Virgin Media has started a nationwide upgrade of its broadband routers in 2025, aiming to replace older models and improve the broadband experience for its customers. The upgrade involves two key developments: a free upgrade to the Hub 4 router for users of older hubs, and the inclusion of the Hub 5 router with all new broadband and TV bundles.
Why Virgin Media Is Upgrading Its Routers
Many Virgin Media customers still use older routers like Hub 1, Hub 2, or Hub 2ac. These routers no longer meet modern performance or security standards. At the same time, new UK laws—such as the Product Security and Telecommunications Infrastructure (PSTI) Act and Telecoms Security Act—require broadband providers to strengthen the security of their equipment.
As a result, Virgin Media has started replacing outdated equipment across its customer base, both to meet legal requirements and to offer better service.
Free Hub 4 Upgrade for Existing Customers
Who Qualifies for the Free Hub 4 Upgrade?
The free upgrade is available to Virgin Media customers still using the following hubs:
- Hub 1
- Hub 2
- Hub 2ac
Virgin Media is contacting these customers directly by email or post. If you’ve not been contacted but believe you’re eligible, you can check your eligibility and request an upgrade at virginmedia.com/hubupgrade.
What’s Included in the Upgrade?
- A new Virgin Media Hub 4 router delivered to your home
- Optional engineer installation (in most cases, self-installation is available)
- Improved support via the Virgin Media Connect app
While the upgrade is free, some customers reported being mistakenly charged a £35 installation fee and a £5 delivery fee. Virgin Media has confirmed these charges were applied in error and has offered refunds or account credits for those affected.
Hub 4: Improvements Over Older Models
The Hub 4 offers several practical upgrades over older routers:
- Better Wi-Fi coverage across larger homes
- Improved connection stability with multiple devices
- Enhanced security through firmware support and updates
- Lower power consumption
- Automatic channel selection for less interference
- Full compatibility with Virgin Media Connect and Intelligent WiFi
Although the Hub 4 does not support Wi-Fi 6, it is a reliable upgrade for households looking for improved
Hub 5 Now Standard with New TV and Broadband Bundles
As of April 2025, Virgin Media has introduced a second upgrade initiative: all new customers who take a broadband and TV bundle now receive the Hub 5 router by default. This includes customers signing up to:
- M125 broadband and above
- Any broadband package bundled with a TV service (except Flex packages)
This upgrade applies automatically to new contracts and does not require a separate request.
Hub 5 vs Hub 4: What’s the Difference?
The Hub 5 is a newer, more advanced router than the Hub 4. Here’s how it compares:
| Feature | Hub 4 | Hub 5 |
|---|---|---|
| Wi-Fi Standard | Wi-Fi 5 (802.11ac) | Wi-Fi 6 (802.11ax) |
| Ports | 4 x Gigabit Ethernet | 4 x Gigabit Ethernet |
| DOCSIS Support | DOCSIS 3.1 | DOCSIS 3.1 |
| Performance | High | Higher – better for busy homes |
| Future-Proofing | Limited | Better long-term option |
The Hub 5 is better suited for homes with multiple users streaming, gaming, or working remotely. It also offers improved speeds when paired with faster broadband plans like Gig1.
Apollo Stream Box: New TV Box in Bundled Packages
Virgin Media’s new TV bundles now include the Apollo Stream box, replacing the older TV360 box. The Apollo is a small, compact device focused on streaming, and it comes with the following:
- Access to major apps like Netflix, BBC iPlayer, ITVX, and Disney+
- Voice control remote
- No hard drive or built-in recording function
The lack of recording functionality may not suit customers who prefer to record and store live TV. However, many streaming services now offer catch-up and on-demand content, which reduces the need for recordings.
How the Upgrade Benefits Virgin Media Customers
The router upgrades serve several practical benefits for Virgin Media users:
- Stronger Wi-Fi performance in more areas of the home
- Improved security due to support for ongoing firmware updates
- Better handling of smart devices and multiple users online simultaneously
- Compliance with UK safety regulations
- Improved reliability with fewer dropouts or connection failures
Customers using older hubs will notice a marked improvement in day-to-day broadband reliability, especially when using video calls, smart TVs, or gaming consoles.
Customer Feedback and Initial Experiences
Some customers have reported positive experiences with both the Hub 4 and Hub 5 upgrades. Improved speeds, better stability, and more consistent Wi-Fi coverage are common themes.
However, there have been isolated complaints:
- Reports of automatic charges for what should have been a free upgrade
- Some users prefer the older TV360 box due to its built-in recording
- Limited communication from Virgin Media in some cases
Virgin Media has acknowledged the billing errors and advised affected customers to contact support to receive refunds or account adjustments.
What Should You Do Next?
If you’re a Virgin Media customer, here’s how to check your options:
- Check your current router model – It’s printed on a sticker on the router or can be checked via the Virgin Media Connect app.
- Visit the upgrade page at virginmedia.com/hubupgrade to request a new router if eligible.
- Contact customer support if you’ve been charged unexpectedly or haven’t received a promised upgrade.
If you’re signing up for a new Virgin Media broadband and TV package, the Hub 5 will be included automatically.
FAQs
Can I get a Hub 5 if I already have a Hub 4?
No, not by default. Hub 5 is only provided with new TV and broadband bundles. Existing customers on older plans may need to re-contract or upgrade their package.
Is the upgrade mandatory?
No, but it’s strongly recommended. Older routers are no longer supported and may become security risks.
Will I lose my saved recordings if I switch to the Apollo box?
Yes. The Apollo box does not include a recording feature. Consider this before switching if you regularly record live TV.
How long does delivery take for the new router?
Most routers are delivered within a few working days. Installation can be done by yourself unless an engineer is required.
What’s the difference between Hub 5 and Hub 5x?
The Hub 5x is designed for full-fibre (FTTP) services and supports XGS-PON. It’s not widely available yet and is being trialled in select areas.