The_Tonner
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Re: The New 5x Hub (different than the standard 5Hub)
HI @maxthegold Unfortunately, probably not the response you want to hear but my service has now improved. You should try the following: - Contact - Technical team option 2 - Unity team - xgs-pon trial team (The specialise in the 5X) - Request a technician to visit the property. My experience was the person that turned up did everything in his power to fix the issues before he left. - Request the extender PODs. Took a while to get them working but the work well now. (Use the connect app. If its not working clear the app cache) - Access to modem mode is available through http://192.168.0.1/?page=modemmode. As i said probably not the message you want to hear. Unfortunately like me if you want 1gig speeds this is your only option at the moment. As you can see i waited months for this to be sorted but am now experiencing livable speed in my office and 1Gig + in my living room.1.7KViews0likes2CommentsRe: The New 5x Hub (different than the standard 5Hub)
Update 27/07/2023 After learning that the VM Connect app now works with the 5x Hub, I decided to reach out to the VM team once again to improve the Wi-Fi in my home office. The fact that the app could connect to my router gave me hope that we could get the Wi-Fi pod to function properly. After discussing the issue with the appropriate team at VM, they acknowledged that the pod was visible on their end but couldn't confirm if it was working on my end. To resolve this, they sent out engineer Dan to test the pod at my location. Yesterday, Dan diligently worked on making the pod visible to devices and accessible through the VM Connect app. After some troubleshooting, including calling the office, activating the pod, and clearing the app data and cache, it finally became visible, and I could see which devices were connected to my hub and the pod. As a result of these efforts, my home office now receives up to 250Mbps, which is satisfactory for my work needs. However, I noticed that my phone, a S23 Ultra, connected to the same pod in the same location, only gets around 50Mbps, which is somewhat perplexing. Another concern I observed is that the pod is just 2m away from the hub, with a clear line of sight, and yet it only receives a fair signal. I don't believe there's a better possible placement between the hub and the pod, and the signal remains fair at best. VM has also sent another pod that I will set up today, and I hope it will address any remaining dead spots. It appears that VM is now addressing some of the issues with the 5x hub: - Pods are now working. - The Connect app is functional. - Access to modem mode is available through http://192.168.0.1/?page=modemmode. - They now have a trained team that understands the 5x hub (Technical team option 2 - Unity team - xgs-pon trial team). It's positive to see that VM is making improvements, but it's worth noting that it took me from 17th May to reach this point of having stable Wi-Fi in my office. The customer service I received throughout this process was poor, largely due to the lack of training. As a new customer excited about getting Virgin Media services, this experience has left me disappointed, disheartened, and somewhat bitter towards the company. I believe I should not have been a trial project for a service that wasn't fully ready, and I should have been informed before canceling my other service providers.2.5KViews0likes1CommentRe: The New 5x Hub (different than the standard 5Hub)
Dizzwell... My mistake... I was incorrect in my previous post. The pod that they sent doesn't work or performs very poorly. What I actually experienced was a slight improvement, not due to the pod, but due to the slight movement of the VM router hub. To be honest, I'm completely at a loss regarding the best approach. I'm also apprehensive about buying my own mesh system due to the unknown compatibility and setup process. So, on a daily basis, in order to work from home, I move my router hub out of its position with the wires fully extended and place it in the middle of my living room. When my wife and kids get home, I move it back to its original position. This daily movement allows me to get speeds up to 100mbps in my office. Without doing this, I get around 20-30mbps (if that), and my phone constantly switches between the Wi-Fi and 4G or 5G phone signal. It's disheartening considering I pay for the 1Gig plan with VM, but when I was on a cheaper 200mbps plan with Sky, I was experiencing speeds of 100+ mbps in my office (they provided a working booster). I'm not sure what to do now. I think all we can do is wait and hope that VM resolves all the issues with the 5X hub. I truly believe they should have given the hub a different name so that their internal team would know the difference and properly inform and explain to customers that this was a trial scheme and would have difficulties. I haven't received any formal apologies from VM, nor any compensation for the mis-selling of their service, but I believe that should be their approach with customers like us.3.5KViews0likes2CommentsRe: The New 5x Hub (different than the standard 5Hub)
