Brand new customer - can't log in to router.

[Spannerman1]

Hi.

My Virgin connection was installed on Thurs 21st March and I've never been able to log in to the Hub 4 router to change configuration settings. 

I've read all the post on this Forum. 

I'm about to cancel my contract, since I am still within my initial 14 days.

Is there ever going to be a solution to this? From what I have read a new router will not solve the issue. 

[jbrennand]

Try the factory reset one last time as they are notoriously flaky... do it this way...

__________________

With the Hub switched "on", and co-ax still connected, disconnect any ethernwt cables - then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 5' or so to initialise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base. The SSID and passwords will revert to those on the sticker too. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub.
You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one.
See if that sorts it. If not try again and hold the pin for 2 minutes
If that doesn’t sort it wait here a day or so for a VM person to sort it for you.

[Paul_DN]

Hi Spannerman1,

Thank you for reaching back out, I have been able to locate you on our system with the details we have for you and cannot see any issues, all in spec no errors, jbrennand is right in what he has said and what was advised, did you try this again and did you keep the pin pushed in for 2 minutes, if you are still unable to get into the Hub setting page I will invite you into a private chat, please click on the white envelope if needed,

Regards

Paul.

[Spannerman1]

Hello Paul,

I have tried all the reset options listed in various posts on this Forum.

I left the Router unplugged overnight at some point over the weekend. I actually managed to log in to it last night, using the default password. I managed to change the name of the Wifi and all of my IoT devices connected.

I have just seen the notifications of replies to my posts in my Junk mail folder & have just tried to log back in to the Router. This time I changed the Admin password and now I have the white page of death again.

VM Connect still can't see the Hub. I have just uninstalled it, rebooted my phone, reinstalled it and it still can't see my Hub.

Any further suggestions, or do I need to leave the Hub turned off for 12 hrs before I want to make any changes to it in future?

Regards,

Simon

[Ashleigh_C]

We are very sorry that this issue has continued @Spannerman1 let me pop you across a private message so we can take a closer look. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.