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faceplant
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Superhub3, Network Access-Disabled

Modem went off at 3.30pm.
Numerous phone calls, reboots etc and still nothing.
Can somebody get me an engineer (will pay) first thing as I need to work.

The config pages on modem state Network Access: Blocked.
And all WAN IP settings are blank.

The guys at the call centre are struggling.
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Superuser
Superuser
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Re: Superhub3, Network Access-Disabled

Response from VM staff on here can be up to week.

If first line support aren't getting it sorted, phone in the morning, options 1,4,5 and talk to retention's- they are UK based support and should be able to help. But a resolution tomorrow is unlikely if you've been through the standard troubleshooting.

Have you tried a pinhole reset of your HUB? Is your bill paid?

 


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faceplant
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Re: Superhub3, Network Access-Disabled

Been on and off phone since 6.30.

Bill is direct debit.

Reset router about 13 times.

Language barriers and there scripts are annoying me, as a Head of IT Infrastructure this is disastrous from a customer services point of view.
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Superuser
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Re: Superhub3, Network Access-Disabled

Not a standard reset, pinhole reset to return it to factory defaults. Pinhole below ethernet ports on teh rear of the HUB, insert a paper clip or similair, press it for 40 seconds, your back to defaults.

Check the coax is connected correctly...

If that doesn't work, its likely needing replaced. Which is unlikely to happen tomorrow.

 

 


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faceplant
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Re: Superhub3, Network Access-Disabled

Engineer tomorrow between 4-7.

I think he got as annoyed as I did when I was telling him the modem states access is blocked and I have no WAN IP and he is telling me I have internet.

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Forum Team
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Re: Superhub3, Network Access-Disabled

Hey there faceplant,

Hope you're well Smiley Happy

How did it go with the engineer?

Let us know if there's anything we can help with.

Catch you soon,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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faceplant
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Message 7 of 7
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Re: Superhub3, Network Access-Disabled

It was miraculously working when I returned home on the Friday so we cancelled.
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