Hub 3 constant red light
My virgin hub 3 router has a constant red light on the front for the past 3 months. I have followed all the reset instructions and move its location but it has made no difference. It also regular closed WiFi signal to the TV boxes. Having read this fourm it looks like it needs replaced but I cant get trough the self help guides to speak to a rep on the issue. Can someone please help here? Thanks James
Installation Delays from November 2025 to January 2026 – Urgent Help Needed
Dear Virgin Media Team and Community Members, I am posting this detailed report to highlight the significant delays and poor communication I've experienced with my broadband installation. As a new customer, I expected a smooth process, but it's been anything but. I'm hoping an official VM representative can investigate my case urgently, provide a firm resolution, and confirm compensation details. Below is a comprehensive overview of the situation, including timelines, communications, and impacts. Contract and Order Details: - Service Address: Eastleigh, SO50 - Contract Summary Sheet Created: 6th November 2025 - Contract Summary Sheet Number: 100387XX1587 - Minimum Contract Length: 24 months - Services Ordered: M500 Broadband (Full Fibre Connection) + Netflix Standard with Ads - Broadband Speeds (as per contract): Advertised: Download 516 Mbps / Upload 52 Mbps Normally Available: Download 498-542 Mbps / Upload 48-52 Mbps Minimum: Download 258 Mbps / Upload 26 Mbps Detailed Timeline and Delays: - 6 November 2025: Originally promised completion around this time after contract signed on 6th Nov. - Mid November 2025: Surveyor visited and identified "additional/extra work" needed near roadside and request complete way leave application form - 4th December 2025: First rescheduled installation date – missed, no show. Reason given: extra work on outside. There is completed the wayleave form and returned - 18th December 2025: Second rescheduled date – again delayed with same "extra work" excuse. - Current (31st December 2025): Now pushed to 10th January 2026. Still no progress, no permit details, no subcontractor info. I've called Pre-Install Team (0800 052 1734) and Customer Services (0345 454 1111) multiple times – always "waiting on contractor" or "extra work required". I've checked Hampshire Council and one.network myself – no VM roadworks permits listed for my postcode. Interim Solution Issues: VM suggested using a broadband dongle or extra SIM card. I purchased one as advised, but signal in SO50 area is extremely poor – frequent drops, low speeds, completely unusable for Work from Home (Zoom/Teams calls impossible). I've told VM this multiple times. They verbally promised reimbursement for my costs and compensation, but nothing in writing yet, and no clear amounts or dates. Impact: This has caused major disruption to my work-from-home setup, extra costs, and a lot of stress. The repeated missed dates and vague excuses are unacceptable. Compensation Expectations: Under Ofcom Automatic Compensation: - Missed appointments: £31.19 each time - Delayed start: £6.24 per day from first missed promised date This already adds up to a significant amount. Interim dongle does NOT reduce this entitlement as it's inadequate. I also want full separate reimbursement for my SIM/dongle costs. Requests: 1. Please urgently review order and provide written confirmation (email or PM) of: - Exact reason for delays and "extra work" - Firm installation date (no more changes) - Subcontractor details and any permit status 2. Confirm full Ofcom automatic compensation calculation and credit timeline 3. Confirm reimbursement process for my interim costs 4. If this cannot be resolved soon, provide penalty-free cancellation option Any advice from others in Eastleigh/Hampshire with similar driveway or delays work? How did you get it resolved or claim compensation? Thank you – really hoping the VM team can step in and sort this quickly. Best regards, AlexIntermittent connection
