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New hub 3 stuck in ‘Update in Progress’

Joining in

I have the same issue where by the Hub 3 has no wi-if and tells me ‘no internet connection’ and 192 168.0.1 page says update in progress.

In the last 2 months, I have had three failed Hub 3 replacements, 2 failed Hub 5 attempts (unable to get Hub 5 because VM has not installed the connector in the area, apparently) and 1 failed Hub 4 attempt. 3 separate engineer visits, 1 none appointment (call centre lied that an engineer was booked), several hours on calls to call centres. In total and across 2 months, 7+ days without Wi-Fi.

Last engineer (13/11/2023), whilst very helpful, left unable to fix the issue. He kindly tried to book another visit with the earliest available date 20th November, which is not great. 

Right now, I have no Wi-Fi, no engineer booked and no idea how the issue will be resolved.

Any help appreciated.


Forum Team
Forum Team

Hi VM_aisha,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've been having with your broadband service. 

I am happy to take a look into this for you. 

I will private message you now to confirm your details. 


Alessandro Volta

Don't forget that you can claim compensation for any periods of lost service after the first two days, and for any missed appointments. Make sure you keep a log of all the details. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.