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KeetDavies123's avatar
KeetDavies123
Tuning in
21 days ago
Solved

Wireless Router

I was recently emailed by a company called NETGEAR who informed me that my wireless router had reached it's end of service. A friend and my daughter assured me that virgin replace routers free of charge. I contacted Virgin last week via live chat and was told they were out of stock but one would be dispatched FOC as soon as their stock was replenished. On Saturday I had cause to phone the helpdesk in another matter and then asked if the routers were yet in stock. The operative assured me that virgin DO NOT send out wireless routers. I am now confused. Can anybody help please?

Keith

  • KeetDavies123's avatar
    KeetDavies123
    21 days ago

    Thanks for all the replies. I have 'chatted' with Virgin again and have been told a new router should be with me in the next day or so. I will now see if that happens.

8 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    21 days ago

    Virgin Media supply VM Hubs.

    Reading that NETGEAR emailed direct to you suggest that Router is yours
    and not a device supplied or supported by VM.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    21 days ago

    What is the model number on the label? 

      • newapollo's avatar
        newapollo
        Very Insightful Person
        21 days ago

        Hi Keith,

        Which actual mVM hub do you have?

        If you have a VM hub that's older than the hub 3 then the account holder should be able to request a free upgrade due to possible security updates issues.

        See https://www.virginmedia.com/help/how-to/broadband/device-security-information

        The account holder may also be able to upgrade the hub (depending upon the speed of their package) by logging into My Virgin Media. Info below from the following page:-  

        https://www.virginmedia.com/broadband/existing-customer-deals/hub

        Can I upgrade the Hub?
        If you currently have a Hub 3 or older model (including the Superhub 1A, 2A etc.) you’re eligible for a Hub upgrade if you order or upgrade to one of our Gig1 Fibre broadband packages.
        Sign in to My Virgin Media to check your existing package and upgrade your service today.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    21 days ago

    If you were emailed directly by Netgear I doubt it’s a VM hub, because how would they get your email address. Are you running in modem mode on your VM hub? VM started with a SuperHub1 VDMG480, if you just have a router from Netgear it must be very old as the SuperHub1 was first used in 2009.

    • KeetDavies123's avatar
      KeetDavies123
      Tuning in
      21 days ago

      Thanks for all the replies. I have 'chatted' with Virgin again and have been told a new router should be with me in the next day or so. I will now see if that happens.

      • Tudor's avatar
        Tudor
        Very Insightful Person
        20 days ago

        I’ve checked on the data sheet for a WNR1000v3 Netgear router and it’s just a router no coax cable port for a DOCSIS cable system. You must have some other equipment connected to the incoming coax feed. What device is before this modem?