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New customer

Joining in

Just taken out a new contract with Virgin after doing a search online & because of the search a salesman came to my door, I was told that a new cable from the control box would be put in & a new exterior box would be fitted.

Engineer fitted only the hub & connected to the old line.

When tried to set up wifi to device's started to encounter problems

Low MPS or none at all.

Contacted help line who initially told me I needed ethernet cable linked to a PC to resolve & when I told him I could not do that he then told me that I had connected to the wrong WiFi network.

different Wifi network name suddenly appeared ending in ***-2G &  I should have used ***-5G which does not appear on some of my devices & not others.

Very disappointed & the contract is only 30 hours live.




Very Insightful Person
Very Insightful Person

First thing to say is that you can cancel the contract within 14 days and incur no costs whatsoever.

That said, it may be a simple fix for the issue.

The reason you were asked about ethernet is this - are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one and see if it connects ok - just as a test  - this is to help diagnose whether it is just a wifi issue or it could be network connection/Hub related? Different solutions apply.

What Hub model is it?  On VM Hubs the two wifi bands (2.4GHz and 5 GHz) are combined into one SSID - the name/ID of which is that printed on the Hub sticker. Are you seeing that one on your devices list of available networks?  You should especially if sat in close proximity to the Hub in line of site and away from any interference sources (TV's, DAB radios, Microwaves etc).   If so,  what happens when you try to connect devices onto it ? And what devices are you using?

I think any other SSID's that you see ending in _2/_5 are probably from your neighbours Hubs, or Hotspots - unless you (or the Tech) - took active steps to separate and rename the 2 bands on your Hub - into 2 individual SSID's - did they try that?


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.