Hub 5: Our first ever WiFi 6 broadband router

[Kei_M]

Back in October we announced the launch of the new Hub 5 and we’ll be offering this to customers at no extra cost as part of a phased rollout.

Our next-generation Hub works alongside Virgin Media’s ultrafast broadband network to deliver peak WiFi performance, thanks to WiFi 6.

This latest future-proof WiFi standard, which will work with Virgin Media’s existing DOCSIS 3.1 technology, is designed to power the next-generation of connected devices – including modern smartphones, laptops, tablets and next-gen games consoles.

With this latest technology and even more WiFi antennae than its predecessor, the Hub 5 will be able to support more devices, connecting at the same time, while expanding coverage and stability which improves WiFi performance.

It means the new Hub 5 boasts increased WiFi speeds, lower latency and can help reduce interference from neighbouring hubs and devices.

The Hub 5 has been designed to support multi-gigabit speeds and comes with a 2.5Gbps ethernet port alongside three additional 1Gbps ports.

FAQ

How can I get a Hub 5? / I’m on Gig1 Fibre and need the Hub 5 to maximise my service

We've started to offer the Hub 5 as standard to new Gig1 customers as well as existing customers without a Hub 4 who upgrade to Gig1. Currently there is no other way to get a Hub 5.

Temporarily, due to stock levels at the end of last year and the start of this year. Some Gig1 customers expecting a Hub 5 may have received a Hub 4 instead. We'll be contacting these Gig1 customers to offer them a Hub 5 via email.

What are the specs?

-Broadband – DOCSIS3.1/3.0 Broadcom 3390S

-WiFi:

• 5xAntennae
• 4x4 MiMo 5Ghz Broadcom 6715
• 3x3 MiMo 2.4Ghz Broadcom 6710
• WiFi 6 (802.11ax)

-Ethernet:

• 1x2.5Gbps Broadcom 54991EL
• 3x1Gbps Broadcom 3390S

[Deryk]

Ok… i'm beginning to think there out to get me, my hub 4 has rebooted itself 5 times in 2 days, I never have problems like this, status checker says all is good, I certainly do not want another hub 4, ( I think this is my second ) still not able to get a hub 5, Le Sigh

[LX93]

@Deryk

i had issues with my 2nd hub4 around 2-3 weeks ago.

got a technician out, despite having invite email for hub5 & call centre bloke putting a note down about that, the technician replaced it with another hub4, only one he had left in the van which i was suspicious about, while complaining he hasn’t had any hub4 stock for a while.

was right to be suspicious as the 3rd hub4 is having the exact same issues that the OG & replacement hub4 had.

so now have another technician appointment, more disrupted service & if they swap it again, probably another hub4 despite me asking for a hub5 (& being invited) after constant failures (& issues with each one in modem mode with a 3rd party router) & the fact if i just stuck with my normal service & upgraded to Gig1 now, they’ve been giving me a hub5 as standard.

[Deryk]

I know, it couldn't be more annoying, i'm not going to accept any help until it dies or we can actually get the hub 5, I haven't got the space in my head to be dealing with engineers for it just to keep happening, I might have a odd reboot every couple of months but 5 in 2 days is way more than usual. its crazy to think everyone on the same package- gig1- for now cant actually get the latest equipment...

[sambo2008uk]

Had technician out as hub 4 kept rebooting. Swapped it for a hub 5. Well happy. Engineer said he doesn't stock hub 4 anymore so anyone that needs a hub replacing will now only get a hub 5.

[bartkus05]

Engineer just left - replaced hub 4 with a hub 5. 

Speed is there guys, stability is too early to say, pings without load good, with load erm see yourself. I also asked the guy to run power separately to the boostral ONT / HDU (fibre termination point) - that improved the SNR by a lot! from 39 average to 42 average. We'll see what happens with time. Basically no power runs down the same coax as signal. 

[LX93]

Hopefully the technician swaps out this 3rd faulty Hub4 tomorrow for a Hub5.

