Forum Discussion

jake02289's avatar
jake02289
Joining in
10 months ago

Cannot load HUB 4 settings via '192.168.0.1', after resetting Hub 4

So I was having some issues with the WiFi connection dropping out and reset my hub (in modem mode) and my own router.

Of course, this meant I needed to log back in to the hub to re enable modem mode and split the hub into 2.5G and 5G channels

Now I cannot load the hub after I login, the screen goes white. I have tried connecting to the original wifi network which now appears and this did not solve the issue. I can't put this hub back into modem mode or sort out the channels!

I've also noticed that my 1gbps package is only giving me 150-200 speeds.

I have seen other posts about this and clearly need a replacement hub, what concerns me is that this appears to be a common issue but Virgin don't want to acknowledge or sort it out?

  • newapollo's avatar
    newapollo
    Very Insightful Person
    10 months ago

    Hi jake02289 

    As per your thread title, "Cannot load HUB 4 settings via '192.168.0.1', after resetting Hub 4", it's possible that the hub hasn't been reset. Can you still log into 192.168.100.1? If so it's still in modem mode.

    To ensure the pinhole resets correctly, remove all ethernet cables from the hub, and keep the reset button pushed in for a timed 60 seconds, then leave the hub alone for 6 or 7 minutes whilst it settles down. This will reset the SSID, wifi password and settings password back to those printed on the base of the hub.

    • jake02289's avatar
      jake02289
      Joining in
      10 months ago

      Hey,

      So the page loads sporadically, not always, but it does load the page up and I have been able to login. After i type the password in, the page goes white and never loads anything else after that.

      This applies to both 192.168.100.1 and 192.168.0.1

      I will try and reset again.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        10 months ago
        jake02289 wrote:

        Hey,

        So the page loads sporadically, not always, but it does load the page up and I have been able to login. After i type the password in, the page goes white and never loads anything else after that.

        This applies to both 192.168.100.1 and 192.168.0.1

        I will try and reset again.

        Hi again jake02289 

        That sometimes happens to me with the hub 5 when I'm using Chrome. 

        I find that refreshing the page often lets me in with it then pre- loaded on the home/welcome screen since it's already accepted my password.

        You could also try a different browser or incognito page if you haven't already.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    10 months ago
    jake02289 wrote:

    Of course, this meant I needed to log back in to the hub to re enable modem mode and split the hub into 2.5G and 5G channels

    if your changing to modem mode you don't need to touch wifi 

    when its in modem mode power off for 2mins

    • jake02289's avatar
      jake02289
      Joining in
      10 months ago

      I can't even get into the router to turn modem mode back on mind.

  • jake02289's avatar
    jake02289
    Joining in
    10 months ago

    Right this time I reset it, the hub started flashing blue which didn't happen last time. Hopefully that's a good sign I've done it correctly.

  • jake02289's avatar
    jake02289
    Joining in
    10 months ago

    Right, I've tried resetting twice, tried different devices and browsers. I've tried plugging directly into the hub.

    None of this has worked, I still get a blank white page. How do I get someone from Virgin to message me?

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      10 months ago

      Hi jake02289 👋.

      Thanks for the update on this, I can see you have reached out to our team. Have you been able to restore service as yet? Please do let us know. 

      Sabrina

      • jake02289's avatar
        jake02289
        Joining in
        10 months ago

        Yes, after giving up initially I managed to get through to someone helpful on WhatsApp who was able to order me a hub5.

        Just to add, how do I make a complaint about this? I noticed I should never have been given a hub 4 when I upgraded to gig1 package as it was advertised as a hub 5. My complaint is around bot only this but the fact my speed has doubled on the WiFi with the hub.

        Also I was originally told staff on these forums like yourself, were not actually staff of virgin which was hilarious.