Home move
Hi there, I recently completed a home move and I took the router and cables with me, the engineer installed the correct box in the new address and hooked everything up. And I have had working broadband fine. On Thursday I recieved a new cable, it is the same kind but there is a white tubing on it. Today I recieved a text message from an unknown number to activate my services in the new place? any advice? Do I change cables? Should I have left the old cable in the old address? Or leave as is?Broken connector on white cable
I have had to move the hub and when I am trying to reattach the white cable it will not connect and stay in, I have tried speaking to customer fault line as think will need a new cable but they are unable to hear me, what would anyone suggest to get this sorted We have MODEL HUB 5x/ F5685LGB-VMB Thanks for any adviceNew Property - Multiple Connection Points
I have just moved into a new property and there is the standard broadband connection and then other connections on different walls that look like they went into tvs. I would like these additional connections removed so I can build furniture on these walls. How do I check that these connections can be removed and who should remove them? Anyone had a similar situation? Thank youHub 5 connection. 2 Engineers, 1 Specialist and counting!
So where to start…. I have a 1gig Virgin broadband line (500mbps boosted to 1gbps via VOLT). I have to start by saying that up until my last contract renewal not so many Months ago things were fine, I had next to no problems with my connection at all, very rarely would I encounter a dropout. I would 100% of recommended Virgin to anyone. That isn’t the case now however! We started getting intermittent drop outs in May this year. The connection would drop for maybe half an hour or so a few times per week. These were frustrating but I put it down to maybe Virgin doing some work their end or something like that. Bare in mind here I have a son who’s doing his A-Levels and a daughter who is going into her GCSE exam year this year, NOT GOOD. These dropouts started becoming more frequent and really had me questioning things now. Many times Virgins online status check as being fine in the area, it would take me through the usual power down of hub etc. Sometimes this would work, sometimes it wouldn’t. I ended up getting an Engineer out. He replaced the metal Coax wall connection. He did various line checks and couldn’t see any issues with that. He assured me it should be fine now, giving me his number in case of ongoing problems. Needless to say, this fixed nothing. I contacted him and he arranged for a different engineer to visit since he wasn’t available. The next engineer arrived and did the usual checks on the line. Didn’t find a thing. He decided the fault must be with the Hub so changed my older Hub to a version 5. I thought that would definitely sort out the problem… nope. Dont get me wrong, this did help for a bit. I’m not sure if that was just fluke or what but during the first few days things seemed alright. Then again the dropouts started again. This time we had complete loss of connection. This didn’t just go on for 30 minutes, we’re talking days of absolutely no broadband. Kids are on summer holidays, they both live on their electronic gizmo’s, Nightmare! At this point I’m really getting fed up. I’m taking note of the time outs and the duration. I’m taking screenshots of the Log from the Hub itself. These screenshots show critical error messages constantly. Various types. My speed checker showed decent download speeds but none existent upload speeds. Now onto the SPECIALIST engineer who got booked in for me. What can I say?? The guy couldn’t be bothered to look at any of the evidence I had collected, just kind of shrugged it all off as it was nothing. He mentioned my speed check test being irrelevant since Virgin only use Cisco checks. He replaced the external box saying it actually looked okay but had a bit of corrosion on it. Then he mentioned how many 5g channel connection was one of the high power drain ones so he switched it to one of the lower channels to reduce the power. He went on to tell me if I needed him to contact him on the number he called me on. I said I hadn’t received a call from him, they had my old number on the system. He stood me it was now updated and he would call me so I had his contact number once he had left. He didn’t do this either. Roll on to today. We’re still getting constant dropouts, nothing has changed. Looks like possibly another engineer visit and all I can think is what’s the point. Virgin customer service is a complete joke and I’m at my wits end with it all now. I pay a considerable amount for a sub par service and it’s no laughing matter. Has anyone else experienced anything like this? Is there anything I can do to sort this out. Please help.New Contract - Existing Login
We left virgin media back in June after selling our flat and didn’t renew due to moving into temp accommodation. We have just moved into our new house and I set up a new contract for the house but when I log into my existing account using the email address that I used for my new contract it’s only showing my old contract. How can I add my new contract to an existing login?
Issues reconnecting after moving home
We've recently moved but unfortunately the cable service hasn't been connected. The contractor arrived at the property before we moved to install the cabling. We were assured this wouldn't happen but unfortunately, the wall box in the wrong location (under the level of the floorboards of the room the cabling will be fed into). Additionally, the cabling was laid in the soil just below the surface of the grass (which may be hit by the lawnmower) and the wall box wasn't secured. After a week or trying to speak to someone, I'm unsure what to do. I've communicated via the customer help lines (voice and web chat) and the engineer that has been out twice isn't the correct person to (re)connect the cabling. The engineer that has visited has tried to help but nothing has been actioned since. I've put in a complaint but this hasn't been answered yet.Issue with initial install
Hi all, Just needed some help, I've had issues with my install and due to my job I cannot get an engineer out till the 6th of September as this is the earliest they can do where someone will be at home within working hours, sadly because I work at a school in a different city I wouldnt be home in their operational hours. But I want to enquire on here if there may perhaps be a simple fix. So effectively this is the only thing I can see that resembles a wall socket and it seems that the plug is damaged beyond use, but it also seems to be like the home hub connect is there anywhere or anyplace where I could get this replacement without waiting till the 6th for an engineer. Many thanks, AshVirgin what have you done - Hub 5X
My Internet never best but could handle Teams and Roblox and didnt Buffer and i could download Last Wednesday Outage Last Thursday Firmware Update Since been awful Virgin say is a problem and then say all resolved , spent hours on chats , emailed CEO , log a complaint they close it :(Hub 5x issues on firmware 7.8.3-2410.5
Hi, Since my Hub 5x auto-updated to firmware 7.8.3-2410.5 (around 20/08/25), my broadband has become unreliable for online gaming. What’s happening: - Games disconnect after 2–10 minutes, every time. - This happens on multiple devices (Iphone and Samsung Galaxy S25 Ultra). - General browsing and streaming seem fine, but anything that relies on a stable connection drops out. - Pings sometimes show duplicate replies and big spikes in latency. What I’ve tried: - Disabled Smart WiFi and split 2.4 GHz / 5 GHz into separate networks. - Locked 5 GHz to channel 36–48 at 80 MHz. - Changed DNS to Google and Cloudflare. - Tested MTU (1472 works fine). - Tried keepalive scripts to hold the connection open. - VPN fixes the problem completely (but obviously I shouldn’t need to use one just to play games). This only started after the 7.8.3-2410.5 update. Before that, everything was stable. Can you confirm if this is a known issue with the latest Hub 5x firmware, and if there’s a fix or workaround? It looks like the router is mishandling online gaming traffic. Thanks.
