Menu
Reply
planecrazy
  • 65
  • 3
  • 16
Dialled in
1,068 Views
Message 1 of 15
Flag for a moderator

Hub3 distance to 360 box issue

As per the title, this is not an unusual problem but I need some confirmation of my next move.  To cut a long story short I had a call from Virgin sales and they made me an offer which was less than what I would have paid next month when my current 18 month contract expires.  This involved a doubling of speed and the inclusion of a 360 box, which to me was something new.  I mentioned that the Hub 3 was in a different room to the TV and the sales woman (can you still say that now?) said she would include a long cable.  Today Yodel delivered and I had a look through the goodies.  In the box was a 15 metre isolator cable which was supposed to go from the wall box to the Hub 3.  All very nicely made and heat shrinked but completely useless as my present cable is less that 1/2 metre long as the Hub sits right next to the wall box.  Also included was a splitter with 1 metre long cables that I can probably lose behind a kitchen cupboard.  Now here’s the problem, I need a cable run of around 18 metres to follow the skirting boards and around a couple of door frames to reach the position where the 360 box is going to live.  In an ideal world I could order a RG6 extension cable and go from there, which would be very useful as I could then run an RG45 cable alongside it in mini trunking in case the WiFi from the 360 box doesn’t work as well as it could.  But I’m told doing this is a hanging offence and could cause a change in levels or interference which may affect other subscribers from the cabinet.  Are we looking at a £99 call out for a tech when the installation is not complete with the virgin 360 still sitting in it’s box to resolve this issue?

Regards Tony

0 Kudos
Reply
japitts
  • 19.2K
  • 2.48K
  • 4.4K
Very Insightful Person
Very Insightful Person
1,060 Views
Message 2 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

If you need a manned engineer installation of any new equipment this "should" be free, or at the very least included in any up-front costs.

The £99 charge for a non-fault callout is only £25 these days, but even so shouldn't apply in your case.

Installing your own cabling, even if well-intentioned and done with the correct specialist grade co-ax, can cause signal issues and isn't recommended.

Using your own Ethernet is absolutely fine.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

planecrazy
  • 65
  • 3
  • 16
Dialled in
1,037 Views
Message 3 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

Thanks for the info japitts I'll psych myself up for ringing virgin media on Monday and see if I can get to talk to someone who isn't reading off a script and has a rough idea of what they are doing, wish me luck!  Although thinking about it, I might hang on for a couple of days to see if one of the moderators can sort a tech visit, as they seem to know far more than the telephone people ever will.

0 Kudos
Reply
roy247
  • 2.75K
  • 214
  • 631
Trouble shooter
1,014 Views
Message 4 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

If one of the forum team doesn't pick this up your best option is to speak to retensions, that's 150 from a Virgin phone and select the " thinking of leaving option ".

 

0 Kudos
Reply
Anonymous
Not applicable
1,000 Views
Message 5 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

Sorry if I'm misunderstanding your problem. My experience, if it helps, is that my Hub is situated in an upstairs bedroom/office and my 360 box (actually a an original Virgin TiVo box with 360 software is downstairs at the side of the TV.  The Hub connects with the 360 box via WiFi ; no cabling between the two boxes at all. The 360 software enables you to choose wired or wireless connectivity. In my circumstances I have no issues with a wireless WiFi connection.

0 Kudos
Reply
japitts
  • 19.2K
  • 2.48K
  • 4.4K
Very Insightful Person
Very Insightful Person
991 Views
Message 6 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue


@Anonymous wrote:

an original Virgin TiVo box with 360 software


 Just to clarify a few things here...

The original TiVo can only run as a TiVo and is incapable of running 360.

A V6 (that runs TiVo software) can be converted to a 360 (and then stops being a V6) by a software update.

All VM TV boxes need 2 connections - coax cable for broadcast TV channels, and internet for OnDemand & streaming.

A TiVo combines the two with an inbuilt cable modem.

A V6/360 relies on a VM broadband for the internet. Ethernet is always recommended given the choice, but reliable wireless should be OK if necessary.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Anonymous
Not applicable
964 Views
Message 7 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

To clarify my situation. My box is the V6, and through a software upgrade it's now a 360. 

0 Kudos
Reply
newapollo
  • 14.02K
  • 1.88K
  • 4.31K
Very Insightful Person
Very Insightful Person
893 Views
Message 8 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

Hi @Anonymous 

Your old V6 has now been updated to a 360 box, with the 360 firmware installed, so we now speak of it as being a 360 box.

The older V6 and the newer 360 can both connect to the internet either by WiFi or ethernet cable to keep the EPG updated and also allow you to play apps and catchup. If you V6 was previously connected by WiFi then you should have no issues connecting the updated 360 by WiFi as the inside of the box is exactly the same, it's just the firmware that's changed.

If the 360 is in a different room to hub then you may need a white coaxial fitting in the room. If you don't have the coaxial cable there then this can be organised by calling up and speaking to CS.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

I'm a Very Insightful Person, I'm here to share knowledge. Learn more

Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The do's and don'ts. Keep the community welcoming for all. Follow the house rules
Anonymous
Not applicable
880 Views
Message 9 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

Hi @newapollo,

I was responding to the original poster; trying to help.

I have no issues and am fully conversant with all I need to know.

Thanks anyway, your comments will help the thread I'm sure.

newapollo
  • 14.02K
  • 1.88K
  • 4.31K
Very Insightful Person
Very Insightful Person
876 Views
Message 10 of 15
Flag for a moderator

Re: Hub3 distance to 360 box issue

Hi again @Anonymous 

Oops sorry about the mix up.

Thanks for correcting me.😌

I do hope my post helps @planecrazy 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

I'm a Very Insightful Person, I'm here to share knowledge. Learn more

Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The do's and don'ts. Keep the community welcoming for all. Follow the house rules
0 Kudos
Reply