Confusion After 1Gb Virgin Media Users Get Hub 4 Instead of 5
A number of Virgin Media’s UK broadband ISP customers have been left frustrated after they were promised the provider’s latest Hub 5 router (Sagemcom F3896LG-VMB) with their package, but instead ended up being sent an inferior Hub 4 (Arris TG3492LG-VMB) and with no clear promise to rectify the issue at a later date.
The issue predominantly, but not exclusively, appears to impact those who ordered one of Virgin Media’s top 1130Mbps (Gig1 Fibre) packages or bundles, which in recent weeks have begun to be specifically advertised as including a “Virgin Media WiFi Hub 5“. But confusingly, a quick look at their website shows that pictures of the older Hub 3 are still being used alongside their packages, regardless of whether a Hub 4 or 5 is sent, including on the Gig1 Fibre package that won’t work properly with the Hub 3 due to the lack of DOCSIS 3.1 support.
Router choice is something that DOES matter to a lot of consumers, and savvy ISPs tend to be aware of this. The Hub 5 itself is desirable for a number of reasons, not least of which is its support for features like Wi-Fi 6, WPA 3 encryption and a 2.5Gbps LAN (Ethernet) port.
Despite this, several complaints sent to our inbox, as well as via social media (examples here and here) and Virgin Media’s Community Forum (examples here and here), clearly show that some of their customers who expected to receive a Hub 5 are actually receiving a Hub 4. In the example of their Gig1 Fibre package, that would seem to be a case of false advertising (Advertising Standards Authority).
Upon complaining, some Gig1 Fibre customers have even been told that they were never promised a Hub 5, which is despite the website clearly showing that they were. The good news is that some members of the operator’s support team have since acknowledged that this is happening. Stock issues appear to be the cause, they say.
Matthew_ML, VM Forum Team, said:
“I am sorry to see a Hub4 has been installed instead of a Hub5. Currently we have very low to none stock of the Hub5 this is why this would of happened sorry, the good news is with a Hub4 you still are able to achieve a speed of 1GB.
Once these come back into stock we can try and look at getting you one out, right now we do not have a date for this sorry”
We’ll ignore the “1GB” (that’s ‘Bytes’ instead of ‘bits’) mistake above and say that the approach of sending a Hub 4 as a temporary solution is perfectly understandable, even positive. But those receiving the Hub 4 were not told that it was temporary, and the package included no promise to replace the device once the Hub 5 became available again. Only those who complained have, sometimes, been given such a promise.
We queried all of this with Virgin Media directly, and there’s some good news to share.
A Virgin Media spokesperson said:
“A small number of customers received a different hub to the one they were expecting. While this has had no impact on their services and they always received their advertised speeds, we are in the process of contacting customers to offer a hub swap should they want it.”
We’ll be keeping an eye on this to see if those affected do indeed get a Hub 5 and how long it takes for that to happen.
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 and Linkedin.
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I had this issue. I complained the day my modem arrived but got told the Hub5 was on a “phased rollout” – I corrected them by quoting text on their website which confirmed it was not a phased roll out after all and should be sent out to each customer. In the end they sent me the new Hub5 and gave me a bill credit
Those “pictures of the Hub 5 next to other plans” in the article seem to show Hub 3’s and not Hub 5’s?
Yes, used the wrong one there, but actually that picture highlights some other problems. Hub 3 on 1Gbps? 🙂
Its only a picture. How many times having e you looked at a picture of a Big Mac only to ne disappointed with it when it arrives. Companies often use stsndard pictures for advertising
Kevin – that is a dumb analogy. A piece of equipment which a company advertises the benefits of is not comparable to a food item that gets constructed at time of serving.
A website showing a physically mass produced piece of hardware without any caveats can and should provide the exact piece of hardware shown.
No Hub 5 – customers should be able to leave with no disconnected termination fee because it their fault for misleading website adverts showing hub 5.
Virgin Media always a liar and good excuse! They prefer to kept hub 5 for businessess side!
VMB don’t use the Hub 5, they get a Hitron router.
Can’t any company or person make a mistake without being called a liar? They could (and definitely should) have handled it better – a note on the website, customers being told when ordering etc., but it’s not a deliberate move to short customers. Sometimes things go wrong and businesses screw up. That’s life. So long as it gets sorted, is it really that important?
