Forum Discussion

Martin_182's avatar
Martin_182
Tuning in
17 days ago

Hub5 DHCP issues

Morning, had an issue with my Hub5 over the last couple of days. It started off with having no internet access on any device. I use the Hub5 as a modem/router with the Wi-Fi disabled and my own unmanaged switch and access points.

First port of call was back to basics, so i tried the following,
Rebooted hub
Turned off all other equipment and setup a wired connection from one PC to the hub
tried all ethernet ports on the hub5 and swapped to a different pc to rule out any issues

 I then setup the PC on a static IP and pointed the gateway to the routers IP and that gave me internet access and let me log into the hub's web interface.

I've tried to factory reset the hub using the reset button but it doesn't seem to work (I've read the guides, watched the videos, tried 10 seconds, 30 seconds, 60 seconds etc) - The button presses fine but the hub continues to function and stay connected.

I've tried to set the hub into modem only mode but it wont save this configuration, it reboots and is back in router mode.

I've tried disabling DHCP and re enabling it but I'm not convinced its saving, it shows as saved but if i switch the hub off and back on again, the config page shows it as still enabled

 Under the DHCP page any devices show as having a lease time of 0, and i cant ping them at the IP address it shows.

The hubs info page shows the following info for HW/SW: Hardware version: 1.1 Software version: LG RDK 7.6.20-2306.5

Id appreciate any tips or tricks to try and restore it back to a functioning state (its worked flawlessly for 5 years) - its a few years since I've had to call VM tech support but it wasn't a nice experience last time, I've had a good search for this fault on here and can find similar issues but not with the failure to factory reset issue at the same time, my gut is telling me the hub probably needs replaced or a software update that its failing to pull through.

Thanks

  • Tudor's avatar
    Tudor
    Very Insightful Person
    17 days ago

    Reset instructions published are incorrect, press the reset button for 30 seconds and then do nothing, the hub should reboot. Previous instructions said to power off/on hub, this is incorrect. What have you been doing? With the setup you have I would recommend using the hub in modem mode and buying a router, not one of the one with a switch and WiFi. I use all Ubiquiti equipment and found it to be excellent. They make some fairly cheap, but good quality routers. I have always run my setup in modem mode and have avoided all of the problems reported with the VM hubs. Buying separate units instead of a combined router/switch/WAP means you can update or replace individual components at any time. Just my view, other will certainly disagree!

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    17 days ago

    Tudor   Agree with that idea.  It's similar to what I have setup.

    Martin_182   If you can get the Hub reset as suggested above, leave it alone for some time.  The reset should revert the Hub back to out of the box, and it will then update it's firmware hopefully to the latest version.  This does take some time !

    Also, are you using the Connect app on any device?  This will reset the Hub to whatever it thinks is best, so I would advise you uninstall it from any device in the meantime.

    Finally, if all this fails, it sounds as if the Hub itselfhas failed and needs replaced.

  • Client62's avatar
    Client62
    Alessandro Volta
    16 days ago

    Given this is about DHCP issues, what IP values are being received by your devices ?

  • legacy1's avatar
    legacy1
    Alessandro Volta
    16 days ago

    If you can log in the hub you should be able to factory reset it as a option

  • Martin_182's avatar
    Martin_182
    Tuning in
    16 days ago

    Thanks for the replies,
    @Tudor, yeah im performing the reset from the routers normal powered up state, i have tried 10, 30, 60 seconds, it basically acts as if the reset button is broken. Agree a standalone Router is probably a better option, however this setup has worked flawlessly for the last 5 or 6 years until yesterday.


    @Adduxi, Ive had to reset a hub a few times before and had no issues but this one just wont reset for some reason! - No connect app on any devices. - I think your right Hub is toast!

    @Client62, The devices are using 169. IP addresses which my understanding is that this is because the Router isnt giving one out?

    @legacy1, Yeah i can get logged in, the Reboot function works and lets me reboot the router but the factory reset function has no effect.

    • Martin_182's avatar
      Martin_182
      Tuning in
      16 days ago

      Update: issues still persisting, i called tech support this morning, i understand they are just a first level tech support but they had absolutely no understanding of the fault i was explaining so we went through the motions of checking cables were inserted, trying to reboot the hub (still failing to factory reset).

      They offered to send an engineer but I'm currently out the house 15 hour days so ill need to call back in a few weeks when i have time for an engineer to attend. I had hoped they could just send a hub in the post (sure that's what they done last time) as I've confirmed the connection to the house is perfect, its the hub that's causing the issue!

    • Martin_182's avatar
      Martin_182
      Tuning in
      15 days ago

      That was my thoughts. Is there a way virgin media can reflash the firmware or roll back to a previous firmware? As tech support seemed to only want to stick to the scripted questions!

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        15 days ago

        You can't rollback or reflash apart from a pinhole reset. but it seems not to be working for you  :-(

         

  • samuelallen5's avatar
    samuelallen5
    Joining in
    15 days ago

    It shakes confidence when a reliable setup suddenly fails, especially with a Hub5 that won’t reset or save configs. Given the persistent issues, it sounds like a firmware bug or hardware failure. A forced firmware update or a replacement from VM might be the best path forward.

  • Martin_182's avatar
    Martin_182
    Tuning in
    13 days ago

    Anyone from VM able to support with this as I'm having absolutely no luck on the phone 

    • Martin_182's avatar
      Martin_182
      Tuning in
      12 days ago

      Tried again today but unable to get a hub sent out so have put through a cancellation and will change supplier. A shame after 21 years with Telewest/Blueyonder/VM!

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        9 days ago

        Hello Martin_182.

        Thanks for your first post and welcome to our community.

        Sorry to hear about the troubles you're having with your Hub5.

        I would like to take a look at this for you.

        If you don't mind, I'll need to send you a private message to pass security first though.
        If you can check the envelope at the top right of your screen that would be great. 
        Gareth_L
         

  • Martin_182's avatar
    Martin_182
    Tuning in
    10 days ago

    Concerning that someone from VM has removed the previous posters post (as I would have expected given the content) but not reached out to try and support??

    • Tudor's avatar
      Tudor
      Very Insightful Person
      10 days ago

      The moderators who look after the board are different staff to those that deal with users queries and problems. That’s why this has happened.

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      7 days ago

      Hello again Martin_182

      Just wondering if you get my last private message?