Forum Discussion

BellB666's avatar
BellB666
Joining in
2 months ago

Hub 5 Solid White Light but No WiFi/Ethernet Connection

Last night, I had noticed that the light on my power adaptor for my Hub 5 had gone out. I figured that it probably had popped while I was out and decided to replace the plug with a similar adapter with the same port. However, ever since this point, I have had zero connection to the WiFi & Ethernet connection.

Assuming this was a general network error, I went to my mobile phone to check if the service was having any issues. Only to my surprise, the only diagnosis I got was my Network being entirely offline. Despite the solid white light that I am used to seeing by now, the modem is simply not working.

This has now effected the entire household, including our landline the home phone is now linked via a cable to the modem. The TV box still works, however we have no connection to the online apps.

I have at this point tried the following:
-Resetting the modem via the plug on the wall
-Resetting the modem via the switch on back of modem
-Resetting the modem via the pin hole button (10s, 30s, 60s & 120 seconds)
-Unscrewed the internet cable from the modem and rescrewed it back on

Is there something I am missing here? Any help would be appreciated as of right now we don't have any main way of reaching the world outside, let alone Virgin Media themselves. I am currently using my Mobile data to type this out but I can't use the 150 number as I am with a different mobile provider. I have also attempted to contact the automative call system only to be told as the same thing as above; that my network is simply offline.

 

  • Sephiroth's avatar
    Sephiroth
    2 months ago

    Whatever popped your adapter is likely also to have popped the Hub.  Power surges can do that.  You now have the Christmas problem and I suspect nothing can be done about it.  The only thing you might care to do is nip out to Curry's or somewhere, buy a cheap wireless router and tether your phone to the router's WiFi.  Then, at least, you'll be able to have something working over Christmas.

     

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 months ago

    Whatever popped your adapter is likely also to have popped the Hub.  Power surges can do that.  You now have the Christmas problem and I suspect nothing can be done about it.  The only thing you might care to do is nip out to Curry's or somewhere, buy a cheap wireless router and tether your phone to the router's WiFi.  Then, at least, you'll be able to have something working over Christmas.

     

    • BellB666's avatar
      BellB666
      Joining in
      31 days ago

      Hello there, figured I would give a follow now that I’ve woken up and worked things out. 

      After finally getting through to a human on the line (Text chat ran me in a loop for a bit sadly), we were able to come to the conclusion that I think we both agreed would be the best case: Order in a replacement hub. 

      If I had to give my own similar diagnosis on what happened, it would be similar to Sephiroth’s (Great name btw). I reckon that during the time I was out, the plug popped and probably caused something in the hub to go haywire and just refuse to work. 

      I’m gonna get a 5G hub for the home in the meantime. After a bit of faffing around, we have one that should be here by Friday and if we are lucky the modem will probably be arriving before NYE. 

      Thank you for your help. If anyone comes across this and has the same issues, follow Sephiroth’s advice and keep trying to get in contact with Virgin Media to see about getting it replaced. 

  • Barstaff's avatar
    Barstaff
    On our wavelength
    2 months ago

    I was literally about to suggest the same thing before Seph beat me to it, whatever took out the power supply looks like it also managed to damage the Hub 5, not critically, (the LEDs still work) but enough to prevent it working properly. The fact that the TV still works, indicates that the connection to your house is fine, the hub is not, and needs to be replaced, but the chances of that happening is somewhat less than my being propositioned and chatted up by a super-model!

    The only thing I could suggest is to try unplugging the hub and leave it unplugged for 30 minutes, allow all of the capacitors to discharge, then reconnect it and see. I have absolutely little faith that this will work, it’s a last-ditch try, but what do you have to loose?

    Could you get some kind of pay-monthly, no minimum-term 4/5G mobile internet provision, you’ll need to go out tomorrow and scour your local provider’s shops for a modem and SIM - and it won’t be cheap, but should tied you over for the Christmas period.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 months ago

    ... also, I have an APC 1500VA UPS to protect my network and connected devices.  We get frequent surges which are choked out by the UPS.  Also when there is a power failure, the UPS will hold power up to my devices for nearly an hour (depends on the load, of course).  If the network is important, it is worth protecting.

    • Barstaff's avatar
      Barstaff
      On our wavelength
      2 months ago

      True, I always think that the point of a UPS (and you will not believe the rows I’ve had with various clients over this) is NOT to keep your equipment all running, whatever, but; a) to smooth out issues in the supply voltage and frequency and; b) allow the equipment to run long enough to do a proper and clean shutdown - admittedly not really viable for a VM hub, but for servers etc........

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

      Same.  APC UPS as we occasionally get “brown outs” on our supply.