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The New 5x Hub (different than the standard 5Hub)

The_Tonner
Tuning in

Hi everyone, I hope this information can be helpful for others as it took me over a week and more than 20 calls to Virgin support to finally resolve the issue.

After residing at my property for over 10 years, I was thrilled to learn that Virgin Internet was now available in my area. Without hesitation, I signed up for the 1Gig plan as soon as I saw the Virgin engineers working nearby. During the sign-up process, I informed the sales representative about my struggles with weak Wi-Fi signals in certain areas of my house. They assured me that with my chosen plan, I would be eligible for free Wi-Fi booster pods.

After the broadband installation by the engineer, we tested the Wi-Fi signal and, as expected, it didn't reach the areas where I needed it the most. The engineer advised me to contact Virgin support, assuring me that they would send out the booster pods. Unfortunately, despite placing the order for the pods four times over a span of 2.5 weeks, every time I called, I was informed that there were no pod orders associated with my account.

Feeling frustrated, I decided to conduct some further research and attempted to use my own Wi-Fi extenders. To my surprise, I discovered that the 5x hub does not have a router mode, which was an essential feature for my needs.

I contacted Virgin support once again and explained the situation, mentioning that I have the 5x hub. It turns out that the technical teams have not received training on this particular hub yet and are unaware that the pods are not compatible. Each time I ordered the pods, they were automatically canceled by another department.

Here are some key details to keep in mind:
- The 5x hub is different from the 5 hub.
- The 5x hub is connected via optical cable, not coaxial.
- The new routers currently do not have a router mode (at the moment).
- Not all support team members are aware of this information when providing assistance.
- Wi-Fi extender pods are currently unavailable (at the moment), likely due to the router mode issue.
- 5x Hub not compatible with the virgin connect App
- This 5x hub is a trial hub and they are giving customer this without telling them. (Well never told me)

For now, I have placed the router in the middle of one of my rooms to ensure a signal reaches my office. I remain hopeful that Virgin can address this situation, rectify the pod availability, and enable router mode functionality. Unfortunately, switching to the standard 5 hub is not feasible for me since the cables running to my house through BT ducts are optical-only.

I find myself in a rather inconvenient situation, but I'm optimistic that Virgin will resolve these issues soon.

If any Virgin Techs read this please give me a update or a time scale???

 

63 REPLIES 63

Hi mk71,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that your sister is having issues with her new 5X hub and the WIFI not reaching downstairs. 

As you posted a short while ago, have you spoken to our team about this issue again or do you still require help ordering the pods.

Kind regards Jodi. 

 

I am about to renew my contract, is there a way to find out if i can get the Hub 5X at my property?

Sales has no idea,

thank

Client62
Hero

XGS-PON has to be available at your property to use a Hub 5x.

If the connection to the VM Hub is CATV / RFoG ( like ours ) then a Hub 3/4/5 is required.

Hi @skullkeeper 

Welcome back to the community forums 

When we roll out XGS-PON in your area we'll be sure to let you know of any available upgrades/network changes when they become an option. 

Here to help 🙂
Virgin Media Forums Agent
Carley