New Hub 5 worse than my Hub 3

Question

Got a new Hub 5 the other week with 1Gb BB to replace my old Hub 3 which was on a 500Mbs contract.
when we ran speed tests with our phones we often got 250Mbs - 350Mbs all over the house. The new Hub 5 is registering 125Mbs on all our phones even when sat next to the hub itself. Add to that my 2 VM pods located upstairs & downstairs (from hub) which helped spread the signal for kids gaming in bedrooms on WiFi - these no longer work. Then to add insult to injury I can no longer open the Connect App to check what is or isn’t working. It worked last week after Hub 5 installed but not this week. Rang customer support who got me to run the SamKnows speed test. The Hub was at 1138Mbs but my phone was 125Mbs. The support guy questioned my phone and asked if I had another phone- he then questioned all our devices?!

Point is what’s the point in having a Hub at 1138Mbs when everything connected to it only runs at 125??? It’s got to be the new Hub - the old Hub 3 was fine with our phones & consoles - why is the Hub 5 networking differently? I’m having to reboot it every day just to try and get a decent speed for an hour , but then it always drops off again. Tge same customer support said they’d look into my VM Connect login issues but this will take up to 7 days.

You ever get that feeling you wish you’d left something as it was. I don’t even want to ring support again because I don’t have time to spend 1hr on the phone again trying to get someone to understand what it is I’m actually saying.

oh and also getting messages from VM saying I haven’t returned the Hub 3 yet when Yodel tracking says it was delivered to them last week! All this and it’s costing me more…

legacy1 · Answer

wifi is a mess VM don't care about your wifi speed if you get 30Mb then they say its fine I would suggest you run a speed test by wire not that VM support that either but you should see your speed that way.

you can go to the trouble of downgrading and get another hub or you can put hub in modem mode and get your own router like this:

NETGEAR Nighthawk WiFi 7 Router (RS200) – Dual-band 2.5gb Router - Wireless Speed up to 6.5Gbps - Ideal for Gaming - Coverage up to 2,500 sq. ft., 80 devices : Amazon.co.uk: Computers & Accessories

ASUS ROG Rapture GT-AX6000 Dual-Band WiFi 6 Extendable Gaming Router, Dual 2.5G Ports, Triple-level Game Acceleration, Mobile Game Mode, Aura RGB, Subscription-free Network Security, AiMesh Compatible : Amazon.co.uk: Computers & Accessories

TP-Link Archer BE230 Dual-Band WiFi 7 Router, 3600Mbps Lightning-Fast Speeds, 2x 2.5G WAN/LAN and 3x 1Gbps LAN Ports, USB 3.0 Port, VPN WiFi Router, HomeShield Security, Easy Setup, EasyMesh : Amazon.co.uk: Computers & Accessories

Digitus LAN Cable Cat 6-3m - RJ45 Network Cable - S/FTP Shielded - Compatible with Cat6A & Cat7 - Grey : Amazon.co.uk: Electronics & Photo

1aTTack.de - 1x 3 meter CAT6 patch cable S/FTP PIMF shielding CAT.6 RJ45 network cable Ethernet cable DSL LAN router switch modem patch panel - black - 1 piece : Amazon.co.uk: Computers & Accessories

Tudor · Answer

Contact VM, your pods need to be reassigned to your new hub.

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

W0LF1E · Answer

I did contact support (if you read my post). Let’s hope someone from VM does read my post &amp; get in touch soon &amp; let’s hope they can help- kinda why I posted

W0LF1E · Answer

Rebooted from the wall &amp; guess what - download us now 30-50Mbs on all 4 iPhones in the house. You can’t tell me that’s not down to the new Hub .I know they reassign the pods to the new hub - I’ve spoken to them twice and they’ve still not reassigned my pods. I could check… if the Connect App was working. :-(

Molly_T · Answer

Hi W0LF1E 👋 Welcome back to the community forum! Thanks for posting.&nbsp;
Sorry to hear about your experience swapping to 1gig and your new Hub 5.&nbsp;
To start, it does sound like your Wi-Fi POD's need to be paired with your new hub, so I will send you a PM to confirm a few details and offer help with this.&nbsp;
 We can then run some additional testing on your equipment to see if there are any further issues we need to investigate.&nbsp;
Please keep an eye on your Inbox 📩 in the top right corner of the page for the PM offering help.&nbsp;
 We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞

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New Hub 5 worse than my Hub 3

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