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.

  1. Remove the back cover of your Back-up Hub.
  2. 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).
  3. Slot the battery in and replace the back cover.
  4. 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.
  5. 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.
  6. 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.
  7. 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.
  8. You’re ready to go!

FAQs

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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