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Why can I not have a hub 5?

ILuvNips
Rising star

I’ve had my hub 3 for quite a few years and recently it’s developed a fault where the Wi-Fi just randomly stops working. I’ve been through the reboot and reset the hub and the problem is still there.

So this afternoon I decided to contact Virgin, on the phone I get the we’ll send you a text and eventually I chat with somebody on WhatsApp’s. Explain the issue and she agrees that she’ll arrange for a new hub but it can’t be a hub 5 as it’s not compatible with my service and to get the hub 5 I’d need to upgrade to the 1gbs service.

Looking through these forum it seems that the hub 5 would work with my measly 125gbs service and the only reason I want the hub 5 is because it has better Wi-Fi coverage.

If this is an improvement then why can’t I take advantage of this and have a hub 5? Not happy as Virgin looks to have tiered the service whereby unless you’re on their gig service then you can’t have the Wi-Fi improvements which have nothing to do with the speed of service that I’m on!

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In HA7. Billing Area 21.
Utilisation Fault
F003502423: Review Dates -> 07/10/2015 -> 02/12/2015 -> 20/01/2016 😞 -> Closed 🙂
Utilisation Fault F004873444: Review Dates -> 29/03/2017 😞 -> Closed 🙂
Utilisation Fault F005506920: Review Dates -> 09/08/2017 -> 08/06/2018 -> 13/06/2018 -> 11/07/2018 -> 12/09/2018 -> 29/05/2019 😞 -> Open 😞


14 REPLIES 14

TechMad
On our wavelength

Have been watching this thread, I'm in a similar situation my Hub3 is probably 5-6 years old and for the last 4 months watching even normal TV I get a circle going round & round, then I go to Virgin I get the message your hub needs rebooting after this I get anything from an hour to a day of viewing and then it does it again. I have recently phoned them about upgrading to Volt as I had an email offering it for £5.05 everything was going great great till I was then told they wanted another £10 for a Sim which I have no use for so I'm back t square one.

You don’t have to change your service to get a replacement hub, either call them or what I would recommend is get through to virgin via online chat. 

________________________________________________________________

In HA7. Billing Area 21.
Utilisation Fault
F003502423: Review Dates -> 07/10/2015 -> 02/12/2015 -> 20/01/2016 😞 -> Closed 🙂
Utilisation Fault F004873444: Review Dates -> 29/03/2017 😞 -> Closed 🙂
Utilisation Fault F005506920: Review Dates -> 09/08/2017 -> 08/06/2018 -> 13/06/2018 -> 11/07/2018 -> 12/09/2018 -> 29/05/2019 😞 -> Open 😞


Well after the euphoria of getting a hub 5 I’m now back to wishing that my hub 3 hadn’t developed a fault. With the hub 5 randomly throughout the day it seems to reconfigure the WiFi resulting in the internet not then being available whilst it does its thing. I’ve tried disabling the option to Auto something but that hasn’t made a diff.

Any ideas as what I can check or try to get the hub 5 to just work?

________________________________________________________________

In HA7. Billing Area 21.
Utilisation Fault
F003502423: Review Dates -> 07/10/2015 -> 02/12/2015 -> 20/01/2016 😞 -> Closed 🙂
Utilisation Fault F004873444: Review Dates -> 29/03/2017 😞 -> Closed 🙂
Utilisation Fault F005506920: Review Dates -> 09/08/2017 -> 08/06/2018 -> 13/06/2018 -> 11/07/2018 -> 12/09/2018 -> 29/05/2019 😞 -> Open 😞


jbrennand
Very Insightful Person
Very Insightful Person

See Client62's response to you in this thread from a month ago - therein lays the answer to all your woes 😎

A decent introductory Wifi6 Router can be had for ~£50-70.. invest and your routing issues will melt away


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi ILuvNips,

Sorry to hear you're having some issues with your new hub, so I can take a closer look I've popped you over a private message to confirm a few details with you.

Alex_Rm