How to get a Hub 5?

[knight4999]

Hi Paulina

I too am a 1gb customer who doesn’t have a hub 5.

How do i get one please?

[Akua_A]

Hi @knight4999,

Welcome to our community forums and thank you for your first post.

We are glad to see you are interested in a new hub. You can find out all you need to know here https://www.virginmedia.com/help/broadband/how-to-upgrade-broadband Please note that upgrading to a new hub can trigger a new 18-month contract period. Please let us know if you need any further help.

Thanks,

[knight4999]

Hi Akua

Upgraded to volt 1gb months ago and never got offered a hub 5.

Upload speeds have increased but still get nowhere near 1gb from my hub.

No way am I re contracting for another 18 months…

[Client62]

still get nowhere near - talk about ambiguous ?

[Ryan_N]

In relation to the speeds from your hub - is this done over a wireless or wired connection? 

Cheers, 

Ryan. 

[knight4999]

Hi Ryan

This is wired straight into my VHub via Lan cable.

[Paulina_Z]

Hi @knight4999,

Welcome back to our Community Forums! Are you experiencing any issues with your speeds or connection at the moment? 

As advised by my colleague, you can upgrade your package through our website, but this will result in a re-contract.

Let us know if there's anything we can do to help going forward.

Thank you.

[knight4999]

Hi Paulina

I don’t have 1gb download speeds, upload is fine.

I test with my laptop (wired connection via lan cable) and only ever seen to get approx 600-700mb down.

If upgrading my hub will help then I don't think it’s fair I have to re-contract in order to do this.

Matt

[Paulina_Z]

Hi @knight4999,

Sorry to hear that you're experiencing poor speeds! I've taken a look at our systems and unfortunately, there seems to be an SNR (Signal to Noise Ratio) Outage that's impacting your services with us. 

The fault number is F010777550 and the currently listed estimated fix time is showing as 03/07/23 at 9am. We do apologise about this issue and rest assured that our teams are working hard to have this issue rectified for you as soon as they can. Apologies for any inconvenience caused.

Thank you.

[knight4999]

ETA 03/07…

How long has this been a fault please and why wasn’t I informed?

Am i entitled to any compensation in relation to this “SNR Outage”?