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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
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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
"},"Conversation:conversation:5504589":{"__typename":"Conversation","id":"conversation:5504589","solved":true,"topic":{"__ref":"ForumTopicMessage:message:5504589"},"lastPostingActivityTime":"2024-05-15T16:17:06.619+01:00","lastPostTime":"2024-05-15T16:17:06.619+01:00","unreadReplyCount":46,"isSubscribed":false},"ModerationData:moderation_data:5504589":{"__typename":"ModerationData","id":"moderation_data:5504589","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:5504589_1":{"__typename":"Revision","id":"revision:5504589_1","lastEditTime":"2024-04-01T11:22:51.872+01:00"},"ForumReplyMessage:message:5505614":{"__typename":"ForumReplyMessage","id":"message:5505614","conversation":{"__ref":"Conversation:conversation:5504589"},"author":{"__ref":"User:user:927359"},"revisionNum":1,"uid":5505614,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Setup"},"subject":"Re: Keep Hub5 from old account and remove new Hub3 ?","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5505614"},"parent":{"__ref":"ForumTopicMessage:message:5504589"},"body":"
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.
","body@stringLength":"349","rawBody":"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.
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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
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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
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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.
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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.
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