Virgin Media UK Offer Free Broadband Router Upgrade from Oldest Hubs
Customers of broadband ISP Virgin Media (O2), specifically those still using some of the provider’s oldest routers (i.e. Hub 2 AC, Hub 2 and Hub 1), have recently become the latest group to receive a letter inviting them to upgrade to the HUB 4.0 (ARRIS TG3492LG-VMB) “at not extra” cost. This is because the old hardware no longer receives security updates.
The provider has long been running various Hub upgrade programmes, often for different reasons, and this is just a continuation of that approach. In this case, the latest upgrade effort reflects a combination of changes that were introduced under both the recent Product Security and Telecommunications Infrastructure Act (PSTI) and the Telecoms (Security) Act (TSA).
The PSTI requires, among other things, that manufacturers and retailers must be “open with consumers on the minimum time they can expect to receive important security updates” for their smart / connected devices. Virgin Media setup a page for this last year (here), although it only goes up to their Hub 3 and made no mention of the few remaining users on much older kit.
Advertisement
The TSA similarly sets out complementary expectations for how telecoms providers should monitor and reduce the risks of security compromises relating to older devices (e.g. routers), such as those that no longer receive security updates. Some of this came into force at the end of March 2025 and many ISPs have already responded by running upgrade programmes for customers still using unsupported kit (example).
All of the above helps to give context for why some Virgin Media customers, often those who haven’t previously been contacted, are now receiving the following letter. Since you really don’t want to be stuck using a device that is no longer receiving patches or support for the latest security vulnerabilities.
Virgin Media Customer Letter to Users of Ancient Hubs
Advertisement
The upgrade also brings other benefits than those mentioned above, since the Hub 4 was also the first of Virgin Media’s broadband routers to support the DOCSIS 3.1 standard on their older Hybrid Fibre Coax (HFC) network. The router thus makes more efficient use of Virgin’s HFC network and can deliver faster broadband speeds (e.g. 1Gbps).
One catch with all this is that, since the latest upgrade phase began, we have seen the odd user complain about being charged a £35 installation fee plus £5 delivery charge for the “free” Hub replacement (example). This is obviously a mistake and Virgin Media’s support department will rectify that if it occurs. Just keep an eye on your next bill post-upgrade.
Finally, we should mention that upgrade programmes like this tend to run in phases, which helps to manage demand. So if you haven’t had an upgrade letter and are using one of the older Hubs, then you will do in the future (or try contacting Virgin Media directly instead). Virgin Media will often also reissue such letters to those who don’t respond the first time, although we can’t speak as to the time intervals involved.
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.
« Broadband ISP Fibrus to Deploy Nokia Deepfield Across UK Network
Toob Extend Cheap Gigabit Broadband to 23 New UK Locations »
Advertisement
Leave a Reply
Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your entries for comment content, display name, IP and email in our database, for as long as the post remains live.
Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.
As long as modem mode isn’t removed, although I thought that was only on the latest model.
Modem mode is only removed on the 5x if I recall, I have a Hub 5 and can go modem mode.
It can’t be removed if it never worked in the first place…
The removal, as I understand it, is only on the FTTP modems so the Hub5X and doesn’t impact the HFC modems which you get the Hub4.0/5
Modem mode is available on all VM Hubs on HFC network (coax) or RFoG.
It’s not available on XGS-PON full fibre (NexFibre) and few selected upgraded Coax areas under Project Mustang as they use the HUB5x which doesn’t have working port forwarding or modem mode. There was talk it was added by a secret web page, but it just doesn’t work.
Looks like a docsis crap.
Pretty much.
Why have a simple, small, straight-forward ONT to which you can easily connect your own router when you can have one of Virgin’s rubbish plastic bricks littering your home instead?
Covered in the article.
Why not have a Optical Network Terminal on an HFC network? The same reason you wouldn’t have a hair dryer, because it wouldn’t work.
@ Winston – Nexfibre isn’t any form of DOCSIS, and fibre is what Virgin seems awfully keen on transitioning to.
Currently with their god awful plastic bricks as a opposed to ONTs.
You don’t seem to understand who these customers are. They care so little about their internet connection that they could be using a router that’s 14 years old. They are not going to appreciate a forced migration to fibre and the resulting disruptive installation.
Asking them to order and plug in a new router, even one provided totally free or charge, is probably difficult enough.
“plastic bricks” work fine for millions of users. The ONT is also a “plastic brick”.
@Lycaerix The hubs in question are all DOCSIS hubs for the HFC customer’s. Try reading the article.
There can’t be many of these old hubs around now the landlines have gone digital.
Did they find a box of old Hub 4’s, I thought the 5 was standard issue now. Doesn’t the 4 have the bad Puma chipset
Sure the hub 5 is only 1 gig and above, got a hub 5 myself pretty good router to be honest.
Yes the hub4 has the inherent Puma chipset issue but is affected to a lesser extent than the HUB3 as it has faster processor.
For NEW customers, the HUB5 0n HFC/RFoG is standard for M350 and above speed tiers and on the XGS-PON it can only be Hub5x anyway.
What about people like me who have super hub hub 3? I bet there are many of us who have hub 3, I get the previous hub is severely old. But why can’t virgin offer a discount upgrade to the newest for us who are stuck with hub 3…..?
Reason for replacing those covered in the article.
They lend you the equipment so they are not giving you anything for free,
It would be so much better for everyone if they just had 1-2 models available and they refresh these say every 5+ years if required the cost savings plus not having equipment binned would be a big thing,
Way to much money and equipment which is unnecessary from all the providers,
Maybe addressing the totally unethical contracts they force upon customers would be a better use of VM’s time?
Can you send me a new Hub 4 router,I have an old hub 3