O2

Virgin Media O2 is still terrible; A.I. based search makes regular search engines look bad

by

I was wondering the other day if Virgin Media O2 had fixed the 2.5Gbs port problem on their Hub 5 modem/router, and tried to Google it. All I got back was a bunch of articles from 2024 and several rabbit warrens worth of data to get through. So I used Perplexity AI, which is essentially an A.I. powered search engine. It allows you to use different LLM models (including DeepSeek) to get answers using a variety of sources. It’s not perfect, but it’s a lot better than Google and Bing ever will be.

Here’s what Perplexity’s Deep Research option came back with. The results are provided here verbatim.

Virgin Media’s 2.5Gbps Port Firmware Issue: Current Status and Technical Analysis

The Virgin Media Hub 5 router, designed to support gigabit broadband services, has faced significant challenges following a firmware update (version LG-RDK_7.6.15-2306.5) released in early 2024. This update introduced a critical defect in the router’s 2.5Gbps Ethernet port, rendering it unreliable for users relying on high-speed wired connections. Despite widespread reports and community outcry, Virgin Media has not resolved the issue as of February 2025, leaving customers dependent on workarounds and third-party hardware solutions.

Technical Overview of the Firmware Defect

Root Cause: Energy-Efficient Ethernet (EEE) Compatibility

The firmware update disrupted the Hub 5’s 2.5Gbps port due to an incompatibility with the IEEE 802.3az Energy-Efficient Ethernet (EEE) standard[9]. EEE aims to reduce power consumption during low data traffic but introduced negotiation failures between the Hub 5’s 2.5Gbps port and connected devices. This resulted in:

  • Intermittent connectivity: Devices experienced frequent disconnects or failed to establish a stable link[1][3].
  • Speed degradation: The port often dropped to 1Gbps, capping download speeds at ~920Mbps despite users paying for 1.1Gbps plans[8][9].
  • Switch incompatibility: Unmanaged 2.5Gbps switches (e.g., D-Link DMS-108, QNAP QSW-2104-2T) failed to maintain connections, while managed switches with EEE-disabling capabilities partially mitigated the issue[3][16].
Impact on Users
  • Gigabit-tier subscribers: Lost ~20% of advertised speeds, with downloads limited to 1Gbps[9].
  • Network configurations: Users with multi-gigabit home networks (e.g., NAS devices, 10Gbps-capable PCs) faced bottlenecks, as the 2.5Gbps port was the sole high-speed LAN option on the Hub 5[5][12].
  • Workflow disruptions: Online gamers, remote workers, and content creators reported latency spikes and dropped connections during critical tasks[1][3].

Virgin Media’s Response and Community Feedback

Initial Acknowledgment and Silence

Virgin Media’s forum moderators confirmed the issue was under investigation in February 2024 but provided no timeline for a fix[2][10]. By March 2024, users reported that repeated hub replacements and factory resets only temporarily restored functionality until the firmware auto-updated again[3][13]. Community sentiment deteriorated as months passed without resolution, with one user noting, “VM haven’t even acknowledged an issue yet… this process normally takes 6 months of repeat engineer visits and a year wait for new firmware”[8].

Workarounds and Community Solutions
  1. Disabling EEE on client devices:
  • Windows users navigated to Device Manager > Network Adapter Properties > Advanced Settings to turn off EEE, restoring 2.5Gbps link speeds[9][16].
  • Linux users modified ethtool parameters (e.g., sudo ethtool --set-eee eth0 eee off)[9].
  1. Hardware substitutions:
  • Managed switches: Devices like the TP-Link TL-SG108-MG allowed users to disable EEE via web interfaces, resolving port instability[9].
  • Third-party routers: Transitioning to modem mode and using routers with 2.5Gbps WAN ports (e.g., TP-Link ER707-M2, Netgear RAX200) bypassed the Hub 5’s defective port[11][14].
  1. Downgrading firmware:
  • Users attempted manual rollbacks, but Virgin Media’s forced update mechanism reinstalled the faulty firmware within hours[2][10].

Comparative Analysis of Virgin Media’s Hub Models

FeatureHub 5 (Coaxial)Hub 5X (XGS-PON Fiber)
WAN Port Speed2.5Gbps10Gbps
Modem ModeAvailableUnavailable
Firmware Issues2.5Gbps port defectiveNo reported defects
User BaseLegacy coaxial networksNexfibre FTTP areas

The Hub 5X, designed for fiber-to-the-premises (FTTP) networks, avoids the 2.5Gbps port issue but lacks modem mode functionality, limiting customization[9][12].

