The New 5x Hub (different than the standard 5Hub)

Hi everyone, I hope this information can be helpful for others as it took me over a week and more than 20 calls to Virgin support to finally resolve the issue.

After residing at my property for over 10 years, I was thrilled to learn that Virgin Internet was now available in my area. Without hesitation, I signed up for the 1Gig plan as soon as I saw the Virgin engineers working nearby. During the sign-up process, I informed the sales representative about my struggles with weak Wi-Fi signals in certain areas of my house. They assured me that with my chosen plan, I would be eligible for free Wi-Fi booster pods.

After the broadband installation by the engineer, we tested the Wi-Fi signal and, as expected, it didn't reach the areas where I needed it the most. The engineer advised me to contact Virgin support, assuring me that they would send out the booster pods. Unfortunately, despite placing the order for the pods four times over a span of 2.5 weeks, every time I called, I was informed that there were no pod orders associated with my account.

Feeling frustrated, I decided to conduct some further research and attempted to use my own Wi-Fi extenders. To my surprise, I discovered that the 5x hub does not have a router mode, which was an essential feature for my needs.

I contacted Virgin support once again and explained the situation, mentioning that I have the 5x hub. It turns out that the technical teams have not received training on this particular hub yet and are unaware that the pods are not compatible. Each time I ordered the pods, they were automatically canceled by another department.

Here are some key details to keep in mind:
- The 5x hub is different from the 5 hub.
- The 5x hub is connected via optical cable, not coaxial.
- The new routers currently do not have a router mode (at the moment).
- Not all support team members are aware of this information when providing assistance.
- Wi-Fi extender pods are currently unavailable (at the moment), likely due to the router mode issue.
- 5x Hub not compatible with the virgin connect App
- This 5x hub is a trial hub and they are giving customer this without telling them. (Well never told me)

For now, I have placed the router in the middle of one of my rooms to ensure a signal reaches my office. I remain hopeful that Virgin can address this situation, rectify the pod availability, and enable router mode functionality. Unfortunately, switching to the standard 5 hub is not feasible for me since the cables running to my house through BT ducts are optical-only.

I find myself in a rather inconvenient situation, but I'm optimistic that Virgin will resolve these issues soon.

If any Virgin Techs read this please give me a update or a time scale???

Tudor
2 years ago
1. I am assured by VM that modem mode will eventually be available on the hub5x with a firmware update, but at present VM want to test it out for ‘normal’ users.
2. The pods also require a firmware update to the hub to make them work, but that has nothing whatsoever to do with modem mode.
3. You should have definitely been advised that it was a trial and also given access to the ‘trial’ part of the bulletin board. (Unfortunately I cannot access this trial board, but if I could I may have been able to give a better answer to your concerns.)
You best option is to wait for a member of VM staff to get to your post to assist.

Do not think of buying a mesh system until modem mode is available, but there are many good WiFi access points that are not mesh and would help with your current WiFi problem.

Client62
Alessandro Volta
2 years ago
VM's WiFi Pods fully locked down Wi-Fi Repeaters i.e. they only work with 1 specific customers (DOCSIS) Hub 3/4/5.

Wi-Fi repeaters bought in retail could perform the exact same function of extending (XGS-PON / PIA) Hub 5x Wi-Fi coverage to more of your property. If you own the Wi-Fi repeaters you are free to configure and repurpose them as needed for operation with VM and / or any other ISPs Hubs / Wi-Fi Routers.
- The_Tonner
  Tuning in
  2 years ago
  But cant use a mesh system due to the lock down off the router mode.
  
  Would you agree VM miss sold Virgin to me based on my original requirements?
  - CraigT1976
    On our wavelength
    2 years ago
    Why not?
    I have 2 SSID's in my house, my Hub 5 one and my Deco Mesh.
    The only reason I didnt turn it into modem mode is that my upstairs TV is a pig to sync with wifi, so it still uses my virgin hub 5. Everything works perfect all over my house, top of my drive to the bottom of my garden. Just make sure only 1 of your devices is giving out DHCP (probably your hub 5x) then put decos into repeater mode and you'll be fine. Deco m4 pack of 3 are £129 for 3 at Argos currently.
Tudor
Very Insightful Person
2 years ago
1. I am assured by VM that modem mode will eventually be available on the hub5x with a firmware update, but at present VM want to test it out for ‘normal’ users.
2. The pods also require a firmware update to the hub to make them work, but that has nothing whatsoever to do with modem mode.
3. You should have definitely been advised that it was a trial and also given access to the ‘trial’ part of the bulletin board. (Unfortunately I cannot access this trial board, but if I could I may have been able to give a better answer to your concerns.)
You best option is to wait for a member of VM staff to get to your post to assist.

