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Community Manager
Community Manager

Hub 5.jpg

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.


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


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


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


The first line response of most it people is , do a reset. 

It means they can close the ticket. Keep there stats up 

As an it guy, it's sad to say that a lot of time it actually works. Just shows the level of software code out there. 

Virgin have imho taken this to a complete new level .

First level support . Do a reset , pull out power, wait 10 seconds, then wait for around 30 mins for the system to sort itself out .

Second level support . Do a system reset . Loose all the settings on the hub. Wait an hour for hub to sort itself out. 

If you get to third level .  That's the "I can see you have power level problems" . Take a day off work and I'll send you an engineer . Who swaps out your hub for a refurbished one , which might even be still setup the way the last person had it set !

Now why with all this technology they can't have systems that adjust the power .I don't know. 

So your at level one. 

Keep on in there , dont loose the faith ..

Dialled in

It’s likely your Hub is faulty seeming as if it isn’t connecting to your devices. Yeah power levels can be a factor. @andrewmm Engineers are carrying new hubs with them. Refurbished will be quite less because the hub recently came out with quite large stock. But yeah there can be possibilities as my hub 5 was changed quite a number of times as it wasn’t working properly and they gave the hub which was inside a wrapper. But recently got a new one sent completely boxed

Dialled in

Sorry - when I say my devices aren’t connecting, I was talking about the connect app. 
Devices are connecting to WiFi.

it’s just the connect app part. What I was supposed to say (head frazzled) is that I’ve tried the connect software on 4 devices - with the same problem of not seeing the hub to use connect app. 

What can I do when I receive first pos this week - can you install this without that app? 

Tuning in

I joined VM 2 weeks ago with Hub 5.

The Connect app took a while to identify everything, maybe 72hrs.

I have one pod now too, that only started working effectively after a power cut!

Dialled in

Good news - after turn off / unplug - it’s worked! Thanks for your suggestions 😎

Dialled in

I have just rewired my whole house with CAT 8 cables, and set up ASUS Mesh System using a combination of  ASUS ROG GT-AXE16000 & ASUS ZenWiFi ET12 (2 pack).

Now getting around 1150 Mbps download and 50.5 Mbps upload around the house.

Just want Virgin Media to launch their 2.5 Gbps package soon as hoping that will come with minimum upload speeds of 200 Mbps.


To be honest, I'd rather them just speed up current upload speeds on current packages. To make it more 3:1 ratio instead of 10:1 ratio. Shouldn't have to pay more to get better upload speeds when, realistically, having symetrical speeds doesn't cost anything extra long term 




Dialled in

lucky you! wish I could get my hands on one, 

Joining in

You’re welcome to mine!

Joining in

It’s in the post due tomorrow but thanks for your help.

Joining in

Just arrived - it is as you thought a Wi-Fi pod. 

Very Insightful Person
Very Insightful Person

Hi again @Alan2204 

Thanks for the update. It's good to see you've received the newest pod. Just for info :-

With the pod(s) you should be aware of the following requirements for the pods to work with the Hubs.

The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'
Channel Optimisation must be left on
The SSIDs must be the same and broadcast enabled
The SSID must be password protected
The Passphrases of the SSIDs must match
As long as all of the above points are all met then the Pods will automatically connect to your Hub's WiFi and begin broadcasting. The wireless details from the Pods will be the same as the Hub's details, so no additional steps are required to connect up the devices in the home. 

Joining in

Are they still rolling out this hub or have I been forgotten? I've had Gig1 for a long time and still no email to upgrade to Hub5.....

Dialled in

Not forgotten. Just not as important.

On our wavelength

@Tony_E It would be nice to know. I was last told I would receive correspondence before the end of the year which is rapidly approaching.

The best way to go about it is to simply carry on and accept you’ll get an email when you do. Most other attempts have had little success.

Dialled in

Waiting for 2.5 GBPS connection announcement by Virgin Media 


I believe we will see higher upload speeds before any sort of new package, such as 2.5Gbps, from VM,



is VM still rolling the hub 5 out ? how do I get to swap from 4 to a 5 . cheers

Up to speed

I can manage the 1.1G/50M over wires, all right, but not Wi-Fi. The area is congested, but even so my RAX200 can push about 750M down over a single 80MHz 5GHz channel. That's good, but not exceptional. The connection can be fully utilised with both bands. But I'd really like to localise good speeds in each room, and I have the CAT7 wiring to support 10GBE speeds. What mesh do people think is good for both minimising interference and maximising the speeds for each station with a wired backhaul?


Oh yeah, and to the topic. I gave up waiting. You can just work around the lack of the 2.5GBE port. I agree, higher upload speeds--that's what we really need, I think, but commiserations to those looking for an easy life with their other equipment. It is unfair and frustrating.

Tuning in

When i called yesterday, i was told hub 5 in not on stock🙄 and i have to wait for email when they are available.