Forum Discussion

Chuck-macaber's avatar
Chuck-macaber
Joining in
5 days ago

Hub 3 Replacement Problem and where is live chat.

Hi all 

My old hub 3 was being very flakey for the last few weeks, (signal dropping etc). Really terrible last weekend so ran the VM diagnosis on my kit. Told me the hub 3 had issues and to order a new hub. 

A few days ago a new hub 3 arrived, (boo, thought I might get a newer version). 

I've installed a few of these over the years but this one has no internet, (WiFi is broadcasting fine though). 

Even got a text from virgin saying there's a problem and to contact live chat. The link they sent just goes to the installation instructions or bot chat. Both are useless. 

Anyone got a link or phone number to speak a human being? 

Thanks

5 Replies

  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    2 days ago

    Hi Chuck-macaber,

    Thanks for posting, and sorry to hear you're having some connection issues. 

    How's the connection been since you last posted?

    Can you confirm if there is an issue listed online here first of all?

    You can speak with the team on 150/ 0345 454 1111, however if you are still experiencing issues let us know, and we can pop you over a private message. 

    Alex_Rm

    • Chuck-macaber's avatar
      Chuck-macaber
      Joining in
      2 days ago

      Hi Alex,

      This might be a little long winded, but here goes:

      Several days ago, (27/09/25), we were having major issues with internet drop out with our Hub 3 which effected the wifi & TV, (as it cannot be connected through ethernet cables).

      Looked at service status, (no issues reported), and went through equipment diagnostics which brought this message up: 'The WiFi Hub needs replacing. Order one of our newer WiFi Hubs at no extra cost'.

      I ordered a new hub which arrived 30/09/25. It was a replacement Hub 3, (which I don't think is a newer Hub??).

      On 03/10/25 I was in a position to install/replace the old Hub3 for the new one. Unfortunately, (and despite following the instructions to the letter, and considering I've self installed a number of Virgin Media hubs over the years), this one would not work. SSID was broadcasting and I could log in but no internet available.

      I received this text: 'We're sorry. Due to technical difficulties, we haven't been able to activate your Virgin Media kit. For more help, tap this link: virginmedia.com/qsactivate.

      The link sent me to the back to the installation instructions leaving us with no internet, no apps on TV and I assume no landline, (as that connects directly to the Hub 3). Despite retrying several times and attempting to use the chat bot, nothing worked so I reattached my old hub which has been perfect since.

      So, I have my old Hub 3 that is now working, (but the diagnostics still state ‘ 'The WiFi Hub needs replacing’) and a new Hub 3 that refuses to install fully and work.

      Apologies for this long post but I’m at a bit of a loss here.

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 days ago

        If the old Hub is working, the new one is not activated. You need to get VM to activate it for your account.  They will also need the old Hub returned.