New router needed

[kesgreen]

We've had our VM router for many years now and it has become very slow and the WiFi coverage is terrible. How do I go about getting an updated router, please?

Also, we don't need one of the STBs any more (I'm not even sure if it works), so please take it off the account.

Thanks

[legacy1]

what model hub is it? SH2

[kesgreen]

I have no idea, sorry. VM should know.

[jbrennand]

If yoiu want help with the wifi - look at the Hub's base sticker and tell us what it states.

VM will not do package changes on here - you will have to call in to get the STB removed

[kesgreen]

Ah OK. I used to get a response from VM on here. Maybe they've stopped monitoring it.

[Tudor]

It take 2 to 3 days for a VM staff member to get to your post. This is not a fault reporting system.

[goslow · Accepted solution]

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@kesgreen wrote:

Ah OK. I used to get a response from VM on here. Maybe they've stopped monitoring it.

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You might increase your chances of a hub swap if you can identify what existing model you have. There should be a sticker on the unit to identify it. I think the model numbers are

VMDG480: Superhub 1 / VMDG485: Superhub 2 / VMDG490: Superhub 2 AC / VMDG505: Hub 3 /VMDG640: Hub 4

VM might swap out one of the older Superhub models for you but they probably won't swap a newer hub unless it is shown that something is wrong with it.

[kesgreen]

I can confirm that it's a Netgear Super Hub 2.

I have just tried calling, but was on hold for ages, so I'm back here.

[Kath_F]

Hi kesgreen, 

Thanks for your post and welcome back to the Community. It's great having you posting back here with us. 

We're sorry to hear you're having an issue with your WiFi connection and speeds. 

Checking things this end I can see the hub is online and the power and signal levels are all within the optimal range. There are no timeouts recorded however I can see the Hub has quite a long uptime so turning the hub off for a few minutes at the mains, then turning back on will help refresh things. 

In terms of the additional box, as mentioned above we're not able to change packages so you would need to give the team another call on 150 / 0345 454 1111 to talk through your package. As part of the package change, the team will be able to upgrade the hub to a Hub 3/4 depending on if you're changing your internet speed. 

Let us know how things go. 

Thanks,