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Hub Not Found - Resetting theHub not working

pauleyf1
Tuning in

Can someone from virgin help me please - urgent

For the past 4 days we have a problem with our Hub as follows 

  • No 5G Signal being emitted from Hub only 2G
  • Hub will not reset
  • Broadband speed low
  • Keep getting a message "looks like there there was a problem when we tried to rest the hub" 😞
  • Virgin Media App will not load - says cannot find hub

We have been most patient and are now frustrated, if you try and contact support via phone its a nightmare

 

Thought i would ask on here, as support from here previously has been good

Help Please

 

Thanks Paul

 

 

 

4 REPLIES 4

Client62
Legend

For prompt help with faults contact VM Customer Support on 150 or 0345 454 1111 from a non-VM phone.

Alex_RM
Forum Team
Forum Team

Hi pauleyf1,

Thanks for posting and sorry to see you've had some issues with the hub. 

Just to confirm, are you unable to do a factory reset? You can do this by pressing the Hub's pinhole button for 10 seconds with the tip of a pen and leaving it for 5–10 minutes to start up.

Alex_Rm

pauleyf1
Tuning in

Virgin media support = Hours of frustration and get nowhere. Responses include:

We will call you back in 24 hours = No call back

The app is down - we will sort in 5 days and call you back = No call Back

Chat tab, as now also being overcharged = does not open

Service = Non existent, sorry. unless there is a marked improvement, i will not be renewing again

Expected response from this post = Zero 😞

Client62
Legend

To perform a manual full reset of the VM Hub, Press the RESET button for 60 seconds, then leave the Hub powered on to revert to the shipping condition i.e. back to using the Hub + Wi-Fi passwords of the bottom side sticker.