Forum Discussion

browncdt's avatar
browncdt
Settling in
24 hours ago
Solved

Access Denied since moving to Hub 5 (1gig)

Good morning,

We recently upgraded our broadback package from 125mb to 1gig. With this we were upgraded from a hub 3 to a hub 5. This was delivered on the 6th June. New package was also due to start on the 6th. Swapped hubs over Saturday (7th) morning and no internet. Rang support who said service needed to be activated which they did. Supposedly. Still no internet. Multiple reboots and resets later, still nothing. Enginneer came on the Tuesday. Installed another new hub. Change wiring, checked exchange and updated what could. Still no internet, even though line suggests it is getting 1.2gb down.

Multiple tickets with support and engineers are saying its an activation issue. Support are saying we need an engineer. We have now have 2 engineers but are still not getting any internet. It has been a week now.

When log in to hub admin portal, internet is showing Access Denied . Networks Tools is showing Unsupported. 

Dont know where to go next. Been a week and I work from home and need internet.

Anyone any suggestions?

Kind regards,

Chris

access denied
Broadband
Hub 5
  • browncdt's avatar
    browncdt
    20 hours ago

    Thank you both for your replies. Yeah I tried the old hub last week but yes after speaking to support and engineer they said what you said above that the old hub doesnt support it.

    Typically (after waiting the week) and signing up to leave this post... it is all now working or appears to be! So thank you all again.

4 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    23 hours ago

    Have you still got the old hub 3 and if so does that still work when connected back up? 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      22 hours ago

      Customer (Chris) has supposed to have been upgraded to gig1, therefore even if the hub 3 is still active it won't work as it doesn't support gig1.

      Chris, can you log into My Virgin Media and double check that your regrade has gone through by looking at your current contract in there.

      Also Chris, download and run theSam Knows  RealSpeed app (by ThousandEyes - see screenshot) which is available for android and ios devices.  If you are able to run this it will show the speed to your hub (even if you can't connect)

       

  • browncdt's avatar
    browncdt
    Settling in
    20 hours ago

    Thank you both for your replies. Yeah I tried the old hub last week but yes after speaking to support and engineer they said what you said above that the old hub doesnt support it.

    Typically (after waiting the week) and signing up to leave this post... it is all now working or appears to be! So thank you all again.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      19 hours ago

      Thanks for updating the thread Chris.  Glad to see it appears to be working properly now.

      You should either download and use the SamKnows RealSpeed app, or use the website https://samknows.com/realspeed/  to check the speed  to the hub and your device if yuo do have any future issues.