VM Hub 5x flashing red light
Had 1 gig fibre for a few months now, every now and again the internet goes down and a reset normally fixes it. Came home from work to no internet and the hub flashing red, and after 4 hours of messing with it, I'm still without any connection. Followed the guidance through through the my VM app, and ended up stuck in a loop where it said my Hub wasn't connected correctly, so I would carry out the steps it said, only to be told it wasn't connected correctly and to do it all again - I foolishly did this 4 times... to no avail. Tried ringing customer service on 3 occasions, ended up stuck in a loop again, with the automated service saying the same thing over and over, saying I'll get a message if I have any more problems - I never did. Opened various chats in the 'message us' section, no one ever responded. Sent in a WhatsApp, no one responded. It's almost like VM don't want their paying customers contacting them, and make it impossible to do so. So now I'm stuck with no internet, having only gone with VM for quicker connection for Sky Glass, and I work from home a lot too. Firstly, send an engineer to fix my internet, and secondly, make it easier for customers to contact you in times of need please VM. Matt.Modem Mode stopped working since Tuesday's outage (Hub 5x)
I managed to painstakingly get it to work a few weeks ago with my Unifi Express 7 but last night after a brief outage it has stopped passing a WAN IP to the Unifi Router. I've spent hours and hours trying every variant of the Reddit threads and forum posts on how to enable it and it WILL NOT for the life of me pass an IP Address to the WAN Port once it's in Modem Mode. What I did last time was the following: Connect the Unifi Router to Hub Port 1. Connected to the Hub portal 192.168.0.1 via a laptop connected to the Unifi Router LAN. Disabled DMZ, WiFi, Firewall, UPnP and DHCP. When I disable DHCP it annoyingly drops the lease on the Unifi Router so I then have to connect my laptop directly to the 10gig service port on the Hub and change its IP to be under the 192.168.0.x subnet. I know of no other way to connect to it (other than forcing a static internal IP on the Unifi WAN port which also fails). Enable Modem Mode and unplug the laptop from the service port before it reboots. Not sure if the laptop unplugging is what made it work but I've tried both removing and leaving it in today. Power Cycle the Hub after it reconfigures. I am completely lost and it has failed constantly the last few days.Major Connection Issues Hub 5x
My VM connection completely dropped off on Monday 24th around 5pm. It was very intermittent since, coming on and off, tried shutting the hub down and restarting. I'm on a Hub 5x the XGSPON line. Resetting to factory settings (which would temporarily restore service at a decent speed only to drop to being poor soon after). Initially in my VM app it showed they could see a fault in the area and that we could book an engineer. Later on this disappeared, saying no faults in the area. We tried calling VM, which was futile as they constantly drop the call after a robot message. I left it overnight, to Tuesday 25th. The connection is intermittent, or running very slow anyway. Plugging anything into the ethernet port, my houses switch, doesn't work, none of the device wired throughout the house work. I tried through a unfi UCG gateway, which shows 100% packet loss. But connecting to the VM hubs wifi, gives an intermittent though poor speed connection. I contacted VM in the evening and get through to someone, who runs me through the usual tests, and says they can't see an issue on the line after checking with level 2 support, annoyingly, running samknows, it was apparently showing full speed to the hub and to my mobile....yet it was struggling to load a basic Google search. But now day 3, 26th, same problem. Still a poor connection, nothing connected to the hub via wire works, e.g. my network switch and any devices wired to it dont seem to work when i try via cable, trying the UCG gateway sends signal to a wireless AP, which sometimes connects and sometimes doesn't, or connects without Internet or very poor speeds. I'm not sure what the issue, and VM seem useless. Another guy on the phone prior had said it would resolve by yesterday evening as they were aware of issues, which was clearly not true just to get us off the phone. The guy I had spoke to from the technical team said I was the first person he'd spoke to on the day about having intermittent or poor connection issues. Advice on what it could be, whether hub, connection or what else to get would be appreciated. Observations Hub light has stayed white, not changed to anything else. Even when reset, it stayed white. Hub also is in normal router mode, no changes there. Can only get some level of service when connected to VM hub wifi, though poor speeds Ethernet Wired devices, like connecting a switch to it, does not work, and also seems to cause connection issues for the devices connected to the hub on wifi Unifi Gateway when connected, shows 100% packet loss from the Hub, SamKnows tests apparently show normal speeds to the hub and to my mobile, but it cant load a google page sometimes.... Other wired devices I have tried, at times give an error "Error obtaining IP" or something similar Resetting the hub to factory settings, briefly kicks things to working sometimes, not everything, and then quickly diminishes to poor service again. Even when connected to the VM hub now, as long as the connection is stable, it shows I am getting half my usual speed on tests, but is behaving way slower, e.g. could be showing 60-70mbps, bit still struggling to buffer 1080p youtube videos at times etc. Things tried: Restarting Hub Resetting to factory settings Plugging devices on the ethernet ports, the ports work, but devices like those through a switch get no internet, or give "connected without internet" error. Called VM, they had me do all the same, also reset things from their end. I hear the Hub 5 had some sort of issues with DHCP, or devices being assigned IPs, could this be something similar? Thank you.Hub 5x Modem Mode
