Ask a question
Reply
Making Waves
DreamEyes
Posts: 7
Registered: ‎19-02-2011

Super Hub - Cannot connect to the internet

Hello everyone,

 

I post this issue here as I just got my broadband 20MB upgraded to 30MB. Therefore, I've been provided with the new Virgin Media Super Hub. Unfortunately, I still cannot connect to the Internet with it.

 

First of all, I'm using Windows 7 as my OS.

My current connection is working fine with my previous modem+router (D-link). The broadband is still 20MB when using this modem, but at least the connection is working.

 

However, as soon as I use the new Super Hub, I can't manage to connect to the Internet.

 

The modem is detected by my computer, and I can connect on it without any issue.

All the LED on the modem are on and I can access to the settings page using the address 192.168.0.1.

After connecting to the modem, the signal strengh is 5/5, but with a /!\ icon on it.

When I check the network page, the following picture is displayed:

 

http://img189.imageshack.us/i/internet01.jpg/

(My apologise for the language set in French, but at least you get the picture).

 

If I display more details regarding the connection, the following is displayed:

 

http://img228.imageshack.us/i/internet02.jpg/

 

If I try to detect the issue using the Window 7 assistant, the following error is found:

 

"The connection between your access point, router, or cable modem and the internet is broken."

 

I tried to use both Wi-Fi and ethernet cable, it doesn't work.

After trying from another device (iPod Touch), I was able to connect to the Wi-Fi connection, but I couldn't load any internet pages (it was loading for ages, without displaying anything).

 

Please, may I ask if anyone experienced the same issue, or can provide any help regarding this matter?

 

Should you need any more details (such as connection log), please do not hesitate to ask.

Please use plain text.
Superuser
apcyberax
Posts: 17,313
Registered: ‎03-05-2010

Re: Super Hub - Cannot connect to the internet

can you connet 192.168.0.1 and post the conenction status.

did you call to activate the hub?
Please use plain text.
Making Waves
DreamEyes
Posts: 7
Registered: ‎19-02-2011

Re: Super Hub - Cannot connect to the internet

Hello,

 

Thank you for your reply.

 

I only called Virgin Media to have my broadband upgraded from 20MB to 30MB and have the Super Hub delivered. I've been told at the phone that I wouldn't have to call back upon receiving the modem.

 

Also, I forgot to mention that I couldn't manage to connect to the page activation.virginmedia.com with the Super Hub (however, I could do it with my current modem and follow the step on screen).

 

 

Here are the status information:

 

Device Connection Status
    
Devices Connected
      
See which wired and wireless devices are connected to your Super Hub and the amount of time they've been connected.

Wired Devices

MAC Address     IP Address     Device Name     Time Connected

 

 

Wireless Devices

MAC Address     IP Address     Device Name     Time Connected
00:21:5d:5b:9a:xx     192.168.0.100     DreamEyes-PC     0days 0hrs 0mins 42s
5c:59:48:c1:e7:xx     192.168.0.101     DreamEyess-iPod     0days 0hrs 0mins 22s

Wireless Network Status:     Enabled
      
WAN IP Address
      
WAN IP Address:     ---.---.---.---

Note: I hid the last 2 digits of the MAC address. It is properly displayed on my screen.

Advanced Settings - Super Hub Status


Information
Standard Specification Compliant    EU DOCSIS 3.0
Hardware Version    2.00
Software Version    V5.5.2R19
MAC Address    **:**:**:**:**:**
Serial Number    2HA20CU807126
CM Certificate    Installed

Status
System Up Time    0 days 00h:04m:25s
Network Access    Denied
Device IP Address    ---.---.---.---

Please use plain text.
BoS
Making Waves
BoS
Posts: 6
Registered: ‎19-02-2011

Re: Super Hub - Cannot connect to the internet

[ Edited ]

I'm having the exact same problem. With the SuperHub, I can connect to the Network but can't connect to the internet. But when I change back to my old Modem and router it works just fine.

Please use plain text.
BoS
Making Waves
BoS
Posts: 6
Registered: ‎19-02-2011

Re: Super Hub - Cannot connect to the internet

[ Edited ]

What city do you live in? So we know it's not just our area (I'm in Preston).

 

(Sorry for double post)

Please use plain text.
Making Waves
DreamEyes
Posts: 7
Registered: ‎19-02-2011

Re: Super Hub - Cannot connect to the internet

I'm in Wimbledon, London.
Please use plain text.
BoS
Making Waves
BoS
Posts: 6
Registered: ‎19-02-2011

Re: Super Hub - Cannot connect to the internet

Opposite ends of the country. **bleep**.

Please use plain text.
Fresh as a Daisy
SlutMedia
Posts: 4
Registered: ‎23-02-2010

Re: Super Hub - Cannot connect to the internet

RTFM - whenerver you get a new modem it needs to be activated, the phone number will be included in the installation instructions.

 

I got my SuperHub yesterday and installed and activated as per the instructions.  Got connected to the internet easily within the 15 minutes quoted by the activation line.

 

SM :smileywink:

 

 

 

SM :smileywink:

© SlutMedia, 2011
Please use plain text.
BoS
Making Waves
BoS
Posts: 6
Registered: ‎19-02-2011

Re: Super Hub - Cannot connect to the internet

So you didn't have access to the internet until you activated via phone?

Please use plain text.
Fresh as a Daisy
SlutMedia
Posts: 4
Registered: ‎23-02-2010

Re: Super Hub - Cannot connect to the internet

I didn't try to access the internet until I'd activated the SuperHub.  The top light was green with the coax connected but prior to activation; after activation I got the blue light.

 

I simply followed the installation instructions.

 

 

 

SM :smileywink:

© SlutMedia, 2011
Please use plain text.