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mermaids's avatar
mermaids
On our wavelength
9 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
    1 day 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

7 Replies

  • mermaids's avatar
    mermaids
    On our wavelength
    9 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
      5 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. 🌞

       

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        18 hours ago

        Hi All 👋 Just returning to this public thread to keep it updated. 

        Thanks to Mermaids for PMing with me. They confirmed it's all been resolved already, with an engineers appointment and replacement Hub. 

        Glad to see it sorted! Just let us know if there's anything else outstanding you need our help with. 

        Wishing you all the best! 🌞

  • mermaids's avatar
    mermaids
    On our wavelength
    9 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.

  • Client62's avatar
    Client62
    Alessandro Volta
    9 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.