Hive hub 360 not picking up virgin wifi and therefore not working

[Dchurch]

I have a virgin hub 6. When trying to set up my hive 360 hub, it won't show my virgin Internet as an option in the list. 

[Dchurch]

I have had enough. My Hive heating system, baby camera and Ring alarm systems are all not connecting to the Virgin WiFi. I have wasted hours of my life on your forums trying to get this fixed, I have changed the router settings, I have tried everything.

I have a newborn baby, a toddler and a full time job. I am paying you a significant monthly fee and nothing works. I am not prepared to spend one more second of my time trying to fix this. I should be spending time with my family, not endlessley trying to fix your awful sysyem. Either send someone around to find a solution immediately, or tell me how I can cancel my contract so that I can go to another provider.

Hive and Ring are used by millions of households. How is it possible you have developed something which is incompatable.

I don't want to hear that someone is going to phone me. I want someone at the house to sort this, or I want to leave. End of story.

I should add that the worry of not having a functioning heating system or security system is causing me significant stress. I want to hear from you immediately as to how you will fix this.

[Kath_F]

Hi Dchurch, 

Thanks for coming back to us in the Community. We're sorry to hear that further issues have come up. 

Checking things this end, it looks as though the hub is showing as offline. I can also see there is an area fault affecting you currently. The details of this are below: 

• ➡ Fault reference number: F011163961
• ➡ Estimated fix time: 23 JAN 2024 18:00
• ➡ Description: Status report  ||  You might find that these services are intermittent at the moment: Virgin Fibre and  Voice services. We are sorry and working hard to resolve this for you.

This is likely why the hub is currently showing as offline. Whilst I don't believe this outage will be the reason you're having the issue, we do need to wait for this to clear before we can run further checks. 

We're unable to send an engineer for a WiFi issue where the device isn't connecting I'm afraid but we can talk you through a few steps. I think it would be best to completely reset the hub and then start again but I would wait until the outage has cleared. 

After 6pm this evening, please try the following and let us know how you get on:

• ➡ Perform a pin hole reset on the hub. Make sure you hold the reset button in for a full 60 seconds to allow the hub to completely reset. 
• ➡ Once this is done, please follow the steps that were posted by jbrennand which will separate the 2.4Ghz band and 5Ghz band.
• ➡ This should allow you to connect your hive system to the 2.4Ghz band and therefore work correctly. 

If it doesn't, please let us know what error message you're getting so we can then investigate this further to provide some further steps. 

Thanks, 

[oliviasmay]

I spent around 3 hours on the phone trying to solve this exact issue yesterday with a Virgin Hub 3. Virgin tell me it's a Hive issue, Hive tell me it's a Virgin issue, can anyone suggest what to do, I've tried all the steps detailed here and anywhere else I found and nothing is working. Also, despite the ridiculous numbers of complaints online, both companies are surprised when I tell them I'm having problems and tell me that they don't know of any issues!

[Dchurch]

I have problems with Hive, Nanit (baby camera), Ring, Tonie box (sons toy)....its never ending. But I guess none of that is down to virgin. All worked fine with BT. No issues. 

It's not only the fact their system is not compatible, but the fact it takes them over a month to sort it. Every time you contact them you have to answer 6 security questions, despite having given them the same answers 7 days before. 

I finally had an appointment for them to come and look at it, but they cancelled without telling me. I waited in all day. Have another appointment on Friday, let's see what happens. 

Awful company and awful product.