Hub 4 TLS Latency with Firewall Enabled (Firmware 01.04.092.07.16) — Consistent 5s Handshake Delay
Posting to document and seek advice on a consistent issue I’m experiencing with a Virgin Media Hub 4 running firmware 01.04.092.07.16.EURO.PC20. Summary of Fault: When the firewall is enabled on the Hub 4, there is a consistent 5+ second delay during the TLS handshake phase for HTTPS connections. This occurs on all sites and has been replicated using curl, browsers, and diagnostic tools across multiple devices. When the firewall is disabled, TLS handshake times return to normal (100–200 ms), and all delays disappear. This behaviour is identical to the one reported in Community Thread ID 5475086, which attributes the issue to firmware 01.04.092.07.16 and confirms that it is resolved in firmware version 01.04.100.xx.xx.EURO.PC20 or by switching to a Hub 5. Technical Diagnostics (example curl results): With firewall ON: DNS lookup : 0.006204s TCP connect : 0.006792s TLS handshake : 5.094022s Server proc. : 5.152472s With firewall OFF: DNS lookup : 0.010297s TCP connect : 0.011480s TLS handshake : 0.103843s Server proc. : 0.151060s No DNS changes or browser settings affect this. The delay is introduced at the router level and consistently impacts every HTTPS request. Actions Taken: Factory reset of the Hub 4 Wired and wireless testing across multiple machines Replicated issue on different OS and network stacks Rebooted between firewall toggles What I Need Help With: Can anyone confirm the latest firmware version for the Hub 4 and whether they’ve received 01.04.100 or higher? Has anyone else on M350 or below had this resolved via firmware push or Hub 5 swap recently? Can any Virgin Media staff confirm if this fix is being actively rolled out or applied on request? Complaint reference already raised: C-0506256775 Thanks in advance to anyone who can shed more light. Happy to provide additional logs if useful. – KTotal loss of service for 8 weeks
Hello community, I feel like this is the last turn to take and I hope someone can help. case reference: C-2509241726 We haven’t had internet since our contract started 8 weeks ago. we have had 4 technicians visit, each one said they can’t help. we’ve spent 165 minutes on the phone to Virgin media help center over 15 different conversations. Countless e-mails backward and forward with the email resolutions team I expect close to 20. In the first days of the issue the problem was promised to be fixed on 18th September. now we are 8 weeks down the line and I am pulling my hair out. No one can give me a real answer of what the next steps are. we work from home and the data on our mobile phones keeps running out and only provides a poor connection. every call or email or WhatsApp with the Virgin media help team we have to start the story new, telling the person the situation and then they basically say oh just wait longer or oh I’ll send a technician, but none of these solutions are working, we have been so so so patient but I honestly don’t know how I can wait any longer. i need to know what is happening and when I will have my internet finally! One excuse we have heard is that the cables under the road / pavement have been cut, but our Neighbour 2 doors down has a Virgin media connection working fine. This topic has consumed my life for far too long with a repulsive customer service, this case has been handled disgracefully by any standards, let alone a reputable company. please someone, look into the case properly and help me find a solution.