The double green arrow on my Virgin Hub keeps on flashing. The WiFi and phone symbols are green, not flashing. The "pair WPS"symbol is not active (I don't know what it's for anyway). A loop symbol below this is red but not flashing. The bottom horizontal bar is orange colour. Broadband, phone and email are working but slowly and with occasional pauses.After logging in, I tried the automatic Hub reset but after it, a message said that there is a problem and I could try the steps to reset it myself. I tried but couldn't manage it. My vision is poor and I can't move the hub because of several cables plugged into it. How can I resolve this?

What Hub model is it? Has it only just been installed - or was it all ok originally but now done this.Try a manual Hub reset this way.....Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/want them to be.

flashing green arrows on Hub | Virgin Media Community

14 Replies

jbrennand
Very Insightful Person
2 years ago
What Hub model is it? Has it only just been installed - or was it all ok originally but now done this.
Try a manual Hub reset this way.....
Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/want them to be.
Ilyas_Y
Forum Team (Retired)
2 years ago
Hey Ennda Thanks for reaching out to us here on the Virgin Media forums. 👋🏼

I'm so sorry to hear about the flashing green arrows that you have on your Virgin Media hub. 😞 We really don't want to see any of our customers with connection issues.
I've looked through the system and I cannot see a fault in the area nor on the line, but this does not deny that there may be underlying issues which may be present.

Are you still experiencing these issues now? If so, please try to reboot the hub after taking out all the cables and placing them back in.
If that does not work, please try a hard reset on the back of the Virgin Media hub. Located the back ↘ is a pinhole which says reset, place a pin in there for 40 seconds and it will reset the equipment.

Let us know how you get along or if you need further assistance.

Kind regards,
Ilyas.
- Ennda
  On our wavelength
  2 years ago
  Thanks very much Ilyas but, as I wrote in my original message, I've tried but cannot do what you suggest or the hard reset because of my poor vision and other age-related factors. What I need is a visit from a Virgin engineer to reset the Hub for me as soon as possible. Can you please arrange this for me?
  - Matthew_ML
    Forum Team
    2 years ago
    Sorry to hear this, let me send you a DM and we can look into this 🙂
- jbrennand
  Very Insightful Person
  2 years ago
  Ilyas_Y see reply
- nubabe
  On our wavelength
  10 months ago
  I am having the exact same problem. Could you please do what you did for @Ennda? I've tried all the above, but to no avail. Cheers
  - Ashleigh_C
    Forum Team
    10 months ago
    Hi there nubabe
    
    Thank you for post and I am so sorry that you have also faced this issue and thank you for posting.
    
    I have taken a look and can see a few issues with the Hub specs that will require an engineer to take a look. I will arrange this with you via a private message.
    
    I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
fincho
Settling in
3 months ago
I am having the exact same problem. Could you please do what you did for @Ennda? I've tried all the above, but to no avail. There was an outage on a road on Thursday 13th February that impacted Virgin Media, other Virgin Media broadband people on the road recovered around lunchtime, but my hub never did. The Virgin Media website took me down the route of getting a new HUB 3 router sent out to me which I connected up on Fri 14th February, but I still get the identical two flashing green arrows. The offshore technical helpdesk team keep advising me to check again in 24 hours, but it is not resolved yet by Monday 17th February, not sure what to try next ? I have turned off power at the socket and pressed the reset button multiple times. The exact words from the Virgin Media Technical team via the website chat was
"So, according to the technology, engineer have to fix the area fault first to fix your broadband, once the area fault got fixed, your services will be automatically starts working. Currently engineers are working on the area fault, so do not worry, once it got fixed they will arrive at your property. If not, then they will surely contact your tomorrow."
fincho
Settling in
3 months ago
Would a HUB 6 router be a better option for Virgin Media to send me instead of the HUB 3 router which they sent ? Could the HUB 3 router be the root cause of all my broadband connection issues since something happened on the infrastructure on Thursday 13th February 2025 ?
fincho
Settling in
3 months ago
Resolved by engineer visit to property.
Alex59
Just joined
2 months ago
Hi I’m having the same problems as above. I’ve been trying the hard reset and plug in and out but they don’t work for me.

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flashing green arrows on Hub

14 Replies

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