Forum Discussion

dobbollah's avatar
dobbollah
On our wavelength
26 days ago
Solved

Poor Hub 4 Connection

I know it's an old post, but I'm.on a hub 4, I've got gig1 and have been a customer for years, coverage at home is poor, the boosters don't work....can I get a hub 5 to try ?

  • dobbollah's avatar
    dobbollah
    23 days ago

    Once again Virgin have missed the point, my issue is poor wifi in the house.  All you've done is check service status. I never said that was a problem.

    Firstly ive been through those checks, and the connect app is useless.

    If I were a new customer on my package, which ive had with you for 10 years i'd get a hub 5, which runs wifi 6 which I believe us faster and more efficient. 

    I don't think for a long standing loyal customer this is a big ask.

    I was told yesterday I would not be provided one as hub 4 and 5 were basically the same, that's 2 different fob offs in 2 days.

    So do you know what, after a decade of paying you for the top package, and being a volt user with 02 also, I'm done.

    My loyalty has zero value to you so goodbye, all services have been cancelled.

5 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    23 days ago

    Good morning dobbollah 
    Thanks for posting and welcome back to the community. Sorry to hear of the Broadband issues. At this time of diagnostics, we wouldn't be able to send you a Hub 5. We've ran a check on your services and no area issues or outages are showing. You've said the Pod's don't work, can you make sure the below is being followed;

    •    The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'.
    •    Channel Optimisation must be left on.
    •    The SSIDs must be the same and broadcast enabled.
    •    The SSID must be password protected.
    •    The Passphrases of the SSIDs must match.

    As long as all of the above points are all met then the Pod should automatically connect to your Hub's Wi-Fi and begin broadcasting. The wireless details from the Pod will be the same as the Hub's details, so no additional steps are required to connect the devices in the home. Then do a wireless scan using the Connect App which should help fix this :) Keep us posted.

    • dobbollah's avatar
      dobbollah
      On our wavelength
      23 days ago

      Once again Virgin have missed the point, my issue is poor wifi in the house.  All you've done is check service status. I never said that was a problem.

      Firstly ive been through those checks, and the connect app is useless.

      If I were a new customer on my package, which ive had with you for 10 years i'd get a hub 5, which runs wifi 6 which I believe us faster and more efficient. 

      I don't think for a long standing loyal customer this is a big ask.

      I was told yesterday I would not be provided one as hub 4 and 5 were basically the same, that's 2 different fob offs in 2 days.

      So do you know what, after a decade of paying you for the top package, and being a volt user with 02 also, I'm done.

      My loyalty has zero value to you so goodbye, all services have been cancelled.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        21 days ago

        Sorry to hear you feel this way, dobbollah, and that you've decided to leave us. 

        We do occasionally offer free hub upgrades to those eligible to receive them via email marketing correspondence; however, these are not available for free upon request, sadly. 

        WiFi is very tricky, and there are so many factors that can affect it, which is why we would need to run the troubleshooting steps to try to determine the root cause of the issue. Pods will only help with coverage concerns, and so would need to be placed and positioned correctly to work optimally, which would also require troubleshooting steps. We're more than happy to help and support you through these steps if you still would like support. 

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      19 days ago

      We're sorry to hear you have cancelled. We do wish you all the best with your new provider. 

      ^Martin