Virgin Hub 5 Problems: Fixes & Solutions
Troubleshooting Hub 5 issues, firmware problems, comparison with Hub 4, and how to use modem mode with your own router.
Disclaimer: This is an independent help resource and is not affiliated with Virgin Media. For official support, visit virginmedia.com or call 0345 454 1111.
Common Hub 5 Issues
In our experience testing Hub 5 configurations and helping readers troubleshoot issues, the following solutions work reliably.
The Hub 5 (also known as Hub 5x for the WiFi 6E version) was introduced to support Virgin Media's faster speeds, but many customers have reported issues. Here are the most common problems and how to fix them:
WiFi Dropouts and Disconnections
The Problem: Devices frequently disconnect from WiFi or the connection becomes unstable, requiring a Hub restart.
Possible Fixes:
- Restart your Hub by unplugging for 30 seconds
- Separate the 2.4GHz and 5GHz networks in Hub settings (192.168.0.1)
- Change the WiFi channel to avoid interference
- Check for firmware updates (usually automatic)
- If persistent, contact Virgin Media for a replacement
Slow WiFi Speeds
The Problem: WiFi speeds are significantly slower than expected, especially compared to wired ethernet speeds.
Possible Fixes:
- Connect to the 5GHz network for faster speeds when close to the Hub
- Move the Hub to a central, elevated location
- Remove sources of interference (microwaves, baby monitors, cordless phones)
- Consider using modem mode with a better third-party router
- For large homes, consider Virgin Media WiFi Pods or mesh system
Hub Overheating
The Problem: The Hub becomes hot to touch and may restart randomly or slow down.
Possible Fixes:
- Ensure the Hub has adequate ventilation - don't enclose it in a cabinet
- Keep it away from heat sources like radiators or direct sunlight
- Stand it upright as designed, don't lay it flat
- If overheating persists, request a replacement from Virgin Media
Smart Home Device Compatibility
The Problem: Smart home devices (smart plugs, cameras, doorbells) won't connect or frequently disconnect.
Possible Fixes:
- Many smart devices only work on 2.4GHz - separate your bands and connect to 2.4GHz only
- Disable "Intelligent WiFi" or band steering if available
- Assign a static IP address to problematic devices
- Consider using modem mode with a router that better supports IoT devices
Firmware Problems
Hub 5 firmware updates are pushed automatically by Virgin Media. While you can't manually update firmware, many issues are eventually fixed through updates. Here's what you should know:
Checking Your Firmware Version
-
Access Hub settings
Connect to your Hub and go to 192.168.0.1 in your browser -
Log in
Enter the Hub password (found on the sticker on your Hub - not the WiFi password) -
Find firmware info
Go to Advanced Settings > System > About and look for the firmware version
Note: If you're experiencing problems, check Virgin Media community forums to see if others are reporting similar issues. This can help identify if it's a known firmware bug that Virgin Media is working to fix.
Hub 5 vs Hub 4 Comparison
Many customers wonder whether to keep the Hub 5 or request a Hub 4. Here's how they compare:
| Feature | Hub 5 | Hub 4 |
|---|---|---|
| WiFi Standard | WiFi 6 (Hub 5) / WiFi 6E (Hub 5x) | WiFi 5 (802.11ac) |
| Max Speed Support | Gig1 (1130Mbps+) | Up to 1130Mbps |
| Ethernet Ports | 2x 1Gbps | 2x 1Gbps |
| Modem Mode | Yes | Yes |
| Reliability (reported) | Mixed reviews - some firmware issues | Generally stable |
| Heat Output | Runs warmer | Cooler operation |
| Smart Device Compat. | Some reported issues | Generally good |
Requesting Hub 4 Instead
If you're having persistent problems with Hub 5, you may be able to request a Hub 4 as a replacement. Here's how:
-
Document your issues
Keep a log of problems you've experienced, including dates, times, and what troubleshooting you've tried. -
Contact Virgin Media
Call 0345 454 1111 and explain the ongoing issues you've had with Hub 5. -
Request a Hub 4
Ask if you can have a Hub 4 instead. Some agents may agree, especially if you've had multiple replacements or ongoing issues. -
Be persistent
If the first agent refuses, politely ask to speak to a supervisor or try calling again. Success often depends on the agent.
Note: Virgin Media may not always have Hub 4 stock available, and some speed packages may require Hub 5. If you're on a Gig1 package, you may need to accept some speed limitations with Hub 4.
Modem Mode for Your Own Router
If you want to use your own router for better performance or features, you can put the Hub 5 into modem mode. This disables the Hub's WiFi and router functions, using it only as a modem to connect to Virgin Media's network.
How to Enable Modem Mode
-
Connect your router first
Connect your own router to the Hub's ethernet port 1 using an ethernet cable. Make sure your router is set up and ready. -
Access Hub settings
On a device connected to the Hub's WiFi, go to 192.168.0.1 and log in with the Hub password (on the sticker). -
Navigate to modem mode
Go to Advanced Settings > Modem Mode (or similar - location may vary by firmware version). -
Enable modem mode
Toggle modem mode on. The Hub will restart and disable its WiFi. This may take a few minutes. -
Connect to your router
Your own router should now receive the internet connection from the Hub and handle all WiFi and routing.
Recommended Routers for Modem Mode
- TP-Link Archer AX series - Good value WiFi 6 routers
- ASUS RT-AX series - Feature-rich with good software
- Netgear Nighthawk - Strong performance for larger homes
- Mesh systems (Eero, Google Wifi, TP-Link Deco) - Best for whole-home coverage
Hub 5 FAQs
Can I return to router mode after enabling modem mode?
Will modem mode affect my Virgin TV?
Do I need to pay extra for a Hub replacement?
Why does Hub 5 have fewer ethernet ports than Hub 4?
Can I use my own modem instead of the Hub?
Sources & References
Written by James Thompson
Broadband & Home Technology Expert
James is a former broadband engineer with 10 years of experience installing and troubleshooting home internet and TV systems across the UK. He specialises in helping customers get the most from their Virgin Media services.
Last reviewed: January 2026
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