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SKPaulraj1's avatar
SKPaulraj1
Joining in
2 months ago

New Hub 3 - can connect to hub, but not to internet

Hello, I have a new Hub 3 set up. I'm able to connect my devices to it but it's not connecting to the internet - on all devices it says connected, no internet access. The light is a solid white (more of a pinkish-white but I don't think it's red) power light at the bottom, no other lights. I've called Virgin Media on every help line and I can't reach a human. The only advice I've received is reset or turn it off and on again, which I've done several times and it's not fixed it. Can I get some actual help, ASAP? Alternatively can someone help me get a technician here to fix this, because the website is not letting me book it (it's not detecting any problems even though there are). Thank you.

Customer Sevice
hub 3
Internet
WIFI

8 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    This reads like DHCP failure of the Hub 3, we had the same last week after the Hub 3 had been powered off.

    Try a full reset by doing this :- 

    Press and hold RESET for 60 seconds,
    then leave the Hub 3 powered on to revert to the shipping condition.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Connect to the Hub 3 menu and find out what state the Upstream / Downstream connection is in. 

    The Login with the Hub password and find out what is being reported on the Hub Status info.

    • SKPaulraj1's avatar
      SKPaulraj1
      Joining in
      2 months ago

      I went to the Hub 3 menu. It just shows a page saying "update in progress, please wait for updates before changing any settings", with a big refresh button. I can't do anything else on the page.

      • Client62's avatar
        Client62
        Alessandro Volta
        2 months ago

        If this Hub 3 is new and has never provided you with a working internet service it may well need to be activated via a call to : 0800 953 9500.