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Evesos's avatar
Evesos
Joining in
12 months ago

Hub 4 not connecting

Hi. 
For the last two weeks i’m trying to connect to my Hub 4 and link to the Connect app.
After several full resets nothing has changed: cannot connect to the hub via a browser either, after entering the password, I get a blank screen. 
The wifi gets back up and the pods seem to link. I have three pods.
I am writing this after trying to wait for a few days as well. Including erasing and re installing the app. 

The only strange this is a black and white banner that showed a couple of times in the app with the message “ things went wrong at our end” .

Could anyone help please? 

5 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    There are dozens of posts on the exact same Hub 4 fault & VM are aware of this.

    Could it be the last software update bricks the Hub 4 in Router mode ?

    Folks with a Hub 4 in Modem mode do not appear to be affected in the same way.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    12 months ago

    Hi Evesos 

    Thanks for your post and welcome to the community. 

    Sorry to hear of any issues with the app. Have you got any VPN's on the device you're using?

    I've noted on a seperate level after checking the system, that you have booked an engineer visit in for loss of service, apologies for that and please let us know how the visit goes.

    Best wishes.

  • SteveB45's avatar
    SteveB45
    Joining in
    11 months ago

    I too have this same set of problems and sadly it does not appear that Virgin Media (VM) have neither firmly acknowledged in this forum that there is indeed a problem, nor offered any kind of resolution nor hinted at any kind of eta for a formal fix.

    I have been a VM customer for many years and have operated an IT Consulting Company for a lot longer and we rely on VM to be able to work from our home/office and we expect/have to be able to manage our own network.

    Not being able to perform simple admin tasks on a VM Hub 4 router means that we simply cannot manage our network and this effectively means that VM are not providing the service we are paying for.

    .. which, btw, is for a 1Gbps+ download service .. of which today I was getting around 56Mbps max .. not good for our work at all.

    I shall be calling VM tomorrow to see what they can do to resolve this sad situation, but as an IT Consultant I am not prepared to get the technical run-around from Customer Support who probably/maybe know less than I do.

    Maybe a Hub 4 to Hub 5 upgrade would fix all the issues, who knows, but then I bet there is no migration path for network settings from 4 to 5, which means typing them all in again and then testing again .. which means a lot of down time .. which we can ill afford.

    Any/All VM comments and feedback would be welcome 🙂

    Cheers

    SteveB45

      

    • SteveB45's avatar
      SteveB45
      Joining in
      11 months ago

      A little more info on my own issue .. it looks like the VM Hub 4 is accepting the Admin login to get to the setting pages but is never actually getting there so does not show any subsequent admin pages.

      If you try and sign-in to the VM Hub 4 from a mobile or other computer on the same network, you get a message like this below. 

         .. so clearly the VM Hub 4 thinks it is doing something .. probably looping!

       

      Cheers

      SteveB45

      • Beth_G's avatar
        Beth_G
        Icon for Forum Team rankForum Team
        10 months ago

        Hi SteveB45

        Thanks for your post, welcome to the Community Forums. 

        I'm really sorry to hear you've been struggling to access your Hub 4's settings page and with your download speeds. Whilst I have looked into whether or not the issue affecting the settings page is part of a known fault, this doesn't appear to be the case.

        I've dropped you a PM so I can look into your speed issue and raise an IT ticket for the settings page issue. Usually, the page you're getting as in your screenshot doesn't appear after waiting a while to access the settings page again. Sometimes a factory reset is required.