RS Errors Post RS Errors 1 Locked 38 17729 0 2 Locked 39 48276 2399 3 Locked 39 44575 2091 4 Locked 39 38975 1699 5 Locked 39 30286 1225 6 Locked 39 29533 985 7 Locked 39 32463 670 8 Locked 39 31432 517 9 Locked 39 33555 410 10 Locked 39 37553 386 11 Locked 39 37327 365 12 Locked 39 38240 351 13 Locked 39 41601 381 14 Locked 39 44227 359 15 Locked 39 42714 310 16 Locked 39 43512 267 17 Locked 39 43463 219 18 Locked 39 43963 173 19 Locked 39 40106 125 20 Locked 39 39172 118 21 Locked 39 35245 66 22 Locked 39 30956 95 23 Locked 39 25546 16 24 Locked 39 23251 18 25 Locked 38 22762 12 26 Locked 39 17951 3 27 Locked 39 16290 0 28 Locked 39 16207 0 29 Locked 39 15500 7 30 Locked 39 14468 0 31 Locked 39 14347 0Hub 5 - No internet after factory reset, modem mode not working properly
I've had my Hub 5 running in modem mode with a GLiNet router for ages without any problems. Went away for 3 weeks and halfway through noticed my GLiNet had lost its public IP. Could still get to it through GoodCloud though and Ring doorbell was still working so didn't panic. Got back yesterday and foind it had set itself back to router mode somehow, didnt think much of it and would sort it in the morning. However, woke up this morning to no internet at all. I've factory reset the Hub 5 about 6 times now. The status page says it's got an internet connection but nothing I connect to it actually gets online. Tried my laptop, tablet, phone - all on ethernet and wifi. They connect to the Hub 5 fine but then just sit there with no actual internet. Tried switching it back to modem mode loads of times. Green light comes on like it should but then I can't get to 192.168.100.1 on any of the ethernet ports and my GLiNet router just sits there getting no IP at all. Virgin's website says no problems in my area (SS14). Waited 45 minutes on the phone this morning only to be told there's actually a network fault they haven't bothered updating their systems about. Fair enough if there is one, but the operator won't even consider that my Hub might be knackered until this mystery network issue gets sorted. Thing is, I reckon the Hub 5 has actually died. In router mode it connects devices but gives them nothing, in modem mode it looks right but you can't actually talk to it. That's not normal behaviour is it? Anyone else had a Hub 5 just give up like this? Wondering if something happened while we were away - power cut or dodgy firmware update maybe. Also if anyone's got tips for getting Virgin to actually look at replacing faulty kit rather than fobbing you off with phantom network faults I'd be grateful. Been messing about with this for hours now.Hub5x Ethernet ports not working
Hello, I’ve just had the Hub 5x installed, and it’s up and running and I can connect Wi-Fi just fine. I’ve plugged my Xbox Series X console from the router using a Cat 6 Ethernet cable, yet it’s not registering the wired connection. The cables have been tested and they work. Why is it not registering the wired connection? And what can I do to resolve this?Daily drop outs in GU52
We have been suffering daily dropouts in connection between 1 and 2pm over the last few days. Definitely noted on Friday, Sat, (Sunday I was out), and today Tuesday. A router reboot seems to resolve it, but super annoying Other feedback from neighbours suggests those in close proximity on the street having similar issues. Any ideas?