PACKET LOSS/DROPS
I've been having issues where my connection experiences spikes and complete dropouts, 30 minutes apart. I have been running BQM since Friday 6/6/25, as you can see in the attached graph from 8th-9th, the space between drop outs are quite consistent. I have: - Fully reset to factory settings. - Disabled IP Flood Detection (suggested solution on another site) - Tested other devices (another PC, 4 Phones, Xbox Series X, 2 TVs) all experience the same connection issues. - Pinged various IP Addresses and all came back with no loss. I am connected via Ethernet to the 10gbps port, my PCs ethernet port is compatible with those speeds: https://www.speedtest.net/my-result/d/812c9d78-d2e7-4766-9f17-9cd7acd688b1 Other devices are Wifi (PC is Wifi 6, rest are 5ghz/2.4ghz) Package Info: 2gig up and down These are my router stats: PON modem status Online Connection mode IPOE IPv4 firewall Online IPv6 firewall Online IP_VOIP Down IP_DATA Up Transceiver temperature 29 Transceiver voltage 3 Laser bias current 12 ONT transmit power 5200 ONT receive power -16400 Network access Allowed Baseline Privacy disabled PON Mode XGS-PON 09-06-2025 11:12:46 notice GUI Login Status - Login Success from LAN interface 09-06-2025 11:11:29 notice erouter0 ipv6 address is empty 09-06-2025 10:56:29 notice erouter0 ipv6 address is empty 09-06-2025 10:41:29 notice erouter0 ipv6 address is empty 09-06-2025 10:31:20 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:31:14 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:37 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:06 notice GUI Login Status - Login Fail from LAN interface 09-06-2025 10:26:29 notice erouter0 ipv6 address is empty 09-06-2025 10:11:29 notice erouter0 ipv6 address is empty 09-06-2025 09:56:29 notice erouter0 ipv6 address is empty 09-06-2025 09:41:29 notice erouter0 ipv6 address is empty 09-06-2025 09:36:50 notice IPoE IPv4 ping failed 09-06-2025 09:26:29 notice erouter0 ipv6 address is empty 09-06-2025 09:11:29 notice erouter0 ipv6 address is empty 09-06-2025 08:56:29 notice erouter0 ipv6 address is empty 09-06-2025 08:41:29 notice erouter0 ipv6 address is empty 09-06-2025 08:37:10 notice IPoE IPv4 ping failed 09-06-2025 08:37:00 notice IPoE IPv4 ping failed 09-06-2025 08:26:29 notice erouter0 ipv6 address is empty 09-06-2025 08:11:29 notice erouter0 ipv6 address is empty 09-06-2025 07:56:29 notice erouter0 ipv6 address is empty 09-06-2025 07:41:29 notice erouter0 ipv6 address is empty 09-06-2025 07:36:49 notice IPoE IPv4 ping failed 09-06-2025 07:36:39 notice IPoE IPv4 ping failed 09-06-2025 07:26:29 notice erouter0 ipv6 address is empty 09-06-2025 07:11:29 notice erouter0 ipv6 address is empty 09-06-2025 06:56:29 notice erouter0 ipv6 address is empty 09-06-2025 06:41:29 notice erouter0 ipv6 address is empty 09-06-2025 06:36:59 notice IPoE IPv4 ping failed The network logs go much further, with regular error messages stating "IPoE IPv4 ping failed". This will be the 2nd router I am on, having the 1st replaced by an engineer for similar issues. Frankly, at £96 per month, I expect a far superior service. The speeds are good, sure, fantastic even. But it's no good having "lightning speeds" when you can't use them! If anyone else is experiencing this issue, or similar, please feel free to contribute your findings. VM, I eagerly await your advice/solutions as this is now affecting my employment. Regards.Hub 5 Modem Mode BROKEN
I have a Hub 5 which I've been using in modem mode with a PfSense router. Late last night the internet cut out, and the Hub 5 has now reverted itself to router mode. I've tried putting it back into modem mode but it just hangs on the 'Applying Settings' screen and the Hub 5 does not reboot or enter modem mode. I assume this is another unsolicited, broken firmware update from VM. This needs to be fixed ASAP.Using Deco S4 with TP Link Archer AX72
Hi, I've got my Virgin Media Hub 5 in Modem mode and have connected my Archer AX72 router to it. The AX72 router is in my office and hardwired to my PC and console and all other devices are connected via Wi-Fi from the Archer AX72. I want to connect my cable box and TV in my living room via ethernet. Can I buy the S4 an connect it to my AX72? If so shall I have the S4 in Access mode or Router mode? Will the devices around the house still work via Wi-Fi from the Archer or will I need to connect to the Wi-Fi on the Deco S4? Kind of new to these things so any suggestions and help would be appreciated. ThanksNetworking and WIFI Pods setup complaint
