Forum Discussion

mermaids's avatar
mermaids
On our wavelength
8 days ago
Solved

Hub3 Unit Failed/Faulty

People my Hub3 router faulted Monday 5/1/26 whilst I was away on holiday. Today Sat 10/1/26 I have attempted to interrogate the router without success - specifically the default password is repeatedly not recognised despite resetting for 60 seconds and/or powering down the unit for 15 minutes.

I am therefore unable to place the Hub3 into modem mode (my normal setting). That said the unit is in router mode and I can access the internet (signal to and from the property is good) but no WiFi signal is being generated.

I am 100% confident that the router is faulty and ask if someone is able to advise on a replacement or an engineer to visit.

  • mermaids's avatar
    mermaids
    5 hours ago

    Molly_T / All

    Thank you for all of your inputs - I made contact with VM Customer Service online chat and are now in possession of a new Hub5 router

6 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    8 days ago

    Press RESET for 60 seconds, then keep the Hub 3 Powered Up to revert to the factory settings,
    be patient it may take several minutes to come back online.

    The VM notes suggest press reset & then power off,
    the power off causes the Hub 3 to abort the factory reset.

  • mermaids's avatar
    mermaids
    On our wavelength
    8 days ago

    Appreciate your input

    To be clear resetting for 60 seconds with power on or resetting for 60 seconds and powering off has no effect.

  • mermaids's avatar
    mermaids
    On our wavelength
    8 days ago

    Alessandra can you shed some light on how I may achieve this? Would one of the community VM people pickup?

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      4 days ago

      Hi Mermaids 👋 Welcome back to the community forum! 

      Thanks for posting about these issues with your Hub 3. We will need to run some testing to confirm if you need a replacement - we can then also arrange this for you. 
      I will send you a PM to confirm a few details so we can take a closer look at your account. We can return to this public thread with another update when possible. Please keep an eye on your Inbox 📩 in the top right corner of the page. 

      Thanks for your patience in the meantime! Wishing you all the best. 🌞

       

      • mermaids's avatar
        mermaids
        On our wavelength
        5 hours ago

        Molly_T / All

        Thank you for all of your inputs - I made contact with VM Customer Service online chat and are now in possession of a new Hub5 router