Forum Discussion

hondola's avatar
hondola
Tuning in
12 months ago

Dodgy Hub 5 Need Replacement

Hi there,

We have a Virgin media Hub 5 and have done for a couple of years, however its developed a fault.

If we are doing some light dusting around it, or it gets moved slightly, it cuts out and we lose WiFi in the whole house on all devices. 

Its a bit concerning, and having rang the helpline the operator was unwilling to help, not for the first time.

Could I please get someone form Virgin to respond and potentially message about scheduling a replacement router/Hub 5? Its important for my son as he works from home, and this could cause him to miss deadlines.

 

Thanks.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    That sounds like a connection might be loose or damaged. Can you check them? The Hubs are not usually affected by vibration. 

  • hondola's avatar
    hondola
    Tuning in
    12 months ago

    We have checked all the cables already, none are loose and the connection is not damaged.

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      12 months ago

      Hi hondola,

      Thank you for reaching out to us in our community and welcome, sorry to hear you think your Hub 5.0 may be faulty du to it kicking everyone off when moved, as advised by Jpeg1 this may be a loose connection, please can you check all connections from the wall coming in up to the router, please make sure all hand tight.

      Regards'

      Paul.

      • Razzle1st's avatar
        Razzle1st
        Joining in
        12 months ago

        Mines doing exactly the same no loose connection everything fitted properly.

         

        it just turns off with switch in on position - if you then apply a small amount of pressure to the switch area it reboots and comes on but once you let go it turns off again 

         

        the switch unit is dodgy and failing for sure nothing to do with cables or connections 

  • Razzle1st's avatar
    Razzle1st
    Joining in
    12 months ago

    Mines done exactly the same 

     

    the power switch at the back is super sensitive and turns off at the slightest thing.

    in the middle of programmes etc , no touching or vibration if I apply a little pressure to the switch area it comes back on as switch is in on position.

     

    will cal tomorrow but sound like it’s going to be a pain to sort out