Showing results for 
Search instead for 
Did you mean: 

Replacement Router Hub 5

Joining in

I received a quick start pack for Virgin TV 360. I have been unable to get an internet connection with the new hub 5. Spoken to the virgin call centre twice, this morning I spent 20 mins on the phone before being told her system had gone down and could I call back to speak to someone else, I declined and asked to be transferred to somebody else as all I wanted was to request an engineer visit to resolve my issue. I was told an engineer was booked for this coming Wednesday between 12-5 … I haven’t had a text confirming my appointment. Has anyone else had an issue with connecting their hub 5. All connections are tight and secure.
I’m getting really frustrated 😫


Very Insightful Person
Very Insightful Person

Hi @Leigh4 

There shouldn't be any problem connecting the 360 to the hub5.

Are you trying to connect via ethernet cable or wifi?

Providing the ethernet cable is attached to directly to both the hub5 and the 360 it should connect automatically.

If you are trying to connect using wifi then make sure that you don't have the ethernet cable plugged into the 360 as it will prevent it performing a wifi search.


Have you tried setting up via the WPS button instead? If not remove the ethernet cable (if attached) from the 360 and then with your Virgin TV 360 remote highlight and select WiFi. Select “WPS setup” and follow on screen messages

Then to connect using WPS press the WPS button on your Hub until the light flashes, then press OK on your 360 remote to continue. Your 360 box will attempt to connect automatically

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Forum Team
Forum Team

Hi Leigh4

Thanks for posting and welcome to the community.

Sorry to hear of the confusion over the engineer visit and any issues with connecting the new hub 5. I've not been able to locate your system using the Forum information provided so I'll drop you a PM now to assist further.

Kind regards,

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill