Forum Discussion

mrgazza's avatar
mrgazza
Just joined
8 hours ago

Hub 5 issues

Had no Internet now for 5 days. Done all the resets they ask for and nothing.All I get is there is an outage in area. For some reason I am finding this hard to believe. As no device will connect to the hub 5 to get into settings. Tried the pin hole reset and it won't reset . Get incorrect password on device. To me the hub 5 is at fault but getting that through to virgin media support is impossible. Very disappointed with virgin media . May be now its time to change as they can't provide a service.

5 Replies

  • mrgazza's avatar
    mrgazza
    Just joined
    4 hours ago

    Done the reset.  No joy . Light flashes white , then red then goes to a solid white.

  • EllaMay1's avatar
    EllaMay1
    Joining in
    5 hours ago

    It sounds frustrating. If the hub isn’t responding to resets and no devices can connect, it’s likely a hardware issue. Escalating to a supervisor or requesting a replacement hub might be the fastest way to get back online.

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

    Try a FULL 60 second factory pinhole reset as below;
    Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds.  Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

    NOTE - The important bit is to leave the Hub alone after you remove the "pin".  Do not reboot the Hub yourself, just leave it alone for 10 - 15 minutes.