Virgin Media Community

[GOLFFORME1]

Hi.  I have recently upgraded to the Hub 5 with Gig1 and 2 Pods. I have circa 55-70 devices online at any one time, which the Hub 3 dealt with and rebooted when necessary, all coming back up and running successfully each time. However, I have had consistent issues since upgrading to the Hub 5. When I received the first hub I changed the settings to my Hub 3 wi-fi settings (expecting a smooth transition), but only a small number of devices connected (including the virgin boxes). 

The technician who came to the house to check the box, was dumbfounded when I proved this, but didn't have an answer and changed the Hub.  I tried to do the same on the 2nd Hub, with him there, but with the same result.  In the end I had to change the 2nd Hub back to factory default settings and change the wi-fi settings for all my devices which took hours, but they all connected independently.

It was stable for a couple of days, however it crashed and if I just left all devices up and running, as happened with the first hub and now 2nd hub, only a few connected and the rest can't obtain an IP address.  On 'experimenting' I have found that I need to switch off up to 45 of my devices, leaving around 30 up and running, reboot the hub, which does allow them all to connect when I switch them on again individually.  This is also a laborious, long task, but better than changing the wi-fi settings for them all all.

Annoyingly, I have lost connectivity twice in the last 24 hours, with only a few devices connected, so I have had to go through the whole process each time. I did phone the Virgin helpline the first time; he made some changes, but again the issue is still there and it crashed overnight.

It would appear that the Hub 5 is unable to connect to multiple devices, which would intimate either a hardware or software failure and or settings within the Hub 5, as I previously said the Hub 3 was fine.  I have spent at least 5 hours on the phone in all to Virgin, but after speaking to around 5 helpful (but unfortunately not fixing the issue) customer service reps, I am back to where I started with a very unstable Hub 5.  Is anyone else out there having similar issues, or has any ideas on how to resolve this please?  Many thanks.

[Client62]

With your high device count using the Hub 5 in Modem mode plus a 3rd party router maybe the answer.

Hub 5 has a raft of known defects, including WiFi that fails if the SSIDs are changed, and a DHCP server that is unreliable.

Hub 5 also suffers from Ghost calls on the VOIP telephone service.

[GOLFFORME1]

Thanks for this. I presume using a 3rd party router makes the virgin pod's redundant?

[spikey673]

I can confirm what your reporting sounds like the DHCP bug, though it sounds stupid keep turning “smart Wi-Fi” on/off whilst observing the connected devices list… that eventually works for me.

[Tudor]

"I presume using a 3rd party router makes the virgin pod's redundant?" Not quite, it still performs the DOCSIS modem function, but has a lot less tasks running so it works much better. I’ve always run all my VM hubs in modem mode.

[Client62]

The VM Pods will only work with a VM Hub in Router mode.

So a Router / Mesh might be required

[Travis_M]

Hi @GOLFFORME1

Thanks for posting on our community forum

As advised above the VM pods would only work with a VM hub in router mode, my apologies for any inconvenience.