Forum Discussion

lexysingh7's avatar
lexysingh7
Joining in
3 months ago

Self-install Home Hub 5 - No internet

Hi.

I’ve Home Hub 3 which is working fine and currently plugged in. 

I have just received a replacement HH5 and tried to install it without success. When I first self installed using guide it connected and I could browse using internet but then then internet dropped and stopped connecting. Not every time I connect it says no internet. 

I have tried all manner of unplugging and restarting but no internet. Lights are solid white. 

I think I read somewhere that I need to contact virgin media to activate the internet. Is this correct? This seems mental when my internet is already activated on my HH3 and I’m using the same coaxial connection used for that. 

It is a nightmare to reach Virgin at peak times so I’m a little stuck. I cannot use virgin connect to help as the hub is not connected to internet so it can’t pick up and assist. 

I’ve now plugged my HH3 back in but I’m getting close to the end of 5 day window before I lose my service apparently written on box. 

Help!

 

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    You may need to contact the VM Activation number 0800 953 9500

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    3 months ago

    Hi lexysingh7 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you've been having 😔

    I can see you've spoken to the team since you posted. Has the problem now been resolved?

    Please pop back to us at your earliest convenience.

    Thank you for your support Client62 👍

    Regards,

    Daniel