I made a complaint yesterday & heard back today only to hear back that I supposedly have a Hub5 order active. I haven’t had any confirmation but have had two declines in the past. I’m guessing this is the third attempt but this was in August so i should have heard something by now.

The whole situation is still ridiculous.

[TeddyTRK]

I have had 3 faulty hub 4s, went on the live chat - after being told 20 times they can't order a Hub 5 online they ordered me one the moment I said I wanted to leave for free under the rights that my speeds eere under their minimum lol

[Stairhopper]

Just had a chat on their WhatsApp service about my randomly rebooting Hub 4 which keeps resetting its 2.4Ghz SSID.

It felt like pulling teeth trying to get someone out I’ll admit. I’ve been holding out for new hardware since I know the Hub 4s are garbage and as soon as I mentioned a replacement/upgrade Hub it was just ‘We’ve identified a short term network issue’. Short term since 2021 I said which affects my SSID?

Managed to get an engineer booked after that though so hopefully they’re carrying a Hub 5. I already know I’ll have to get another replacement if a Hub 4 is installed. At that point I’m just going to say I’ll leave or file a complaint. I’m fairly patient but being brushed off after almost 2 years of patience in favour of new customers seems highly unfair.

[LX93]

So i phoned faults line again as per the request of the complaints team to find out about status of the Hub5 order.

Spoke to a great agent. Very nice & understanding. He chased it up with his manager & after a 10 min wait, the manager has now changed my technician appointment tomorrow to a straight hub swap to a Hub5 in hopes that fixes the ongoing issues.

Once again though even the agent complained about the Hub4 & the unreliability.

So we’ll see what happens tomorrow but hopefully it’s all sorted. Shouldn’t have took this long however for myself or others.

[TeddyTRK]

In order to get a Hub 5, I had to go to resolutions who then put me through to retentions and then I said I wanted to cancel my contract. They then offered me a new 18 month contract (£1 more a month than what I am already paying) and then sent a Hub 5 out to me, will arrive on the 10th September. So happy with the outcome even if they do get an extra £1 a month out of me lol. Theres no plans for other 1gig full fiber networks looking to start work in my area anytime soons so I would have had to renew my contract later on in the year anyways and probably at a more expensive price, got it out of the way really lol.

[dmason197]

I completely understand. I have placed an order for the new Hub 5 and have sent an email with the confirmation. I have also waived off the activation of 35.00gbp as a good will gesture. Yodel will deliver within a 2 hour slot between 08:00 - 21:00 . Yodel will inform customers on the day of delivery via text message and email to time of your 2 hour delivery time slot and will then receive a text message either the day before or early on the day of delivery with a tracking number. Once you've received this, you can track their order by going to http://www.myyodel.co.uk/

[dmason197]

I'm getting mine delivered today by Yodel hopefully It isn't a Virgin HUB Four I'll keep u all updated 😉😉😉

[dmason197]

My router Is all set up and the connection Is far better than before

Thank you Virgin Media 

Kind regards 

 Dean

[jamilayz]

Good News Dean.

[dmason197]

My speed test results are fantastic 👏 🙌 👌 

Thanks so much for getting me this Virgin Media HUB FIVE 😉😉😉

 

[mint_sauce]

So, it kind of sounds like it's now possible to get the hub 5 to make use of the full 1gig service? 

[jamilayz]

 Speeds I am getting on my Hub 5

[nad_haque]

My hub 5 got replaced today again unfortunately but my hub speeds better then previously. 850 on Wi-Fi but can go up to 920mbps. Ethernet 1140-1200mbps sometimes even more so I’m a happy chap 

[josh94]

wont be higher than that as the modem is hard capped, I bet you cant show up a speedtest result higher than 1160 as thats what the max packet translates to with throttle margin

[TeddyTRK]

Hub 5 coming tomorrow, glad all the issues have been sorted. Will never forgive Virgin for the wait though. Completely unprofessional