“Sometimes things go wrong and businesses screw up. That’s life. So long as it gets sorted, is it really that important?”
Are you aware of the complaints FB group? its constantly
@Haha the problem with those Facebook groups is that most of the time you’re not getting the full picture. Many people complain their services are down but you ask more questions you find there’s been a fault registered in the area (almost as if broadband isn’t perfect) or it’s been up and down due to them being a fair distance from their hub so go to another room and it disconnects (this is a problem on iOS specifically when locked it will for whichever reason disconnect from WiFi).
If you’re believing Facebook then you’d probably believe a lot more & a lot worse.
If you’re that sure that Vm are the issue then have the people in the groups create a BQM and have them monitor it. Will probably find that it’s working fine, OR in the worst case scenario an unregistered/undiagnosed fault.
The reason I’ve dropped VM Gig1 was because the continue this disgusting carry on with saying advertised speeds are achievable with the Hub 4.
BUT THEY ARE NOT.
As with my Gigabit broadband users, I run my own networking kit, the Hub4 in modem mode is restricted to 940mbps, 5hw advertised speeds are 1100mbps.
However even when using the Hub 4 as a router, no one device can harness the full 1100mbps again being limited 5o below 1000mbps
ASA, ADRs and Regulators seem to let these big companies do what they want now… I personally won’t play ball with them.
The Hub itself gets the full 1130 and then it’s split between every devic via WiFi & the Ethernet, that’s their cop for it. They’re technically not breaching any advertisement laws since I’d say about 98% of consumers don’t have a 2.5Gb+ NIC.
So what I said “no single device can harness the full speed”
You dropped VM because you didn’t understand ~940Mbps is the most you can expect to see from a single gigabit port? VM have done nothing wrong, it’s your lack of understanding. And what practical difference is there for one device getting 1100Mbps vs 940Mbps?
Lmao… No I dropped Virgin for many reasons but one of them was this refusal to give customers hub 5s on the gigabit service but putting them into the hands of customers of 200mbps services!!
I had this argument with VM this month when i upgraded to VOLT 1GIG from M500, I have FULL support for 2.5Gbe Network switching (network switch and my computers), I was told I would receive a Hub5 (even says this on my bill this month “Hub5 Supplied” but got a Hub4. They told me they simply have no stock of the Hub5, and would not be expecting any, any time soon “due to the chip shortages”.
The hub 4 supports bonding so is actually very easy to get full-speed to a single device.
Yes it’s really annoying being limited to 940Mbps on a >1gb link. The hub4 used to support bonding but they broke it in a recent upgrade and their response was basically ‘sucks to be you!’
There some sites tuning out hub 5 that’s why hub 4 been given in stead
Running
I upgraded to the 1GB fiber and was told I couldn’t get the hub 5 as it was only available in “selected areas at the moment” a few months later I had a problem with my hub 4 virgin sent an engineer out (after 2 weeks of having the problem) and funny enough it was replaced with the hub 5, also virgin have told me that they are having connectivity problems with the hub 5 and its a known fault as my broadband will randomly disconnect all of my devices and won’t work for most of the day then randomly start working again.
Yes that’s right I live in the west Midlands area and we were I suppose you could say a test area for the NEW Hub 5 box! I was offered one which I accepted cause I’d had the hub 3 for about 5 years so it was time to upgrade to the M500 on Hub 5. It’s a good box no problems good range round the house even though I have solid brick walls. I’m sure they’ve noted down who’s due a Hub 5 when they get them back in stock
‘I upgraded to the 1GB fiber”
First mistake – thinking VM do that in HFC areas
“1GB”
“fiber”
sigh. maybe you should stick to reddit.
Thing is it does have an affect on their customers receiving their advertised speeds if the customer uses it in modem mode as that package gets 1130Mbps so they would need the 2.5Gbps port in order to get that full speed to their router of choice.
Does this mean that hub5 is now compatible with the gig1 bundle as for the last 6 months every time I’ve requested it my request gets cancelled due to it not being compatible with my package
When I signed up earlier in the year I tried as hard as I could for a hub 5 as I wanted the benefits from the 2.5g lan port. Unfortunately I still ended up with a hub 4. I’ve had no issues with the 4 (using as a router but WiFi disabled), but the 2.5g port would have been nice to fully harness the speed to the house.
