Broadband ISP Virgin Media UK Upgrades Customers to Hub 5 Router for Free
Customers of fixed broadband provider Virgin Media (O2) have today been informed that the ISP is “starting to upgrade” those with their older Hub 3 (TG2492S/CE) and Hub 4 (TG3492LG-VMB) Wi-Fi routers to its newer, more advanced Hub 5 device “at no extra cost“.
The Hub 5 (Sagemcom F3896LG-VMB) has actually been around since late 2021 (here), when it became Virgin Media’s first router to support 2Gbps+ gigabit-capable broadband speeds via their DOCSIS 3.1 (Hybrid Fibre Coax) network (the Hub 4 could also do DOCSIS 3.1, but it was more of a 1Gbps device). A slightly more advanced Hub 5x variant also exists for those covered by and connected to Virgin Media and nexfibre’s new XGS-PON based full fibre (FTTP) network.
The upgrade aims to boost customers’ broadband performance around the home, making it smoother and more reliable, with the roll-out benefitting thousands of customers before the end of 2025, before being “expanded further in 2026“. The move will no doubt also help to ensure that Virgin Media keeps their hardware current for the new network security requirements, while also ensuring efficient use of spectrum on their DOCSIS 3.1 network.
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Gareth Lister, Director of Connectivity at VMO2, said:
“Providing our customers with the very best broadband experience sits at the heart of Virgin Media O2. As our technology and products evolve, we’re committed to making it easier than ever for our customers to enjoy them. Not only will this upgrade benefit thousands of customers’ connectivity by enhancing their coverage, it will also future-proof their broadband services for new innovations to come.”
The move is not unexpected as Virgin Media, much like other broadband ISPs, have long rotated their hardware over time to ensure that all customers can access more modern kit. In addition, we’re expecting Virgin Media to come out with a Wi-Fi 7 capable Hub 6 router in the future (the Hub 5 is a Wi-Fi 6 device), which currently seems likely to surface in 2026.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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I wonder if people contact them whether they will send them a hub 5.
I did that early this year, I was (previously) on hub 3 and then virgin upgraded my hub 3 to 5 and also upgraded my broadband tariff from m500 to volt gig 1 and I was (already a volt customer long ago).
Any further intel on how we can force this upgrade ourselves? No options in the account manager or communication from VM yet on my end..
My doorbell only works on 2.5 so what happens will I still be able to use it?
Yes. Hub 5 can run both 2.5GHz and 5GHz at the same time. You might need to disable 5GHz temporarily while you first connect the doorbell (this is a common inconvenience on a lot of 2.5GHz only devices) but after that you can turn it back on and everything should work just fine.
For a long time now I’ve had different names for my 2.4 and 5GHz networks to enable all my IoT devices to sit on the 2.4GHz network with all my EUC devices (Laptops, steaming box etc.) to use the 5GHz. Ironically my new router has a segregated network for IoT devices, even on this I still separate the 2.4 from the 5GHz.
This is probably simply compliance with a legal obligation under The UK Product Security and Telecommunications Infrastructure (Product Security) regulations that came into effect last year. It’s big of them to do it “at no extra cost” isn’t it?
how does the hub3 and hub4 not comply with that?
Hard to check at the moment, as the Vantiva page Virgin Media links to here doesn’t seem to list the Hub 3 and 4 model codes:
https://www.virginmedia.com/help/how-to/broadband/device-security-information
https://www.vantiva.com/regulatory-information/
Virgin Media should really be getting this info. and placing it directly on their own website.
The only hubs that aren’t compliant with the legislation are the Hub1, Hub2 and Hub2ac. Which are tiny volumes.
The swaps for those specifically identify that the swap is due to that legislation.
Swaps of 3s and 4s are a separate initiative.
@ifuhaveto: PSTI compliance is for all new devices placed on the market after April 2024 and thus has no relevance to hubs before that date. However VM has been supporting no fewer than four DOCSIS 3.0 hubs and two DOCSIS 3.1 hubs (the hub 4 and hub 5). With much better availability of the hub 5, it makes sense to standardise by doing upgrades including the hub 4 to provide best performance and reduce maintenance.
I wonder if the wireless range of the Superhub 5 is any better than that of the Superhub 3? We have a 3, and the range was awful, so I just stuck it in modem mode and use a pair of TP-Link mesh routers.
