Forum Discussion

davem641's avatar
davem641
On our wavelength
2 years ago
Solved

Hive Hub won't connect to Internet

We had a Virgin broadband outage for most of Saturday, and since then the Hive hub wont connect to the Internet. We get a constantly flashing green light, which means it's trying to get an Internet connection.

Our internet connection is working though, generally 40mbs - yes it's slow but is quite normal for us.

I tried resetting the hub, via a paperclip, but this didnt make the Hive hub connect.

I have Virgin Hub3 in modem mode, connected to a TP-Link wireless mesh via an ethernet cable. The TP-Link network sees the Hive Hub.

Any ideas what Virgin changed during the broadband outage?

 

hive
Hub3
TP-LINK
  • swampy46's avatar
    swampy46
    2 years ago

    I have the same problem

    2 weeks ago My internet went off and when It came back on my third party router has problems getting internet now . It's temperamental now

    Some days the router works with the hub in modem mode  some days like today it's not

    I had to put the virgin hub back into normal mode today get the internet back on

    At first I thought It was a problem with my router so i purchased another router but the same thing keeps happening ...... 3 routers I have at home now testing happens to all of them.  keeps losing interent.

    Strange thing is a couple of times the routers wifi will still work but the LAN ports will not ..

    I'm using my Linkys ea9500 router connected to the hub in modem mode for years with no problem till couple weeks ago

    Seems as if Virgin has changed something to not make my routers work propley anymore

    I did phone Virgin last week and they said monitoring my connection ...then few days later had a text message saying it all looks fine but its not as my router stopped receiving internet again last night ..so I had to go back to the hub in normal mode for now for my wifi

    But the thing is i need my 3rd party router as I have much better wifi coverage for my sercurity cameras ...these are off line now as virgin hub can't connect to them not good for coverage

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago
    After you reset the Hub it would drop back to router mode - have you returned it to modem mode in the correct sequence?

    As per...
    ___________

    Once it’s in modem mode, the VM hub “MUST” then be powered off. Switch your first Mesh unit on and make sure it’s fully initialised (leave 5 min) and then put in the Cat6a ethernet cable from its WAN port to the VM hub (any port will do).

    NOW… power up the VM hub and wait 5-10 minutes for The Hub to initialise and and you should get a connection. Use the recommended App to connect the other Mesh units to the first one.

    This order only needs to be done the first time you connect the router to the VM hub. You might also set the SSID and key/password on the new router/Mesh to match that on the HUB so when you swap over, all your wireless devices should just connect automatically.


    • davem641's avatar
      davem641
      On our wavelength
      2 years ago

      Thanks John

      I've tried all these steps but still cant get the Hive Hub to work. Might try it again as maybe I didn't follow the process exactly ...

      • davem641's avatar
        davem641
        On our wavelength
        2 years ago

        Tried again but still doesnt work ... will phone Hive tomorrow to see if they can help

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Thanks natalie

    I've done it now - have reset the Virgin Hub 3 back to normal mode.

    Thanks

    Dave

      • Zach_R's avatar
        Zach_R
        Forum Team
        2 years ago

        Hi davem641, 

        Apologies for the delayed response here. I've checked over things on our systems and I'm unable to detect any issues currently. How are things for you today? Any better?

        Thanks,
         

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Hi Zac

    As I explained before, I am trying to find out why the Hive Hub box doesnt connect anymore to the Internet, since late April. Is it a problem with the Virgin Hub3 or the Hive Hub? Can you run diagnostics on our Virgin broadband connection and Hub3?

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Are you saying that there are no known issues in my local area? Can you run diagnostic tests on my Hub3? 

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 years ago

      Hi davem641,

      Is it purely the Hive that won't connect? If so, this suggests the issue is with the third party device. 

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Hi Ayisha

    If the Hive Hub doesnt connect, does this mean the problem is for sure Hive?

    Do you agree it could be possible it's the Virgin Hub at fault?

    Without any attempt to diagnose this, it's all just guess work. Could you ask one of your engineers to look at my problem?

     I could buy a replacement Hive Hub but it might not work ... what then?

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi Dave 👋.

      Thanks for coming back to us. Are you still facing the same issue with your Hive Hub since you posted this? 

