Forum Discussion

DeborahForum's avatar
DeborahForum
On our wavelength
10 months ago

Keep Hub5 from old account and remove new Hub3 ?

Hi ive started a new post on this subject as I haven’t had a response from a Virgin Employee on my other post which I’m hoping to do please.

Up until last week, March 31st, we had M250 18 month contract package in my partners name, during the initial setup we had WiFi issues back on this connection and a technician swapped us from the Hub3 to the Hub5 which has been perfect ever since.

2 days ago we started our new contract under my name, (we were advised to do it this way by Virgin Media salesman to get the best price) 

Same M250 package, I did ask when siginging for the new package about keeping the Hub5 due to the previous issues and was told Virgin only send out Hub4’s and Hub5’s, clearly this was incorrect as we’ve been sent a Hub3, with a new router - the Hub3 , we instantly have WiFi issues (Ethernet is fine) basically it can’t reach the rooms downstairs - we can sit on one side of the sofa and get WiFi (not great speeds though) and move to the other end of the sofa and get nothing, unfortunately this also means the Amazon firestick can’t get a speed over 3Mbps (we got over 100Mbps with the Hub5) so we get constant buffering, and no home screen message with no WiFi at all at times.

We consistently got speeds of over 200Mbps on the old Hub5 all over the home, we now have spots where get no connection and where we do get WiFi the speeds are between 3Mbps and 15Mbps.

The hub5 from the old contract is sat upstairs, unplugged, can I please ask a Technician re-configure the Hub5 to work with the new connection and fix my issue? As it is tried and tested and will sort this issue, also will save me lots of time with phone calls to Virgin explaining this.

Thank you

 

Configure
Employee
Help
Hub3
Hub5
please help
sales
speed
technician
VIRGIN
  • -tony-'s avatar
    -tony-
    10 months ago

    as you have found out staff here cannot help - infact reading the post above it suggests that they dont even bother to read the thread 

    imo your only option is to start the cancellation process - that may concentrate minds and get someone to activate the hub5 rather than let you leave - but be aware you have 14 days only from the time the account went active to give notice - from that point you can then negotiate with them to get what you want or leave

    as to the Virgin salesman he/she has one object in mind - to sign you up and get whatever commission that gives - lies - mistruths - exaggeration of whats possible is normal as long as you sign - from other posts on here they then disappear like summer snow when what they promise is not part of the deal - if they gave you a contact number you can try that but expect nothing and you wont be disappointed 

  • DeborahForum's avatar
    DeborahForum
    On our wavelength
    10 months ago

    Hi, just connected our new fibre this morning, hub 3, (we previously had a hub 5, same home, but under my partners name) after connecting the hub 3 one side of the home is great, the other side is not good, after buffering watching iPlayer, ran speed tests, it can be as low as 5 Mbps.

    2 questions..

    I am a virgin media and volt customer, the app isn’t showing me how to get a pod.

    I already have 2 pods from a previous virgin media account, can these be configured to work with the new fibre that was installed today? Or do I need to ask for new ones? I also have a hub 5 from the previous account, can this simply be configured to work with the new connection and replace the Hub 3.

    Everything worked great on the hub 5, but I’ve been forced to replace it with the Hub 3 with the new contract and now have the WiFi issue.

    *long story short, can the hub 5 be configured to the new connection and put back in place of the new Hub 3 as it worked perfectly. This will be the quickest and easiest solution hopefully.

    thanks

    Deb

    • newapollo's avatar
      newapollo
      Very Insightful Person
      10 months ago

      Hi Deb,

      The hub 5 and the pods from your previous virgin media account under your partners name are paired to that account and can't be used. They should have been returned to VM when that account was cancelled.  You should have been sent returns packaging to send that equipment back.

      Failure to return the equipment means your partner faces additional charges - see the screenshot below from the Non Returned Equipment subsection on the /virginmedia.com/legal/price-guides page.

      Please see < this post > on how to use the connect app to order your pods.

      • DeborahForum's avatar
        DeborahForum
        On our wavelength
        10 months ago

        There is no returns mail, details, box, nothing?

        do I just post it in a box and write “virgin” in the front and hope it gets there?

        What do I do about the hub 3 only covering half of the house? I have used the connect app, got speeds as low as 1 Mbps now, got message saying POOR on the app but absolutely no where to click to order pods, it says sign into virgin media , which I also did and there’s loads of info on the pods but again nothing on actually ordering one?

        I understand the Hub5 and pods we have at the moment are configured to the previous account, I’m asking if they can be simply re-configured to work with the new account, setting up a router is a few minutes work, this would mean I have a fully working WiFi signal as I did upto 2 days ago when I swapped the Hub5 for the Hub3 which is only managing to cover half the home and not great speeds over WiFi on the side that it is covering.

        im looking for a simple fix if possible rather than dragging this out with phone calls to virgin media and explaining over and over.

         

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    10 months ago

    Call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number.

    They can just reactivate your Hub5 onto your account and inactivate the Hub3 - assure them you will return the Hub3 😎

    • DeborahForum's avatar
      DeborahForum
      On our wavelength
      10 months ago

      I just rang that number, it’s just a standard virgin number not an “equipment activation” number? So then chose option 2 for technical help, it sent me a text and then the call hung up. I opened the text…it reads... “you recently called us about your remote control. Tap this link for more help”

      Seriously.. remote control??? here we go… more nonsense I’m already frustrated, ready to give up, and cancel. 

