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): 23.00PACKET 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.Ping spikes since switching to VM and can't get through to anyone
Switched to VM in NOV 2024 on 18 month contract (M350) and get short ping spikes, spikes to anywhere between 100ms and 1000ms for like half a second then comes back down, every minute or so. Dealt with it for a few months maybe thinking it was just because I think VM recently became available in my area but now its just getting obnoxious. Past 2 weeks connection has been fully dropping for 5 to 30 minutes at a time at least once a day. Set up a BQM on thinkbroadband.com quite a while ago. Tried to call, can't get through to a human being. Can't chat to anyone online now because all it say is theres an issue and they are dealing with it but when it gets to the resolution date it just changes the date to the next day. Just would like any input on what I can do, don't want to pay cancellation fee but cant get through to anyone and would like to know whats going on in my area as others on VM in other places are fine. BQM Link for todays graph - https://www.thinkbroadband.com/broadband/monitoring/quality/share/6ab13255d0ee07331592fb9735b44fc3dd47ac36IP / Traceroute through Luton
I'm located near county Durham so having my data routed through Luton is confusing to me, IP also shows there too (not much of issue as BT gave me far away IP's before). I've seen a post or 2 without any resolve about using a local node instead of one so far away. Now ping is between 11-14, not bad at all, but with it being on their new XGS-PON network (NextFibre), I was expecting between 5-10ms, especially as my old GFast connection was a stable 12ms Speed tests to "local" locations - Newcastle / York / Manchester give a higher ping. 17-20ms on various servers for each. This indicates to me its hitting Luton then back up north again, then to me, but I could be wrong. New install today, Hub 5x of course being on XGS-PON So why is it i'm routed through Luton and could this be why the ping is higher than I expected? Also is there a way to have my WAN IP change to be more local (I've seen this mentioned) Traceroute example through 1.1.1.1 DNS (Cloudflare) [MOD EDIT: Images containing private information removed]Unresolved High Latency - Terrible customer service.
Hello, Im a customer of roughly 10 years+ and I’m experiencing ongoing broadband performance issues with Virgin Media since January 2025, including high latency, packet loss, and inconsistent speeds across both wired and wireless devices. This has made basic internet use — like streaming, using virtual desktops, or even signing into websites — extremely unreliable. Despite: • 3 engineer visits • A new router • Countless phone calls and promises …the issue is still unresolved. Third-Party Diagnostics: I had a third-party company run diagnostics, including a traceroute. Their analysis showed: • Data travels smoothly until reaching Virgin Media’s Luton data centre • From there, it appears to hit a problem with overloaded infrastructure or routing before reaching my home. • The traceroute could not even complete beyond Luton, indicating serious issues in the Virgin Media network itself They confirmed that the fault appears to lie within Virgin’s internal routing and node load balancing, and not with anything in my home setup. Complaint Handling Issues: This has been escalated through Virgin Media’s complaint process — but their handling of the complaint raises serious concerns: • A manager promised I could send in my diagnostic evidence via email — but never followed up • Another manager claimed engineers could “re-route” data to avoid congestion — this never happened • Virgin Media has closed my complaint without my consent, even though it remains unresolved • They have told me to wait up to 28 days for a deadlock letter, preventing me from escalating the issue to the Communications Ombudsman • They promised the 3rd engineer could re-route data, but he didn't Ofcom General Condition Violations: This handling may constitute a breach of the Ofcom General Conditions of Entitlement, including: • GC C4.5: A provider must not close a complaint unless the customer agrees it is resolved or they issue a deadlock letter • GC C4.8: Providers must not unduly delay issuing a deadlock letter • GC C4.1–4.4: Sets expectations for fair, accessible, and efficient complaint handling Additional Issues: • The Virgin Media website and app often fail to load, meaning I can’t manage my account or track the complaint properly • Some sites won’t even load until I refresh several times, High ping, Buffering and Low Quality Streaming • I’ve seen others on this forum and elsewhere with similar unresolved latency and routing issues I am in the process of escalating to the Communication Ombudsman since VM want to issue an unnecessary and long 28 day wait for a deadlock letter and the issue is obviously unresolved and at a deadlock with managers contradicting each other. I just want my normal internet service back.High ping, Random disconnections - Phone support states it's "Fine"
