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The_Tonner's avatar
The_Tonner
Tuning in
3 years ago
Solved

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???

 

5x
5x hub
5x Pod
5x Problem
pod
router mode
  • Tudor's avatar
    Tudor
    3 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.

65 Replies

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  • Bionicbone's avatar
    Bionicbone
    Tuning in
    2 years ago

    Well I finally got sorted, a WiFi Pod turned up in the post about a week ago, plugged it in half way between my router, waited a few mins for the LED to go out and the problem zone is now full speed. The annoying Powerline WiFi booster that I had so many issues with blocking traffic and needing resetting is now gone J

    I wish I could say swapping to Virgin had been a stress free experience, it was not, but in fairness only because I needed a Wifi Pod and it was difficult to get hold of.

    Now I am sorted then I can state am very pleased. I have a monitor running and I have had stable internet since go-live. Its faster then I pay for by 20 or so mbs and does not slow down at peak times.

  • obbitz's avatar
    obbitz
    Joining in
    2 years ago

    I had exactly the same problem, the engineers were totally unaware the Hub 5x fibre modem could not be put into modem mode. I have a large spread out bungalow as my partner is disabled. I use a tri-band Wi-Fi 6 with 3 nodes to cover the property.

    I was assured at every stage that the Hub5x could be put into modem mode.

    I managed to get it into modem mode using 193.168.0.1/?page=modem mode it took about 15 mins to reboot and the Green steady light came on.

    I disconnected my router from all other devices apart from Ethernet connected PC, set it to DCHP, waited 15min, tried connecting the WAN cable one ar a time to all4 Ethernet sockets on the Hub 5x, waiting each time, the router was unable find the Hub 5x.

    I spent over 7 hours over two days being passed from pillar to post at VirginMedia support.

    The save simply do not understand that the Fibre Hub5x has no modem mode, it was even suggested I go back to a Hub5 or 4, but I had to point that these are coaxial not fibre.

    After being on the phone last Thursday, going through all the security questions and explaining for the ninth from scratch I cancelled the contract.

    Do not get VirginMedia Full fibre if you want to use your own router.

     

    • Tudor's avatar
      Tudor
      Very Insightful Person
      2 years ago

      Let’s be clear, the Hub5x does have modem mode, but it is not currently activated. By trying undocumented work arounds is not the way to go. Modem mode will be available soon.

    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 years ago
      obbitz wrote:

      Do not get VirginMedia Full fibre if you want to use your own router.

      Yep modem mode must be available from the start of any kit you would think VM would of learnt that but they do like learning the hard way it seems the funny thing is they did learn the hard so that SH2, hub 3, hub 4 had modem mode from the start and then they go do it all over again.

      Its sad we need people like you to cancel the contract after VM go to the trouble of installing you so they get the message.

  • cdturri's avatar
    cdturri
    On our wavelength
    2 years ago

    This may come a bit late since the OP has now solved the wifi issues. However I wanted to add to the discussion that not all third party wifi mesh issues need to take over the router capability and therefore do not require the ISP router to be put in "modem mode". And agianst what was mentioned before these wifi mesh systems that do not take over the router will not suffer from the double NAT problem. One such system is Ubiquiti Unifi which is  a prosumer wifi mesh system that sits above all the consumer ones but below enterprise systems like Cisco or Aruba. I have been using Ubiquiti Unifi for over 6 years and it's the best technology decision I have ever made. The only requirement to integrate a Ubiquiti Unifi wifi mesh system is that all the wireless Access Points need to be wired. Aside from that they can work with any ISP on the planet. Ubiquiti does sell routers which can take over your ISP router andf integrate with Ubiquiti Unifi (Dream Router) but it's not a requirement for the Ubiquiti Unifi system. The other thing you probably want to do is also to turn off your ISP's wifi to avoid having two wifi systems in the same house, but again this is an  optional improvement. Ubiquiti Unifi will work along other wifi networks if needed. 

    • Tudor's avatar
      Tudor
      Very Insightful Person
      2 years ago

      "The only requirement to integrate a Ubiquiti Unifi wifi mesh system is that all the wireless Access Points need to be wired."
      1) when it’s like this it’s not a mesh system

      2) May possibly be true if you do not have a UniFi router or run UNA (UniFi Network Application, that can run on any platform), but if you have these all UniFi WAPs can be meshed. They are just not called a mesh system.

      • cdturri's avatar
        cdturri
        On our wavelength
        2 years ago
        Tudor wrote:

        "The only requirement to integrate a Ubiquiti Unifi wifi mesh system is that all the wireless Access Points need to be wired."
        1) when it’s like this it’s not a mesh system

        2) May possibly be true if you do not have a UniFi router or run UNA (UniFi Network Application, that can run on any platform), but if you have these all UniFi WAPs can be meshed. They are just not called a mesh system.

