Forum Discussion

jimred's avatar
jimred
On our wavelength
2 years ago

New hub now blink doesn’t work

i need some help please, i renewed my contract and i received a new hub which i fitted today, all seem to be working but my blink system wont connect despite putting in the correct password, it was working fine with the old router.

my laptop ipad and alexa are all working fine, spoke to Blink its a router problem but Virgin are so unhelpful all i want to do is go back to my router but apparently they cant do that!

i have been cut off twice and been on the phone over a hour…..please help also i am not very technical-understatement!

why is nothing straightforward with them they must know people contact blink to the hubs, its always scary upgrading!

thanks

james

 

  • jbrennand's avatar
    jbrennand
    2 years ago

    What Hub did you have and what Hub do you have now?

    I am guessing the Blink system only connects on the 2.4 GHz frequency wifi band and not the 5 GHz one - do you know if that's correct?  If so the single SSID for the new Hub (combines both frequencies )  may be "confusing" the Blink.

    One thing to try first is to log into the Hub settings and click the box to "disable" the 5GHz wifi - save and restart and see if the Blink can then connect to the remaining 2.4 GHz band .  If it does - go back in an re-enable the 5GHz band to allow faster connections on the other equipment.

    If not report back

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    What Hub did you have and what Hub do you have now?

    I am guessing the Blink system only connects on the 2.4 GHz frequency wifi band and not the 5 GHz one - do you know if that's correct?  If so the single SSID for the new Hub (combines both frequencies )  may be "confusing" the Blink.

    One thing to try first is to log into the Hub settings and click the box to "disable" the 5GHz wifi - save and restart and see if the Blink can then connect to the remaining 2.4 GHz band .  If it does - go back in an re-enable the 5GHz band to allow faster connections on the other equipment.

    If not report back

    • jimred's avatar
      jimred
      On our wavelength
      2 years ago

      thanks for the info, how do i log onto the hub, do i use my  normal  email and password and where do i find it it on the web.

       Thanks 

    • Leesenior83's avatar
      Leesenior83
      Tuning in
      11 months ago

      Hi, just received a hub 5 as was having iPhone issues with the hub 3. Now having the exact same blink issue as detailed on this thread. I’ve tried disabling the 5hz with no success, also deleted the blink module and re-added, still no joy. Any help would be appreciated 

      • Jjbarerretts's avatar
        Jjbarerretts
        Joining in
        11 months ago

        Did you get it fixed? I’m having the same issues as you. I’ve tried everything on this thread so far 😫

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    No, it won't work straight away. You will have to delete the Sync Module with the app, and repeat the installation procedure to the new Hub.

  • jimred's avatar
    jimred
    On our wavelength
    2 years ago

    thank you both, a virgin engineer came in the end and resolved the issue within 10 minutes for me, despite Virgin saying it wasn’t there responsibility and over 2 hours on the phone.

    you were right it operates on 2.6 but the hub is 5.0 but how do i log on to the hub?

    the engineer was a great help unlike the staff in the call centres around the world.

    merry Christmas 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    You log unto the Hub at 198.168.0.1.using password printed on the Hub label. 

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    With 5GHz Wi-Fi disabled on the Hub 5, can your Blink system see the 2.4GHz Wi-Fi signal from the Hub 5 ?

    • Leesenior83's avatar
      Leesenior83
      Tuning in
      10 months ago

      yes the wifi network still showed up, but still said my password was wrong, i entered multiple times, double checking each time and the password is definately not wrong

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    VM downgraded this website last year. Everything is more difficult now and despite many complaints they have left it like this.

    With a new Hub, you have to start Blink again from scratch. You have to delete the Blink devices completely from the account and start again from new.  This has always worked for me, but I use my own router

    • Leesenior83's avatar
      Leesenior83
      Tuning in
      10 months ago

      tried deleting all the blink stuff and starting from scratch, made no difference, still getting the same incorrect password error. The light on the the sync module went from blue with flashing green to just red while it was trying to connect to the blink servers, it has done this everytime, not sure if that means anything

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    Well the red confirms that it hasn't reached the Blink server. But it's difficult to fault find from a distance. Blink do have a support link, perhaps you could try that? 

    • Leesenior83's avatar
      Leesenior83
      Tuning in
      10 months ago

      i can give it a go but looking at the original post that started this thread I think they will simply point to the virgin equipment, given the virgin engineer sorted it in 10mins it is porbably a relatviely simple fix, virgn kit in general seems to be difficult compared to other suppliers Ihave had in the past 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    Yes. VM Hubs are basic and limited in function. One reason why many users get their own router.