I want to upgrade my kit but when I choose to renew my contract I can't select the gig speed only lower

[dazgray]

my hub 3 is playing up with solid red light, my contract is due renewal and I want to go for the gig.

when I do the contact options it won't let me select the highest just renew with same kit on the lower speeds ?

any ideas?

been with virgin years and getting fed up with the service for long customers, I didn't realise I was out of contract and have been for months been paying over £100.

for the same service renewal its now only £80 so they have been making £20+ a month for god knows how long. so I choose new contract and only offers the same speed or the next 2 up not the mega 1 gig.

be nice to have the latest kit I have the hub 3 and box and have been with them for 11 years.

you would think they would tell you, I got a text message about upgrading last year nothing to do with the phone and they would send out an adapter for faster internet etc I replied as they asked and agreed to install myself but nothing ever arrived.

looking at the new customer Sky deals I can save money and get better service.

frustrating as I hate hassle and change but don't know what to do.

why do they not look after the people that have been loyal ? 

[newapollo]

Hi @dazgray 

If you are using a 3rd party router then the hub3 will display a magenta (red) light to show that it's in modem mode.

If you are in normal router mode and the hub is well ventilated, then if it's hot to the touch then the red light may be a warning of over heating and need replacing.  Turn the power switch off on the back of the Hub. Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight ( I know it's winter) Then use the power switch to turn the unit back on. The Hub should now operate normally. 

If the red light still shows after doing the above, then it does sound like it's overheating  or liable to start doing that as it can become a fire hazard and you should pop back here and update the thread so forum staff can then arrange an engineer to visit to swap out the hub.

Regarding the speed. Gig 1 isn't available in all areas (some may be over subscribed)  Use the following link to see what speed is available for your postcode (use a different house number) 

https://www.virginmedia.com/broadband/gigabit#gig1    (you might need to use incognito mode to get it work since you are an existing customer) 

If you are in a Gig1 area then you would be sent out either a hub 4 or a hub 5 (depends on equipment availability) since the hub 3 can't cater for Gig1 speeds.

Have a chat with retentions and negotiate a new deal with them (option 4 thinking of leaving us) when dialing 150 from a VM landline or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents

[Zach_R]

Hi @dazgray, 

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear you're having some issues with your Hub 3 displaying a solid red light. If you haven't done so already, please follow the steps below.

• Turn the power switch off on the back of the Hub.

• Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.

• Then use the power switch to turn the unit back on. The Hub should now operate normally.

If after following the above you're still presented with a solid red light, please respond to the private message that I'll be sending to you shortly and we'll proceed from there.

Thanks,
 

[Roger_Gooner]

The online system has never worked well, so if Gig1 is not on offer call VM and ask for it.