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Hub 5.0 solid white light but no internet

Weavels
Joining in

Hi - have a Hub 5.0 which is showing a solid white light, and whilst it seems to show a connection to the WiFi network, it says “no internet connection”

I’ve rebooted the Hub and checked all the connections, but am a bit stumped.
Ran a test on the kit and it just says there is an issue with our connection and to check back in 10hours. Work from home so this isn’t ideal! 
Any suggestions most welcome - thanks in advance. 

10 REPLIES 10

Client62
Hero

Connect to Hub 5 at http://192.168.0.1/   Check the connection Status / Upstream / Downstream tabs.

Login to the Hub 5 Admin menu.   See if the the Internet is Online.

Check for a street level fault via : 0800 561 0061 ( an automated service )

Thanks - called the number and it says no connection issues, but haven’t been able to connect to the Hub 5 Admin - it just says the site can’t be reached 

Client62
Hero

To reach http://192.168.0.1/  the mobile or laptop must not be using a VPN or Apple Private Relay

Hi - any VPN’s are disconnected and Private Relay is off on both iPhone & MacBook but can’t access the address on either - is there anything else I can try? 

jbrennand
Very Insightful Person
Very Insightful Person

Try a pinhole reset of the Hub

With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/want them to be.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi - I’ve done the reset on the Hub and just tried connecting again. Whilst the network is showing as being available, I’ve had a message on the MacBook saying that it successfully joined the network, but cannot reach the internet. Try restarting the modem & router, or contact your ISP. 
this is the same on the iPhone. The Virgin network shows as being available but then no further connection is made. 
still have a solid white light showing on the Hub 

The MacBook is suggesting it’s a DNS Resolution Failure 

jbrennand
Very Insightful Person
Very Insightful Person

I am all Apple and have zero issues.  However, there have been some reported on here... look at these and see if there are solutions to your issue therein...

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After a MacOS/iOS update, it may auto turn on Automatic Proxy Discovery for all Wi-Fi networks - so turn it off in network settings as per message 7. In iOs go to Settings>WiFi> tap the blue”I” icon and scroll down and make sure Configure Proxy/‘ is set to off - also that Configure DNS and Configure IP are set to automatic

https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-5-macOS-Monterey/td-p/4885920

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Check this...  no connectivity on Apple kit may be a MAC filtering issue for Apple devices - see if this has the solution for you….

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-iPhone-Apple-MacBook-amp-HP-Pr...
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Also, are you running a VPN - if so turn it off and see if that helps - also disable “Private Relay” if thats switched on in your iCloud settings on the phone/mac.

____________________________
“LIMIT I.P. TRACKING”

Switching this off solved the speeds issue here….

https://community.virginmedia.com/t5/Networking-and-WiFi/Wifi-slow-on-MacBook-Pro-but-fast-on-all-ot...
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Cant connect as password is incorrect on iPhone (& Andrex)……. this sorted it…
https://community.virginmedia.com/t5/Networking-and-WiFi/Iphone-can-t-connect-to-Virgin-WIFI-Incorre...


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks John - however the issue is not just on the MacBook & iPhone - it’s on any device, so the TiVo boxes, BT Whole Home discs, Canary cameras, Gaming PC’s, XBox etc - nothing at all will connect to that network. 
However we have a technician coming out this afternoon, so hopefully they can get to the bottom of it. 
Many thanks for the help & advice - it’s very much appreciated