06 November 2011

Virgin Media Superhub

------------------ Updated 8/12/2011 at the bottom ------------------

VirginMedia has certainly been having a lot of trouble this year with serving its customers Blizzard's content, such as World of Warcraft.  Recently I decided to upgrade to their 30Mb service and I ended up using their superhub (at the time it was the only option), and then the problems began.

While trying to download a copy of Startcraft 2, I found that the superhub would spontaneously reboot.  So I found a thread on the Virgin forums and PM'ed the moderators to get a replacement hub.  It turns up and again I try to download again, this time I try the Word of Warcraft downloader.  No surprise it was still doing the reboot, so I phone virgin and 45 mins later I talk to first line support who acknowledge there is a problem, 20 mins later I get told to turn of everything except firewall features.


Firewall FeaturesEnable
Ipsec PassThroughEnable
PPTP PassThroughEnable
Port Scan DetectionEnable
IP Flood DetectionEnable

Web Features
Filter ProxyEnable
Filter CookiesEnable
Filter Java AppletsEnable
Filter ActiveXEnable
Filter Popup WindowsEnable
Block Fragmented IP PacketsEnable

The thinking being, that 'IP Flood Detection' was the main cause, due to the Blizzard downloader using P2P Technology.  Now P2P breaking SOHO routers is hardly new but considering this is the premium Superhub new from Virgin Media to give everyone the best experience...... it should work.

Well it didn't take long to come to the conclusion that this didn't work.  Now awaiting second line to get back to me with an update, though in the following thread it seems even with Firewall Features off it still breaks.

Found a few posts on the Blizzard forums, Virgin forums and around the Internet (this one for Wow patch 4.2 or this).  Blizzard customer service said I could post on the customer service part of the WoW forums as there would be quite a bit of interest in it.  Alas this doesn't work as I created a trial account so now awaiting something back from Blizzard so I or they can post.

Now I know I can turn off the P2P mode, however so far I've found the download speed from non-P2P is sooooo slow, it is quicker to run in P2P mode and let it crash one every few mins!  Plus if anyone else in the house wants to phone Virgin for support while I'm away, then Virgin only talk with you if you're running their kit!


Ok so there are more and more posts about this so I thought I would just list them all as I find them...
P.S. Looks like VM have passed this onto their Firmware team, however they seem to have some internal communication issues letting their customers know!

------------------ Updated 8/12/2011  ------------------

Just got a private message from Mark Wilkin at VirginMedia and he's updated a couple of the threads.  Here is the latest: -

Here's an update on this issue (F001797677). We've been talking to our partners Netgear about this, they've identified what's causing this problem with the Super Hub and they're currently investigating a fix to be included in a future firmware update.

In the meantime we've confirmed that as a workaround for this problem you can connect directly to your Super Hub in Modem Mode to download these files without causing reboots.

As soon as we have more news on this we'll post an update on the forum, sorry for the inconvience.


Mark Wilkin
Help & Support Forum Manager

------------------ Updated 1/06/2012  ------------------

Well it may taken a year since the first reports of problems but it looks like Virgin is finally getting a fix together.

I'm happy to announce we're two to three weeks away from launching the beta test of the R35 Super Hub firmware. This includes the following changes:

  • Updated wireless drivers.
  • A fix for issues with the Blizzard Downloader and other multi threaded download applications.
  • General improvements related to the Super Hub rebooting or resetting to factory settings.
  • A fix for iPlayer problems on the XBox 360.
  • An updated GUI for the admin screen. 
If you're interested in volunteering for the beta test please fill in this form and if you're selected we'll be in touch before the trial starts.


Mark Wilkin
Help & Support Forum Manager