Right then, this has been a bit of a kerfuffle with Virgin Media, hasn't it? To make matters worse, I also work from home, and these ongoing issues have been directly impacting my ability to do my job effectively. On top of that, I've had to book time off work for engineer visits and to deal with these issues over the phone, and yet things still aren't being resolved. **we have previously used TP-Link Deco mesh networking, however we found that our £300 wifi setup didn't play well with the virgin equipment, and considering that wifi maxx is part of our plan i feel like we shouldn't have to buy third party equipment to use the network especially when as said its fully part of our plan. So, I'm reaching out here hoping someone can lend a hand. This all kicked off last month when my contract was nearing its end. Upon contacting retentions, I was offered the exact same package at three times the price, which I naturally declined. However, it seems a call centre agent went ahead and processed it anyway without my agreement. On the plus side, during that call, I did request a black WiFi Pod to replace one of my white Plume pods (and was told to call back for another once it arrived) and also a replacement hub, as we've been experiencing intermittent WiFi dropouts after power cuts, to rectify this we have to log into the GUI, and physically turn on the wifi almost as if the configuration was being reset. Understandably, I rang back rather frustrated and was put through to retentions again. This time, they offered me my original deal at a much more agreeable price, which I accepted. However, the advisor neglected to mention that agreeing to this new contract would cancel any pending orders on my account. at some point between this and my next call i got an email saying we are sorry to see you go and that they were sending me a returns kit for all my equipment. To make matters worse, this new contract wasn't applied to my account, and I was still being charged £90. Cue another round of calls and complaints which was difficult to get through to as all these ajustments on my account made it to where if i rang from my mobile number all i would get is the payment line telling me i owed them £290 and wouldnt connect me untill payment was made. so to sort this i litterally had to use my mates phone and bodge it through as the telecoms systems wont connect you if you 141 your number, which genuinely wasted about twelve hours of my time over three days! Eventually, they did manage to get the correct deal on my account. At this point, I was assured that despite all the previous issues, a Service Request Order (SRO) would be raised for an engineer to visit and for two black WiFi Pods to be ordered. We need these black pods for networking purposes as we have Ethernet in every room due to thick concrete walls, and we intend to wire them in. he also made several adjustments to my bill, as they had also neglected to tell me about paying a month forward which felt like them trying to scam me so i didn't accept the charged. The engineer who came was great and did improve our speeds on the gigabit line by replacing some cabling and a junction box. However, it hasn't resolved the WiFi issues. He mentioned he had the WiFi pods but not the power cables due to a shortage of equipment and that I would need to contact Virgin Media again to get them sorted. So, I waited until the 14th and got in touch. I spoke to support and requested the two black pods again. The advisor informed me that she could raise another SRO and get one black pod sent out, and I would need to wait until the first one arrived before calling back for the second. The package arrived today in a smaller box than expected, and you've probably guessed it – they've sent me another white pod! So now I have three single-port white WiFi pods that won't relay the signal, and I can't daisy-chain them into my network and a hub 5 that is reseting its self on power loss.... Could someone please help me sort this out? It seems like every time a request is made, there's a mix-up somewhere along the line, and it's now directly impacting my ability to work from home and costing me time off work to try and get it fixed. The virgin phone tree system also needs looking at as its genuinly next to impossible to get through to anyone i needed. [TLDR] Dealing with Virgin Media has been a frustrating and time-consuming experience, starting with an incorrect contract and leading to repeated errors with WiFi pod orders. Despite numerous calls, wasted time, and even taking time off work for an engineer visit, I'm now stuck with three incorrect white WiFi pods that don't meet my networking needs. I urgently need assistance in getting the correct black WiFi pods so I can resolve my ongoing WiFi issues, which are impacting my ability to work from home.
Pods not connecting to new hub
Hi, I was recently upgraded from a Hub 3 to a Hub 5. I have 2 Wifi Pods that will now not connect to the new hub. I have spoken to someone on the phone with virgin that was unable to solve the problem - they said they would arrange a call back but its been a while now and I've heard nothing. Does anyone know how to solve this issue? ThanksHub 5 dropping out
For the last two weeks we keep losing our internet connection. I have used the app to report the fault, messaged and phoned. We need to perform a factory reset at least once every 24 hours, but since it then works I seem unable to get support to resolve the root cause. I have currently been on the phone for 30 plus minutes trying to speak to someone again, but still without any joy. Any help or suggestions welcomed.
