Virgin Media Community

[jg4495]

I've just received a new hub 5 but can't get an Internet connection. Wires all connected, hub switched on and blue flashing light showing on front. Devices show as connected but without an Internet connection. The hub didn't come with set up instructions so fumbling around in the dark. Contacted customer services and they were hopeless. Can anyone help?

[TAZMANUK · Accepted solution]

Are you able to connect to the hub 5 via ethernet and going to its IP address 192.168.0.1 and see if you can access the hub 5 GUI.

Also check make sure their isn't a outage in the area with the service checker online

[jem101]

@jg4495 as an experiment, try reconnecting your old hub to the cable, if you get an internet connection then it indicates that the Hub 5 hasn’t been activated on your account. There should be some instructions in with the Hub 5 about calling an activation number - you will need the MAC address of the hub which should be on the sticker on the base.

[newapollo]

Hi @jg4495 

As per the other replies if you still aren't connected then you need to call 0800 953 9500 to activate the hub. 

You will need the hub serial number, and possibly your account number and area code.