Connecting BT mesh to hub 5

[Amarea]

Hi all

We are returning customers to Virgin, having previously had a hub 3 or 4 to which we connected a BT Whole Home 3 pod mesh system. This mesh has worked with all other routes, including our most recent non-virgin router. However, we can't get the mesh pods to connect to our new hub 5.

We've tried it in router mode (with and without WiFi), modem mode, and we've factory reset both systems but when we plug the main mesh pod into the hub 5 it still says it's getting no connection, no matter which ethernet port we use. 

Has anyone had a similar problem?

Thanks

[carl_pearce]

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@Amarea wrote:

Hi all

We are returning customers to Virgin, having previously had a hub 3 or 4 to which we connected a BT Whole Home 3 pod mesh system. This mesh has worked with all other routes, including our most recent non-virgin router. However, we can't get the mesh pods to connect to our new hub 5.

We've tried it in router mode (with and without WiFi), modem mode, and we've factory reset both systems but when we plug the main mesh pod into the hub 5 it still says it's getting no connection, no matter which ethernet port we use. 

Has anyone had a similar problem?

Thanks

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Do you have anything else connected to the HUB 5 via Ethernet, or just the BT mesh system?

Have you tried rebooting the HUB 5 after the BT mesh system is fully powered on?

[Adduxi]

Hub should be in Router mode for BT disks. 

https://m.youtube.com/watch?time_continue=42&v=S9PBGti6HGg&embeds_euri=https%3A%2F%2Fshop.bt.com%2F&...

[Amarea]

Yes, we've tried it with just the BT plugged in by ethernet and with our Virgin media box plugged in as well. Neither version provided a connection. We also followed a previous community answer about plugging in the booted mesh pod and then rebooting the hub but that also didn't work. We've found nothing online so far that's worked.

[Tudor]

Have you fully reset the BT system to be in its initial state, it might be remembering old IP addresses.

[Amarea]

Unfortunately yes, we've done a factory reset on both systems twice to see if that was an issue but still no luck.

[Adduxi]

The BT disks will not work on their own.  They need to be plugged into the VM Hub.

So are you saying you get no wifi or cabled broadband from the Hub as well?

[Amarea]

When I plug the primary pod into the hub 5 by ethernet, the pod says it's not registering a connection to the hub, even when the hub has been rebooted after plugging the pod in.

[Lee_R]

Hi Amarea, thanks for posting and welcome to our community.

Sorry to hear your BT mesh is not working with our hub 5.  And sorry for any inconvenience this may be causing you.  As this is 3rd party equipment, there's not much we can offer in support.  However I would like to have a look at your account, to see if there's scope for getting you our fantastic pods as a part of your package.  I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[jpeg1]

This is very strange. I've used the BT discs for years, with several different routers, and never had a moment's trouble connecting them. 

Have you tried using a different disk as the primary?  With a new cable?  In different Hub sockets?