I upgraded to Gig 1 when it first rolled out. Hub 4 was at the time the only option. 3 days ago, I contacted Virgin via Web chat to ask for a Hub 5. 3 days later they sent an engineer to bring and install it. The only wierd thing was that he had to log the Hub 4 as faulty to be able to make the swap. It wasn’t faulty at all.
To me him having to do that was a symptom of Virgins reluctance to send Hub 5’s out at all.
However, it seems asking nicely was the way to go.
Having this issue with them as well got the Virgin 500 upgrade with O2 Volt for 1GB was told we would get a Hub 5 and was sent a 4 was then told we were not promised one and when we asked for a Hub 5 was told it would make no difference we hit 400-500mb on WiFi but it would be nice to take advantage of the extra speed and WiFi 6
I upgraded to Gig1 last month and they sent me a Hub 5, although I wasn’t given a specific promise. I had a Hub 3 at the time.
3 months ago ordered the 1gb got the hub5 without a hitch much better than the hub 4 with 3 superpods free I pay £26 a month and £50 account credit I’m more than happy
That’s a tidy discount
Doesn’t matter what kit they bring out modem mode is the only use of the service there wireless is terrible slow the routers plus trying to get hold of a hub 5 is impossible won’t even give me one regurdless makes no session
I’m doing my bit for the Hub 5 shortage by leaving VM and sending it back. Some lucky punter will soon be getting my Hub 5, maybe after it’s been wiped with an oily rag and put in a fresh box. Wasn’t a bad bit of kit when used in modem mode, but like all DOCSIS hubs it’s power hungry and uses around 10W more than an Openreach ONT, so I’ll be saving £40 on my leccy bill each year.
Don’t tell the virgin fan boys or employees above commenting… let them continue, while the smart ones will jump ship as and when full fibre, a better technology for internet, is available… also watch out for fake and paid for reviews.
0.01 kW * 24 * 365.25 = £87.66. Electricity curently capped at around £.34 per kWh = £29.80
When I was notified of the switchover from PSTN to 21CV, I was told I would receive a Hub 5 to replace the ancient Superhub which was unsuitable. When they sent me a Hub 4 I was not too worried as there are reports on the VM Help Forum that the Hub 5 does not work properly with call-blocking phones.
Performance is OK for me, though I have noticed more yellow spikes on the Think Broadband BQM.
As I type this I am still awaiting the phone adapter which I will need in March, I phoned them the other day to remind them to send one (why on earth VM don’t simply include an adapter with every replacement router to avoid this hassle beats me).
The entire Hub 5 has been a debacle from day 1 when it was announced in 2021 and here we are in 2023 and it’s still not generally available, is plauged with software and hardware problems and it’s a lottery if you can actually get one.
I’m a Gig1 customer since 2019 and I’ve wasted enough time being patient and spent too much time trying in vain to get a Hub 5 only to be palmed off with excuse after excuse; lie after lie from the inept virgin support teams.
I’m lucky enough to live in a newly cabled CityFibre area and I’m off to Vodafone in a few weeks to take advantage of their symmetrical full fibre speeds and 6E wireless hub and it’s cheaper than the current £62 a month Gig1 price, which is coincidentally going up by an eye watering amount in April. Good riddance to Virgin Broadband, the O2 merger has not improved anything as far as broadband goes and I’m glad there is more competition in the marketplace via CityFibre and ALTnets, Virgin have become lazy and complacent and it will be to their detriment as customers take their custom and hard earned money elsewhere!
Go ahead pick Gig 1 and if your a gamer repent at leisure when you discover the delivery using mixed DOCSIS 3.0 and DOCSIS 3.1 channels very often comes with double the latency and 10 to 100x the jitter of an M125 service on a Hub 3.
* “very often” = it happened to me once so clearly it’s happening to everyone
You’re presenting anecdote as though it’s universal fact. My experience is that both jitter and latency have been consistent.
Jitter is typically < 2ms and often even measured at < 0.5ms.
Latency varies from game to game, but is typically around 25-30ms to European servers for WoW – which has been consistent for me for the past 15 years across a number of ISP's and connections (ranging from a 2Mb/s ADSL connection through to the 1Gb/s connection).
