UDP issues on SuperHub3 - collective thread
Hi. I decided to open a collective thread for UDP issues on SuperHub3, as it seems that many users are pestered by them, the impact is high and Virgin Media is not aware or fails to acknowledge the issue so far (they've been trying to fix my issues for a past year and nobody ever suggested that this has anything to do with UDP packets, until i found whats exactly the issue on my own). This is the main thread for those issues was this one: https://community.virginmedia.com/t5/Speed/My-350Mb-connection-is-throttled-to-10Mb/td-p/3953746/page/15 but it was originally created over a year ago and has a slightly misleading title. What we know so far: 1. The issue only occurs on SuperHub3 (and reportedly on SuperHub4) modem. SuperHub2 users are not affected. 2. The issue occurs if an app/service is using an UDP connection to the internet. Examples of such apps: BBC Iplayer app, most online games, Microsoft Teams, Skype, third party VoIP apps, all kinds of VPN apps, torrent download apps. 3. All UDP connections are performing very badly on Superhub3 modem, but also whenever there's a significant UDP traffic passing through the modem, other, non-UDP internet connections are slowed down to crawling speeds. 4. Depending on an user, the reported slowdowns are to between 10Mbps and 2kbps (!) speed measured through Speedtest. At the same time ping times go up all the way to 2000+ ms and huge packet losses (sometimes over 40%) occur. In other words, even web browsing is not possible if there's a significant UDP traffic going on through modem. 5. VM street level fixes do not fix the problem - i had a whole uplink cable between CATV manhole and Virgin Media cabinet replaced by VM and it has not fixed the issue. 6. Replacing a modem does not fix the problem either - replacement SuperHub3 modems also have same issue. 7. Here's how the issue looks like on ThinkBroadband/Speedtest with just 1Mbps of UDP traffic flowing through the modem: It's really sad, that Virgin Media fails to acknowledge this problem, as hundreds, if not thousands of people may be severly affected by it. The advice VM is giving out to the users is unhelpful and sometimes harmful (I've been told i need to chase the walls in the newly refurbrished house to replace my VM cable and desperate to fix the problem I have done that). Just look how many threads are being open on this forum describing similar issues with apps using UDP connections.Can't get VM to switch me to VoIP
On 26 August 2024 I got an email from VM on the switchover which said this: Ready to switch over now? However, if you’d like to do your switchover now, please contact us on 0345 454 1111 I didn't do anything for a while but contacted VM by WhatsApp on 24 June and an agent said: "Roger, I have escalated the switching to the standard VolP to our relevant team which they will reach our within 24 hours for teh confirmation for the same. And in case you don't get confirmation, then I would request you to reach us out and we will take teh required action for you." Nothing happened so I contacted again on 19 July and was told: "I apologize for the inconvenience caused Roger, I will take this as my responsibility and make sure everything is taken care". Still nothing happened and as it happened my phone died today (no dial tone), called to report it and asked to get the migration done in preference to fixing landline, was transferred three times but nobody could process this. I've lost the will to call VM again. How anyone gets migrated onto VoIP is beyond me.I would like to cancel both broadband and phone and port my phone number to a VOIP provider
After many years with Virgin I'm moving abroad and so I'd like to cancel all my services (broadband+ and phone) but I would also like to port my phone number to a VOIP provider so that I'll still be able to check on it from abroad in case someone calls me on that number (rare nowadays but who knows). What is the correct procedure to be able to do so? Reading other discussions it seems that I should just cancel the services and then, during the 30days notice period I should activate the portability request from the new VOIP provider. Is this right? Can anyone from Virgin confirm it? Unfortunately most other messages are from people moving to other UK providers but in my case I need to cancel the broadband for good. Many thanks, Charlie
New digital "VOIP" service not working
Hi I noticed about a week ago that our Virgin landline was not working. There was no dial tone and if you try to call the landline you just get a message saying the call cannot be completed. I also tried calling the landline with the phone removed from the wall socket in case the phone was faulty but no difference. I called VM and a very helpful gentleman said it was because my area had been switched over to "digital VOIP". I was a little surprised about this because although I had received emails about the switch over I had not received anything indicating that it was actually happening to my line, but the Virgin rep assured me that this was the reason. Just as well I do not use the phone line for any emergency services!! After asking a number of questions to verify that I qualified for the switchover the Virgin rep said that he would send out an adapter and when it arrived just plug it in to port 1 (upper port) of the phone socket in the router and then power cycle the router and the phone should switch across. The adapter arrived yesterday and I followed this procedure but nothing has changed. No dial tone at the phone (I've tried two separate phones) and if you dial the landline number you still get the can't connect message. Checking the router the status overview indicates that telephony is disabled, so my guess is that VM haven't enabled my router for telephony. I was wondering if someone from VM could check into this for me. Thanks WillLandline switch to IP
Hi I am still on a standard landline but I know that sooner or later I will have to switch to an IP landline and rather than have telephone cables routed around the house from the router I was wondering if there is a recommended DECT type solution. Ideally I would like a small DECT base station (with no phone) that could be plugged into the router, as I do not want to move the router (for many reasons) and there is not a lot of space around it. Alternatively since this is now a VOIP system I was wondering if it is possible to simply use an app on my mobile phone (I have this facility with my work phone). My understanding is that this is not possible but thought I would ask just in case. On a separate note again since this is an VOIP system are services such as voice mail available or would it still be necessary to have a separate answer phone. If so this would need to be remote from the DECT base station since I suspect the answer phone would be too large to fit in the space I have. Thanks for any advice WillVOIP switchover
My elderly parent, 85, was told she needed to switch over to broadband phone. There was not an option or told that she could wait until the deadline. She was informed that the area was moving over. She was not alone. Since moving to VOIP, she has had no end of connection issues with a very intermittent service. She has now had a BUU installed, as she does not have a mobile. This unit is fixed downstairs. So now she has no reliable service in her upstairs bedroom, to call for emergency help. What does Virgin customer service suggest? Well your answer was contact the council to get an emergency button installed!!! Although the transfer to VOIP is not mandatory till December 2025, they refuse to transfer an elderly vulnerable person back to the old reliable service. Instead they are suggesting that she looses more of her dignity and independence by paying for an additional council service- rather than ensuring that she has a reliable service that she can access from her home 24.7 that she pays for!- Disgusted & outraged Please if you have elderly relatives ( who are not tech savvy) do not encourage them to switch over, the new technology is not reliable and will prove to be more of an issue for them
