Virgin Media Doesn't Support Xbox One

Virgin Media's so-called 'SuperHub 2' has had numerous issues in terms of allowing the Xbox One to remain connected to Xbox Live. Virgin Media have stopped replying to customer queries regarding the issues. Customers are outraged as they cannot play full-matches of multiplayer games on popular AAA titles such as Advanced Warfare and Fifa.

The Issue

Now, it is apparent that there are NUMEROUS issues with Xbox One vs Virgin Media, here's just a few threads:

MTU Issues

Slow Response Times/Speed

Constant Multiplayer Kicking Issues

Constant Disconnections - re: similar^

A couple users have taken upon it themselves to place all the blame on Xbox, and constantly say "open the ports" or "xbox one is not made for UK ISP's". That is not the case.

Xbox One works perfectly on Sky and BT with their routers, absolutely fine.

Virgin Media no longer appear to be replying to threads regarding Xbox One issues - they have swept it under the carpet. They have began ignoring my Xbox threads for sure. Calling support is no help either, as soon as you mention Xbox One, they pass you off to Microsoft Support, or check your speeds and say "hey, no speed issues, no problems."

If you connect your Xbox One to the main WiFi connection either 2.4ghz or 5ghz, you are likely to disconnect every online match or so. Most users I've seen report this in Advanced Warfare or Fifa.

Xbox Support have been looking into the issue - but have been in some contact with Virgin Media, until now. A Microsoft technician found a temporary workaround: create a guest connection and connect ONLY your Xbox One to that connection. Why is it temporary? Because it only reduces the disconnections, from disconnecting every game, to only every few days. As well as dropping your speeds from 100Mbps to 12Mbps, huge drop. Even the Xbox Support agent was shocked.

It also adds packet loss, around 3% up to 10%.

The SH2 also sends the wrong MTU data to the Xbox One - if your MTU is set to 1500, it will tell the Xbox One it is 1480. This can be confirmed by going to Detailed Network Statistics in Settings >> Network.

The Xbox Support agent I spoke to said they wish Virgin Media would be more open to working on the issue, as they are receiving hundreds of calls each day of customers reporting issues, however, all they can recommend is the guest connection.

They went on to say - they don't want to be passing customers back to Virgin Media's support, but they have no other option as Virgin Media have just stopped looking into the issue - re: not replying to threads, telling customers to speak to Xbox Support.

Opening ports on the SH2 configuration does not resolve the issue, nor does setting a static IP or using DMZ. Xbox and multiple customers have confirmed this.

See how others are reacting on Imgur.