07-07-2020 13:02 - edited 04-08-2020 12:38
Hi,
We've identified an intermittent interoperability issue affecting some customers who've bought a BT Premium Whole Home WiFi solution for use with a Hub 3.0.
We're currently working on a fix for this which will be rolling out in a future firmware release. We'll provide an update once the firmware is ready.
Our apologies for any inconvenience caused, please bear with us whilst we get this problem fixed.
on 25-07-2020 09:52
Why can't you get the Whole Home update? It's a simple procedure in the control app.
25-07-2020 11:43 - edited 25-07-2020 11:43
This thread isn’t about an update to Whole Home, it’s a firmware update to the VM Superhub 3
on 25-07-2020 14:08
I have the premium whole home too and experience very frequent dropouts.
I did a work around by buying a (very) cheap router, which improved stability but limits my speeds as I didn't want to waste additional money getting a gigabit router.
I'd really like to try the new software on the Hub 3.0 to see if that resolves the issue to save me having to buy more kit. Is that possible? I've just checked and I'm on 9.1.1811.401 at the moment!
25-07-2020 14:13 - edited 25-07-2020 14:17
@acooke2020 wrote:I have the premium whole home too and experience very frequent dropouts.
I did a work around by buying a (very) cheap router, which improved stability but limits my speeds as I didn't want to waste additional money getting a gigabit router.
I'd really like to try the new software on the Hub 3.0 to see if that resolves the issue to save me having to buy more kit. Is that possible? I've just checked and I'm on 9.1.1811.401 at the moment!
That's the latest version, and has been for some time.
Not sure if VM are going to roll out the new FW.
on 25-07-2020 14:20
on 25-07-2020 15:34
That’s exactly what I’ve been told too!
on 27-07-2020 12:28
Is there really no way to try out this firmware? I’ve asked tech support and they claim there is no way of sending that firmware to my hub.
I’ve only just joined Virgin so I can still cancel with my first 14 days, the resolution of the whole home premium issue will be the deciding factor. It worked perfectly with my Sky broadband connection.
Can anybody help me? Please?
on 27-07-2020 22:35
on 28-07-2020 14:40
I'm rapidly beginning to lose patience.
I connected the whole home back to the hub last night and so far I have had to reboot the whole home 4 times. Each time, the exact issues described in this thread.
It's exceptionally frustrating that there appears to be firmware that resolves this issue, yet, nobody wants to help me try it out. Tech support are absolutely useless and just appear to be talking from scripts, they claim they're not even aware of an issue between the Hub 3.0 and the BT Whole Home Premium system.
Can somebody please contact me about cancelling my service within the first 14 days? Thank you.
on 28-07-2020 17:47
@Kev_B
Hi, I'd also like to try the new firmware please (Hub is currently on 9.1.1811.401)
Thanks.