Long-Term Implications for Virgin Media
  1. Reputational damage: Over 100 forum threads and Reddit posts reflect growing frustration, with users threatening to switch providers (e.g., CityFibre, G.Net)[11][16].
  2. Technical debt: The Hub 5’s software stack, based on RDK-B, requires urgent attention to address compatibility with modern network standards.
  3. Market positioning: Competitors like BT (Full Fiber 900) and Community Fiber (3Gbps plans) leverage reliable multi-gigabit hardware, pressuring Virgin Media to resolve the Hub 5 debacle[12].
Conclusion and Recommendations

As of February 2025, Virgin Media has not released a firmware update to resolve the 2.5Gbps port defect. Users must rely on third-party hardware or disable EEE on connected devices. For those affected:

  • Immediate action: Deploy a managed switch or third-party router to bypass the Hub 5’s 2.5Gbps port.
  • Long-term strategy: Consider switching to ISPs offering symmetric multi-gigabit services with robust hardware.

Virgin Media’s failure to address this issue underscores the risks of relying on proprietary hardware with limited customization. Until a firmware fix emerges, the Hub 5 remains a bottleneck for high-performance home networks.

Note: All information is accurate as of the latest available data in May 2024. Subsequent developments may alter the status of this issue.

Sources
[1] Hub 5 update broke 2.5Gbps port | Virgin Media Community – 5487288 https://community.virginmedia.com/discussions/Wireless/hub-5-update-broke-2-5gbps-port/5487288
[2] 2.5G port broken after latest firmware update on Hub5 https://community.virginmedia.com/discussions/Wireless/2-5g-port-broken-after-latest-firmware-update-on-hub5/5491105
[3] Hub 5 fails on port 4 when latest firmware upgrade happens – 5500669 https://community.virginmedia.com/discussions/Computers/hub-5-fails-on-port-4-when-latest-firmware-upgrade-happens—virgin-have-their-h/5500669
[4] Virgin Media O2 UK Officially Launches HUB 5 Broadband Router … https://www.ispreview.co.uk/index.php/2021/10/virgin-media-o2-officially-launches-hub-5-broadband-router.html
[5] Issues with 2.5Gb Unmanaged Switch and 2.5Gb Port https://community.virginmedia.com/discussions/Wireless/issues-with-2-5gb-unmanaged-switch-and-2-5gb-port/5482857/replies/5553177
[6] Modem Mode On Virgin Media Hub5 In Ireland Working – Reddit https://www.reddit.com/r/VirginMedia/comments/1bnpsnw/modem_mode_on_virgin_media_hub5_in_ireland_working/
[7] Need nighthawk AX6000 to speed over 1gb with virgin media https://community.netgear.com/t5/Nighthawk-with-WiFi-6-AX-and/Need-nighthawk-AX6000-to-speed-over-1gb-with-virgin-media/m-p/2292795
[8] Update Breaks 2.5Gbps Port on Virgin Media Hub 5 UK Broadband … https://www.ispreview.co.uk/index.php/2024/03/update-breaks-2-5gbps-port-on-virgin-media-hub-5-uk-broadband-router.html
[9] Virgin Media Hub 5 Update breaking some 2.5Gbps connections https://www.thinkbroadband.com/news/9925-virgin-media-hub-5-update-breaking-some-2-5g-connections
[10] 2.5G port broken after latest firmware update on Hub5 https://community.virginmedia.com/discussions/Wireless/2-5g-port-broken-after-latest-firmware-update-on-hub5/5491105/replies/5516499
[11] Hub 5 Modem Mode Advice : r/VirginMedia – Reddit https://www.reddit.com/r/VirginMedia/comments/1bc0t35/hub_5_modem_mode_advice/
[12] Virgin Full Fibre Gig1 – Page 1 – Computers, Gadgets & Stuff https://www.pistonheads.com/gassing/topic.asp?h=0&f=95&t=2001020
[13] Hub 5 Firmware Upgrade | Virgin Media Community – 5480079 https://community.virginmedia.com/discussions/Computers/hub-5-firmware-upgrade/5480079/replies/5490801
[14] tp-link ER707-M2 Omada Multi-Gigabit VPN Router 6 Port LN140802 https://www.scan.co.uk/products/6-port-tp-link-er707-m2-multi-gigabit-vpn-router2x-25gbe-4x-gbe-rj45-1x-gbe-sfp-highly-secure-vpn-om
[15] Virgin Media Hub 5 Firmware Upgrade – LG-RDK_7.6.15-2306.5 https://uktechhub.com/forums/topic/virgin-media-hub-5-firmware-upgrade-lg-rdk_7-6-15-2306-5/
[16] Virgin HuB 5 firmware glitch unless 802.03az (Energy Efficient … https://www.ispreview.co.uk/talk/threads/virgin-hub-5-firmware-glitch-unless-802-03az-energy-efficient-ethernet-is-disable-help-please.41340/
[17] I expect a brand new Hub not a broken one with a faulty 2.5gbps … https://community.virginmedia.com/discussions/chatter/i-expect-a-brand-new-hub-not-a-broken-one-with-a-faulty-2-5gbps-port-when-i-buy-/5609945
[18] Hub 5 update broke 2.5Gbps port | Virgin Media Community – 5487288 https://community.virginmedia.com/discussions/Wireless/hub-5-update-broke-2-5gbps-port/5487288/replies/5491436
[19] Virgin Media broadband router round-up 2025 https://www.broadband.co.uk/providers/virgin-media/broadband/routers
