Forum Discussion

peter90's avatar
peter90
Tuning in
3 days ago

Scheme to offer free Hub 5 upgrades. Status?

oes anyone know what the current status of the project to offer free upgrades to Hub 5 is?

 

In October of last year (2025) Virgin Media (specifically Gareth Lister the Director of Connectivity) promised that people not on Hub 5 will be offered an upgrade at no cost.

From the press release: https://news.virginmediao2.co.uk/virgin-media-o2-begins-upgrading-customers-to-the-wifi-hub-5-for-free/

"Virgin Media customers across the UK will be offered the chance to upgrade to a WiFi Hub 5 at no extra cost. "

"Gareth Lister, Director of Connectivity at Virgin Media O2 said: “Providing our customers with the very best broadband experience sits at the heart of Virgin Media O2. As our technology and products evolve, we’re committed to making it easier than ever for our customers to enjoy them. Not only will this upgrade benefit thousands of customers’ connectivity by enhancing their coverage, it will also future-proof their broadband services for new innovations to come.”   

It said thousands would  be offered the upgrade in 2025, and the scheme would be expanded in 2026.

How is it going? Is there any information about how soon a Hub 3 user might expect to be offered this free upgrade? Has anyone reading this forum been upgraded?

Can Virgin forum staff please comment.

8 Replies

  • dhairbus's avatar
    dhairbus
    Dialled in
    1 hour ago

    Don't believe everything that is stated by VM - "recollections may vary" Free upgrade  as stated years ago =£40:00 for a Gig 1  customer since launch 

    Transcript from chatbot/agent -    "Hello, I understand you want to know when your hub will be upgraded to a Hub 5, and I’m happy to help with that. I’ll take a look at your account details and assist you accordingly so we can see exactly where things stand with your replacement.

    xyz, I would like to inform you that Hub 4 which you have now is completely compatible with the Gig1 broadband service. However if you're looking to get Hub 5 then it'll cost you £40. Let me know, should I proceed to order Hub 5 for you?

    xyz, I would like to inform you that Hub 4 which you have now is completely compatible with the Gig1 broadband service. However if you're looking to get Hub 5 then it'll cost you £40. Let me know, should I proceed to order Hub 5 for you?

    I can put £40: to better use such as like moving to another provider!

  • Client62's avatar
    Client62
    Alessandro Volta
    3 days ago

    The recurrent Wi-Fi and DHCP failures of the Sept 2025 Hub 5 software update : 
    LG-RDK_11.6.2-2410.1 could be why it has all gone very quite.

    • peter90's avatar
      peter90
      Tuning in
      2 days ago

      Thanks, helpful suggestions. I remember watching that thread at the time. Neither techniques work for me nor my friend, who has been going round in circles with support for her ancient hub 3 and I was somewhat hoping this scheme might coincidentally come to her rescue. I've worked round my hub3 problems (I'm a fairly recent new customer) because I happened to have a router in a cupboard (TP-link) so putting the hub3 in modem mode sorted that out without me having to tear hair out getting support or obtaining extender pods. Anyway, I was just interested to see if that press release ended up going anywhere with an actual concrete rollout involving offering thousands of people upgrades. Congratulations to that one forum member who actually did get one! 

      • roy247's avatar
        roy247
        Hero
        2 days ago

        Can't believe I am the only person who got a Hub 5 at the time of the offer.