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Author Topic: Virgin Media Business Hit by Broadband Outage After Router Update  (Read 2014 times)


  • Content Team
  • Kitizen
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Customers of UK cable ISP Virgin Media Business and their 350Mbps capable”Voom Fibre” broadband products appear to be suffering from a high level of service disruption today, which began after a firmware update was pushed to their problematic Hitron CGNv4 routers.

The situation appears to have started this morning after the operator pushed a new firmware update down to their end-user Hitrons, which promptly caused connection problems for those with Dynamic IP addresses. At this point we should remind readers that VMB has had plenty of problems with Static IP support on their Hitron kit, which may or may not be related to this incident.

Firmware updates like this tend to be distributed in phases and so it’s likely that the operator was able to stop the update before it hit more of their customers. In a brief update on Twitter VMB said: “Faults reporting a large spike of customers on Dynamic IP’s calling in after the Firmware upgrade. The vast majority are needing a reset on the HITRON to resolve connection issues” (they mean a factory reset, not a soft reset).

27/02/2018: Known incident affecting Broadband and Data services.
Our customers may be experiencing a total loss of service on Broadband and Data services.

We’re currently experiencing a problem which is affecting our Broadband and Data services.

We’re working hard to resolve this as a priority and apologise for any inconvenience this may be causing.

We’ll be updating this page again with further updates, so please check back again soon.

Updated  16:30
BT Infinity 2 - Smart Hub 6 - ECI Cab