Forum Discussion

Laurr456's avatar
Laurr456
Tuning in
19 hours ago

Cable confusions - help

Hello, 

We left Virgin at the end of last year but due to issues with our new provided, we've come back. 

We got the HUB 5 on Friday to install, along with some new cables but we can not get online no matter what we try. We've escalated and have an engineer booked for Thursday PM but I'm concerned it's something simple we've done (or not done) when trying to connect the cables.

Can anyone advise which cables we should be using? Sorry this sounds super simple, we've followed the online guide but it wasn't very helpful and we've had no internet for 4 days now which is frustrating as I work from home and my area is pretty much a dead zone for hot spotting.

We've tried both the old cables (left of photo) and new cables (to the right) but always get the red light. 

Just wanting some reassurance it's not something we're doing wrong!

 

  • Client62's avatar
    Client62
    Alessandro Volta
    19 hours ago

    1) There are two cables emerging from the VM wall box, have you tried each of those direct to the VM Hub ( i.e. without all the loose splitters ) ? 

    2) I am wondering if this is an RFoG installation. When you used VM last time did you have a small PSU Plug that looked like the image below ? 




  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    19 hours ago

    As a test, take the isolator off the short cable (already in the VM box) and screw it into the Hub.  If the Hub comes online then the line is okay.  If not it may be disconnected at the street cabinet or elsewhere.  Also the other long white cable coming from the box is unusual, so not entirely sure what is going on with that one? 
    EDIT - Yes, could be power as suggested byClient62 

  • Client62's avatar
    Client62
    Alessandro Volta
    18 hours ago

    I mentioned RFoG as our connection is RFoG and it looks just like this, 
    with the left side connector threaded going to the VM Hub, 
    and the right side white cable emerging from the wall box going to the PSU plug. 

  • Laurr456's avatar
    Laurr456
    Tuning in
    18 hours ago

    Thank you both so much - I have WIFI!!! I had a feeling it might have been something we had done. 

    I found the plug in the box with some old ethernet cables and used the short cable as suggested and it went blue then green and now solid white!!

    Thank you so much - you've been 100x more helpful than Virgin :)))

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      17 hours ago

      Glad you got it sorted and thanks for coming back and letting us know.