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Customers of broadband ISP Virgin Media (O2), specifically those still using some of the provider’s oldest routers (i.e. Hub 2 AC, Hub 2 and Hub 1), have recently become the latest group to receive a letter inviting them to upgrade to the HUB 4.0 (ARRIS TG3492LG-VMB) “at not extra” cost. This is because the old hardware no longer receives security updates.
The provider has long been running various Hub upgrade programmes, often for different reasons. In this case, the latest upgrade effort reflects a combination of changes that were introduced under both the recent Product Security and Telecommunications Infrastructure Act (PSTI) and the Telecoms (Security) Act (TSA).
The PSTI requires, among other things, that manufacturers and retailers must be “open with consumers on the minimum time they can expect to receive important security updates” for their smart / connected devices. Virgin Media setup a page for this last year (here), although it only goes up to their Hub 3 and made no mention of the few remaining users on much older kit.
The TSA similarly sets out complementary expectations for how telecoms providers should monitor and reduce the risks of security compromises relating to older devices (e.g. routers), such as those that no longer receive security updates. Some of this 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 (example).
All of the above helps to give context for why some Virgin Media customers, often those who haven’t previously been contacted, are now receiving the following letter. Since you really don’t want to be stuck using a device that is no longer receiving patches or support for the latest security vulnerabilities.
Virgin Media Customer Letter to Users of Ancient Hubs
The upgrade also brings other benefits than those mentioned above, since 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. The router thus makes more efficient use of Virgin’s HFC network and can deliver faster broadband speeds (e.g. 1Gbps).
One catch with all this is that, since the latest upgrade phase began, we have seen the odd user complain about being charged a £35 installation fee plus £5 delivery charge for the “free” Hub replacement (example). This is obviously a mistake and Virgin Media’s support department will rectify that if it occurs. Just keep an eye on your next bill post-upgrade.
Finally, we should mention that upgrade programmes like this tend to run in phases, which helps to manage demand. So if you haven’t had an upgrade letter, then you will do in the future (or try contacting Virgin Media directly instead). Virgin Media will often also reissue such letters to those who don’t respond the first time, although we can’t speak as to the time intervals involved.