[20] Issues with 2.5Gb Unmanaged Switch and 2.5Gb Port – 5482857 https://community.virginmedia.com/discussions/Wireless/issues-with-2-5gb-unmanaged-switch-and-2-5gb-port/5482857
[21] Hub 5 fails on port 4 when latest firmware upgrade happens – 5500669 https://community.virginmedia.com/discussions/Computers/hub-5-fails-on-port-4-when-latest-firmware-upgrade-happens—virgin-have-their-h/5500669/replies/5561266
[22] Virgin Media O2 Sees UK FTTP Broadband Builds Surge and NetCo … https://www.ispreview.co.uk/index.php/2025/02/virgin-media-o2-sees-uk-fttp-broadband-builds-surge-and-netco-on-track.html
[23] Virgin’s latest ineffective effort at fixing problems. – ISP Review https://www.ispreview.co.uk/talk/threads/virgins-latest-ineffective-effort-at-fixing-problems.41433/
[24] Issues with 2.5Gb Unmanaged Switch and 2.5Gb Port – 5482857 https://community.virginmedia.com/discussions/Wireless/issues-with-2-5gb-unmanaged-switch-and-2-5gb-port/5482857/replies/5586057
[25] On the 18th December ported Virgin Fixed line to Gamma VoIP https://www.ispreview.co.uk/talk/threads/on-the-18th-december-ported-virgin-fixed-line-to-gamma-voip.43059/
[26] Openreach Launch Pilot of 1.2Gbps and 1.8Gbps FTTP Broadband … https://www.ispreview.co.uk/index.php/2022/11/openreach-launch-pilot-of-1-2gbps-and-1-8gbps-fttp-broadband-tiers.html
[27] [PDF] Draft Radio Spectrum Management Strategy 2016 to 2018 – ComReg https://www.comreg.ie/media/dlm_uploads/2015/12/ComReg15131.pdf
[28] Gigaport or 2.5Gbps port – Home Network Community https://community.tp-link.com/en/home/forum/topic/625810
[29] Announcing: UniFi Cable Internet : r/Ubiquiti – Reddit https://www.reddit.com/r/Ubiquiti/comments/18gtqce/announcing_unifi_cable_internet/
[30] ISP Virgin Media O2 UK Confirms New Broadband Speed Boosts … https://www.ispreview.co.uk/index.php/2022/11/isp-virgin-media-o2-uk-confirms-new-broadband-speed-boosts.html
[31] Hi. Any ideas why it seems the lan ports on my hub5 … – Facebook https://www.facebook.com/groups/127815973907486/posts/9099851133370547/
[32] Asus W/L Router Wifi 6 Tuf-Ax6000 | littlewoods.com https://www.littlewoods.com/asus-wl-router-wifi-6-tuf-ax6000/1600926436.prd
[33] Solved: Phone Service above 1Gbps and also using Smart Hub Pro … https://community.ee.co.uk/t5/Broadband-Landline/Phone-Service-above-1Gbps-and-also-using-Smart-Hub-Pro-and-Smart/td-p/1490945
[34] what is the latest hub 3 firmware? | Virgin Media Community – 5550397 https://community.virginmedia.com/discussions/Wireless/what-is-the-latest-hub-3-firmware/5550397
[35] 2Gb and WiFi Pods – VirginMedia – Reddit https://www.reddit.com/r/VirginMedia/comments/1fbxhzn/2gb_and_wifi_pods/
[36] New virgin hub 5 firmware LG-RDK_6.9.35-2302.6 https://community.virginmedia.com/discussions/Wireless/new-virgin-hub-5-firmware-lg-rdk-6-9-35-2302-6/5416006/replies/5426976
[37] Virgin Media Hub 3, Hub 4 & Hub 5 | Hub Swaps & Upgrades https://www.virginmedia.com/broadband/existing-customer-deals/hub
[38] Virgin Media Connect – Apps on Google Play https://play.google.com/store/apps/details?id=com.virginmedia.simplewifi&hl=en_GB
[39] 2Gbps Virgin Media UK Broadband Plan Now Available to Order https://www.ispreview.co.uk/index.php/2024/02/2gbps-virgin-media-uk-broadband-plan-now-available-to-order.html
[40] Virgin Media Broadband – Our expert review https://www.broadband-finder.co.uk/guides/virgin-media-broadband-review-is-it-worth-switching
[41] Hyperoptic vs Virgin Media – Choose | Fair price comparison https://www.choose.co.uk/broadband/guide/hyperoptic-vs-virgin-media/
[42] Virgin Media Gig1 Fibre Broadband – Free Price Compare https://freepricecompare.com/broadband/guides/virgin-media-gig1-fibre-broadband-packages/
[43] TalkTalk vs Virgin Media | Broadband services compared https://www.broadband-finder.co.uk/guides/talktalk-vs-virgin-media-broadband-services-compared
[44] Yayzi ushers in the UK’s multi-gig broadband era – Telecoms.com https://www.telecoms.com/fibre/yayzi-ushers-in-the-uk-s-multi-gig-broadband-era
[45] CityFibre UK Completes Primary FTTP Broadband Build in Bracknell https://www.ispreview.co.uk/index.php/2025/02/cityfibre-uk-completes-primary-fttp-broadband-build-in-bracknell.html
[46] Hub 5 Firmware Update? | Virgin Media Community – 5203738 https://community.virginmedia.com/discussions/Wireless/hub-5-firmware-update/5203738/replies/5205739
[47] Update on the State of Modem Mode for Virgin Media’s Hub 5x … https://www.ispreview.co.uk/index.php/2024/04/update-on-the-state-of-modem-mode-for-virgin-medias-hub-5x.html
[48] Virgin Media Broadband Deals 2025 | Check & Compare – Cable.co.uk https://www.cable.co.uk/broadband/providers/virgin-media-broadband/