Do not think of buying a mesh system until modem mode is available, but there are many good WiFi access points that are not mesh and would help with your current WiFi problem.
- The_Tonner
  Tuning in
  2 years ago
  Thanks Tudor,
  
  Yeah it would have been helpful to know I was a part of a trial before 3 weeks in.
  No one also told me there was a trail section of the bulletin which might have saved me the hours of trolling through the web and this forum.
  
  I hope VM can at least give me a indication of time scales.
  I have tried the budget TP links but only getting around 20mbps which is poor considering im paying for 1Gig.
  - VMUser1812
    Fibre optic
    2 years ago
    Technically and legally, yes you were miss-sold a product, you were told it would do xyz, when in fact it wasn’t technically possible. Now it’s not your fault if VM fail to communicate between their various departments or fail to train their agents on what is happening. You probably do have good grounds to require VM to release you from contract without penalty and look elsewhere - not that this will happen without a fight and escalation to the Ombudsman Service, but in extremis....
    Now technically, you could get a mesh system and use it with the 5x in router mode, all you need to do is connect the mesh to the Hub, make sure nothing else is connected to the hub, try disabling the WiFi on the hub (not essential, and may not ‘stick’ based on how flaky reports of the Hub 5’s firmware is), but connect everything to your 'mesh-side' of the network.
    This will work, only real drawback is the double-NAT issue, probably not a problem unless you are running some kind of server on your network (and even that can be worked around), and make absolutely sure that everything is connected to your mesh system rather than to the hub.
- Anonymous
  11 months ago
  I am about to renew my contract, is there a way to find out if i can get the Hub 5X at my property?
  Sales has no idea,
  thank
  - Carley_S
    Forum Team
    11 months ago
    Hi Anonymous
    
    Welcome back to the community forums
    
    When we roll out XGS-PON in your area we'll be sure to let you know of any available upgrades/network changes when they become an option.
legacy1
Alessandro Volta
2 years ago
Well VM you have done it again force router mode that breaks stuff how many people have to complain this time? if you don't like putting 3 extra ports and wifi in the useless hub that will not get used then don't!
The_Tonner
Tuning in
2 years ago
!!!!!Update!!!!!
After posting this yesterday, I receive an email from VM saying my Yodel have a parcel booked for delivery.
This must be the Wifi Pod?
Will it work IDK?
But defiantly strange they VM are sending me something after I post a message about my issues.

I will give another update when it arrives.
- David_Bn
  Forum Team
  2 years ago
  Good Afternoon The_Tonner, hope you're keeping well.
  
  Can you please confirm if you have any updates for us on this matter?
  
  Kindest regards,
  
  David_Bn
  - The_Tonner
    Tuning in
    2 years ago
    Thanks @David_Bn, Update!!!
    I received a WIFI pod and have plugged it in, in-between my router and my home office (Where i was experiencing the lowest signal) I can now get up to 100mbps some times if doors are left open. (Better than 0-15mbps). Considering I'm paying for the 1Gig i was hoping for a bit better. I assume this means the WIFI pods work with limitations? It's hard to tell.
    David can you give me an update on VM training and how i can get the support from VM to better my service if i were to call? I no longer can waste weeks days and hours on trying to get better service.
    
    I would also like to note that even though i have the latest S23 Ultra phone with the capabilities of wifi 6 the router isn't set up to transmit the full 1Gig. The router only sends max 700 - 800Mbps (tested with only 1 device connected)
    When looking on the setting on the router it only shows settings for 2.4GHz and 5GHz, I assume The setting for the 6 are not on the 5x Router yet?
    Also still no Modem/router Mode available. Any update when this will be fixed?
    
