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Haatenmi's avatar
Haatenmi
Joining in
11 months ago

Internet (Access denied) - WiFi Hub 3

Hi! My broadband died today out of nowhere and is no longer reconnecting. I’ve followed all VM instructions to reset the router and retry cables with no success. On the Hub 3.0 status overview, Wireless is on, but it says Internet (Access denied) and the two green arrows are flashing green. We’ve not changed any settings or usage recently, so not sure why this happened!

Based in North west London.

Any help or advice welcome! Cheers

 

 

[MOD EDIT: Subject title changed for clarity]

5 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    Have you tried the automated service status number 0800 561 0061 to check for any faults in your area?

    If there are no faults reported, phone your own issue in as a 'total loss of service'.

    Call 150 from a Virgin Media landline (free) or 0345 454 1111 from any other phone (call costs may apply)

  • Haatenmi's avatar
    Haatenmi
    Joining in
    11 months ago

    The primary issue  has been found - I found this cable, which is where the line enters the house before going into the VM white plastic socket. At the top of the metal part, the adhesive/material has failed and the cable had become loose. I have now pushed the cable back into the metal part; however, I’m not sure how safe/secure this is and whether it will need to be replaced. I have an appointment booked for a visit but I’m not sure if this is a valid maintenance call out or not. Would appreciate if someone could let me know!

  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    That looks like someone has used a DIY twist-fit F-connector to make the connection. VM uses a crimp connector which avoids the issue you are describing.

    You need a VM tech visit to make a proper repair.

    One of the VM forum team should be able to book that when they reply here, usually within a few days.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      11 months ago

      Hey Haatenmi,

      Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment.

      As goslow advised an engineer visit would be needed,  I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
      Kind Regards,
      Steven_L

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    11 months ago

    You're very welcome Haatenmi and please let us know how the visit goes, thats if you get the chance to do so 👍

    Kind Regards,

    Steven_L