O2 and the Communications Ombudsman

by

Alternatively: I’m a Telecoms company that can’t communicate

The O2 Nightmare Saga ☕

So, I’ve been stuck in this endless loop with O2 over their legendarily bad customer service. It started with direct debit issues—they took payments one month, ghosted the next, and never explained why. No emails, no letters, nada. Naturally, I escalated it to the Communications Ombudsman.

Double Trouble with the Ombudsman

Turns out, two cases got opened somehow. In one, O2 offered £50 + an apology (still pending). The other case? They dangled £110 + another apology, so I tentatively marked it “resolved”… except their system doesn’t let you add caveats like “Yes, but…” to negotiate terms. I figured there’d be follow-up options, but NOPE. Instead, they told me to call O2 customer service—the very thing I’d complained about!

The Silent Treatment

After accepting the £110 “goodwill gesture,” O2 emailed saying “reply if you have questions.” I did. Two weeks later? Crickets. Checked my email logs—nothing. Now they’re claiming it’s been “28 days since we asked if it’s resolved” (total lie—their offer came Feb 5th, today’s the 19th!). Meanwhile, the direct debit mess? Still unresolved.

The Nuclear Problem

Here’s the kicker: O2 terminated the accounts linked to those direct debits but never sent a letter explaining what I owe or how to pay. No debt collector calls, no letters—just radio silence. The “resolution” they offered? Doesn’t mention any of this. I’ve tried reopening the other Ombudsman case, but who knows?

Next Steps?

I’m stuck between:

  • Badgering the Ombudsman’s open case
  • Starting a new complaint
  • Writing a scathing letter to O2’s Complaints Review Board (though I doubt it’ll help—they ignored me for 8 weeks before!)
  • Going public. Imagine the headline: “IT Pro Battles O2’s Kafkaesque Hotline for Months Over Simple Billing Error.”

The Irony

I’ve built ISPs from scratch and worked in tech for 30 years… yet I can’t get a basic billing issue fixed because O2’s systems—phones, emails, customer service—are all stuck in 1995.

TL;DR: O2’s customer service is a black hole of frustration, and even the “solutions” create new problems. 😤

On a more serious note

I genuinely do not understand why O2 have not been able to reply back to me via email. It’s not as if I’m using a consumer grade service. I pay good money for my personal IT, and I use the business grade version of Microsoft 365 Exchange Online, as well as DDoS-protected nameservers.

This report from mailhardener.com should testify to that. (Though the only reason I can’t implement BIMI is that it’s for commercial purposes and costs a lot, and DANE is still being tested by Exchange Online/M365.)

But every time I email their supposedly monitored email addresses, I get nothing in return. Nothing shows up in the mail logs, so I assume the problem is strictly internal to Virgin O2.