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daveeb's avatar
daveeb
Up to speed
2 years ago

Activation issues with replacement router

Well I received a replacement hub 3 for my shub 2 with impressive speed (thanks Joe_B). Unfortunately it won't activate (I got a text from VM after about half an hour mentioning technical issues stopping the activation of the kit and to contact virginmedia.com/qsactivate). Ended in an offshore chat spent mostly verifying myself then being told an engineer would come out Thursday. I've checked the coax connection which is as secure as I can make it and the lights on the box seemed to do what the literature suggested, the cycle ending with just the bottom light a solid white.

Not sure whether the issue is operator error, VM error or dodgy box but I'm now without my main interweb for 36+ hours at least. Is any kind person able to run a check for me please ? I'm not sure the person I spoke to on chat really knew much about it.  Thanks

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Try a 60 second factory pinhole reset as below just in case;
    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.

    Also check the SH2.  If it still connects, then your Hub 3 is not provisioned.

     

  • daveeb's avatar
    daveeb
    Up to speed
    2 years ago

    Thanks for that Adduxi. VM have already texted me to say they can't activate it so that would appear to be the issue. The router was "new" out of the box, and nothing has been connected to it. The wifi password works, just no internet wireless or wired. I've just discovererd (on here) that there is an activation number you can ring 0800 953 9500 so I'll maybe try that tomorrow.

  • daveeb's avatar
    daveeb
    Up to speed
    2 years ago

    P.S. I did try your suggestion with the same result. I suspect that, as you say, the old router would still work if I plugged it in but I had it all boxed up to send back so don't know if I can be bothered. I'm a bit surprised they want me to send a shub2 back.

  • daveeb's avatar
    daveeb
    Up to speed
    2 years ago

    I did a VM status test (after a reboot) , it pronounced

    "it looks like we need to reset the hub"

    "There are no issues with the connectionfrom our network to your wifi hub."

    "If your devices are having trouble getting online tap below to reset the hub. A reset can fix most problems."

    I think I'll let the engineer come and scratch his head tomorrow, especially as the system won't let me cancel.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 years ago

      Glad to hear the call to the team resulted in this being resolved daveeb. If you need help in the future please don't hesitate to get in touch via the forums.

       

      Rob

      • daveeb's avatar
        daveeb
        Up to speed
        2 years ago

        Hi. The engineer couldn't find a signal fault and the router "seems" mainly to be working although a couple of times our phones have shifted to our second independant network suggesting a possible issue ?? The VM status check still shows an issue with the connection although it doesn't specify anything. The engineer suggested it was just the system not updating properly after the activation failure.

  • daveeb's avatar
    daveeb
    Up to speed
    2 years ago

    p.s. Just did the VM service status check again. Reporting no issues with the connection to the hub but says it looks like the hub needs resetting. (which I'm not going to do as I've done it multiple times already).

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey daveeb,

      Thanks for getting back to us with regards to this, I can see you were in a PM with my colleague, if this is still ongoing and you wish to discuss it further with them, I would advise reaching back out to them so that they can review this with you.

      Joe