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Hub on orange light - intermittent internet connection

Hi, My virgin WiFi Hub has got a constant orange light and our internet is working intermittently. This is worrying as we are both working form home full time.
I have:
- turned it on and off at the wall
- checked all cables, switches etc for loose connections
- pressed reset button for 15 seconds
and the orange light is still on.

I did called a few times to report it but i can never get through to speak to anyone. It has been the same for 2 weeks and I still get nowhere when calling. I am also using the text service now to see if I can get some help.

I am a new customer to since June so my Hub is brand new. I had numerous issue with my connection last week and had to drop out of meetings a few times.

Please help

Estelle

 

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Alessandro Volta
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Re: Hub on orange light - intermittent internet connection

Which Hub is it ?

Carry out a factory reset on the Hub …

DO NOT DO THIS if the password on the base of the Hub is not legible or missing.

Instructions for Hub 3

Disconnect all unneeded ethernet cables from the rear of the Hub.

With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once a steady white and no other lights are illuminated check your system again.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Hub on orange light - intermittent internet connection

The Hub is the Hub 3 and I have done all the above but the light still orange. 

What else can I do?

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Alessandro Volta
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Re: Hub on orange light - intermittent internet connection

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 7
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Re: Hub on orange light - intermittent internet connection

Hi Mike,

Thank you very much for your help. I followed all steps and light still orange.

I do have some internet access but it keeps dropping. I have also reported it by messaging Virgin. I hope they are going to find a solution.

the Hub is brand new and should be working fine.

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Message 6 of 7
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Re: Hub on orange light - intermittent internet connection

The issue is still happening but it is very difficult to speak to anyone. I tried by sms but when they contact me I am away from home (school drop off or pick up) but then wait all day for any phone call.

Does Virgin look at any of the comments?

 Thanks 

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Re: Hub on orange light - intermittent internet connection

Issue resolved with a new Hub!

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