Dodgy Hub 5 Need Replacement

[hondola]

Hi there,

We have a Virgin media Hub 5 and have done for a couple of years, however its developed a fault.

If we are doing some light dusting around it, or it gets moved slightly, it cuts out and we lose WiFi in the whole house on all devices. 

Its a bit concerning, and having rang the helpline the operator was unwilling to help, not for the first time.

Could I please get someone form Virgin to respond and potentially message about scheduling a replacement router/Hub 5? Its important for my son as he works from home, and this could cause him to miss deadlines.

Thanks.

[Cardiffman282]

Sounds more like a loose cable connection to me. 

[jpeg1]

That sounds like a connection might be loose or damaged. Can you check them? The Hubs are not usually affected by vibration. 

[hondola]

We have checked all the cables already, none are loose and the connection is not damaged.

[Paul_DN]

Hi hondola,

Thank you for reaching out to us in our community and welcome, sorry to hear you think your Hub 5.0 may be faulty du to it kicking everyone off when moved, as advised by Jpeg1 this may be a loose connection, please can you check all connections from the wall coming in up to the router, please make sure all hand tight.

Regards'

Paul.

[Razzle1st]

Mines done exactly the same 

the power switch at the back is super sensitive and turns off at the slightest thing.

in the middle of programmes etc , no touching or vibration if I apply a little pressure to the switch area it comes back on as switch is in on position.

will cal tomorrow but sound like it’s going to be a pain to sort out 

[Razzle1st]

Mines doing exactly the same no loose connection everything fitted properly.

it just turns off with switch in on position - if you then apply a small amount of pressure to the switch area it reboots and comes on but once you let go it turns off again 

the switch unit is dodgy and failing for sure nothing to do with cables or connections 

[Matthew_ML]

Hey Razzele1st,thank you for reaching out and I am sorry to hear there is a unit issues.

Let me send you a PM and we can look into this for you. 

[Matthew_ML]

Glad to hear this has been resolved for you 🙂

[hondola]

Hi Paul,

We have done all this and they are all tight but the router is still doing this. Can you help? Thanks.