As a new full-fibre customer, I've recently encountered an issue that I'd like to address. I've realised that I'm unable to utilise my own, expensive, wireless mesh system because the Virgin Media hub provided does not support modem mode. In my opinion, it's vital that these hubs come with the option for modem mode. This limitation has left me feeling quite disappointed, and I'm seriously contemplating cancelling my contract, since I'm still within the cooling-off period. I've noticed hints from Virgin Media staff about the potential availability of this 'feature' later this year. However, I'm not certain I'm willing to wait unless I receive some form of guarantee or reassurance from the Virgin Media team. I've also seen several discussions on this topic both on this forum and on social media. Many customers are eagerly waiting for more information on this issue. I kindly request that someone from Virgin Media provide further advice and clarification on this matter. Your assistance would be greatly appreciated by me and many others in a similar situation.Hub 5x Network Access: Not Allowed
Hi there, So I've been with VM for several months now and generally everything has been good (occasional loss of broadband but generally self heals in an hour or so). This morning however, the lights on my router started flashing red. There's no overheat issue and nothing was touched from when it was working fine. I did plug in a new WiFi pod that I got sent a couple of days ago but not sure if that's just a coincidence. Also, the internet did work for a while after plugging it in. Whilst I've got an engineer visit booked, it's going to be several days so I logged into the router to check it's status. And under Network Access it says not allowed or something to that effect. So in just thinking could this just be subbed weird configuration issue? I've rebooted and reset the device several times through the day. Appreciate any help anyone could offer. Many thanks 🙂Hub 5x - connection dropping constantly.
I joined VM on 11 Mar 24. It has been 1 thing after another in the 36 days since. First of all the engineer arrived and told me he couldn’t install at the rear of my home as “ he didn’t have enough cable “ then he said that I couldn’t use my own TP Lonk Arched WiFi 6E router despite being assured both the above by the salesman. I told him just to forget it no harm done etc. 20 mins later he knocked & said his manager told him to install at the rear if it meant I wouldn’t cancel. This despite him not having enough cable. Magically sufficient cable appeared & he also said that I could use Modem mode once installed. I let him go ahead. When he left I went outside to look at the route he took & couldn’t believe my eyes. He ran the white cable along the middle of a dry dash panel instead of using the base course as anyone else would do, but that’s just the beginning, the cable was up and down like a graph on a ECG machine not straight & to add insult he went OVER the down pipes & gas pipes no effort to hide anything. Disgraceful. I immediately complained and was assured other engineers would rectify. The service however was fine I’ve got to say. So from 11th Mar- 8th Apr all was ok other than the wiring & the fact there’s no Modem mode. I used DMZ to get over that hurdle. Now, the new engineers did a great job reworking the cable around my property & were extra apologetic. They remarked that they would have to report the original engineer as they couldn’t believe he would do an install in such a fashion. All good I’m thinking. Nearly right away when they drove off my hub started to flash red and I would reboot to no avail I even reset on numerous occasions. Nothing. I have been onto numerous technicians who deal exclusively with the 5x hub to be told anything from 1. there isn’t any issue 2. We are still testing this hub it’s a trial with certain customers 3. Service is down in my area ( downstairs neighbour isn’t ) 4. We will monitor for 24 hours ( they did, fobbed off with excuse No 1 ) What I really want to know is … Can I get out this contract as the service I am receiving is awful and not fit for purpose. I rely heavily on a stable connection for work purposes. It’s been only 36 days. I want out. Note: I unplugged the other router and exclusively tried just the hub 5x but the result is the same. Any advice will be greatly appreciated & I apologise for the long winded post but it’s been a long winded process believe me. Shoved from pillar to post.Hub5x Poor Wifi range, how to order wifi Pods
Hi Had Virgin Installed around August when they came to the area, was given a Hub5x with a 1gig package and told that modem mode would enable me to use my own kit that i wanted to run. (Spoiler: there is no modem mode currently on the 5x), the wifi range is really bad and will constantly drop to the 2.4ghz band and barely get over 8mbps speeds in some rooms of the house. the hub's been reset to factory a few times and tried a few different things, so my question, how do you order the wifi-pods? especially when you get run around from voice chat and your VM connect app might as well be a static page saying "Alpha software do not use". im apparently a Volt customer (whatever that means as previously on O2) if that helps at all.