Virgin Media Community

[BillieMorrison]

Changed to hub 5 and my Internet connection is shocking its also continuously dropping from devices 

Called the call centre to basically be told tough they can't see any issues with it. I read on another post on here I can get my old hub back. Can someone please help me!!

Working from home and this is less than ideal. 

[jbrennand]

Have you still got the old Hub - or has it gone back to VM

[BillieMorrison]

I sent back my old hub as that's they asked me to do

(on the other post I referenced it was the same but a virgin employee arranged to have them swapped again) 

[legacy1]

Test the hub in modem mode and think about getting your own router with 1Gb ports

[jbrennand]

Call in again and insist that they replace the Hub5 which is not on general release yet - you are effectively "testing" it it for VM - tell them its not fit for purpose - dont get fobbed off insist (politely) - ask to be transferred to retentions and say you will cancel if that's not done.

A VM person will respond on here and help but can take a day or two to get here.

In the meantime see if you can improve it by doing this....
__________

Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker. See if that sorts it. If not try the reset one last time and hold pin longer.

[BillieMorrison]

I've raised a complaint so should receive a call from someone today or hopefully get contacted on here but I'll certainly try that in the mean time.

Appreciate the help

[Anonymous · Accepted solution]

Just out of curiosity are you a new VM customer Billie? It seems VM are sending some Hub 5s to brand new customers despite it still being in trials... 

[BillieMorrison]

No but I recently renewed my Internet package with them

Massively regret taking the new hub

[Akua_A]

Hi @BillieMorrison,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having issues with hub 5 since renewal. We can understand this is not ideal. Please let us know how the call back goes and if you need any further help after.

Thanks,

[BillieMorrison]

Yet to get the call back and issue is still totally unresolved please help me