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Getting a new router

We have had our virgin router for years and years and we are constantly having buffering/slow internet problems.  I would like to get a newer one sent out from Virgin media but can't seem to get to actually speak to anyone. We have been with VM for many many years but are coming to the end of our tether. Can anyone help with how i could resolve this issue please?

Thanks in advance for any help offered.

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Re: Getting a new router

Do you get the same issue wired or just wireless?

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to (or - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (

Hub 3 - Modem Mode - TP-Link Archer C7

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Re: Getting a new router

Hi octavianroman,


Welcome to the Community Forums.


I'm sorry to hear you've been facing some issues with your hub and broadband connection recently. I've been able to find your account and can see that some settings on your Hub aren't quite right and not what we'd recommend, so it could be this that's causing you the issues. 


Can you please factory reset the hub and let us know how you get on from there? To perform a factory reset, you'll just need to stick a pin in the pin hole at the back of the hub for at least 30 seconds. If you have made any changes to your hub SSID or wireless password, they will also revert back to the factory credentials.


Let us know how you get on with that and we can go from there 🙂




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