I’m unable to view any of the uk pages after logging into my Hub 4, I get the login page and once logged in I just get a white page and a browser message advising the page is unresponsive, tried rebooting the hub 4 and tried with several browsers to no avail. Any suggestions, as I can’t access the settings, I can’t use the mobile app either as that just get stuck saying it needs to optimise the router.
Ah right, thanks for the reply. did you order the hub through the telephone support or where you able to do it via the forum?
Hi richyhx1
Welcome to the community forums
So sorry to hear that you're having issues with your hub
I have checked the systems at our side and cannot see any issues at our side.
Can you confirm, is it just the connect app you cannot access or are you unable to access the hubs settings?
If it's just an app issue, have you recently had any new equipment which you cannot see yet?
Hiya, its not available in app or in the browser UI. i can reach the log in page, but once i enter the password it just loads and my browser gives me an error that its timed out, if it tell it to wait, it waits for about 20 minutes (assume this is the log out timer for inactivity) then it reloads the log in page again, tried wired and wireless from multiple devices all with the same outcome. I also tried doing the error checking on the service status part of the website, it said there was a problem with my equipment and it would restart my box, but it failed and was unable to restart the box.
I have had new equipment, i received a wifi booster on friday, everything worked immediately after that but shortly after that was when the problems started. There appeared to be an update done to the hub 4 shortly after (there was a different loging splash screen in the UI), since that point ive been unable to access the hub settings. Ive tried resetting the router with fresh factory settings (holding down reset pin button for 60 seconds) and powering off and leaving off the wifi pod, but i still have the same issue without the wifi pod being used. Could it be that there was a hub firmware update to give it compatibility with the wifi pod that has partially failed and has upset the hub UI?
The actual connection its self is all working well, the wifi pod has definitely helped. It just that i cant make any changes or view connections etc in the app or the web UI
I've just optimised on the VM connect app because i couldn't use it until I did and i'm now having the issue of the VM Connect app saying the HUb 4 is not there and I can't connect to the Hub via 192.168.0.1, just a blank page.
If I use the My VirginMedia app and go to status and then on the broadband section ask it to check a test on my kit it doesn;t say there is a problem (although the first time it also said my hub had a problem)
Can anyone help, I'm hesitant to reset as I have renamed my SSID
I am really fed up with VM hub 4. All I want to do is put in modem mode so I don’t need to acces the interface as I will attach a router I bought . I can’t get the UI to load on windows and is unresponsive
I have tried to reset with 60 sec , 10 sec and even powering up
I tried this multiple times
I would be happy to pay for a new hub rather than waste more time
Can someone please help !!
Thanks
I reported that same issue on Sunday 4th February having noticed the issue for a while. Before this I knew that many others have been reporting issues on the forum since November. I was naive to think that support knew how to resolve it by now. I fact, I waited 4-5 days only to learn that the ticket had been closed down because it was "resolved"!
I am wondering if it has something to do with enabling telephony on the router, as my lamdline is now plugged into the back of the router.
I really didn't want to be part of this group but, reluctantly, I have to add to the other complaints. Exactly same problem as the others, reset by waiting 60 seconds at least 10-15 times. Unable to access the setup page except once where I changed to modem mode. Result: no broadband. I believe that Hub 4 has now reached the end of its days. Could you tell me the quickest way to receive the new hub 5? I would be very grateful.
I forgot, the wireless is non-existent after 5-10 minutes.
Any answer?
Turn off the HUB 4.
Then call in to VM support and report it has totally failed.
I don't want to defraud VM but only that I get what I pay, and that's not a little. By now, given the many reports on the failure of the SH4 to be able to have the new sh5, also considering years and years of loyalty to the company.
If I don't get a resolution to the ticket I have open about this issue, I will be going down the complaints process. It seems ludicrous that so many people are having the issue and it is being treated like I am the only one, or that it has never been reported before.
I'm having the exactly same issues, call vm and a ticket was raised. Nothing done, called again a week later and have been told to move my router and move my pods and not to call back until Monday 19th Feb! Please can someone help
Hello Elliebs.
