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How to request a new modem?

On our wavelength


I’ve been on Virgin Media for some time now and I still have an old Super Hub 2 modem.

It’s not been working properly for a while now, the WI-FI keeps failing and you have to reset the device quite frequently.

I’ve done full hardware resets pressing the tiny button on the back with a pin but this doesn’t stop the problem recurring at some point.

How do I go about requesting a new modem because I can never get anywhere trying to phone Virgin Media?



Knows their stuff

At  most they will upgrade to a HUB3. It will be better at providing consistency with downloads and uploads due to handling more bonded channels and probably better WIFI but its still the older WIFI standard on it.

There was a VM hub upgrade web page campaign for a while but it's been taken down now.

A forum staff member will likely be along to comment. Can take up to 3 days but its usually much sooner.

On our wavelength

Hopefully VM will upgrade my modem ASAP, it’s so annoying when you’re paying £60 a month and mobile devices keep losing WI-FI connection constantly. This also stops WI-FI door bells and cameras working so you can’t access them when you’re out and about.

Very Insightful Person
Very Insightful Person

A VM person may be able to help on here.  You will probably receive a "refurbished" Hub3


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi @superwavesynths,

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

I'm so sorry to hear you've been experiencing some issues with your Hub 2 recently. It sounds like you may be on an older bundle, so it would be worth discussing potential package change options. For that it's best to speak with our retentions team, who you can reach on 0345 454 1111 (or 150 from a Virgin Media landline),

However, I'm keen to take a closer look at your connection issues to see what we can do. Please respond to the private message that I'll be sending to you shortly and we can go from there.


Zach - Forum Team
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