Forum Discussion

toptail's avatar
toptail
Joining in
4 months ago

Virgin Media Hub no longer working

Hi,

My Hub 5 is no longer working. I have tried turning it off and on again, but during boot up it seems to get stuck at the flashing green light. I believe this is supposed to be a download of a software update, but it has sat like this for several hours, and does not seem to come out of it.

There was a lightning strike quite close to the house yesterday at around 2pm, although it did not strike the house. The hub has not been working since then. Immediately after the strike, the red light was flashing. I switched it off and on again at that point, and it has been getting stuck at the green flashing light ever since.

Please help, I have no internet and no home phone. Thank you 

15 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    4 months ago

    Check for local faults on 0800 561 0061 and try a 60 second pinhole reset of the hub. 

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    3 months ago

    Hi toptail 

    Thanks for posting and welcome back to the community. Apologies for the Broadband and Phone issue. You are affected by an area issue. F011993584 is the fault number. The estimated fix date is tomorrow at 9am. Hopefully all fixed sooner for you.

    Best wishes.

    • toptail's avatar
      toptail
      Joining in
      3 months ago

      Hi John_GS

      Thank you for getting back to me. The problem was not fixed yesterday. I have checked the service status today and it now says that the problem will not be fixed until 22 September at 13.09. I have not had any broadband or a home phone for 6 days, and you are telling me it will be another 5 days at least. To say I am not happy would be an understatement! 

      I would like to make a few points:

      1. The broadband issue in the area is described as intermittent. My broadband issue is not intermittent, it is completely dead. The hub just sits there flashing a green light. The phone line is plugged into the hub so it does not work either.
      2. Could you tell me when area issue F01993584 first arose please, and what was the cause?
      3. The hub went off at exactly (and I mean exactly) the moment there was a nearby lightning strike (2pm 0n Friday 12th September). The house was not hit, and there is no damage I can see to the equipment or incoming fibre.I think this is more than a coincidence, and I think my hub is the problem.
      4. I have tried resetting the hub by rebooting it and also by doing a factory reset using the small button on the base. both to no avail, it just returns to the flashing green light.
      5. I have been without a service I am paying you for for 6 days and possibly another 5 or more. I have had to pay for extra mobile data to try to tide us over. The inconvenience is enormous.

      Please help me on this matter. I keep getting fobbed off with the area issue, and get sent around in circles on your help lines. This is not some minor intermittent inconvenience, please send an engineer with a new hub or let me talk to someone human.

      Thank you

      Toptail

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Did you try Pressing RESET for 60 seconds, then keep the Hub 5 Powered ON,
    to revert to the factory settings ? 

    • toptail's avatar
      toptail
      Joining in
      3 months ago

      Thank you Client62 and Cardiffman282 for your suggestions. I have indeed done the factory reset. Virgin web page recommends only that it is held for more than 10 seconds, not sure where the 60 seconds comes from. In the event I held the button for 30 seconds, but by then the white light was on steady again. So I released the button, and the hub then eventually returned to the flashing green light. I logged into the hub settings using 192.168.0.1 and the password on the base (ie factory default) and it logged in. The rest of the settings also were factory defaults, so I assume that the reset was successful, but it has not solved the problem as the internet connection is still dead.

      • legacy1's avatar
        legacy1
        Alessandro Volta
        3 months ago

        change hub to modem mode with a wired PC unplug replug Ethernet cable and Wireshark with filter:

        port 67 or port 68 or arp

        Wireshark • Go Deep

        maybe the DHCP server in your area is dead?

        or the IP you get in router mode is non routable 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    3 months ago

    No amount of resetting will help whilst your hub has lost its connection to the Virgin Media network. A lightning strike can cause serious damage to coaxial cables and cabinets, and it seems highly likely that this is why it's taking so long to fix the fault.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Press for 60 seconds + VM Hub power remains on is the only process that reliably works. 

    We are all quite aware of the incorrect instructions on VM's website, they have frustrated many users of Hubs 3 / 4 / 5 for years. Pressing for too short a time period does not start a full reset to the shipping condition, and turning the Hub off early will abort the reset process.

  • toptail's avatar
    toptail
    Joining in
    3 months ago

    I have come to the conclusion that Roger_Gooner is correct. I have reset and rebooted the hub many times over the last few days. The hub is simply not connecting to the internet because (maybe) the lightning strike did some serious damage to the network. Virgin says there is an 'area fault' but this is how they describe the problem on the service status:

    'You might find that your Virgin fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then'

    Virgin, let me tell you this is not an intermittent problem that is happening now and then! This is a complete service failure that has gone on for a week now, and according to your estimate will continue for another 4 days at least. Please be honest with me.

    Can I ask the forum please, is there anyone else in the Maidenhead/Taplow/Slough area that has similarly had no connection for the last week?

     

    • Client62's avatar
      Client62
      Alessandro Volta
      3 months ago

      Ask the folks in your street if they are having the same issues.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      3 months ago

      Hi toptail 

      Thanks for coming back to the thread. We're sorry it's not resolved. The issue was first logged on the 12th September at 19.45pm.

      The current estimated fix date is the 22nd but I do hope it's solved sooner for you. 

      • toptail's avatar
        toptail
        Joining in
        3 months ago

        Thank you for the update. As you correctly point out, the problem is not resolved yet, and the latest estimate is 22nd September. I live in hope, but as this is only an estimate it may well take longer.

        When I have a full service back up and running I will post this on the forum. Watch this space!

  • Tudor's avatar
    Tudor
    Very Insightful Person
    3 months ago

    If there are any area faults VM will not send any technicians out to users until they are rectified.