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        10 months ago

        Dont call at ~8pm.... they will have knocked off and forwarded their calls to CS.. 

        Try again at 08.00 just after they open or a VM person can help tomorrow

    • DeborahForum's avatar
      DeborahForum
      On our wavelength
      10 months ago

      That number isn’t an equipment activation line John? It’s just a regular virgin number, options are billing, broadband, etc. I tried it and got no where.

      why did you call it an equipment activation number? I got my hopes up that I could get this sorted, sadly still no further forward and more of my time wasted.

  • DeborahForum's avatar
    DeborahForum
    On our wavelength
    10 months ago

    I’m guessing the Hub3 routers are OK for studios, flats, small homes etc. but for an average size or larger family home they are clearly no good, has Virgin ever thought about contacting customers regarding the size of their home, or number of rooms etc. and then sending out a router that is fit for purpose? Rather than sending out these Hub3s and instantly failing customers? There nothing worse than getting it all setup and instantly having to get on the phone to a call centre and start trying to explain the problem. Can’t be good for business to upset people so quickly.

    Also… there is so much text about nice and simple… log in on the app.. run tests.. if it finds an issue you can order pods…. You can’t…I’ve tried..on phones, tablets, over and over… the option to order pods does not exist…it’s infuriating, yes I am a volt customer so I should get the option (but it doesn’t exist)

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      10 months ago

      VM (like all suppliers) has a shortage of Hub4/5's due to issues in maintaining stock levels due to well reported electronics supply issues e.g. -  WW chip shortages, production backlogs in China, shipping issues, etc etc... it should get back to normal soon.

      If you want Pods - a VM person on here will organise the first one for you once they pick up this thread.

      Did you get the Hub5 reactivated yet ?

      • DeborahForum's avatar
        DeborahForum
        On our wavelength
        10 months ago

        Haven’t had the Hub 5 reconfigured yet, I’m hoping someone from Virgin can pick this up on here and help me with the reconfiguring.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    It has always been the activation number. I suspect it's been unattended and therefore switched through to the general number. You could try again tomorrow. 

    • DeborahForum's avatar
      DeborahForum
      On our wavelength
      10 months ago

      I'll try tomorrow, but still hoping someone working for Virgin on this forum can get involved and help

      • DeborahForum's avatar
        DeborahForum
        On our wavelength
        10 months ago

        No, I've just rang that number again it's 08-11am and it's the same, it's just a standard Virgin number... Billing, help etc...

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    Perhaps you would forgive someone a smile for thinking it wasn't so easy after all to switch contracts to get a cheaper deal? 

  • DeborahForum's avatar
    DeborahForum
    On our wavelength
    10 months ago

    I've rang the number again, at 9-57am..

    It's just a standard Virgin number... Options are for billing, minutes, technical. I chose technical and it automatically runs a test. 

    This Equipment Activation number you speak of doesn't exist. I'm sick as a chip

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    Then it's been changed. It had been working for years. 

    • DeborahForum's avatar
      DeborahForum
      On our wavelength
      10 months ago

      This is why I'm asking for a Virgin Employee to help me with this, but so far everyone keeps telling me to call numbers that don't help. ( I know you were just trying to help, i appreciate that, but the number was out of date) and Im another day into this with no help

      Any ideas on how to get a Virgin employee who can action something to help me, to get involved? is it even possible?

      • David_Bn's avatar
        David_Bn
        Forum Team
        10 months ago

        Thanks for reaching out to us DeborahForum, and a very warm welcome to our Community Forums!

        Sorry to see that this hasn't been previously picked up.

        I'd be happy to attend to this to order a new Wi-Fi pod, and will also work to have returns packaging sent to your address for the equipment from the now former account.

        Check out the envelope in the top right hand corner for a private message from me

        Thanks

        David_Bn

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    How about the VM salesman who sold you the deal? Could he find a contact to help you?

    • DeborahForum's avatar
      DeborahForum
      On our wavelength
      10 months ago

      That's what I thought, he's also let me down, he gave me the standard number to call

  • DeborahForum's avatar
    DeborahForum
    On our wavelength
    10 months ago

    Hi David_Bn

    my main question is, can I get the Hub 5 reconfigured to work with the new connection, if I get stuck with this Hub 3 I’m going to have the same issues as last time, I’m trying my best to not have visit after visit from engineers when it’s already been proven that this Hub5 that has just been unplugged will work perfectly.

    • DeborahForum's avatar
      DeborahForum
      On our wavelength
      10 months ago

      I'm trying to save myself lots of phone calls and lots of engineer visits, I went through all of that last time... the only fix was using the Hub 5 instead of the Hub3 (that was the engineers conclusion not mine)

      Just want an engineer to reconfigure the Hub 5 that I already have here, to work with the new connection and everything will go back working perfectly. At the moment the Hub 3 is exactly the same as the last time, slow speeds around the home and parts of the house have no WiFi at all.

      Surely that will save me and Virgin a lot of grief. I don't want to be coming home from work and spending my time on the phone, please someone, help me with this Hub5 configuration.