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Hub 5 - can I get one

Tuning in

So I have been a customer for over 20 years 

last year we upgraded from 500 mb to 1gb and given a hub 4 and had nothing but problems with it can’t get full speed Sam knows says we only getting 300 which is less than before speeds are up and down wired or Wi-Fi so we getting less than before 

we have contacted executive team who looked into it we had 4 new hub 4 same problem slower speeds and cuts us of all through out the day 

we had 5 engineers and area manager all have said we need the hub 5 but can’t supply it at the time as shortage that was 8 months ago 

we was told on your social media no shortage now and can see all new customers who sign up 1 gb get hub 5 but after calling again today we told no hub 5 available but convenient we asked if we want to a better deal ie a new contract first 

so far we had 4 new hubs rewired new cable placed inside new cable installed from pavement to house and no difference I have also tried borrowing a router from a friend hun 5 bypassing your hub and guess what everything works and full speeds so it’s definitely a hub 4 issue so how can I get my hub 5 because at present contract runs out may and I will be leaving after 20 plus years if not sorted I not going to be pushed into a new deal ie new contract when you can’t even sort this problem out 




[MOD EDIT: Subject title changed for clarity]


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Alessandro Volta

@twlight39 wrote:

I will be end of next month but Virgin told me to come here to get help with getting a hun 5 

as I said I replaced hun 4 with router to link meaning hub 4 in modem mode and I also replaced hub 4 ie took out hub for and treid hub 5 which was friends one and worked not sure which part u don’t understand and it’s not impossible 

Quite simply, as you have already been told more than once, you cannot replace your Hub with a friend's Hub and expect it to work. It won't.

@Melissa_F   noted! 

Hi I was told to come here to speak to a moderator by Virgin support on facebook 

I am having issues with getting a replacement hub from 4 to 5 

What an interesting thread, I've just turned off my poppycock alarm !

Forum Team
Forum Team

Hi @twlight39 

Welcome to the community forums. 

Sorry to hear you're having issues with your speeds and connection at this time. 

I have checked the systems at our side and cannot see any issues in the area or with your hubs specs. 

Please can you try setting up a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues. 

We'll be able to investigate this further with this information. 


Here to help 🙂
Virgin Media Forums Agent