I have no plans on getting rid of the mesh system (as it just works and with good coverage too) so if I do get a 5, it’ll just go straight into modem mode again for use with the TP-Link routers.
The amount of people with older routers still, must be tiny. We had a superhub 1 and we got the superhub 3 as soon as we got upgraded to 70Mbps (which was years ago, we went from 30 to 70 to 100 to 200 and now 250) as the 2.4Ghz N superhub couldn’t deliver the full speeds. The Superhub 3 is AC, as is the TP-Link routers I am using. I don’t see a point in swapping to AX or BE.
WiFi 6/6e/7 will be more beneficial to those who have faster speeds. 6e and 7 are also useful if in a block of flats since you’ll have the additional 6GHz band.
Even in your situation, the newer superhubs will have higher performance cable modems, so its really a no brainer to take a free upgrade if Virgin are offering it without any strings attached. Not sure if the old Puma latency issue is still a big deal but that’d be another reason to change.
I want to say that Virgin Media has been distributing them until the last couple of years. We’re currently using a Hub 3 and range isn’t great here too but a WiFi Pod works fine
Yes the 5 has significantly better wifi range than the 3 or 4. It covers my house (large 5 bed) where as the 3 or 4 didn’t.
Cant get the 350mbps working let alone new gear laughable…..my internet has been dipping for 5 weeks now…its a joke
I think this took them long enough frankly. How is this going to work with customers with WiFi Pods out of interest? I assume they would send along the newer ones with the Hub 5 when it happens but no clue.
Hoping that they send us a new one rather than later, we’ve been with Virgin for about 8 years at this point?
VM clearly expect HFC to be around for several more years. Maybe they’re planning to phase out DOCSIS 3.0.
They’ve wanted to migrate more spectrum from 3.0 to 3.1 for years but supplies of hubs was problematic. HFC will be around for a while, millions of customers to migrate even after build is done.
Had notification from VM back on August 14th telling me I needed an upgrade… My wife got In Touch with them and we are still waiting for something to happen…
Come on Virgin Media… Wakey Wakey….
They’re only upgrading for people on gig1 or faster speeds
Too late. Intermittent fault with our hub 3.0 and VM weren’t interested. Even offered to pay for a hub 5 and they wouldn’t do it.
Got EE to buy out our contract, will never go back to VM
Do yourself a big favour and don’t go anywhere near Virgin broadband
Been with them 20+ years (since Telewest days) and never had an issue with the speed, the reliability of the service,.or getting super cheap upgrades whenever my deal expires.
If only I’d listened to you and never used them, huh. :/
I think VM is one of the worst ISPs out there, I had them for about 18 months and nothing but problems. I had a hub 5 on the 1GB plan, had my route replaced three times in that time I had it. Numerous engineer visits,the hubs just randomly disconnecting devices and from the network etc and useless customer service who never have a clue what’s going on. I switched to a local ISP I had never heard of before bit of a risk I know, called Hey Broadband. 900 mbps down and 900mbps up and FFTP as well witch VM are not. It’s half the price of VM and never had a problem in the past 2 years. It shows you that these small company can beat the big giants.
Where is the outcry from INCA about a service provider offering discounted upgrades to its existing customer base?
Transcript from my chat today. They still want £35 plus £5 delivery.
Also, I’ve reviewed your account, I can confirm that you currently have a Hub 3, which is compatible with your Volt M250 Broadband speed.
If you’d like to upgrade to a Hub 5, please note:
There is a £35 activation fee
Plus a £5 delivery charge
Alternatively, the Hub 5 can be provided free of charge if you choose to upgrade your broadband speed to 1Gb.
Let me know how you’d like to proceed, and I’ll be happy to assist further.
I’m a bt customer. Will they ever upgrade us to something better than the super hub 2? I doubt it.
Been in battle with virgin for over two months now trying to get my 3 upgraded to a 5 and been told in there is no way unless I upgrade I’m on the m350 package they even told me the 5 was incompatible with my package and would not work any way. Doubt this will happen.
You can only get the hub 5 on the 1GB plan so I wouldn’t waste any time with VM unless customer service.
I think my parents had a similar offer in the past, but since they’re just using modem mode I ended up leaving it as I have no confidence in VM to not screw it up/us somehow given prior experiences.
I called up as soon as I read the article published here on Friday. Mum received her hub5 Tuesday evening, installed it straight away and will post hub3 back Wednesday morning.
She is on M125 or whatever they call it so your speed is irrelevant. Enjoy.