Virgin Media Offers Free Broadband Router Upgrade to Customers with Older Hubs
In a move to enhance security and provide faster broadband speeds, Virgin Media (O2) has begun offering a free upgrade to its latest broadband router, the Hub 4.0, to customers still using older routers, specifically the Hub 2 AC, Hub 2, and Hub 1. According to a report by ISPreview, customers who have not previously been contacted are now receiving letters inviting them to upgrade to the newer router at no extra cost.
The upgrade is part of Virgin Media’s ongoing efforts to ensure that customers’ devices receive security updates and are protected from potential security compromises. The Product Security and Telecommunications Infrastructure Act (PSTI) and the Telecoms (Security) Act (TSA) have introduced new regulations that require manufacturers and retailers to be transparent about the minimum time they can expect to receive important security updates for their smart and connected devices. As ISPreview notes, “the PSTI requires… that manufacturers and retailers must be open with consumers on the minimum time they can expect to receive important security updates.”
Virgin Media has set up a page to provide information on the security updates for its devices, although it currently only goes up to the Hub 3 and does not mention the few remaining users on much older kit. The TSA sets out expectations for how telecoms providers should monitor and reduce the risks of security compromises relating to older devices, such as those that no longer receive security updates. Some of these regulations came into force at the end of March 2025, and many ISPs have already responded by running upgrade programmes for customers still using unsupported kit.
The upgrade to the Hub 4.0 brings several benefits, including support for the DOCSIS 3.1 standard on Virgin Media’s older Hybrid Fibre Coax (HFC) network. This allows for more efficient use of the network and can deliver faster broadband speeds, up to 1Gbps. As ISPreview reports, “the Hub 4 was also the first of Virgin Media’s broadband routers to support the DOCSIS 3.1 standard on their older Hybrid Fibre Coax (HFC) network.”
However, some users have reported being charged a £35 installation fee plus £5 delivery charge for the “free” Hub replacement. According to ISPreview, this is obviously a mistake, and Virgin Media’s support department will rectify the issue if it occurs. Customers are advised to keep an eye on their next bill post-upgrade.
The upgrade programme is expected to run in phases, which helps to manage demand. Customers who have not received an upgrade letter and are using one of the older Hubs can expect to receive one in the future or can try contacting Virgin Media directly. As ISPreview notes, “upgrade programmes like this tend to run in phases, which helps to manage demand. So if you haven’t had an upgrade letter and are using one of the older Hubs, then you will do in the future.”
In conclusion, Virgin Media’s offer to upgrade to the Hub 4.0 is a welcome move for customers who have been using older routers. The upgrade provides enhanced security features and faster broadband speeds, making it a worthwhile upgrade for customers. As reported by ISPreview, customers can expect to receive a letter inviting them to upgrade to the newer router at no extra cost, and those who have not received a letter can try contacting Virgin Media directly.
The broadband industry has seen a significant shift in recent years, with a growing focus on security and customer experience. Virgin Media’s upgrade programme is part of a larger effort to ensure that customers’ devices receive security updates and are protected from potential security compromises. As the industry continues to evolve, it is likely that we will see more ISPs offering similar upgrade programmes to their customers.
For now, Virgin Media customers who are still using older routers can take advantage of the free upgrade to the Hub 4.0. With its support for the DOCSIS 3.1 standard and faster broadband speeds, the Hub 4.0 is a significant improvement over its predecessors. As ISPreview reports, the upgrade is a “welcome move” for customers, and it will be interesting to see how other ISPs respond to the changing landscape of the broadband industry.
The UK broadband market is highly competitive, with several ISPs vying for customers’ attention. Virgin Media’s upgrade programme is a strategic move to retain customers and provide them with a better experience. As the industry continues to evolve, it is likely that we will see more ISPs offering similar upgrade programmes to their customers.
In the meantime, Virgin Media customers who are still using older routers can expect to receive a letter inviting them to upgrade to the Hub 4.0. Those who have not received a letter can try contacting Virgin Media directly to take advantage of the free upgrade. With its enhanced security features and faster broadband speeds, the Hub 4.0 is a worthwhile upgrade for customers.
Source link
