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Virgin media hub broken - 3.0

Tuning in

I have a virgin media Hub 3.0. I have had this for around 4-5 years.

i have come home today and noticed that only the orange light at the bottom is lit up. Every now and then it flashes orange- but no other symbols on the router light up.

i have done a reset on the router. I have turned it off and on and still no connection.

i can connect to the wifi, but then when i search something- it searches, searches and searches and then does not bring up the page. 

i have looked at the back of the router and where the power cable connects, it appears this connection point is not in the correct position- its almost like it has come lose and gone diagonal. 

i have tried to call virgin media to report this, and was just treated like I am stupid- are the cables connected etc.

i am in need of a replacement router, please can someone help me on here, because I cannot call again and put myself through the most stressful conversation I can endure. 


Very Insightful Person
Very Insightful Person

A VM person will respond on here soon.


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.

Forum Team
Forum Team

Hello Laurence9696.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with your broken Hub.
I'd like to take a look into this for you, and arrange a replacement.
If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the  top right of your screen that would be great. 

Forum Team
Forum Team

Hello Laurence9696.

Thankyou for those details.

Glad we have been able to arrange an appointment go get this swapped out.

I did send the details by privately to you.

Could you please let me know how the visit goes.


Hello, i have the same issue with my router except it is not the power connection which has come loose, but the internet connection which has come loose at the back of the router. I would also like to arrange a replacement hub please if possible

Hi tattonelectrics

Thanks for your post!

Has the cable or port become damaged which is preventing the cable from fitting securely into the Hub? Have you tried securing the cable with no success?

Do you perhaps have a picture you can show us?