Thank you for bringing this to our attention.
Sorry you are also experiencing UI issues.
Would you be okay if I sent you a private message so we can take a look into this?
If you can check the Logo top right of your screen that would be great.
Regards
Gareth_L
Hello Elliebs,
Thanks so much for your private message and confirming your address, I have now booked you a visit for the service issue – you can check the date and time via your online account here If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
Gareth_L
Is this UI that is being referred to here the page accessed via 192.168.0.1? If yes then I too have been unable to access this or my VM Connect App for a few days now. Have tried the Hard Reset on Hub, have tried reinstalling the app and still no good.
Have called the "Tech Support" departments and they were not very helpful as usual. For clarification I can access the internet and WiFi on devices I just can't get into the Hub Settings/Configuration Page to be able to do what I need.
Hello TommyVercetti.
Thanks for your post.
Sorry to hear your are also having the issue with accessing the settings on your Hub4.
I have just reached out to our product team and it is being investigated. Right now we don't have an estimated fix time.
But as soon as we do we can update this thread.
Gareth_L
Jumping on this thread. I am too having this issue with Hub 4 where I cannot access the settings page, the VM connect app isn’t able to find the hub or my Pod. Before this happened the app kept insisting It needed to optimise settings before I could use the app. Since this has failed I am having intermittent WiFi and am not able to rectify this as nothing is working.
If this is an issue with model rather then a 1 off hub can I get it swapped out for a hub 5.
So glad I’ve found this page because I have exactly the same issue as OP and others who have posted. Spoken with Tech Support who keep saying there isn’t an issue.
After what I can only assume to have been an update my hub has reverted back to its original settings and SSID. Attempted to log in using 192.168.0.1 and after logging in the screen went blank. VM Connect worked and then suggested I ‘merge’ my SSID’s. I did that and wanted the one I had used for the past three years. Now it can’t even see the hub.
WiFi is a bit shonky too. Been sent a couple of boosters but still doesn’t address the fact that I can’t log into the router. Think it’s about time I got one of those shiny new Hub 5’s and start from scratch. Can someone help me? I just spent an hour back and forth with tech support who ordered a new booster but then couldn’t do a hub because you can’t do more than one thing at once. Have to wait 24 hours. Frustrating given I wanted the hub sorting first.
Hi thelasts,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the issue with your service.
We would only be able to issue a hub 5 as part of an upgrade.
If a replacement hub is needed then we can certainly look into this.
To confirm, are you able to log into the hub at all?
^Martin
Hi Martin,
like everyone, after more of one month, my problem still unsolved. I received a mail today from Virgin
"We wanted to let you know that, in line with your terms, the price of your Virgin Media main services will increase from April by the Retail Price Index (RPI) rate of inflation, plus an additional 3.9%. As RPI was announced at 4.9%, we can now confirm your monthly price will go up by 8.8% from your April bill."
A part the fact I don't understand the additional of 3.9%, Virgin ask me more money for what? Solve my (YOUR) problem and I happy to pay a little more.
The customer service is practically useless, technicians say they are working to fix the problem and bla bla bla. At the moment I can't log in the router, I can't manage my network, I can't connect by VM Connect (hub not found)
I can just have the new hub 5 only if I upgrade my service but I can't do it because there is nothing up my contract, I have the top!!! Give me a working hub 4 is so complicate? or the problem IS the hub 4?
Sorry for my english I'm not mother language
Same issues here internet cutting out being unresponsive have tried the pin hole reset which let me log back in but as soon as I tried to reconfigure it’s all gone off again wired connections seem okay but hub is dropping in and out and speeds are a lot lower than they should be even for hardwired devices
reason I went through all this to begin with was because of drop outs and slow wifi engineer booked for tomorrow but it’s so frustrating I’ve tried everything and nothing is working yet they say there is no issue on the line or area
also vm connect app was working since can’t find my hub when I’m right beside it and nothing has been messed with up until today
