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ph123uk's avatar
ph123uk
Tuning in
11 months ago

Been Promised a Superhub5 twice now...still hasnt arrived

Hi All,

Is there anyway I can get someone who doesnt fib to me please.

I have a superhub 4 and a Gig line, I have requested a Superhub 5 multiple times now over the course of more than a year, and twice been told I would get one, the last time i stipulated i would not be renewing my Virgin account if I didn't get one, was promised I would (this was on the renewal contact)....still no contact.

Its not a massive thing, I simply need it for the 2.5GBe port, the rest of my system uses is (I use an ASUS Mesh system all equipped with 2.5gbe, as well as some 10gbe cards in my PCs - my switch has 10gbe functionality)

I know I'm only missing out on around 100mb of speed (max throughput of 1gbe is around 930mbps) But its still free speed i could have if provided with the router, and it matters to me.

Please, can someone help me and provide me with the Superhub 5 and not simply lie to me.

6 Replies

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  • ph123uk's avatar
    ph123uk
    Tuning in
    11 months ago

    Just speaking with the livechat people and they are saying they have gone through my chat transcripts and it doesn't mention a promise of the Hub5 - I sadly didnt keep my transcript so cannot prove otherwise, however, its completely untrue.

    They want to charge me £25 for an engineer to visit my house to see if he recommends a change of router - just to be clear, my Superhub 4 isn't faulty - But I could be getting more, simply by changing to a Hub 5.

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    Before pressing on for "more" via a Hub 5 make sure you are 100% versed in the issues of :-
    + the Hub 5 2.5Gb/s compatibility issues, especially not working with unmanaged switches.
    + the Hub 5 WI-Fi 6 issues that render it totally incompatible with many 2.4GHz IoTs.
    + the lack of 10Mb/s network port support as used by popular brands of heating controllers.

    • MarkVM777's avatar
      MarkVM777
      Tuning in
      11 months ago

      That is the problem I have at present, the VM Technician change my Hub 3 last Sat 11th of May 2024 to Hub 5, when I was using Hub 3 pressing the WPS button Hub 3 connected all my devices, BUT now when I press the Hub 5 WPS button and I press the WPS button on my devices or put them in wireless connection mode, the Hub 5 WPS 2.5Mhz does not connect my devices I had attached when I had Hub 3, I have even tried a TPLink wifi extender so I can link all my devices to the wifi extender if the wifi extender can be linked to the Hub 5, but the Hub 5 will not connect to the wifi extender at 2.4GHz.

      Conclusion: Beware The VM Hub 5 is not user friendly

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    Which model(s) of TP-LINK devices do you have ?    ( exact model number )

    I ask because Powerline extenders with Wi-Fi should work fine. Also Wi-Fi Repeater AC1750 / RE450 also works & has proved to be a very functional bridge between the Hub 5 and IoTs + older laptops.+ CCTV etc.

  • ph123uk's avatar
    ph123uk
    Tuning in
    11 months ago

    Thanks all, I literally only need the Hub 5 in modem mode for the 2.5gbe ethernet port to connect to my Asus AX router - which then feeds a full ethernet backhaul mesh system then into my server rack to my switch.  I'm currently getting 920mbps but given the quality of the rest of my internal network, I want that extra throughput - may as well get the extra 200 ish mbps that's sat there unable to be used.

    I have an engineer booked for this Saturday, and, in the words of the Virgin "helper" if HE thinks i need an upgraded hub, then they will change it.  Fingers crossed he is used to a home with its own server cab....