Trying to upgrade from Superhub 1

[Chocnommer]

Hi all

I’m new to the forum but I’ve had Virgin Broadband (only) for about 6 years.  I just got my notification that my M100 package has been elevated to M125 (132Mbps down/20Mbps up).  I can see that this has been actioned from my account when I log in, however when I test with Ookla, I’m getting the 20Mbps up OK but not the increased down speed.

I’m not sure if this has anything to do with me still having a Superhub 1 (yes believe it or not) so I thought it might be time to be upgraded to whatever the most recent hardware is (SH2, 3, 4 whatever?).

I eventually found the instructions below, here, that say install the Virgin Media Connect app:

https://www.virginmedia.com/help/broadband/how-to-upgrade-broadband

“connect to the current Hub via 3G or 4G on your phone – without your Virgin WiFi being turned on”

Eh? Do what?  Does that mean turn off WiFi on your phone so that it’s just connected to to 3G or 4G and somehow a connection is made to the SH1?  Well, the app comes up with an “Unable to connect” message.  I currently have my SH1 in modem mode, so I it wouldn’t be connecting via WiFi anyway.  Any ideas anyone, maybe I'm missing the point?

Cheers

[legacy1]

I got my SH 1 with M125 just fine but the SH1 is best used in modem mode VM will likely upgrade you but you may or may not like router mode with the option to use modem mode.

[newapollo · Accepted solution]

Hi @Chocnommer 

The Connect app is a bit hit and miss at the moment and VM are looking at updating it to rectify any issues.

If/when you can log into it using a mobile connection I would assume the system would check the account and equipment that's associated with it, and order a newer hub if needed.

Have you checked your network settings on your PC to make sure that the network card isn't restricting the speed to 100M or lower? Screenshot at the bottom of this post. Also possibly try a different ethernet cable.

It looks like the link you posted is out of date as it shows the latest hub as being the hub4. VM now have the hub5. 

The text on the linked page also mentions that when you use the Connect app without the wifi that  It will suggest to upgrade to the Hub 3 and you can collect this free from your local shop.  All the VM shops in the UK closed permanently just after the onset of Covid.

The https://www.virginmedia.com/speed-boost-faqs  section Do I need a new hub says

"Nope, you don’t need a new WiFi Hub to receive the speed boost.

A very small number of customers with much older WiFi Hubs might not be able to benefit from the speed boost just yet. We’ll be getting in touch with these people separately, letting them know how they can replace their Hub – on us"

network speed

[Chocnommer]

Thanks legacy1.  So you managed to attain about 125Mbps down using a SH1 then?  Sorry, I’m not understanding the part about router/modem mode.  My experience has been fine with the SH1 using modem mode with an Edgerouter lite doing the router bit, split out via an unmanaged switch..

[Chocnommer]

Newapollo

Thanks, didn’t know the Connect app was so fallible.  As I understand it, yes it sounds like it should detect  the model of SH and automatically flag up the need to upgrade to a current model if out of date.  I still don’t get how that connection works via 4G but still…

Thanks for mentioning the network card, I think I need to have a good rummage on the hard and soft config side before digging further.

So in summary, because the VM shops are now closed, it looks like I need to wait for VM to approach me and issue me with a new SH.

On other ISP forums, there is an element of support for users’ issues where they can be sorted out via the forum (i.e. here).  Anyone know if I might be able to request a new Superhub from here?

Thanks all.

[unisoft]

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@Chocnommer wrote:

Newapollo

Thanks, didn’t know the Connect app was so fallible.  As I understand it, yes it sounds like it should detect  the model of SH and automatically flag up the need to upgrade to a current model if out of date.  I still don’t get how that connection works via 4G but still…

Thanks for mentioning the network card, I think I need to have a good rummage on the hard and soft config side before digging further.

So in summary, because the VM shops are now closed, it looks like I need to wait for VM to approach me and issue me with a new SH.

On other ISP forums, there is an element of support for users’ issues where they can be sorted out via the forum (i.e. here).  Anyone know if I might be able to request a new Superhub from here?

Thanks all.

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This is the official Virgin page:

https://www.virginmedia.com/broadband/existing-customer-deals/hub

Hub5, currently the latest with WiFi AX support, may be low in stock as somebody posted a link on HotUKDeals web site which resulted in a flood of people signing up for one, and VM already had supply chain issues getting stock as it was. A VM forum staff member might be able to do something though seeing as you have been on a really old hub for some years. It's in their interest, as your hub is not making more balanced load over more download and upload channels because of limitations.

[legacy1]

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@Chocnommer wrote:

Thanks legacy1.  So you managed to attain about 125Mbps down using a SH1 then?  Sorry, I’m not understanding the part about router/modem mode.  My experience has been fine with the SH1 using modem mode with an Edgerouter lite doing the router bit, split out via an unmanaged switch..

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In a round about way yes I limit to 115Mb but I buffer back more the 125Mb coming in on a download so that my QoS/BWM works to its best.

Your using modem mode so your fine

[Chocnommer]

Cheers unisoft

Thanks for the background info.  I’ll get on to them with fingers crossed to see if I can get a Hub5 then.

[Chocnommer]

OK, thanks for clarifying.  I might tinker with my router’s QoS/BWM settings too when I have some time.

[Kath_F]

Hi Chocnommer, 

Thanks for your post and apologies to hear you have had some issues trying to upgrade to a new hub. 

We can certainly arrange for an engineer to come out although due to your speed, it's likely they would replace the Superhub with a Hub 3. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,