Hub 5 issues

[Rob-Kirsten]

So we've recently upgraded to HUB 5 as we have the mega volt bundle with Gig1 fibre, the Hub 5 installed today (Friday 29th September 2023) and already our virgin Intelli wifi pods no longer work, they just cycle the flashing green then blue light repeatedly and now 2 of our slightly older laptops cant even find the network despite both being 802.11n network adaptors

Any ideas on how to connect these laptops and sort my wifi pods issues out, btw before anyone says about doing the diagnostics on the pods, been there done that even phoned technical support who claimed there is an issue in my area affecting 25% customer in my area.

[jbrennand]

They need activating on your account

Call the equipment activation number on - 0800 953 9500 (option 3) – you will need the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

[Rob-Kirsten]

I'll try it thanks but i dont hold out much hope, we phone tech support yesterday who said they were aware on an issue in the area and would 'keep an eye on the situation' and after 24 hours ring us back with an update, still waiting as per norm...

[jbrennand]

Tocheck for any “known network faults in your location and estimated fix times - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

[Rob-Kirsten]

Well according to all that theres not an issue in the area anymore but the wifi pods (white ones)wont connect to hub5.  Had a similar issue with some older laptops but i fixed that with a pair of wifi usb dongles, it's got something to do with the wifi security, wpa2-aes was on hub 3 and everything worked fine but wpa2-psk is on hub 5 and the older laptops couldnt see that so I'm going to throw out a guess and say its the same with these white intelli-pods and probably find I need the new ones or somehow update the firmware properly as that will probably work with the new security setting in the wifi coding.

[jbrennand]

What do they say on the activation line?  My money would be on that not having happened yet.

[Rob-Kirsten]

its all activated apparently, I tried going back to hub 3 but thats now access denied so it looks like hub 5 activated properly, I know from the community that others have had issues with the wifi pods not connecting to hub 5 and they've had their pods replaced and all works fine again, but this is looking less likely atm.

[Joseph_B]

Hey @Rob-Kirsten,

Thank you for reaching out to us in our community ands welcome, sorry to hear your Pods no longer work since you were upgraded to an Hub 5.0. When you say the Pods flash green and blue this isn't something I am aware our pods do,, they generally just show a white light when not connected, you also mentioned the Hub 3.09. Can you add a picture of the pods you have, can you also confirm if you have any 3rd part Network equipment such as Router or boosters?
 

Regards
Joe

[Rob-Kirsten]

As requested @Joseph_B here are 2 pics of the same 2 virgin intelligent wifi pods at different times with the green and blue lights on them.  All we have in this house for internet is the new Hub 5 and 2 virgin intelligent WiFi pods (that won't connect). 1 pod upstairs the other is downstairs between the hub and front door as we have a ring video doorbell.

[Tom_W1]

Hi @Rob-Kirsten thanks for your reply here, much appreciated.

We can see that you have been in touch with us via other methods since your screenshot on Tuesday, can you confirm if this is now resolved since you spoke to us?

Many thanks