Forum Discussion

HarryBarnard17's avatar
HarryBarnard17
Joining in
11 months ago
Solved

Cannot load HUB 4 settings via '192.168.0.1', page is unresponsive on all devices.

Hi,

We have been experiencing slow speeds for our Hub 4 wi-fi, supposedly on the 1GB package. We are seeing speeds of about 150-200mbps.

Regardless of this, I thought the slowness could have been caused by some hub settings, so I did a factory reset (3 times now, firstly via settings page, and then twice using the reset pin on the hub itself), and I am now unable to load the hub settings page post-login. It times out and says the page is unresponsive. Due to this I now cannot change my SSID or passwords, or split out the networks into 2G and 5G channels.

Any help would be appreciated.

HUB
settings
WIFI
  • Client62's avatar
    Client62
    11 months ago

    Another bites the dust ! 

    If the menu is not working, press RESET for 60 seconds,
    then leave the Hub 4 powered on to revert to the shipping condition.

    If after a 60 second reset the Hub Menu is still not working request a replacement hub.

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    Another bites the dust ! 

    If the menu is not working, press RESET for 60 seconds,
    then leave the Hub 4 powered on to revert to the shipping condition.

    If after a 60 second reset the Hub Menu is still not working request a replacement hub.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    11 months ago

    Hi HarryBarnard17 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you're experiencing 😔

    Have you tried following the advice provided by Client62? If so, what was the outcome?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • HarryBarnard17's avatar
      HarryBarnard17
      Joining in
      11 months ago

      Hi there, tried the hard reset via the pin at the back of the router. No luck, will arrange a replacement one.

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        11 months ago

        Hi HarryBarnard17 👋.

        Thanks for the update, would you be ok to coming into a private message so we can look into this for you? Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

    • tombrs's avatar
      tombrs
      Joining in
      7 months ago

      Hi Daniel, I have EXACTLY the same issue with my Hub 4 - how can I get a replacement?  I have tried 'support' and got no actual support at all.

      I reported the fault - describing exactly the login problem - and then got a reply from VM 'support' saying "saying you are having a problem with WiFi speeds or download speeds - have you tried doing this..?" Which was a daft reply as I never said they were the problems, and the reply from VM completely ignored the actual problem. I replied on 3-July, explaining - again - exactly what the issue is and have heard nothing since.

      Not good from VM. Can you help resolve this please?

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        7 months ago

        Hi tombrs thanks for your further reply here.

        We can see that you spoke to Steven via PM, and unfortunately was unable to clear security when prompted to do so. 

        If you'd like to give security another go, please let us know and we can invite you into a PM again to try and resolve things for you.

        Many thanks

  • nigelskilton's avatar
    nigelskilton
    Joining in
    10 months ago

    Hi all I have this same problem. trying to change setting on my gun for SSID but blank white screen on all devices. 

    no change after any reset. 

    • Beth_G's avatar
      Beth_G
      Forum Team
      10 months ago

      Hi nigelskilton

      Thanks for your post - sorry to hear you're having the same issue when trying to access your Hub settings. Welcome back to the forums!

      I've dropped you a PM so I can help arrange for a new one to be sent out to you.

      • Martinkevill's avatar
        Martinkevill
        Tuning in
        9 months ago

        Hi Beth I am having exactly the same issue. Given I am paying close to £100 per month I would expect a Hub 5 sent out - is this something you can arrange?

  • damian-meller77's avatar
    damian-meller77
    Joining in
    9 months ago

    Im having same issue can’t access settings page also connection always drops done hard reset and no luck I have to reboot modem all the time 

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      9 months ago

      Hi damian-meller77 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with the Hub 4 settings, we are aware this is causing an issue for a few customers. If you can join me in a private message so that we can get this resolved for you. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

      • Daniel251087's avatar
        Daniel251087
        Joining in
        9 months ago

        Hello,

        I am also experiencing the same issues and can not login to router settings on Hub4, from what im reading its quite a common problem - would it be possible to get a replacement or the Hub5?

        Thanks again 🙂

  • tombrs's avatar
    tombrs
    Joining in
    8 months ago

    FAULTY HUB 4.0 - need a replacement

    Hi Virgin, I cannot login to my new Hub 4 - same problem as others have had. It has just been delivered, like a week ago. The login page does nothing, goes to a blank white screen, then ages later returns to the login page. So I cannot get to the settings on the Hub 4. Please send a new one.

