Forum Discussion

Jmx's avatar
Jmx
Tuning in
5 months ago
Solved

Hub 4 Settings unresponsive - white screen

This seems to be a common problem with the Hub 4

Start with 60 second reset - hub boots up. At this point I can log in to the admin portal and make adjustments. Then leave it for about 24 hours and try to log in again. Accepts the password and then just the white screen that lots of others mention. 

Some have suggested that as long as you don’t use the VM Connect app then the portal will be OK. I haven’t used the app since the 60s restart (it didn’t connect before the restart anyway). 

I don’t have a VPN or any of the other standard questions. This is a hub that was replaced in the summer and has never worked properly. There is a suggestion in the forums that if the replacement was a recondition unit this is quite common.  

  • New hub 5 received and all working fine now. Thank you to all who offered help. 

  • Client62's avatar
    Client62
    Alessandro Volta

    If the Connect app remains installed on any of your family's mobiles, the Hub 4 menu will re-fail as outlined above.

    • Jmx's avatar
      Jmx
      Tuning in

      Ah - good point thanks. Trying again with another 60s reset after deleting VM connect app. 

      • Jmx's avatar
        Jmx
        Tuning in

        Reset things yesterday after deleting VM connect app from devices. Waited until this morning and same outcome. White, unresponsive screen. 

        Think it might be replacement time.  

  • Client62's avatar
    Client62
    Alessandro Volta

    Are you quite sure some one has not re-install the Connect app on a mobile or a tablet ?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    @Gareth_L.    He's made it very clear above that he's removed the Connect app. 

    He needs a new Hub. 

    • Jmx's avatar
      Jmx
      Tuning in

      Thanks jpeg1 - as you say, connect app deleted from all devices since before the most recent 60s reboot. 

      this hub has never worked properly - it was a replacement sent in the summer. Internet is fine, configuring it isn’t except straight after a reset when it’s ok for a little bit, but gone by the next day. 

      • Carley_S's avatar
        Carley_S
        Forum Team

        Thanks Jmx 

        I'll get this sorted for you.  Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

  • New hub 5 received and all working fine now. Thank you to all who offered help.