New hub5

RodneyGlobeTrot · 26-08-2026, 17:27

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

gunner45 · 26-08-2026, 20:46

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.

spiderplant · 30-08-2026, 15:57

It's a setting in the VMConnect app called "Restore old hub details". You've got it enabled.

cheekyangus · 31-08-2026, 12:15

Quote:

Originally Posted by spiderplant

It's a setting in the VMConnect app called "Restore old hub details". You've got it enabled.

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?

jem · 31-08-2026, 16:50

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?

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.

nomadking · 31-08-2026, 17:40

You can access the hub5 settings using a browser and the IP address. Eg mine is 192.168.0.1(local address).

spiderplant · 31-08-2026, 21:07

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?

It is the former. If you have never used the app, the old settings don't get copied.

cheekyangus · 01-09-2026, 17:44

Thanks everyone. Much appreciated.

jem · 02-09-2026, 19:13

Quote:

Originally Posted by spiderplant

It is the former. If you have never used the app, the old settings don't get copied.

Are you sure about that? I thought it was an account level thing and the default was to migrate settings.

spiderplant · Today, 20:50

Quote:

Originally Posted by jem

Are you sure about that? I thought it was an account level thing and the default was to migrate settings.

Yes I'm sure. But in at least some versions of the app, the default is "on". So if you have ever used the app, it might copy the hub settings even if you were unaware of the setting. There are also some versions of the app that don't make the setting visible, so if it is already "on", you aren't able to turn it off.