    Thanks

    • Carley_S's avatar
      Carley_S
      Forum Team
      8 months ago

      Hi tombrs 

      Welcome back the community forums

      Sorry to hear you're having issues with access your hub settings. We can see that a forums agent has already responded to you on another post you've commented on for additional information. Please respond there and we can keep the support in one space to save confusion and time. 

      • tombrs's avatar
        tombrs
        Joining in
        8 months ago

        Hi Carly, I see your response but not the response from the other forum agent you refer to?

        Thanks

  • tombrs's avatar
    tombrs
    Joining in
    8 months ago

    Hi Robert:

    (1) Modem mode

    I did not change any settings at all, apart from changing the password to access it from the default. Since then I get the screenshots above.

    So if it is in 'modem mode' (whatever that is), that is how it came. What IP address do I use if trying to access via modem mode? (I used 192.168.0.1 with the Hub 3 and that was fine)

    (2) Sorry, can't remember when I did the reset

    (3) My package is supposed to be M125 fibre with weekend chat included.And according to the VM 'My package' page that is the package I have and the average speed of what I am getting

    (4) I don't know what you mean by "which may explain the wireless speeds" - I have not mentioned wireless, I think you are confusing me with someone else

    Thanks

     

    • Akua_A's avatar
      Akua_A
      Forum Team
      8 months ago

      Thank you for your response tombrs Just to clarify, modem mode would be when you are using VM service through a third-party modem. In regards to your Hub settings issue, do you get this issue in multiple browsers and devices? Have you also tried accessing your hub in incognito mode? Please let us know how you get on so we can best help.

      Thanks,

      • tombrs's avatar
        tombrs
        Joining in
        8 months ago

        Hello Akua,

        1) browsers

        Tried Firefox, Firefox Incognito, Chrome and Bing on desktop PC

        Also Samsung Internet on mobile phone

        same result on all.

        Note that if I click 'Check router status' on the 192.168.0.1 page then the hub responds fine with the data e.g. as per screenshot below

         

  • tombrs's avatar
    tombrs
    Joining in
    8 months ago

    Hi Harry - me too !  Seems a common enough issue with this Hub 4 - just wish VM had got the Hub 4 sorted out properly before they sent these things out !  AND I am getting nowhere with VM - no answers at all - I said about the blank screen and they even asked for a screen shot - of a blank screen, lol ..

    • Steven_L's avatar
      Steven_L
      Forum Team
      8 months ago

      Hi tombrs,

      Welcome back to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your router at the moment. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L

  • pat_slimboyfat's avatar
    pat_slimboyfat
    Joining in
    6 months ago

    John,

    Sorry to hijack this thread. But I am at my wits end and its sent my anxiety through the roof.

    I have the same issue. Hub 4 wont connect. Cannot get into the settings on 4 different computers. 5 different browsers. Worst of all VM connect wont work. So neither does my Wifi Pod I was sent to try and fix the Wifi MAX guarantee.

    For clarity. I have spoken to VM. We went through 2 hours on the phone of troubleshooting and at the end they agreed to send a new hub. It was the same Hub 4 which is exactly the same issues as the first one I had and I a no better off. 

    This is making me ill that this cant be fixed. I am not the best at computers and this is really stressing.

    I have done multiple resets on this router and the old one. I have tried incognito mode on browsers, I have cleared caches. You name it I have done it multiple times on multiple brands of company, dell and apple on multiple phones and ipads suamsung and apple. 

    I am at my wits end with this and ready to call trading standards. I am paying for something I just simply cannot use and I have to waste my time going over the same scripted responses which result in exactly the same results.

    Please help me resolve this once and for all. 

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      6 months ago

      Hi there pat_slimboyfat 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I am so sorry that you have faced this issue and thank you again for posting. Can I ask what exactly happens you try to access the settings page? We do typically ask that customers start their own threads with issues so we can ensure that we are dealing with them individually and the original poster does not get lost in the thread. 

      If you include as much information on the exact issue you are facing as well this gives us far more information to work with. 

      Thank you very much. 

      • tombrs's avatar
        tombrs
        Joining in
        6 months ago

        Pat_slimboyfat & Ashleigh, I had exactly the same issue.

        No point resetting the hub: if it won't login it is faulty. After the same sort of thing a VM person (John) on here arranged for an engineer visit: took 5 minutes to fix. "Yeah, if it won't login the hub is faulty" The engineer swapped it out for another Hub 4 and all was good. Just a pity that like you I had to go through so many hoops and complain often - particularly given how many times exactly the same issue is reported by so many people ..

        Anyway-  just get VM to swap the hub