Upgrade to the Hub5

Unlikely given that they are reserved for new customers plus there has apparently been a loss of stock at a depot. If you are still within your 14 day cooling off period you could try leveraging this via the retentions team. 

Full speed, as far as VM is concerned, is achieved across multiple devices at the same time, so the HUB 4 is more than capable.

Hi Bilco62, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

The Hub 4 is fully capable of handling 1GB speeds so we would not look to upgrade the hub I'm afraid. We're sorry to hear that you you believe there's an issue with your internet connection speeds. Please have a look here.  From that link, you'll be able to check if there's a fault in the area, test your line, replace your equipment or book an engineer visit if it's needed.

The speeds you get at home will, of course, depend on a variety of factors, it depends on your package, what and how many devices you have, how they are connected amongst other things.

We do have a download speed guarantee though - this will show the minimum speed we would expect for all our packages - you can take a look at that here. You can run some speed tests via SamKnows which will advise the speed from your hub and the speed to the device.

If after having a look, you're getting lower than the minimum over a direct wired connection then please do pop back to us so we can help further. 

Thanks, 

In short, yes, but its lots of arguing. Why should you pay for GIG1 and get an inferior HUB4 with slower WIFI speeds than a HUB5 with WiFi AX speeds.

Also, the HUB5 has 2.5gbs port which you can use (like me) to a 10gbps switch that also has minimum 2.5gbps ports as well as some 10gbs ports, so every device can actually make use of the 1300mps profiled speed on GIG1.

Raise a complaint if you do not get anywhere with forum staff on here. Remember to put the forum's staff name in the complaint too. It's not acceptable to pay for same as another customer for same tier and get inferior equipment that does not allow you to make use of the speed you pay for. VM control the gateway appliance to their network, so not as if you can simply go out and buy yourself a better modem.

and also, GIG1 is not sold with small print saying its shared bandwidth and no device can get GIG1 speed or the actual profiled speed (circa 1300mbps). Its simply sold as GIG1 with no disclaimer to say no device can get maximum of 940mbps because of port speed limitation on HUB4.