Forum Discussion

lancsdw's avatar
lancsdw
Tuning in
2 years ago

Hub 5x Modem Mode

As a new full-fibre customer, I've recently encountered an issue that I'd like to address. I've realised that I'm unable to utilise my own, expensive, wireless mesh system because the Virgin Media hub provided does not support modem mode. In my opinion, it's vital that these hubs come with the option for modem mode. This limitation has left me feeling quite disappointed, and I'm seriously contemplating cancelling my contract, since I'm still within the cooling-off period.

I've noticed hints from Virgin Media staff about the potential availability of this 'feature' later this year. However, I'm not certain I'm willing to wait unless I receive some form of guarantee or reassurance from the Virgin Media team.

I've also seen several discussions on this topic both on this forum and on social media. Many customers are eagerly waiting for more information on this issue. I kindly request that someone from Virgin Media provide further advice and clarification on this matter. Your assistance would be greatly appreciated by me and many others in a similar situation.

hub 5x
modem mode
  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 years ago

    You might as well cancel if you cannot wait as VM won't provide any ETA on modem mode being enabled on the HUB 5x. It could be weeks, or months.

      • carl_pearce's avatar
        carl_pearce
        Community elder
        2 years ago

        You honestly think a VM employee would say that to a current customer?

  • lancsdw's avatar
    lancsdw
    Tuning in
    2 years ago

    Thanks, 'Superstar', for the double NAT suggestion, but I'm actually looking for help with setting the hub to modem-only mode, which is a standard feature in most modem routers.

    You both have very impressive forum point collections and you may have some valuable insights, but I'm specifically seeking input from VM team members, as I've mentioned before. Your active participation is super commendable, and while I can't reward you with more internet points, I'm willing to wait patiently during the cooling-off period for the assistance I need.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    A MESH in Access Point mode aka Bridge mode avoids Double NAT.

    Several Hub 5x customers are successfully using this approach for now.



    • lancsdw's avatar
      lancsdw
      Tuning in
      2 years ago

      Having my mesh in bridge mode strips virtually all the advanced functionality I bought it for, basically just basic mesh extenders for the VM hub and I have still have two entities issuing IP addresses, two hops to WAN, UPNP issues etc.

      As a new customer and for the many other customers waiting I’m asking again for an updated response from VM on here, because I know it’s coming and I have the option of choosing to wait or backing out.

       

      I know people like you have nothing else better to do than trawl these forums all day every day for some form of acknowledgement or accomplishment but you’re contributing absolutely nothing to this post. I work in networking and AV so I don’t need technical advice cheers, just an updated response from the VM team (worth a try).

       

      I’ve seen the older posts and I’m asking for an update from someone who might know a bit more, thanks again.

      • John_GS's avatar
        John_GS
        Forum Team
        2 years ago

        Hi lancsdw 

        Thanks for posting and welcome to the community.

        I can only confirm what you've been advised here - we do not support Modem Mode on the Hub 5x currently.

        Best wishes.

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      2 years ago

      You still trawling these forums all day every day for some form of acknowledgement or accomplishment Carl? 😉

    • carl_pearce's avatar
      carl_pearce
      Community elder
      2 years ago
      legacy1 wrote:

      Isn't that what this person wants to do?

      Apologies for the subtle sarcasm.

  • Malachor's avatar
    Malachor
    On our wavelength
    2 years ago

    Just to chime in here as I'm in the same boat. I'm a new xgs-pon 1gig install customer as of a week ago. The engineer told me the hubs have "a working modem mode". They don't.  You can access the feature via a secret url to a hidden page but enabling it doesn't do anything. The ports are dead.

     

    I too asked for updates about this on this forum. Search for "hub 5x modem mode 15th Nov" to see my post. As I absolutely expected, it was COMPLETELY ignored and no responses from VM whatsoever. Not even a "sorry we're not sure but will keep you updated". Just a blatant middle finger because they couldn't give a fart to the wind.

    Consequently left a 1 star rating on trust pilot (along with 80%+ of other people in the UK) for that coupled with the fact my service was down for 24+ hours with ZERO updates or accurate service statuses on both their Web page and app (all working fine according to those) so I can absolutely see why VMs customer service score is so shockingly appalling. 

     

    They just don't care. 

    If there was another provider in my area I'd be gone in a flash.

     

    P.s. I too cannot use my expensive networking equipment because of this useless love brick of a hub.

      • Malachor's avatar
        Malachor
        On our wavelength
        2 years ago

        I would have preferred ANY response - rather than the cold shoulder.

        I'm sorry but that's NO excuse. Why are you defending them? It's their product, their company, their responsibility.

        They SHOULD know.

        Get a meeting together with the relevant department heads. Raise the question, log a call with whomever a call needs to be logged with. Liaise with 3rd parties and GET that information. Don't just shrug it off as a "meh - can't be bothered". It's precisely this attitude by VM which contributes to their glowing reviews on Trustpilot (or lack thereof.)

        Do whatever needs to be done to provide an update to customers who have exceptional need for this feature.