Just upgraded and received a hub 5 yesterday. Removed hub 3 and followed the installation instructions for the hub 5 only to be greeted with a flashing green light. Been on for more than 24 hours and have had 3 frustrating calls with Techs who have reset and told me I'd be good to go in 30 mins and we are still at the flashing green light stage. 🫣 Any ideas please?
Does the Hub3 still work if you connect it back on ?
It shouldn't !
If it doesnt... Call the equipment activation number on - 0800 953 9500 (follow options) and check with them if the Hub5 has been activated correctly. . You will need the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number
Thanks @jbrennand, I have checked and my hub 3 doesnt work.
My hub 5 appears on my devices to connect to but does not connect to the Internet. I am getting zero help from the virgin Techs so any help you can offer would be greatly appreciated.
Thanks for getting back to us on this Critchley1,
So we can investigate this matter further however I've dropped you a PM.
The message will appear within the envelope icon.
Regards,
Hi Critchley1
Thanks for posting on our community forum and sorry to hear about the issue with the hub
How are you getting on after trying the above advice from jbrennand? Please do provide us with an update and we can investigate further if needs be
Thank you @Travis_M I have been through all the help pages and reset reinstalled many times. I am starting to get more frustrated with the appalling customer service. I have had no broadband for 4 days and I work at home sometimes but have 2 teenage children who cannot do homework and/or game. It looks like the whole approach is to wait for an update that is supposed to take 30 mins 4 days later. I may take the same approach to paying my next bill!
I hawe exactly the same pronblem today, 15th August 2024. The tech support has been so ineffective and seem to lack the initiative. They seem to read from the same script. I find Virgin Media bordering on utterly useless! It is so maddening and frustrating! I might have to cancel and switch to other providers. It was never like this with Cable, Telewest, Blueyonder until Virgin took over and messed it up. I am sick to the back teeth. I am having to tether my phone as hot spot just to post this message.
Hi Doctun1,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having an issue with your connection.
If the Hub flashes green slowly it means it’s downloading a software update. The Hub usually takes a few minutes to reboot once it’s finished downloading it. If it's stuck then it's likely something has gone wrong.
I've sent some signal refreshes down the link to the hub. Please reboot the hub and let us know how things go.
Thanks,
