Hub 5x Outage and Firmware Update
Further to previous posts So my Internet only works in DMZ or wih a VPN Without those on Ive run a Ping Test for 5 Min I get spike readings of up to 8000 on a ping Test but settles down to under 20 but seems to go above 500 every min or so Then used another testing site and got this I had no issues until Outage last wednesday and then a firmware update Virgin not helping say resolved but keep probing say relate to outage Total packets Sent: 2620, Received: 319 Call Quality Estimation: Overall estimated call quality score based on round trip delay, jitter, and packet loss rate. 4.5: Excellent (Imperceptible) 4.0: Good (Perceptible but not annoying) 3.0: Fair (Slightly annoying) 2.0: Poor (Annoying) 1.0: Bad (Very Annoying) Your Results: Average Score: 1.18, Minimum Score: 1.00 Packet Loss Rate(%): Packet loss happens when a packet does not arrive, arrives out of order, or arrives too late. > 10.0: Might cause frozen video and broken audio. >= 2.0: Might cause low video FPS, and audio quality might be affected. < 2.0: Video/Audio quality will not be affected. Your Results: Average Loss(%): 91.46, Highest Loss(%): 100.00 Average Round Trip Time(ms): Time it took to send a packet to the server and receive it back. > 300: Might cause unnatural delays in an audio conversation and disconnect between audio and video. Your Results: Average Delay(ms): 2.25, Max Delay(ms): 23.00N8 Crouch End (North London) continued outages
Ive been a virgin media customer for around 12 years and never has it been this bad. After a over week long outage in May into June, here we are again with another broadband outage which has been a week long with text message updates that just keep extending the period of when it will be fixed. Why cant we know exactly what is causing all of these outages all of a sudden? Compensation doesn't cut it given we are in the middle of summer break, kids have no internet and i can only tether so much from my phone, lets not even get to discussing trying to WFH. Im tired of same generic messages that give no info, give us some transparency! Is there a fault with the core wiring under the streets, is it the cabinet, its the least VM can do. My confidence in the product has massively declined given the length of these outages. I dont mind a day here or there but weeks of outages are not acceptable by any standard.No internet. Hopeless customer service
Hello all. Hope can get some help. Been a week with no internet. Just stopped working one afternoon and all I’ve had since then is ‘will be fixed by this afternoon or tomorrow morning at this time’ etc etc. Have faulty code F011829538 but cannot see any info about it. Any idea how I can find out how long this is going to go on for?? Thank you in advance as it’s really frustrating at the moment!!!Internet dropping out for 30 seconds daily
My internet drops out for a couple of seconds every day. I only notice it happen in the evening, when I'm gaming. I have kept track of every time it has disconnected. It will reconnect itself, but the outage last long enough that I am disconnected from any game I am playing. Outages happen at the following times: 19:33 15/03/25 17:08 16/02/25 19:57 16/03/25 20:03 16/03/25 20:57 16/03/25 22:19 16/03/25 20:12 23/03/25 19:06 25/03/25 19:26 25/03/25 22:51 26/03/25 23:54 26/03/25 I have tried turning off intelligent wifi in the router settings, but this has not solved it. Send help.Ongoing Internet Outage Every Evening
For the past few days, my internet connection has been disconnecting every evening around 5-6 PM and only reconnects the next morning around 8-9 AM. This issue is seriously impacting my ability to work, particularly during my night shifts. I've checked the service status through my account, which always shows 'no issues' in my area. I've also taken screenshots from my Virgin Media Hub 5 as evidence. When I previously reached out to customer support, I was told that an update might be causing this. However, the problem persists with no improvement. I need this issue to be addressed with priority. A stable internet connection is critical for my work, and the continued disruption is causing significant stress. I would appreciate an urgent investigation, a clear timeline for resolution, and a technician visit if needed. Hoping for a swift response and a proper fix!Flashing red light on router and solid red light on wall box
My Internet died at about 8pm last night very suddenly, we have had no issues with any services until now. Tried to reboot several times with no success, the automated line claims there are no issues in our area, yet the app runs tests and tells me that there is an issue in my area and that the engineers are on the case? I cant get hold of anyone to report the issue and I'm sceptical as to whether their engineers are actually doing anything about it. Anyone else have similar issues? Or can give me an account of their experience with this sort of thing? I want to log it as an outage to get the compensation but that also seems impossibleOutage - 7 days
Hi, There is a 7 day outage in my area. The call centre operative says that. However when I said I need Internet at home - the call centre operative said that I can buy a dongle kit and virgin shall reimburse but would not give me any further details. What dongle can I buy and does anyone have experience of Virgin will honour this?Hub 3 not providing service paid for.
WiFi: House of 6 all complained to me (bill payer) that WiFi does not work. Fully recreated issue on my computer/laptop/phone. WiFi will either not work at all ei no connection or will connect and then not be able to take you to web. ethernet: Go to plug my computer or laptop into hub 3. Comes up with unidentified network. Proceeds to not work. Even when ssid comes up computer is not connected to internet. No issue on previous Ethernet connection held by either device. I would personally like a technician out as have had similar issues with previous virgin wifi. I want someone with more experience to assist in making my virgin internet better please. many thanks Aidan F