Thanks @David_Bn, Update!!! I received a WIFI pod and have plugged it in, in-between my router and my home office (Where i was experiencing the lowest signal) I can now get up to 100mbps some times if doors are left open. (Better than 0-15mbps). Considering I'm paying for the 1Gig i was hoping for a bit better. I assume this means the WIFI pods work with limitations? It's hard to tell. David can you give me an update on VM training and how i can get the support from VM to better my service if i were to call? I no longer can waste weeks days and hours on trying to get better service. I would also like to note that even though i have the latest S23 Ultra phone with the capabilities of wifi 6 the router isn't set up to transmit the full 1Gig. The router only sends max 700 - 800Mbps (tested with only 1 device connected) When looking on the setting on the router it only shows settings for 2.4GHz and 5GHz, I assume The setting for the 6 are not on the 5x Router yet? Also still no Modem/router Mode available. Any update when this will be fixed? I hope you @David_Bn can give an update?3.9KViews0likes7CommentsRe: The New 5x Hub (different than the standard 5Hub)
!!!!!Update!!!!! After posting this yesterday, I receive an email from VM saying my Yodel have a parcel booked for delivery. This must be the Wifi Pod? Will it work IDK? But defiantly strange they VM are sending me something after I post a message about my issues. I will give another update when it arrives.27KViews0likes9CommentsRe: The New 5x Hub (different than the standard 5Hub)
Thanks Tudor, Yeah it would have been helpful to know I was a part of a trial before 3 weeks in. No one also told me there was a trail section of the bulletin which might have saved me the hours of trolling through the web and this forum. I hope VM can at least give me a indication of time scales. I have tried the budget TP links but only getting around 20mbps which is poor considering im paying for 1Gig.27KViews1like3CommentsThe New 5x Hub (different than the standard 5Hub)
Hi everyone, I hope this information can be helpful for others as it took me over a week and more than 20 calls to Virgin support to finally resolve the issue. After residing at my property for over 10 years, I was thrilled to learn that Virgin Internet was now available in my area. Without hesitation, I signed up for the 1Gig plan as soon as I saw the Virgin engineers working nearby. During the sign-up process, I informed the sales representative about my struggles with weak Wi-Fi signals in certain areas of my house. They assured me that with my chosen plan, I would be eligible for free Wi-Fi booster pods. After the broadband installation by the engineer, we tested the Wi-Fi signal and, as expected, it didn't reach the areas where I needed it the most. The engineer advised me to contact Virgin support, assuring me that they would send out the booster pods. Unfortunately, despite placing the order for the pods four times over a span of 2.5 weeks, every time I called, I was informed that there were no pod orders associated with my account. Feeling frustrated, I decided to conduct some further research and attempted to use my own Wi-Fi extenders. To my surprise, I discovered that the 5x hub does not have a router mode, which was an essential feature for my needs. I contacted Virgin support once again and explained the situation, mentioning that I have the 5x hub. It turns out that the technical teams have not received training on this particular hub yet and are unaware that the pods are not compatible. Each time I ordered the pods, they were automatically canceled by another department. Here are some key details to keep in mind: - The 5x hub is different from the 5 hub. - The 5x hub is connected via optical cable, not coaxial. - The new routers currently do not have a router mode (at the moment). - Not all support team members are aware of this information when providing assistance. - Wi-Fi extender pods are currently unavailable (at the moment), likely due to the router mode issue. - 5x Hub not compatible with the virgin connect App - This 5x hub is a trial hub and they are giving customer this without telling them. (Well never told me) For now, I have placed the router in the middle of one of my rooms to ensure a signal reaches my office. I remain hopeful that Virgin can address this situation, rectify the pod availability, and enable router mode functionality. Unfortunately, switching to the standard 5 hub is not feasible for me since the cables running to my house through BT ducts are optical-only. I find myself in a rather inconvenient situation, but I'm optimistic that Virgin will resolve these issues soon. If any Virgin Techs read this please give me a update or a time scale???Solved43KViews5likes65Comments