Hello, For a few months now I've noticed my internet becoming more and more erratic, I know around midnight theres a chance an update is pushed to the hub which knocks it off for a few moments which never used to be a problem but lately the hub will take several minutes to fully come back online. It will kick my devices offline, they lose connection to the internet first and then moments later it loses the WiFi signal, it regains the signal after a bit but then loses the signal again and again until it just randomly stabilises, this hasn't been the norm so it's odd and quite frustrating. Secondly, I'm noticing large ping spikes, which doesn't affect most things but certainly does effect gaming in a very negative way (30ms ping to 700ms ping spikes which lasts a few seconds and constantly happens then stops at random for a few minutes). I've had a talk on the support call line, the agent kept telling me everything looked fine and was operating normally, I raised my concerns about the errors and the power levels of the Downstream/Upstream channels and the fact that Virgins own website states: Broadband connection issues found Please wait for 15 minutes while we reconnect the WiFi Hub to our network. When I log in on the site and try to check out anything to do with my broadband from the website or the app itself, so how could it possibly be "Fine". I've now been told that I'm going to be paying a £25 fee for a technician to come out to my address, I assume because In their eyes, I must be imagining these ping spikes and issues I'm encountering, or they just refuse to acknowledge the problem. My network log is filled with a lot of these: RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; No Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; Lost MDD Timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; These errors repeat throughout the day, every single day. Here's the Downstream/Upstream stats also: Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 203000000 0.2 38 256 qam 9 2 139000000 -0.4 38 256 qam 1 3 147000000 0 38 256 qam 2 4 155000000 0.4 38 256 qam 3 5 163000000 0.5 38 256 qam 4 6 171000000 0.9 38 256 qam 5 7 179000000 0.7 38 256 qam 6 8 187000000 0.9 38 256 qam 7 9 195000000 0.5 38 256 qam 8 10 275000000 1.2 40 256 qam 18 11 283000000 1.2 40 256 qam 19 12 291000000 1.2 38 256 qam 20 13 299000000 1.2 38 256 qam 21 14 307000000 1.2 40 256 qam 22 15 315000000 1.5 40 256 qam 23 16 323000000 1.7 38 256 qam 24 17 331000000 1.9 38 256 qam 25 18 339000000 2.5 38 256 qam 26 19 347000000 3 38 256 qam 27 20 355000000 3.2 40 256 qam 28 21 363000000 3.2 40 256 qam 29 22 371000000 3 40 256 qam 30 23 379000000 3.2 38 256 qam 31 24 387000000 3 40 256 qam 32 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.9 48 0 2 Locked 38.6 54423 0 3 Locked 38.6 79676 345677 4 Locked 38.9 130935 263022 5 Locked 38.9 356 0 6 Locked 38.9 130 0 7 Locked 38.9 77 0 8 Locked 38.9 44 0 9 Locked 38.9 74 0 10 Locked 40.3 26 0 11 Locked 40.9 22 0 12 Locked 38.9 10 0 13 Locked 38.9 5 0 14 Locked 40.3 5 0 15 Locked 40.3 6 0 16 Locked 38.9 5 0 17 Locked 38.6 4 0 18 Locked 38.9 12 0 19 Locked 38.9 56 0 20 Locked 40.3 8 0 21 Locked 40.9 18 0 22 Locked 40.3 4 0 23 Locked 38.9 5 0 24 Locked 40.3 4 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49600000 55.3 5120 64 qam 1 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0Intermittent large ping spikes - Critical Downstream power level errors on Hub
Hello All, Looking for some help with a really annoying issue I'm having on my 1Gbps line with Virgin media, speed is fine but intermittently I am getting huge ping spikes that can sometimes reach over 4000ms (see below) How I noticed this was being on Discord and the connection dropping out intermittently, it can happen once in 5 minutes or many times in quick succession. I've ruled out the PC by connecting it to a different connection which does not have the ping spikes. When logging on to the router, I am seeing quite a few errors on the log page: You will see that I've rebooted the router a few times and reset but the same errors keep coming back up. These errors have been the same since 8AM this morning Time Priority Description 11-03-2024 19:49:23 notice GUI Login Status - Login Success from LAN interface 11-03-2024 19:30:33 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:14 notice REGISTRATION COMPLETE - Waiting for Operational status 11-03-2024 19:30:09 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:08 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:08 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:08 warning Dynamic Range Window violation 11-03-2024 19:30:03 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:29:55 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:29:53 notice Honoring MDD; IP provisioning mode = IPv4 11-03-2024 19:29:38 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:29:38 critical Cable Modem Reboot because of - Reboot Timezone Change 11-03-2024 19:26:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:26:33 critical Cable Modem Reboot because of - Reboot Factory reset ACS 11-03-2024 19:26:33 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; Would appreciate any help on this as its infuriating me, would these errors be causing the spikes in ping? Thanks in advance all
