Forum Discussion

Happybird's avatar
Happybird
Tuning in
7 months ago

Longer cable

 

 I had my hub installed last week, however it didn't enter my head to ask the engineer if he could put it where my old router is for my ether net cables. 

I asked Virgin if they could send a longer wire and this is what I got. Completely different ends. I did ask if it would fit the hub 5 and was told yes. 

Can I get a longer wire? I need 15m. 

I have about 3 ether net cables plugged into my old router for various Youview boxes around the house.

I am new to all this; husband doesn't live here anymore and he did all this sort of thing (hence ether net cables all over house!) so please speak English to me!! 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    7 months ago

    That’s a Hub5x not a hub5. Because you said it’s a hub5 they have sent you a coax extension, also you said cable not fibre. You need to phone up again and say it’s a Hub5x and you need a fibre extension, do not call it a cable.

    • Happybird's avatar
      Happybird
      Tuning in
      6 months ago

      I did as you said and they sent out an ethernet cable 🤦🏻‍♀️ 

      I asked for a fibre extension. 

    • Happybird's avatar
      Happybird
      Tuning in
      6 months ago

      Thank you. I had looked at this but got scared!  This will definitely fit?! It is the right thing I'm looking for?! 

      Why such a headache?! 

    • Happybird's avatar
      Happybird
      Tuning in
      6 months ago

      Got it, fitted it, all works great! 

      Thank you 😊 

      • Martin_N's avatar
        Martin_N
        Forum Team
        6 months ago

        Hi Happybird,

        We're glad to hear this is all soted for you.

        ^Martin

  • Robert_P's avatar
    Robert_P
    Forum Team
    6 months ago

    Hello Happybird

     

    Thanks for posting via the forums in regards to the Hub and needing a longer cable, welcome to the forum.

     

    We can see you have spoken to the team since posting, were they able to assist with the fibre extension?

     

    Let us know.

    • Happybird's avatar
      Happybird
      Tuning in
      6 months ago

      No, twice now they have sent out the wrong item. 

      The last time I specifically asked for a 15m fibre extension and today I got an ethernet cable in the post 😮‍💨

      Why is it hard to understand?

      I would like a 15m fibre extension (the wire that goes from the wall mounted box to the router)

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        6 months ago

        The Amazon link from carl_pearce  should work.  Just be mindful of the bend radius when working with fibre cable.

  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    It is a headache because VM has started using this technology without the mechanisms in place to adequately support it. We see regular topics on here about new customers who cannot activate their Hub 5x connection and delays, of months sometimes, because VM cannot remedy. The VM forum team regularly mention a 'ringfenced' team to deal with Hub 5x issues but I have not read a topic on here where any customer has been able to make contact with said team.

    This post from @JTC652 identifies the fibre/connector type

    https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-5-amp-5x-Discussion/m-p/5430480#M565877

    which matches with the Amazon link from @carl_pearce

    • Happybird's avatar
      Happybird
      Tuning in
      6 months ago

      Well, I spoke to a very helpful lady but she just didn't have a clue. Seems their own staff don't know about fibre!