Forum Discussion

golf20vT's avatar
golf20vT
On our wavelength
6 months ago

upgrading from hub 4 to hub 5 (Dire technical support)

Hi,

Just spent nearly an hour trying to sort out problems with my Hub 4 and trying to change for a Hub 5.

I hate this online chat nonsense!

They told me that the hub 5 only works with 1Gb broadband, is that true? (that's not what I've read)

I have several devices that can now use Wifi 6, but my Hub 4 doesn't support it

We've had these pods things, but we have an old property, and they don't really help. we've had 3 routers replaced, but what goods that.

Is VM technical support really still this bad?

13 Replies

  • nagcra81180's avatar
    nagcra81180
    Tuning in
    20 days ago

    We have had 1Gb BB with Virgin now for 5 years and been trying to get a Hub 5 we are still using a Hub 4.

    How can I upgrade my Hub?

    3-4 months left on contract, if we can't get a Hub upgrade to 5 we will be leaving Virgin.

    Paying for full package without the newest Hub is unacceptable tbh.

     

    Regards

     

    Craig

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      18 days ago

      Hello nagcra81180

       

      Sorry to hear you're unhappy with the current hub model you have, we appreciate you raising this with us via the forums.

       

      As the Hub 4 is capable of supporting 1 Gig speeds we wouldn't look to upgrade you to the Hub 5 at this time. We appreciate this isn't the answer you were looking for but trust it answers your query.

      • nagcra81180's avatar
        nagcra81180
        Tuning in
        17 days ago

        I understand hub 4 supports upto 1 gb speeds but my connection is coming through at 1250 mbs down and 100 mbs up so if my connection is capable of 1gb+ speeds surely the hub 5 would be better.

        And again of this cant be upgraded in 3 months when contact is up I will not be looking to recontact.

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    6 months ago

    Hi golf20vT thanks for your post although we're sorry to hear of your concerns raised here.

    Depending on the tier of your broadband, we do usually reserve the Hub 5 for 1GB connections only. 

    However, the Hub 4 does support up to and including this tier so we do not guarantee a specific type of Hub.

    We'd not be able to provide a swap at this stage, unless there is a fault with your Hub but this is usually a like-for-like swap of the same model.

    Many thanks

    • golf20vT's avatar
      golf20vT
      On our wavelength
      6 months ago

      We've had so many problems with Virgin, over the years (we were with Telewest) it maybe time to shop around for a company who'e equipment and customer service is more customer focused and up-to-date  

    • unisoft's avatar
      unisoft
      Knows their stuff
      6 months ago

      The HUB5 is rolling out to new customers m350 or above now. Others get an email invite to upgrade (over time). I'd be miffed off if I was paying gig1 with a HUB4 and older WIFI 5 rather than 6 and no 2.5gbs port that you can use to a switch to get over 940mbps, when other customers on same tier could because they had a HUB5.

      VM should prioritise hub4 customers on gig1 getting a hub5 upgrade first as well as new GIG1 customers.

      Also in areas of high utilisation, VM did upgrade people to hunt to use the extra docsis 3.1 channel regardless of tier.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 months ago

    I have a 90 year old property with very thick internal walls and would never ever consider a mesh system. I have Unifi Ethernet wired access points and get excellent WiFi in all rooms. People just buy a mesh system, plug it in and expect it to work in all situations. They never ever do a proper WiFi survey.

    • unisoft's avatar
      unisoft
      Knows their stuff
      6 months ago

      Some mesh, like Asus, allow ethernet backhaul.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    6 months ago

    All hub wifi is poor just look for a better wifi 6 router with 1Gb port (which if any one makes a router with wifi 6 have 100Mb ports should be shoot its E-waste) and put hub in modem mode 

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    At M500 or less the Hub 4 does have you covered. Old properties often have masonry internal walls
    and any make of Wi-Fi Repeaters including VM Pods can work very poorly in that situation.

    Have you considered Wireless Access points on network cables ?

    Wi-Fi 6 is intended for large density environments like airport lounges.