      Please let us know so we can advise accordingly.

      Sabrina
       

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Hi Sabrina

    Yes same issue. I want to know why the Hive Hub won't connect to the Internet. Is it because it's broken, or is it because of a problem with the Virgin Hub3 or the broadband connection? Is it possible to work this out by Virgin running diagnostics on my set up?

    Many thanks

    Dave

    • davem641's avatar
      davem641
      On our wavelength
      2 years ago

      I dont see this problem getting fixed. Unless Virgin investigate it further.

      Or after the Virgin contract expires, then I can switch to another provider that will support Hive.

      • David_Bn's avatar
        David_Bn
        Forum Team
        2 years ago

        Thanks for coming back to us davem641.

        Can you please confirm if you have raised this with Hive, to see if they have any workarounds, or are aware of any issues?

        How has the hub performed when placed in router mode?

        Kindest regards,

        David_Bn

  • swampy46's avatar
    swampy46
    On our wavelength
    2 years ago

    I have the same problem

    2 weeks ago My internet went off and when It came back on my third party router has problems getting internet now . It's temperamental now

    Some days the router works with the hub in modem mode  some days like today it's not

    I had to put the virgin hub back into normal mode today get the internet back on

    At first I thought It was a problem with my router so i purchased another router but the same thing keeps happening ...... 3 routers I have at home now testing happens to all of them.  keeps losing interent.

    Strange thing is a couple of times the routers wifi will still work but the LAN ports will not ..

    I'm using my Linkys ea9500 router connected to the hub in modem mode for years with no problem till couple weeks ago

    Seems as if Virgin has changed something to not make my routers work propley anymore

    I did phone Virgin last week and they said monitoring my connection ...then few days later had a text message saying it all looks fine but its not as my router stopped receiving internet again last night ..so I had to go back to the hub in normal mode for now for my wifi

    But the thing is i need my 3rd party router as I have much better wifi coverage for my sercurity cameras ...these are off line now as virgin hub can't connect to them not good for coverage

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Hi David

    Yes have raised with Hive. They think it's either Virgin Hub problem or the Hive Hub is broken.

    With the Virgin Hub in router mode the problem persists.

    thanks

    Dave

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Hive say they can see that the Hive Hub is connected to the Virgin Hub, but it's not connecting to the Internet. They cant tell why and cant diagnose any further.

    Would be great if Virgin could diagnose the Virgin Hub and search for a reason, but I've asked for ages and seems unlikely.

    I cant use Hive with Virgin broadband

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      2 years ago

      Hi davem641,

      Sorry to see you have been unable to get this resolved by speaking to the manufacturer, have you tired Hive's help forums to see if anyone else has faced the same issue?

      Regards

      Paul.

  • davem641's avatar
    davem641
    On our wavelength
    2 years ago

    Thanks Paul

    I have but haven't found anything. But both sides blaming the other isn't helping solve the problem. The Hive Hub is connected to the Virgin Hub, but cant connect to the Internet. The problem is either the Hive Hub is broken, or the Virgin Hub/ connection. I need to eliminate one, so for over a month now I have been asking Virgin if they could run diagnostic tests on their kit. This support website hasn't been able to help me, so I will contact Virgin support directly.
    Thanks, Dave

    • David_Bn's avatar
      David_Bn
      Forum Team
      2 years ago

      Thanks for coming back to us davem641.

      Can you please confirm if the Virgin Media hub is having any issues connecting to any other devices at all? 

      If there are multiple devices that are struggling over a wired and Wi-Fi connection, this may symbolise an issue with our equipment/connection.

      If the Hive hub is the only device, this is likely to be an issue Hive need to address.

      Kindest regards,

      David_Bn

      • Bruffell06's avatar
        Bruffell06
        Tuning in
        2 years ago

        I am also having the same issues. Virgin was originally in my name and had the Hive installed in to my Hub 3 (via ethernet). I since cancelled and my partner signed up in her name and we had a new hub 5 installed.

        Since this, Hive shows connected in the Hub settings but constantly flashes green trying to connect to the Internet. 

        Having spoken with Hive they cannot see any issues their end and have gone through all their troubleshooting steps. No other devices struggle via ethernet and a different cable has also been tried to no avail.