Virgin aren't without fault, but that's no excuse for making things up.
I’m glad that the choice of hub is the biggest issue people have with Virgin.
Virgin is absolutely pile of sh1te, I have thier 1gbps and they gave me a hub 4 and refused to change it even though the rest of my home network is 10gbe.
They changed my tarrif and the when I complained that is not what was sold to me they changed it to worse tariff with £89pm, it had taken me several calls and months to try sort it out and even now it is not sorted but left it as each time they changed my tarrif they kept signing me to new contract.
I am just waiting for fttp to arrive and I will ditch them.
The customer service is soo bad even in my work (work in IT) we have dropped VMB from all 24 of our sites. Sick of waiting months for simple requests and stupid cost they present back to us.
They’ve been having firmware issues with gre tunnel disconnecting and them having to be manually reconnected. They have just released a firmware update in the past weeks. Which has seemed to fixed it.
So I’d presume they will start rolling out the hub 5s now..
Too many *need* a Hub 5 to show off perfect speed tests to their mate at school !
Would you permit regular 100A electrical tests at your mains consumer unit ?
No people are complaining that it was advertised and not fulfilled
If you paying for a package that is 1.1Gbps then I expect their hardware to be able to hand off that speed to my network.
@James – and it does. Through all available channels, WiFi & Ethernet. You’re also the type to complain if they removed the overhead and stuck the Gig1 at 940Mbps.
@James
“If you paying for a package that is 1.1Gbps then I expect their hardware to be able to hand off that speed to my network.”
But you are NOT you are paying for a slice of the variable pie! – Up to best effort service which can reach 1.1Gbps when no one else is! – Honestly you consumers except TOO much!
You can take your £62 a month and times it by 6 and add £8 if you want the REAL cost of a 1.1Gbps connection! – That’s what I pay for mine!
Stop whinging! – you get what you pay for!
Complain to your local trading standards. Years and years ago when an ISP promised me a router. And had a picture of a router in their ad. And I was sent a USB modem (remember them). They refused to send me the router wanting £50 for it. I complained to my trading standards. They got involved and sent me out a router for free.
Due to Tory incompetence Trading Standards have shut down.
Those with hub 4 probably better off. I had constant problems with my hub5. It was eventually swapped for hub 4, no problems since.
I managed to get a Hub 5 after going through Live Chat a few times – total farce. Got rejected on the official form web page but think I managed to get lucky getting through to someone in India who was able to get an engineer out with a Hub 5. Even disconnected the old active amplifier that I didn’t need anymore.
It’s been spot on since I got it other than the web UI sending me in loops trying to set it up and some weirdness with UPnP and port forwarding.
WiFi and Ethernet connectivity is generally excellent – got rid of my quite high-end ASUS router which was made redundant. Installed a 2.5Gbps PCI-E ethernet card in my desktop and making full use of the speed.
They tried this with me, but worse: they agreed a 1Gbps package, but sent me the email “paperwork” for an 18 month contract for the 500Mbps… Then after 5 days of trying to fix what I thought was an honest mistake, I decided to cancel (well within the 14 day cooling off period), so I could try to start again… Only to have somebody tell me that the (incorrect) contract was already legally binding, that it would be in excess of £500 cancellation fee and that the cooling off period didn’t apply as I was an existing customer, this is all despite it being their mistake with applying the wrong package! Firm words were exchanged, quotes from the actual distance selling section of the law were sent, then they relented: no penalty in the end, but I walked away not wanting to sign up again in a hurry, despite actually wanting their service (I did go back after about six months, but very wary!).
They do tell lots of lies.
Their EDF max out at £280 (240+VAT) so if they tell you it’s £500 you can take the disconnect and if it charges more quite their contract terms back to them.
It’s funny because I had a Hub4 until recently, I rang VM because I had been suffering terrible latency on my PC and had eventually narrowed down to being a port on the H4. I rang VM to get a replacement H4 but they insisted I had to have an engineer visit instead and he would determine whether I needed a new one or not, he came and gave me a Hub5 on the spot, no issues with stock on his end.
VM – where to begin. Joined a while ago V or M500 – with a VMSH4 however, received a VM hub 3.
Didn’t bother complaining as no SH4’s about (they said).
