Forum Discussion

ALF28's avatar
ALF28
Super solver
11 months ago
Solved

HUB RESET

Following a recent outage in my area with phone also down, I tried to reset my hub 3 as advised following a hub check online, this did not work, Is this because  it was in modem mode? I have done a ...
  • Tom_W1's avatar
    Tom_W1
    11 months ago

    Hi ALF28 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

    When the Hub is in Modem Mode, it can prevent us from running our full checks from our side so it is likely that it does detract from the test your Hub feature too on the self-service side.

    If the factory reset has gone through successfully, the Hub should come back in in Router Mode rather than Modem Mode so if it stays in Modem Mode after the reset, it's also an indication it's not been fully successful.

    Despite this, we are glad that you have now everything (including the My Virgin Media password problem) resolved.

    If there's anything further you need please don't hesitate to let us know!
    Many thanks

     

Tom_W1's avatar
Tom_W1
Forum Team
11 months ago

Hi ALF28 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

When the Hub is in Modem Mode, it can prevent us from running our full checks from our side so it is likely that it does detract from the test your Hub feature too on the self-service side.

If the factory reset has gone through successfully, the Hub should come back in in Router Mode rather than Modem Mode so if it stays in Modem Mode after the reset, it's also an indication it's not been fully successful.

Despite this, we are glad that you have now everything (including the My Virgin Media password problem) resolved.

If there's anything further you need please don't hesitate to let us know!
Many thanks

 

jasineil2010's avatar
jasineil2010
On our wavelength
7 months ago

First off. I also reset my hub and had a count down from 20 minutes. How ever which i very obvious 2 minutes in the count down disappeared as the router went off line. My first question is why bother having a count down clock in the first place when we all know the will be no internet connection with i  minutes. My 2nd question is how do you k ow whether the hud is in router mode or moden mode ? 

  • Beth_G's avatar
    Beth_G
    Forum Team
    7 months ago

    Hi jasineil2010.

    Some Hubs can take longer to reset than others, which is why the countdown is there but I can completely appreciate your point there. It's something I can feed back.

    In answer to your second question, the Hub light will turn a magenta colour when the Hub is in modem mode. Another way you can check if the Hub is in modem mode is that you won't be able to connect to the Hub via WiFi, and only ethernet port one will be work. Should be a white/orange tinted light when the Hub is in router mode and working correctly.