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Hub 3 keeps switching to router mode and losing connectivity

Joining in

Hi all,

I've a Hub3 that for years has been happily in modem mode connected to my router. 

This morning I didn't have any internet so checked the hub and it had switched back to router mode. I switched it back to modem and it restarted, but I didn't get any incoming internet until I had manually restarted it.

Since then it's done this two more times, and I get repeated drops of connectivity. The Hub reports it has up/down stream locks during this time, but my internal router doesn't receive any connections from it.

I've factory reset the device and the behaviour remains, I'm assuming at this point I need a new hub, but as virgin's help portals appear to be equally as temperamental I'm struggling to get anything useful from them - anyone have any idea the best way to go about getting a replacement?




Call Customer Services on 0345 454 1111 & report your internet connection as having failed.

Forum Team (Retired)
Forum Team (Retired)

Hi dominohayward, 


Thank you for your post and welcome back! 


Sorry to hear about the issues you've been having here. I have been able to take a look at things from our side - just to confirm it isn't an issue with your equipment, so you wouldn't need a replacement. I have been able to identify an area issue which is causing this. The fault reference to this is: F010817577 - the ETA for this to be fixed is 16:00PM today. I apologise for the experience and inconvenience caused in the meantime - I assure you the team will be doing all they can to get this resolved asap.