{"id":33535,"date":"2023-01-28T00:01:34","date_gmt":"2023-01-28T00:01:34","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=33535"},"modified":"2023-01-28T06:48:40","modified_gmt":"2023-01-28T06:48:40","slug":"confusion-after-1gb-virgin-media-users-get-hub-4-instead-of-5","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/01\/confusion-after-1gb-virgin-media-users-get-hub-4-instead-of-5.html","title":{"rendered":"Confusion After 1Gb Virgin Media Users Get Hub 4 Instead of 5"},"content":{"rendered":"

A number of Virgin Media<\/a>’s UK broadband ISP customers have been left frustrated after they were promised the provider’s latest Hub 5<\/a> router (Sagemcom F3896LG-VMB<\/em>) with their package, but instead ended up being sent an inferior Hub 4 (Arris TG3492LG-VMB<\/em>) and with no clear promise to rectify the issue at a later date.<\/p>\n

The issue predominantly, but not exclusively, appears to impact those who ordered one of Virgin Media<\/a>’s top 1130Mbps (Gig1 Fibre<\/strong>) packages or bundles, which in recent weeks have begun to be specifically advertised as including a “Virgin Media<\/a> WiFi<\/a> Hub 5<\/em>“. But confusingly, a quick look at their website shows that pictures of the older Hub 3<\/strong> 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<\/a> 3.1 support.<\/p>\n

\"Virgin-Media-Hub-5-Advertising\"<\/div>\n

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.<\/p>\n

Despite this, several complaints sent to our inbox, as well as via social media (examples here<\/a> and here<\/a>) and Virgin Media’s Community Forum (examples here<\/a> and here<\/a>), 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<\/a>).<\/p>\n

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.<\/p>\n

Matthew_ML, VM Forum Team, said:<\/strong><\/p>\n

“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.<\/p>\n

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”<\/p><\/blockquote>\n

We’ll ignore the “1GB<\/em>” (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.<\/p>\n

We queried all of this with Virgin Media directly, and there’s some good news to share.<\/p>\n

A Virgin Media spokesperson said:<\/strong><\/p>\n

“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.”<\/p><\/blockquote>\n

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.<\/p>\n","protected":false},"excerpt":{"rendered":"

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.<\/p>\n","protected":false},"author":1,"featured_media":32575,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[99,475],"class_list":["post-33535","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-asa","tag-virgin-media"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nConfusion After 1Gb Virgin Media Users Get Hub 4 Instead of 5 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"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\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/01\/confusion-after-1gb-virgin-media-users-get-hub-4-instead-of-5.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Confusion After 1Gb Virgin Media Users Get Hub 4 Instead of 5 - 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