Forum Discussion

Thripster's avatar
Thripster
Tuning in
8 months ago

Re: Hub 5 not recognizing password and is not recognized on Virgin Connect App

Hello,

 

My phones are no longer making/receiving calls (shown as 'Disabled' when interrogating router). As an attempt to fix it I have reset the Hub 5 to default factory settings. Now the router will not accept either the password as shown on the label on the bottom (which is what it asks for when rebooting the router). Nor will it accept my original password. I need competent technical assistance please and not references to resetting the router etc. Please provide a phone number which is answered by a human who is able to help or allows me to book an engineer. Please note that your replies are being recorded for future reference.

2 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    Regardless of what VM's notes may say ...

    To perform a factory reset :
    1) press and hold the Hub 5 RESET button for 60 seconds,
    2) then leave the Hub powered on to revert to the shipping condition.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    8 months ago

    This is not a hot line in to get that done - its a community discussion forum - that said - to get it done...

    ... There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
    If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.
    


    Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

    You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/FaceTok. etc) - so try them all.



    FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.