Upgraded to Gig1 got sent a SH4 instead of a SH5, again didn’t complain as working well.
However, their comms and billing aren’t great, took almost 5 months of commplaints to get an accurate bill! Complaints mysteriously closed down..If it all works…your lucky! If you have to contact them…I wish you well 😉
We’re happy with VM’s service in terms of uptime and consistent speeds but their customer service is absolutely diabolical. We’re on their Gig1 Ultimate Volt Bundle which took over three months to correct as they sent out an incorrect contract, which was only resolved after hours on the phone talking to every department and luckily getting one competent representative who resolved the issue and applied the £25 per month discount we were owed.
I then asked for an upgrade to the Hub 5 from the 4, which they agreed to, before sending out another Hub 4. I called them immediately and they agreed a Hub 5 should have been sent but they apparently had no stock and that the order would be ‘fulfilled’ when they regained stock in two weeks. We’ve heard nothing after a month of waiting so we’re sticking with the Hub 4 as I really can’t be bothered to go through it all again. We’re now going to be hit with a 13.8% price hike. I can’t wait for FTTP to be available in our area so we can ditch this incompetent shambles of a company.
On the same boat with y’all-promised hub5 only to be sent a hub4-twice-and now being told they haven’t got any hub5 in store with no definite date on its availability. Sure its a fob off-City fiber got my road dug up a week ago so hope that my contract with VM lapses around the time CF comes on stream-tired of VM’s foolishness.
That’s crazy,I’m on 500mbps, they had an offer to give me a hub 5,so I applied and behold they sent one out.
Having sent my old hub 3 back,5days later another hub 5 came, so I now have 2 hub 5.
Called them up and they said keep hold of it and when your contract expires send it back which is like 11months away.
So now I have a hub 5 in the loft just sitting their.
Not only did the support team get Gb wrong, but they’re illiterate too:
“…would of happened”.
It doesn’t inspire much confidence in their service.
Had to have a tech come over after I moved and upgraded to install it for me, we had a nice chat and he picked up that I’m a nerd that works in tech and since I’m such a nice guy he went and got a hub 5 out of his car even though he read supposed to install a hub 4
Guess I got real lucky with the chill guy I got 😀
I think the most important thing to worry about is the fact that virgin media are offering the 1Gbps speeds with installing FTTP how does that work? I am a customer and not once have I had any virgin engineer come and install FTTP
My understanding was that DOCSIS3.1 supported 1Gbps over Coax (enjoy that 50Mbps upload though).
They are installing FTTP to new areas whilst slowly upgrading their existing network.
Considering their footprint I’d expect this to take a while.
I am very happy with Virgin Media m350 and upgraded to gig1 withe Virgin Media just having problems with hub 5 wifi keep dropping out we phone up Virgin Media have a engineer come out l would say with them Virgin Media is the only FTTP in my where here l live and Openreach copper to the home and fiber to the cabinet
Hub 5 has major problems (No number calls on the new telephone system rolled out) that have been ongoing for 9 months with no fix date ATM. Well done virgin, not tested in the real world
Virgin Media plunged me back to the stone age a week ago and blamed me. I tried every trick to get back on line that I knew, but nothing could make my super fast service working again. I had to order an engineer to fix ‘my’ problem and an appointment was made for three days time. After two days, Virgin cancelled my engineer saying it was a fault in my area now. My wife got a message on the 6th day telling her everything was working again…It wasn’t working of course. I had to fix it myself and this time I was successful.
I had this at the end of 2021. Vm sent me the Hub 4 as part of an upgrade deal from the 500mbit service I was on and a few days after installing it I got a call from the person who sold me the package, stating that they had made a mistake with the modem because it is not compatible with the 1gbit service I upgraded to.
In the end it was all irrelevant. Since having the service I am in a worse position (download speeds) than I was prior to the upgrade. I rarely hit anything above 300mbits, usually in the low 200’s, and that is after having to hear a VM rep go through the usual script of ‘have you reset your hub’ or ‘have you tried directly wiring you computer to the hub’ in though my PC doesn’t have WiFi.
Overall I wouldn’t bother with VM because sooner or later they will over subscribe your exchange (which I suspect they have done with my area) and as a result I can’t even get their minimum “guaranteed” speeds.
