26-08-2026, 17:27
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#1
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cf.member
Join Date: Aug 2026
Posts: 1
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New hub5
Virgin sent me an email saying I could upgrade my hub3 free.
The hub arrived yesterday with different serial number and password.
After following the instructions I tried to login with the new numbers but it refused to recognise them and rather confusing it says I am online with the original serial number and password.
My old hub is disconnected.
I didn’t have to change any of my WiFi devices to the new hub.
When I look at the vm connect app, it says devices online, hub online, pod online.
Yet when I click the link it says “ oops something went wrong”. It’s showing as if my hub and pods are off-line.
When I go to the My Virgin Media app, it says I have no broadband issues. Yet, if I go to where it says my pods, it comes back with you haven’t got any.
So it seems everything is working fine, but I am confused how it works with the old serial number and password because on the base of the new hub it has a different number and password.
Not sure if I did something or if it’s the kit, anyone got any ideas thanks Rod
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26-08-2026, 20:46
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#2
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Roger_Gooner
Join Date: Nov 2008
Location: London
Services: Virgin Media M350, Hub 5, Mega TV with TNT Sports and Sky Sports & Cinema HD, TV 360 box + landline
Posts: 158
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Re: New hub5
This is the normal process designed to seamlessly enable a replacement hub to connect devices without changing SSIDs. However VM's backend provisioning/account systems can take 2-3 days to get updated, so in the meantime you get told the hub and pods are offline even though they are working.
__________________
I'm always right... except when I'm wrong
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Yesterday, 15:57
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#3
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cf.mega poster
Join Date: Jun 2003
Posts: 9,055
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Re: New hub5
It's a setting in the VMConnect app called "Restore old hub details". You've got it enabled.
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Today, 12:15
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#4
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Be a Volunteer.
Join Date: Jan 2007
Posts: 2,625
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Re: New hub5
Quote:
Originally Posted by spiderplant
It's a setting in the VMConnect app called "Restore old hub details". You've got it enabled.
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Is VMConnect app an app on mobile/tablet, or the interface on the router itself?
If the former, if a user doesn’t use the app, is that setting enabled by default on the router?
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Today, 16:50
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#5
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cf.geek
Join Date: Mar 2005
Location: SE London (Bexley)
Services: None - well none with VM!
Posts: 521
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Re: New hub5
Quote:
Originally Posted by cheekyangus
Is VMConnect app an app on mobile/tablet, or the interface on the router itself?
If the former, if a user doesn’t use the app, is that setting enabled by default on the router?
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It is an app which needs to be installed on a phone/tablet. There is very little that the app did which couldn’t be done on the hub’s web interface. I believe that yes, the default is to migrate settings from your old system.
__________________
"I believe in an open mind, but not so open that your brains fall out"
Arthur Hays Sulzberger
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Today, 17:40
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#6
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cf.mega poster
Join Date: Apr 2004
Location: Northampton
Services: Virgin Media TV&BB 350Mb,
V6 STB
Posts: 8,384
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Re: New hub5
You can access the hub5 settings using a browser and the IP address. Eg mine is 192.168.0.1(local address).
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