        Sorry but you are wrong. Ubiquiti Unifi mesh works perfectly without having to take over your LAN or internet routing capabilities. It's a common misconception that a wifi mesh neets to route your internet traffic. They don't. They only need to to route your wireless traffic to work as a mesh. My devices "roam" between all my house access points without any problem at all. Unifi it's a single wifi SSID with multiple bands and frequencies. That's the definition of a wifi mesh. And in my opinion is one of the best wifi mesh systems only below Cisco or Aruba. Also the UNA (UniFi Network Application) is only needed for configuration and for logging, it does not affect the Mesh capabilities and how the clients roam between WAPs.

  • mk71's avatar
    mk71
    Tuning in
    2 years ago

    My sister has had paltry 10mb internet with Sky and slightly better with BT (two separate lines), so when the chance to get 1gb Virgin broadband appeared it was a no brainer ( I have VM at mine and it's fine).

    When the guy installed the new hub, he never said it was anything like a trial or had limitations, and said we would be able to order the three free WiFi pods as per the 1gb contract, and they would help. He also said otherwise, you could get a Google Nest if you needed a WiFi boost downstairs and the pods aren't enough...

    He tried to help us order via VM Connect, but there was nowhere on there to order pods. So after trying live chat, u was directed to the VM WhatsApp Business chat, and after a while they said they had put through the order for WiFi pods for me, and they would be here in 3 days. That was 4th November. A week later, I followed up through the WhatsApp chat, and again eventually got through, they confirmed the order was still on the system, and I should get an email from Yodel with tracking information... could take 3-14 days now.

    Last Friday 17th, as the 14 day period approached, contacted on WhatsApp, explained the frustration and they said that the order wasn't on the system, and it had been cancelled. Full of apologies, they said they had submitted the new order for a pod, and I would definitely get an email from them to confirm this within 24 hours.

    So today, 3 days later and nothing, so I contacted them on WhatsApp again, and after explaining the issue and what I was waiting for, apparently we got a 5x router which we had no idea about, and the agent said that it appears these pods are not compatible with the 5X so he would cancel the order, and gave a number for a 5X team who would supposedly be able to help with the WiFi issues (the WiFi is poor downstairs, Roku box and phones are getting a poor service)...number 0345 4541111 option 1, option 1... And these should be able to assist. 

    I am not as technically gifted as most on here it seems, and just want to get a good WiFi signal around the house, it's great upstairs where the 5x is. We have no intention of fiddling with any settings unnecessarily, and just wanted to receive at least one pod to see if that improved it. So tomorrow I intend to call them and ask to send a pod anyway, and provide other solutions, as it is not fit for purpose currently, we shouldn't have to be spending loads more on top.

    Out of interest, if we did want to get something that would help, I had originally thought of  TPLink Powerline Kit, with the main plug near the router and the other plug near the sky TV box, to link to the Sky TV and also act as a wireless connection downstairs? Would this work for the 5x, and if so which package (we are on a budget).

     

    I use the Powerline on mine with router upstairs and Fire TV downstairs connected and it's been fine, but I have a relatively old router!

    With it being Black Friday time, if we needed something like that it's a good time to look...

     

    Any thoughts appreciated, my sister is so frustrated, as are her 4 kids!

     

    Thanks in advance 

     

    • Jodi_S's avatar
      Jodi_S
      Forum Team (Retired)
      2 years ago

      Hi mk71,

      A warm welcome and thanks for posting on our community forums. We're sorry to hear that your sister is having issues with her new 5X hub and the WIFI not reaching downstairs. 

      As you posted a short while ago, have you spoken to our team about this issue again or do you still require help ordering the pods.

      Kind regards Jodi. 

       

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    XGS-PON has to be available at your property to use a Hub 5x.

    If the connection to the VM Hub is CATV / RFoG ( like ours ) then a Hub 3/4/5 is required.

  • Slughead91's avatar
    Slughead91
    Just joined
    7 months ago

    I've been waiting since September 2024 for the 5x software update to enable Modem Mode, based on the history of this thread I have no confidence that it is coming anytime soon.

    I believe this is a deliberate decision by Virgin Media to force us to pay £8 a month for their WiFi pods, so I have begun the process of cancelling my policy.
    I now have to get 3 separate technician visits to tell me the 5x doesn't have modem mode, in order to avoid paying the cancellation fees. There is a £25 fee if I miss a technician appointment, so it seems it will cost Virgin Media three times that to make me jump through these pointless hoops.

    Virgin then refused to push the software update to my 5x, or give me a Hub 5 (which allows modem mode), or give me a discounted WiFi pod until I get the 5x software update. Surely any of these options would be cheaper than them wasting £75+ on technician visits and then losing a contract with no cancellation fees?