Also had this when I rejoined VM in March ’22. Was promised a hub5 on the sales call (i’d already req’d a 5 before leaving)
Was sent a faulty 4. Hours and hours of dealing with support, I basically had to wait for it to die.
They finally saw it as faulty. Promised a Hub 5. Hub 4 turns up.
Running in Modem mode the only thing I wanted the hub 5 for was the 2.5gig port. Still waiting for my price increase email so they can be dropped.
In the same boat at everyone else it seems. I upgraded to the 1Gbps package and engineer came round installed a hub 4 which a questioned and told me to take it up with virgin if I had an issue ( which I did ) was then promised a hub 5 would be sent out and had to wait more than a week due to postal issues for them to send me another hub 4!? At this point I just had to chuckle. So now with having two hub4’s I kept getting pestered to ” activate ” my new equipment which I didn’t want to swap the boxes over as everything was already connected and channels set etc and because I didn’t swap the boxes over they disconnected the first box which was installed ( facepalm ) Phoned them back up to which they said sorry they will resend me the hub 5 waited patiently and nothing arrived so took to their WhatsApp service to be told that the customer service advisor I had dealt with was new and gave me ” incorrect” information and that you didn’t have any hub 5 to send out!! This is when it got questionable. They gave me a £25 goodwill gesture which of course I’m not complaining about but I just want to get what I paid for!? Is it that difficult? Don’t offer a service which you can’t provide. I also live in a fairly large house and when the engineer was testing for black spots he found a few and said he would order me some mesh pods and I have chased these 4 times for them to blame royal mail then was told they had given too many out and had to buy authorised by a manager to a system error that didn’t send my order through!
I’m at a complete loss now and tired of waiting on hold to get past from pillar to post but will try again tomorrow and speak to someone hire than a customer advisor.
I have the 300 package from VM, negotiated a new contract last year and reduced my cost, then a month later received a HUB5 (just plug and go) and then got a free speed boost (to 350 now) and just last week got 14 new HD channels on the old box.
Personally I have no issues with the service, their customer service though if you get an outage and want your Compensation for downtime? utter rubbish, I had it go down for 3 days, reported it, then contacted once I was up, got confirmation comp would be paid, 2 months later still not on the bill, chased with them to be told comp would not be paid and no record on my account of my contact confirming it would be paid, so essentially called me a liar because the agent on the initial call did not document it properly.
But its the same with any company you contact these days, so its hardly a unique issue.
I had a hub5 and my broadband was superb but it died during a local power grid issue. The VM engineer replaced it with a hub3 and ever since our wifi has been patchy and unreliable. My wife works from home and is often in Zoom meetings where it’s pretty critical she’s there. Virgin sent us a pod and it helped to some extent but the signal is poor in some areas of the house. The bigger problem it just randomly drops – but not necessarily on every device. It’s frustrating as we were more than happy with our signal when we had the hub4. We got the hub5 when we upgraded to volt benefits. As 500MBit broadband had been perfectly adequate I had reduced our package when I renegotiated the price. The hub died several weeks after that and because I’m on such a good deal they have said it’ll be quite a lot to upgrade again – which is the only way they’ll send me a decent hub.
As I write this will hopefully receive a Hub5 today since hub 3 has been a pain in the arse 4 four years. Was promised it last Friday. Never happened, also had a set top box replaced as picture was faulty. Been a constant stress source.
Put it this way I got the 1gbps service nothing but issues then they made my service with 100 Mbps upload allways proplems like laging in game disconnected sometimes now they did tell me there was an issue in area but it went on for agaes as soon as I littrly got blackmailed into regesting someone intrest witch IV inored as I gave them my number just to get a bloody hub 5 I honestly think the hub 4 is not up to the task for 1gbps down 100mbps up as unless they happend to fix the area proplem the same day the hub 5 was installed I believe the hub 4 had something todo with the shit profrmance everything is grate now and I hate the way I had to push and push to get a hub 5 and been lied to why I couldent have one virgin media needs to sort there life out it should come with the 1 Gbps package not the hub 4 witch is clearly a rubbish router even in modem mode this is the 1st virgin router I havent needed to use modem mode I’m impressed but to way to much effort to get one not like I’m paying for there full services or nothing