Need a hand with your Back-up Hub from Virgin Media?
Don’t worry about calling us to activate your Back-up Hub – we’ve already popped the SIM in for you. All you need to do now is slot the battery in and get back online. Sorted!
In this article
Setting it up
Unbox your Back-up Hub, then follow these simple steps.
- Remove the back cover of your Back-up Hub.
- Take note of your WiFi network name (SSID) and WiFi Key – you’ll find it on the printed sticker on the back of the battery cover (the WiFi Key’s different from the password, which you’ll need if you ever want to change your Back-up Hub’s settings).
- Slot the battery in and replace the back cover.
- Charge the Back-up Hub using the charging cable in the box (it’ll only take about 10 minutes) and don’t forget to unplug it when you’re not using it – just to save some juice for when you really need it.
- Once that’s done, press and hold the power button for a few seconds to switch the Back-Up Hub on – when you’ve got a strong connection, the signal indicator light will go solid green.
- To connect to the Back-up Hub, head to your device’s WiFi settings and select the Back-up Hub’s network name (it’ll start with ‘Huawei’), then type in the WiFi Key.
- If you see a blue screen asking for a password, ignore this page to go straight online – or if you want to manage your Back-up Hub’s settings, just pop in your password found on the printed sticker.
- You’re ready to go!
FAQs
To connect a device to the Back-up Hub, you’ll need to head to the WiFi settings on your device and select the Back-up Hub’s network name, which starts with ‘Huawei’. Once you’ve done that, pop in the WiFi Key (you’ll find this on the printed sticker on the back of the battery cover) and you’ll be good to go.
You’ll find the WiFi network name (SSID), WiFi Key and password for your Back-up Hub on the printed sticker on the back of the battery cover. It’s worth noting the WiFi Key’s different from the password, which you’ll need to use if you ever want to change your Back-up Hub’s settings.
The Back-up Hub’s powerful enough for 20 devices to connect to it and get online at the same time (depending on your bandwidth requirements, of course).
You can connect any WiFi-enabled devices to your Back-up Hub – phones, tablets, laptops, smart watches and more. The only devices you won’t be able to connect are those that need wired connections as there isn’t a port to plug them into the Back-up Hub.
That’s one of the great things about the Back-up Hubs – you can move them around to find the best mobile signal in your home. As long as it’s charged up, you can use it pretty much anywhere in your house, but we’d recommend popping it near a window to get the best mobile signal possible.
No, you don’t need to keep it plugged in as a fully charged Back-up Hub should have a battery life of around eight hours. If you don’t need to use it for a long time, it might be worth switching it off to save some of its juice for later.
We’ve packed enough data (200GB’s worth) into your Back-up Hub to keep you connected while we sort out your broadband issue. And if you ever have another broadband issue after the first one, please contact us and we’ll reactivate the data on your Back-up Hub to get you online as quickly as possible.
Virgin TV boxes only work with our WiFi Hubs. That said, you can still stream stuff on your smart TV and the Virgin TV Go app with a Back-up Hub.
WiFi Pods only connect to your home WiFi Hub – they don’t work with the Back-up Hub or any other WiFi devices that aren’t from Virgin Media.
No, the Back-up Hub only works in the UK as it runs off Virgin Media’s mobile network.
Once we’ve fixed your broadband fault, the Back-up Hub’s yours to keep. Just remember to switch it off so your devices can automatically reconnect to your home WiFi Hub. If you’ve connected your smart TV or games consoles to the Back-up Hub, you’ll need to manually reconnect them to your home WiFi Hub.
If your broadband ever goes down again, please contact us and we’ll reactivate your Back-up Hub and get you back online in no time.
We are currently trialling back-up Hubs from Virgin Media so availability is limited, but whilst available Back-up Hubs from Virgin Media are available at no extra cost if you’ve completely lost your broadband connectivity. So you know, as this is still a trial, we’ve only got a limited amount of Back-up Hubs available.
Each Back-up Hub’s loaded with 200GB of data, and it’s all yours at no extra cost. All you need to do is set it up and you can get back online while we sort your broadband issue out. Plus, once we’re all done, the device is yours to keep – just in case you ever need to reactivate it for another broadband blip down the line.
Legal stuff
Virgin Media’s Back-up Hub trial begins 19th July and ends on 20th August 2021. There are 996 devices available, one device per participant. Devices will be sent out at the discretion of our agents. To be eligible for the trial, you need to have experienced an ongoing total loss of broadband service or persistent connectivity faults and reported it to us by calling 789 from a Virgin Mobile phone or 0345 600 0789* from any other phone. Devices will be dispatched via next-working-day delivery.
To use the device, you need to live in an EE or Virgin Mobile network area. 200GB of data is included within the trial. If your service loss or connectivity fault continues and you need more data, please call 789 from a Virgin Mobile phone or 0345 600 0789* from any other phone. No device warranty is included in the trial. If your service loss or connectivity fault persists and there’s a technical fault with the device, we’ll try to get you a new one.
Once your service is restored, you don’t need to return the device. For any subsequent loss of service or connectivity fault within six months of the trial end date, you can request extra data by calling 789 from a Virgin Mobile phone or 0345 600 0789* from any other phone.
Your right to automatic compensation for total loss of your fixed broadband remains unaffected. The Broadband Speed Code of Practice continues to apply to your fixed line broadband but will not cover broadband speeds provided over your Virgin Media’s Back-up Hub.
*Call costs may vary.
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