Hub 5 Shortages

[Imran_Kha763]

I recently had to get into contact with Virgin media’s support (took a whole 8 hours to properly get any response) for the fact that my wifi disconnected randomly and that in some rooms I only managed to get 500kbps download and upload speeds, which is absolutely pathetic considering their promise is to at least get 20mb per room. 

They told me they’d upgrade my hub to the hub 5, which I was very grateful to hear- since after all I’d most likely get my issue fixed. Fast forward on the day of delivery, and I receive the hub 4.. okay? Odd, decided to contact them again and apparently they have no available stock and that I’d get the hub 5 once it is in stock, and that I have to use the hub 4 until then. 

Now usually something like this is acceptable, however being promised the delivery of a hub 5 instead of a 4 and then not getting it is already a red flag in general, especially since I’ve had multiple issues with the company for the past 2-3 years. My biggest concern is knowing that I most likely won’t get an email or a planned date of delivery for a hub 5 any time soon, as I know how long companies like this take to do such a thing, if they even do anything at all (related to the fact that I’ve inquired about many things and never got a solution). 

i’m really hoping I can get some sort of help with this, it’s annoying to see that Virgin media can disrespect a customer who’s been around for years, even more annoying that my neighbours wifi somehow gives me better connection than my own wifi despite the fact that they are living in the literal house next to ours, rather than the router downstairs. They use BT as well, makes me wonder if I should cancel and switch over. Once again I hope to get some help with this soon. 

[-tony-]

hub4 or hub5 dont expect good wifi from any VM hub - they are pound shop standard - you can ask for pods for either and they may help but if you want a solution put whatever VM supply into modem mode and buy a 3rd party wifi router or mesh system 

[Client62]

Perhaps you have noticed that this forum is awash with Hub 5 availability and WiFi connectivity issues.

500kbps download and upload speeds sounds like a weak WiFi signal down to building conditions and / or distance.

This handy link will attempt to test the speed to the internet to the Hub
& then the speed the device achieves from the Hub.

Often it is the device's internal capabilities and the WiFi conditions that are the limiting factor.

https://www.samknows.com/realspeed/

[jem101]

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@Client62 wrote:

Perhaps you have noticed that this forum is awash with Hub 5 availability and WiFi connectivity issues.

500kbps download and upload speeds sounds like a weak WiFi signal down to building conditions and / or distance.

This handy link will attempt to test the speed to the internet to the Hub
& then the speed the device achieves from the Hub.

Often it is the device's internal capabilities and the WiFi conditions that are the limiting factor.

https://www.samknows.com/realspeed/

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All true, except it doesn't really explain why the OP can get a better connection from their neighbour's router, presumably through at least one wall, than they can from their own! For some odd reason, none of the VM hubs appear to have good WiFi performance, which is strange as the WiFi specs are an international standard, it can only be down to poor internal design or firmware running on them.

I would also point out that VM absolutely DO NOT promise 20 Mb/s in every room - they can't, I could move into the next door house and install equipment that would obliterate your WiFi connection totally, and it wouldn't be VM's fault and there would be nothing they could do! What they DO offer is a guarantee (not the same thing) that if you do get less than 20 Mb/s in any room, then they will provide up to three pods; and if they don't work, you get a single one-off £100 credit after which VM wash their hands of the issue!

Sounds a bit harsh and not what you expect from the adverts, well every other company do the same thing - WiFi absolutely CANNOT be guaranteed!

Having said that. yes the Hub 5 is definitely in short supply, stories of being 'promised' one and then it not arriving are legion on here, and not really the fault of the poor sap you are speaking to, due to the siloed nature of how VM work (or possibly just sheer dysfunctional incompetence), the CS staff, simply don't know if there are any Hub 5s or not - but they are incentivised to 'close a call', so the willingness for them to tell you whatever you want to hear, is quite strong!

If you are in a position to leave and sign up with another provider who may or may not give better performing equipment, then so be it - but an alternative is to stick with VM and just bite the bullet (as unpalatable as it may seem) and invest the £60-100 or so in getting your own WiFi equipment, which will almost certainly be far superior to what VM provide, but would also work with any other provider in the future.

[Steven_L]

Hey Imran_Kha763,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection and that you haven't been given a hub 5, when you were promised you would get one. I have looked into your account and can see that you have got a WiFi pod, has this improved your connection at all? I have also been looking into your connection and in the local area, I can see that there is also an issue with your power levels going into your hub, this would need a technician visit to resolve. 

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L