    I hope you @David_Bn can give an update?
Client62
Alessandro Volta
2 years ago
Why can the Hub 5x not be used with a Mesh ?

As an example, a Deco X50 Mesh configured in Access Point mode connects to regular ISP Hubs/Routers.

If in the future the Hub 5x gets Modem mode, the Deco X50 Mesh could then be switched to Router mode.
Client62
Alessandro Volta
2 years ago
With a leading edge Hub 5x I would be opting for commercial Wi-Fi repeaters or adding WI-Fi mesh operated in access point mode.

Cost is not important vs the many hours wasted on the phone to Customer Support & only to end up with the trouble some VM Pods.
- Roger_Gooner
  Alessandro Volta
  2 years ago
  Client62 wrote:
  With a leading edge Hub 5x I would be opting for commercial Wi-Fi repeaters or adding WI-Fi mesh operated in access point mode.
  
  Cost is not important vs the many hours wasted on the phone to Customer Support & only to end up with the trouble some VM Pods.
  It's new to VM but not leading edge, just an ONT with a typical barely adequate router packaged in a box.
UFOInterceptor
Joining in
2 years ago
I have submitted a formal complaint to VM as I am experiencing the same issue with the hub 5x and wi fi pods. Is it no surprise that VM get such a low customer satisfaction when they are misleading their customers.
Client62
Alessandro Volta
2 years ago
Extending the Hub 5x WI-Fi coverage with a Mesh in Access Point mode is a reasonable option and is exactly what would be done for any ( BT / Sky / Talk Talk ) ISPs FTTC Router that does not offer modem mode.
UFOInterceptor
Joining in
2 years ago
Just noticed that the VM connect app is suddenly working!
The_Tonner
Tuning in
2 years ago
Update 27/07/2023
After learning that the VM Connect app now works with the 5x Hub, I decided to reach out to the VM team once again to improve the Wi-Fi in my home office. The fact that the app could connect to my router gave me hope that we could get the Wi-Fi pod to function properly.
After discussing the issue with the appropriate team at VM, they acknowledged that the pod was visible on their end but couldn't confirm if it was working on my end. To resolve this, they sent out engineer Dan to test the pod at my location. Yesterday, Dan diligently worked on making the pod visible to devices and accessible through the VM Connect app. After some troubleshooting, including calling the office, activating the pod, and clearing the app data and cache, it finally became visible, and I could see which devices were connected to my hub and the pod.
As a result of these efforts, my home office now receives up to 250Mbps, which is satisfactory for my work needs. However, I noticed that my phone, a S23 Ultra, connected to the same pod in the same location, only gets around 50Mbps, which is somewhat perplexing.
Another concern I observed is that the pod is just 2m away from the hub, with a clear line of sight, and yet it only receives a fair signal. I don't believe there's a better possible placement between the hub and the pod, and the signal remains fair at best.
VM has also sent another pod that I will set up today, and I hope it will address any remaining dead spots.
It appears that VM is now addressing some of the issues with the 5x hub:
- Pods are now working.
- The Connect app is functional.
- Access to modem mode is available through http://192.168.0.1/?page=modemmode.
- They now have a trained team that understands the 5x hub (Technical team option 2 - Unity team - xgs-pon trial team).
It's positive to see that VM is making improvements, but it's worth noting that it took me from 17th May to reach this point of having stable Wi-Fi in my office. The customer service I received throughout this process was poor, largely due to the lack of training. As a new customer excited about getting Virgin Media services, this experience has left me disappointed, disheartened, and somewhat bitter towards the company. I believe I should not have been a trial project for a service that wasn't fully ready, and I should have been informed before canceling my other service providers.
- jimthing
  Superfast
  2 years ago
  @The_Tonner - Pod #2 help any?
  My experiences as a standard coax (non-optical) VM user, with the THREE pods was very mixed; they improve things marginally at best.
  If I were you, I'd just invest the modest sum in 3-unit mesh system, turn on Modem Mode on the Hub 5X, and use that for your WiFi needs. It'd be vastly more performant and reliable than anything VM offer right now. And solve the forever heartache issues of bad connection and hours (and hours and hours, these days!) trying to deal with VM staff on said speed issues across all your devices.

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