Showing results for 
Search instead for 
Did you mean: 

disgusting the phone support virgin media to replace virgin media hub 3

Joining in

Been on the phone over hour to ask them to replace my virgin media hub 3 rooter , as hardware fault on the Wi-Fi part rooter 


and there saying we can replace if you take new deal out , so there admit there fault with the rooter but won’t replace it unless take new deal.  SHOCKING!!  Been customer for nearly 20 years  get treat like this ,   A have check rule out everything  and it’s Wi-Fi part rooter not working  soon as hard wire with cat 6 cable it works perfectly and all power level are in range SNR etc 

no wonder ppl leave virgin media use tactics like this  ?????? 

no words 






Very Insightful Person
Very Insightful Person

All those Hub stats are fine - spot on.  So try a pinhole reset as below and see if the wifi is restored.

Note that a pinhole reset on a Hub3/4/5 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", and co-ax still connected, push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. The SSID and passwords will revert to those on the sticker too. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub.
You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one.

See if that sorts it.  If not report back


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. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thank you for all you help sorry been working away so didn’t have time to reply , am just going buy third party router , put in to modem mode  to save all the hassle , 

thanks for you help