We have had have been signed up over a year and have had the same hub since we signed up. We were sent a leaflet today regarding the hub3 and the benefits it has, and as we have problems with buffering etc were intrigued, but then noticed on the leaflet (which was personally addressed to us) that it says “This exciting new technology is unleashed on our mighty Hub3 - which you’ve already got”. Anyone else had anything similar to this? Could it be that we were meant to of been sent the updated hub but haven’t?. Don’t really want to have to call if possible as often spend so much time on hold and find t hard to explain myself regarding new technology etc.
Thankinh you in advance for any help or advice given
If you have been signed up for about a year, it's almost certain that you do already have a Hub 3, and you getting the leaflet through was just a marketing thing, but I can see why you might get a bit confused.
This link is to a VM page explaining how to access the config pages of the various hubs, but it also has pretty pictures of the different models so you can take a look and compare them to what you have.
Also worth knowing that VM update the firmware of all Hub 3s across their fleet of around 4-5 million. So anything that's newly fixed (and in VM's case, sometimes newly broken) will be progressively rolled out. You don't need to do anything to get that, it's all automatic.
But you mention problems with buffering when streaming - that really shouldn't be happening. Streaming content , even 4k videos should be EASILY within the capability of VM's slowest packages. So that suggests that you've either got a cable problem, a Hub problem, or a wifi problem. All can be resolved, but it helps to diagnose which before taking next steps.
So, can you describe the exact problems you're seeing, how the devices are connected to the Hub (network cable or wifi, if wifi 2.4 or 5 GHz band), whether there's any time or pattern, and whether there's other evidence like slow speeds or poor latency when running an Ookla Speedtest from a computer connected to the Hub by ethernet (measuring speed over wifi doesn't help, because the constraint could be the wifi signal, the connected device, the hub, the cable etc).
I'm guessing that you're relying on the default Hub 3 settings and connecting via wifi. This doesn't rule out other problems, but I'd start suspecting that the issue is a poor wifi connection, and that is something we can help you with - which is just as well because VM won't offer much help for wifi problems.