Forum Discussion

Linforth's avatar
Linforth
Joining in
3 years ago
Solved

New hub 3 stuck in ‘Update in Progress’

Hi,

I received a new hub replacement a little while ago, and finally got to setting it up today. I followed the steps on the virgin media website to replace the hub and found no issue there.

For some reason, my hub 3 has no internet. Whenever I connect via wifi, it simply says ‘Update in Progress’ and offers no further information.

I left it for 4 hours before turning it off for 20 seconds and then turning it back on. When that didn’t work, I tried a 60 second pinhole reset, which also failed to resolve the problem.

I’ve tried calling virgin media, but the automatic system can’t find any faults so no progress there. I’ve had no internet access all day, and need this remediated soon as I work from home and have some time-sensitive projects currently in progress.

  • Issue was resolved by virgin media, apparently my new box was unpaired with the network somehow. After the support person re-paired my box and I restarted it, the internet connection was working fine.

    If VM staff read through this stuff, Sophie was of great help and very prompt in fixing the issue for me, so thanks for that.

  • Issue was resolved by virgin media, apparently my new box was unpaired with the network somehow. After the support person re-paired my box and I restarted it, the internet connection was working fine.

    If VM staff read through this stuff, Sophie was of great help and very prompt in fixing the issue for me, so thanks for that.

    • azizi_omar's avatar
      azizi_omar
      Joining in

      Hi, 

      I was facing the same problem, try to call VM, but it doesn't help. Please help me to solve this problem, very frustrating. 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        Hey azizi_omar, thank you for reaching out and a warm welcome to the community, I am sorry you are having some issues with an update.

        I have taken a look from out side and this looks like it has now been resolved, please can you just confirm this?

        I have also sent a hit to your box to get things ticking if it hasn't worked.

        Either way please let me know. Thanks 

    • Haylea02's avatar
      Haylea02
      Joining in

      How an earth did you get to speak to someone at virgin??? The automated system cannot fix the problem so they are sending a technician in 4 DAYS TIME??????😭😭😭

  • The same issue. And the robot by phone does not provide any option to talk to a human

  • Good morning team,

    I've exactly the same issue. I got a new wi-fi hub 3.0 device and when I try to connect to it, I see that hub 3.0 stuck in ‘Update in Progress’. I don't have wi-fi.

    Can you please take a look?

    Thanks

    • Robert_P's avatar
      Robert_P
      Forum Team

      Hello dpodopr

       

      Sorry to hear of the service issues experienced since the new Hub 3, we appreciate you taking the time to post and welcome to the forums.

       

      We can see you called the team earlier today, they required some details from you and it indicates you were going to call back with these. Have you been able to do so? Have you activated the Hub by following the steps outlined in the documents received with it?

       

      Rob

  • I am experiencing the same issue and I’ve not been able to get in contact with anyone at Virgin Media. How would I go about getting someone to fix this for us?

  • I have the exact same issue and symptoms.  Brand new connection (worked fine for the people in the house before us), but no internet, steady white light, and "update in progress" on the local router page (for 3 days now!).  People on the helpdesk keep saying they can't run diagnostics but it will fix itself.  Running out of ways to try to get through to someone who has the ability to diagnose this.  Any help is much appreciated.

     

  • Gabs's avatar
    Gabs
    Joining in

    I have the same problem since yesterday, tried factory reset and everything. I need help pls.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi Gabs 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with your Hub. Can I ask, has this now been resolved since this post or do you require our assistance?

      Please let us know. 

      Sabrina

      • Gabs's avatar
        Gabs
        Joining in

        Hi, it's been sorted now but I was without internet for 4 days because VM didn't activate my broadband in time! So I would expect some kind of compensation.... Also I moved house without changing my package and my contract length is 18 months again!!! Why? It should be less now!

  • Same issue here. Router is just stuck on update in progress. I had a new router installed not long ago. Ran tests and found nothing. Unable to click on livechat after tests have been ran. Feeling a bit fed up with this service as of late

    • Beth_G's avatar
      Beth_G
      Forum Team

      Hi RG1984

      Thank you for your post, welcome back to the Community Forums.

      Really sorry to hear you've been feeling this way recently and that your Hub seems to be stuck installing an update. 

      If you haven't already been in touch and got this sorted, I've dropped you a PM so I can take your details and look into this for you.

      Thanks

  • My Hub 3.0 has been in the same 'Update in progress' state since approx. 1:00pm yesterday, (7 May). Multiple resets, including returning to factory settings, have had no effect. Can this be looked at ASAP please?

    • Martin_N's avatar
      Martin_N
      Forum Team

      Hi Cluaran, 

      Thank you for your post and welcome to the community. 

      I'm very sorry to hear about the issue with your hub. 

      To confirm, has this now completed the update?

      ^Martin