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.Guidance for VPN and Hub 5
I've looked through various posts on this forum about using VPN with the Hub 5 and was wondering if someone could direct me towards any knowledge articles posted by Virgin Media. It seems that some users are having success whilst others are not. My provided device is set to use 5Ghz first then to try 2.4Ghz. I do not have admin access to change this. It seems to make sense to leave the wifi bands synchronised as I read splitting them can cause issues with other devices not being able to choose the best band as required. It is the default, so I assume it must be the default for a reason. I found some suggestions about modem mode but I do not want buy a separate router. There are some posts from 2021 where VM say they have fixed a known VPN issue but then there are some very recent posts, even earlier today, with others having the same problem. Everything else in the house is working so I am looking for any guidance about VPN support but the knowledge base seems very lacking in content. I guess the key question is whether or not using a VPN is supported and if so what has to be in place to make it work? I am not particularly technical so just need things to work as they did with my previous provider. Any help or guidance appreciated.Downloading on Xbox App for PC, and console's only working when connected to a VPN.
So I've been having this problem for about a month now. For the first 3 weeks of having Virgin fibre (via the Hub5x), I had no issues with downloading anything, and the speeds were great. However after one night, when the internet went down, I went to reset the hub to check to see if that fixed any issue. It reconnected, but since then I have had the issue described in the title. Typically what happens is a download will start, it will download for a few seconds and then I'll get an error notification, or a message that the download was stopped (or in the PlayStation's case, stuck on 'calculating'). Strangely, even when not connected to VPN, I can still download via Steam, and Epic Games Launcher on PC. I haven't tried absolutely every app, so I can't say for sure how many do or don't work. When I do connect to a VPN (currently using ProtonVPN), I can all of a sudden start downloading again without issue. I also tend to find that certain games drop connection when not using a VPN, but I'm unsure if that's related. I have tried so many different fixes, ranging from the basics to some more complex stuff, but I can't for the life of me figure it out. If anyone has any idea what might be causing certain downloads to be blocked/cancelled and throwing up error codes, it would be much appreciated. Thanks.NordVPN Dedicated VPN no longer connecting
Hi, looking for help before i fight with Virgin phone support! I have a NordVPN dedicated VPN, which worked fine up to about 10 days ago (and still works for someone elsewhere not on Virgin). This VPN is whitelisted for use on a private cloud as part of my job. it is NOT used for media access of any kind! after trying all the onbvious stuff i used the Nord diagnostics to find that UDP and TCP server pings were failing. I have run a trace and the requests time out on virgin servers.... 3 13 ms 30 ms 10 ms cosh-core-2a-ae92-650.network.virginmedia.net [82.23.167.57] 4 * * * Request timed out. 5 20 ms 19 ms 18 ms eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226] 6 * * * Request timed out. This appears to be new to my configuratin (it has worked for over a year). What can I do? Thanks Chris
1gb connection keeps dropping to outbuilding (Ethernet laid)
Hello Hoping someone can shed some light on what may be happening with my set up. I've recently upgraded to full 1gb with a Hub 5. I've got a Cat 6 cable running from the back of the router outside to my outbuilding. The connection to my outbuilding seems to keep intermittently dropping, most notable when signed into a work VPN. Connection to the wider internet continues uninterrupted however when signed into a VPN connection seems to drop regularly. When inside my home connected to the Hub 5 via Wi-Fi I don't suffer any dropouts. I've also ran a few speed tests using the hard wired connection and also the Wi-Fi I have available in the outbuilding, both only come to around 40/50Mbps which again seems a bit off considering I'm on full fibre. The cable was only laid around 12mths ago and isn't damaged. I have a standard TP-Link switch in the outbuilding and hard wire my machine into it. The only other device plugged into the switch is a Wi-Fi disc. Very frustrating as the building is used for WFH and the drop outs are causing issues. All seems strange considering the router is brand new and the ethernet cable has only been laid for around 12mths. Any ideas/suggestions as to what's going on here? ThanksWorking from home with GlobalProtect VPN
I have been working from home since the pandemic hit in 2020 and have always had issues with my work equipment. Initially, we used PC towers so an ethernet connection was required and worked through a powerline. Around 32 months ago, I moved house and was reliant on WiFi with the new works laptop which worked fine on either 2.4 or 5.0....however, I have since hardwired my office with a direct connection to my HUB into a TP Switch. While everything else off this switch works (personal PC, PS4 and TV) my work laptop which uses GlobalProtect VPN does not connect through a wired connection at all. I've tried adding home support onto my account which has not helped, I've had my work IT team investigate multiple times and cannot source a problem and I have tried to remove firewall issues blocking the VPN and I still cannot connect. Has anyone else had an issue with Virgin Media hardwire connection while working from home on a GlobalProtect VPN?VPN stopped working
I've been using Virgin for over a year. My work VPN and my partner's VPN used to work, but both stopped working about 7 days ago. They are different VPN providers and we work for different companies. Mobile hotspots work fine for both of us. I have moved parental controls to be off, restarted router / laptop etc many times. My work IT team have invetsigated and exhausted all options. Other team members use virgin with same VPN and works fine. The support I've had from Virgin has been awful - they have said the internet works fine so it's nothing to do with them. With 2 spearate VPNs failing at the same time, it must be something to do with the setup or bigger issue. Effectively neither of us can now do our work from home, so I'm calling for help. I've read a few message boards but can't find a resolution. Can anyone help ? Thanks,Raspberry pi as add-on router
I am connecting a Raspberry pi (4 Model B, with wifi software) with the VM router via Ethernet cable. Available Wifi networks does show the new network, I can enter the (correct) password, but it always shows "Can't connect" to the network. I discussed numerous option with the raspberry software provider. This problem is unknown. I see in this forum that other users had to call the Internet Service Provider to clear the connection before using their own router. I notice that under Tools / Network Status has "Downstream channel Locked" (same for Upstream) No filter to exclude any IPs / MAC. What needs to be done to connect through the Ethernet-connected Raspberry add-on router?
