Hub 5 stuck on DOCSIS 3.0 – still not on 3.1

Hi all,

Looking for advice or insight from others who might’ve faced similar issues.

I’m on Virgin Media Gig1 using a Hub 5, but the modem refuses to register on DOCSIS 3.1 — it always falls back to DOCSIS 3.0 after a reboot. This has been going on for a while and the connection suffers from occasional high latency, slow speeds, and drops.

I’ve already:

Had the hub reprovisioned by support,

Performed full reboots and pinhole resets,

Reverted to a clean internal network setup

Raised a formal complaint — but they’ve only responded with basic “reset your hub” advice and keep suggesting an engineer visit, which seems unnecessary given the nature of the fault.

The modem’s logs show errors suggesting upstream or provisioning problems, not Wi-Fi or home network issues. I've also been monitoring performance externally and seeing evidence of instability that correlates with those events.

Would appreciate any input from people who’ve dealt with similar issues — particularly if you’ve managed to get it escalated to someone technical or had DOCSIS 3.1 fixed.

Thanks in advance.

I would do the engineer visit and/or post on the virgin media subreddit. Quite a lot of VM engs on there (I assume in a personal capacity) that might be able to help.

I suspect there is some interference happening which is causing issues on DOCSIS 3.1