Worthwhile manual for Virgin Hub 3.0 Model VMDG505

[Chris_Newman]

Yesterday two Virgin engineers replaced our previous hub with a Virgin Hub 3.0 Model VMDG505 / TG2492LG-VM, and modified the connection to our phone network to run through the hub.

As this means that we now need to leave the hub switched on permanently, today I rearranged and tidies the cabling for our IT equipment.  This meant that at one stage I unplugged the black phone lead from the hub, re-threaded that lead, and plugged it back in, all without a clear view of the back of the hub.  1½ hours later my wife came up the stairs to say the phone was dead.  I saw the hub has two phone-type sockets adjacent to each other, and moved the lead from the lower one to the higher one.  Our phones now work again.

Hoping to avert future problems, I sought a PDF manual for our hub.  The first few claiming to be for a Virgin Hub 3.0 looked very different to ours, but eventually I found SKU10010884, ‘A quick guide to your Virgin Media Hub 3.0 and WiFi’, userg-guide_broadband_superhub3.pdf.  However, it is next to useless, with no mention of phone sockets, and no diagram of the hub.  Please can you direct me to a worthwhile guide to our new hub, preferably in the form of a PDF I can download.

[Chris_W1]

Hi Chris, thanks for the message and welcome back to the forums. 

I am glad to hear that you have resolved the issue with the phone line and if you have any further issues we recommend seeing the following link here

Please let us know if you require any further assistance. 

Kind regards, Chris. 

[Chris_Newman]

Thanks for your swift response, but I’m sorry to say it hasn’t helped at all.

I went to the section ‘Installing Virgin Media broadband, TV and Phone’ and copied the text from each step.  Despite the title, a subsequent search found no mention of how to connect phones.  Diagrams showing small parts of back of the hub appeared and the disappeared too fast for me to take them in, never mind copy them, but I don’t think they labelled the sockets anyway.

[goslow · Accepted solution]

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@Chris_Newman wrote:

Thanks for your swift response, but I’m sorry to say it hasn’t helped at all.

I went to the section ‘Installing Virgin Media broadband, TV and Phone’ and copied the text from each step.  Despite the title, a subsequent search found no mention of how to connect phones.  Diagrams showing small parts of back of the hub appeared and the disappeared too fast for me to take them in, never mind copy them, but I don’t think they labelled the sockets anyway.

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Connect as per image below. The VM hub has two RJ11 sockets for telephone use. By default number 1 is the active line (marked as TEL1 in some cases). Store for future reference.

On some of my computer equipment (particularly with USB connections) I often make my own diagrams once I have a particular setup working correctly. In the case of USB devices on the PC it avoids Windows installing further copies of the same device when disconnecting/reconnecting.

An actual VM installation guide is here as a PDF

https://my.virginmedia.com/content/dam/virgoBrowse/docs/Virgin-TV-V6-QuickStart-Guide-for-New-Custom...

which should help piece together most VM systems after disconnecting.

[Chris_W1]

Hi Chris_Newman, thanks for the reply and welcome back to the forums. 

I am sorry to hear that you are still having issues with this. 

Can you try what goslow has suggested and let us know how it goes?

Kind regards, Chris. 

[Chris_Newman]

Thanks goslow.  I’ve downloaded that Installation guide.  Although it doesn’t seem to be specific to our Hub 3.0, it’s far more informative than the so-called User Guide.  It says “plug … into the top grey port, Port 1, on the back of your Hub.” and “Allow a couple of minutes for the phone to be recognised by the Hub.”  However, it doesn’t explain what Port 2 is for; I’d like to know.  Also, do you know whether there are any other trick ports, which, like Telephone Port 2, don’t do what I’d expect from the type of connector and cable they accept?  I don’t want to get caught out again as I was by Port 2.

[goslow]

I believe that telephone port 2 is used when the customer requires a second phone line. By default it is not used/connected. No other tricks to the connections as far as I know!

If you use the VM hub as a router (as it comes out of the box) then all of the 4 network ports allow you to plug in network devices to those ports.

For those customers who want to use their own router/wireless equipment, they can set the VM hub into 'modem mode' where it does nothing more than provide a connection to the VM network. In modem mode only one of the network ports 1 to 4 works to link to a third party router. Supposedly it doesn't matter which one. Some customers on here who use their own router/modem mode occasionally get caught out with that if they try to plug in more than one network connection to the VM hub in modem mode. If you continue using the VM hub as a router though, that would not apply to your setup.

Other than that, the remaining connections should only fit to their own connector type.

[Chris_Newman]

Thanks so much, goslow.  I think that’s all the information I was seeking for now.

[Chris_W1]

Hi Chris_Newman, thanks for messaging us over the forums and I am glad to see that goslow was able to provide assistance and that you have gained the information which you required. Please let us know if you need anything further. 

Kind regards, Chris.