Virgin Media Community

[Dante_2000]

Recently renewed contract and was sent a Hub 4 and new remotes to upgrade v6 boxes to 360.

Was already sent a Hub 5 last month, working fine at 600mbps.

New contract included gigabit broadband but since renewal, speed hasn't increased. Phoned India and was told to use Hub 4 and send Hub 5 back as the older hub is for gigabit. 

Clearly the Hub 5 is capable of gigabit speeds, what do I do?

TIA

[Richw1982]

Hub 5 is still being tested and is not capable of 1Gig yet.  The only 1 Gig hub is the hub4.  Try using https://samknows.com/realspeed/ and see what speed the hub is getting

[Dante_2000]

Thanks for the quick reply. I'll give the Hub 4 a go. 

All I've read about the Hub 5 was about it being 1 gig this, 2.5 gig that and future proof the other.

All this getting sent new kit and having to send it back in place of older can't be the way forward.

[jem101]

The Hub 5 is absolutely technically capable of gigabit speed, whoever said otherwise basically doesn’t know what they are talking about. However as a Gig one customer, you are entitled to ‘free’ WiFi pods, which, alas, currently don’t work with the Hub 5, possibly, hence the confusion.

[Anonymous]

"Phoned India". Sums it up neatly. The VM suits, funnily enough, are not in India however. They have a very nice gig, according to Google Maps photos, at Griffin House, 161 Hammersmith Rd, London W6 8BS. 

[jem101]

I think their outsourced (and by outsourced read the cheapest) is in Malaysia actually, but the point is valid.

[Dante_2000]

Having swapped hubs am now getting 960 download and 50 upload, more than plenty, but what I've effectively been forced into paying for since earliest alternative install was back end of May.

Next question is whether to send old hub (newer Hub 5) back or keep hold till it can officially support gigabit broadband? Will VM be sending emails requesting it back?

[Andrew-G]

Normally they will hassle you for the return of a previous hub (excepting Superhub 2ac and older), and they'll add a non-returned equipment charge.  Don't do anything just yet, I'll make an enquiry on your behalf, see if this changes.

[Beth_G]

Hi Dante_2000,

Pleased to hear you are receiving your expected speeds via the Hub 4, if that's what is working best for you, it's absolutely fine that you continue using the Hub 4 if that's what works best for you.

If you could please send the Hub 5 to us that would be great, you can request a pre paid returns package here.

Just let us know if you need anything else 🙂

[Dante_2000]

Tried reconnecting Hub 5 on off chance that speed would carry over. Was just flashing blue, presumably deactivated, so now returned.

Thanks for everyone's help.