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mattb133's avatar
mattb133
Joining in
2 years ago
Solved

Hub 5 issues - nothing works, white light

Hi everyone i upgraded my broadband package from 500mb to 1gb Internet on Thursday, my new hub arrived yesterday wich is a hub 5. I had Internet working fine on the old hub wich was the hub 3, when i plugged in the hub 5 my devices say connected without internet and also no devices connected by ethernet are working either the light on the hub is solid white. Has any one had the same problem ? Tia 

 

 

[MOD EDIT: Subject title changed for clarity]

  • Adduxi's avatar
    Adduxi
    2 years ago

    Call the equipment activation number they may be able to help. It's 0800 953 9500 and you will need the Hub serial number/MAC address from the barcode sticker, and your account number.  The  Hub may not have been provisioned.

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  • fizz's avatar
    fizz
    Fibre optic
    2 years ago

    Have you only just done this today. Bit of a problem with virgin today people, including myself, without Internet despite all looking OK 

  • AMCross's avatar
    AMCross
    On our wavelength
    2 years ago

     same here in scotland and the usual VM check says all ok 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Call the equipment activation number they may be able to help. It's 0800 953 9500 and you will need the Hub serial number/MAC address from the barcode sticker, and your account number.  The  Hub may not have been provisioned.

  • mattb133's avatar
    mattb133
    Joining in
    2 years ago

    Quick update everyone they have to send an engineer out on Wednesday, as they suspect the hub 5 they sent me is faulty ! So that will make it 5 days without connection thankyou for all your suggestions 

    • Paul_DN's avatar
      Paul_DN
      Icon for Forum Team rankForum Team
      2 years ago

      Hi mattb133,

      Thank you for reaching out to us in our community and welcome, sorry to hear you have had no connection and that it will be 5 days once the technician arrives today, if you have had a total loss of service our Auto Compensation will kick in once the technicians report has been put in, please let us know how things go.

      Regards

      Paul.