I’ve been having this issue for months where my connection is perfect for maybe a few days to sometimes over a week, then it will just completely disconnect for hours, for days if not weeks. I’ve had an engineer come round, they replaced my hub with a hub 5 (originally a hub 3) which seemed great at the time but the issue just never fully went away. Done all i can to attempt to fix it, but realistically there’s not a lot i can do. this is todays connection: https://www.thinkbroadband.com/broadband/monitoring/quality/share/42b53d2b86f43b5e4cb51298e5366c734a636424 The above images are some of the worst days ive had but there have been only maybe 5/6 days like this so far (a majority of the time its just 20 minutes then its back for maybe 15)
Hub 5.0 Connection Loss
Hello Community, I've just updated from a hub 3.0 to a hub 5.0 and now I'm saying frequent broadband interruptions. Here are the down stream channels - are these normal? Router status 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 194000000 1 39 QAM 256 8 2 138000000 3.5 39 QAM 256 1 3 146000000 2.7 38 QAM 256 2 4 154000000 2.2 38 QAM 256 3 5 162000000 1.7 38 QAM 256 4 6 170000000 1.3 38 QAM 256 5 7 178000000 1.2 38 QAM 256 6 8 186000000 1 39 QAM 256 7 9 202000000 0.8 39 QAM 256 9 10 210000000 0.6 39 QAM 256 10 11 218000000 0.6 39 QAM 256 11 12 226000000 0.3 39 QAM 256 12 13 234000000 0.4 39 QAM 256 13 14 242000000 0.9 39 QAM 256 14 15 250000000 0.8 39 QAM 256 15 16 258000000 0.9 39 QAM 256 16 17 266000000 -1 39 QAM 256 17 18 346000000 -3.3 38 QAM 256 27 19 354000000 -3.5 38 QAM 256 28 20 362000000 -3.9 37 QAM 256 29 21 370000000 -4.4 37 QAM 256 30 22 378000000 -4.7 37 QAM 256 31 23 386000000 -5.1 36 QAM 256 32 24 394000000 -5.7 38 QAM 256 33 25 402000000 -6 38 QAM 256 34 26 410000000 -6 38 QAM 256 35 27 418000000 -6.6 37 QAM 256 36 28 522000000 -10.9 34 QAM 256 37 29 530000000 -10.9 35 QAM 256 38 30 538000000 -10.8 34 QAM 256 39 31 546000000 -10.8 34 QAM 256 40 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 39 24 0 2 Locked 39 515 20 3 Locked 38 493 18 4 Locked 38 683 76 5 Locked 38 376 19 6 Locked 38 38 0 7 Locked 38 16 0 8 Locked 39 17 0 9 Locked 39 84 0 10 Locked 39 284 0 11 Locked 39 350 11 12 Locked 39 45 0 13 Locked 39 35 0 14 Locked 39 42 0 15 Locked 39 37 0 16 Locked 39 279 17 17 Locked 39 112 0 18 Locked 38 223 0 19 Locked 38 251 0 20 Locked 37 416 0 21 Locked 37 703 0 22 Locked 37 771 0 23 Locked 36 861 0 24 Locked 38 1382 0 25 Locked 38 1554 0 26 Locked 38 1534 0 27 Locked 37 2236 0 28 Locked 34 36026 0 29 Locked 35 36910 0 30 Locked 34 36488 0 31 Locked 34 38684 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 41 190 4K 3736 QAM 4096 148 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 41 Locked 0 -21.9 28067657 971484094 Thanks, DDBoardband service is keeping unstable / disconnected
I’m living in postcode B90. During these months ,the boardband service was keeping unstable. The service was keeping on and off especially on Sat, Sun or Public Holidays. It’s totally disappointed. Is that the services demand over load the server ?
Hub 5 dropout
Afternoon, I recently contacted VM to discuss possibilty of obtaining a pod to assist an issue in 1 room of our house that has low wifi signal and they accepted that 1 was required, but as i refused to pay the £8 monthly charge (i don't agree with it), they then offered to upgrade my b/b to 1gig package and sent the new hub5. Since it has been about 10 days now, i am finding the Hub 5 keeps dropping signal in that my phone says connected to wifi but no internet access. Having used the VM Connect app, it does a test and says unable to connect to network but then it can connect instantly and says all is good. I have also noticed the wifi coverage is nowhere near as good as it should be in other areas of the house, rather than the 1 initial room that we had previously. In the room where the hub is, we have full strength wifi. Reading the forums now, it appears many other people have experienced similar issues with Hub5 so hopefully someone from VM can help here as the webchat option is waste of time in my experience. Thanks
