Menu
Reply
mhagon
  • 2
  • 0
  • 0
Joining in
126 Views
Message 1 of 3
Flag for a moderator

I cannot reset my Hub 3

We have been experiencing intermittent broadband for some time.
This morning I could not connect for any prolonged period (e.g. more than 5 minutes) without the connection being lost for a period.
I tried restarting the hub (several times) and unplugged the extender but the problem remained.
I tried several help articles and followed the Help options on the "My Virgin Media"             web site.
From https://my.virginmedia.com/home/index I selected Help|Help fixing an issue, https://www.virginmedia.com/help/fix-an-issue.
From here I selected Broadband and then"intermittent connection", https://www.virginmedia.com/help/virgin-media-intermittent-connection.
I then selected the option with power light on and to the question "How many devices are you having problems with?" I selected "More than one device".
"Have you checked Service status for local outages in your area?" - Yes, for broadband is says "No known issues"
"Have you rebooted the Hub recently?" - Yes
I am then told to reset the Hub:
"Factory reset the Hub...you’ll need to set these up again after the Hub has reset."

These instructions have failed to reset the Hub, for instance the changes to the network name and password were not reset and all devices connected to the Hub on the existing credentials (albeit with intermittent internet).

I have also tried to reset the Hub by holding down the reset button for a whole minute (https://community.virginmedia.com/t5/Forum-Archive/My-Superhub-3-will-not-reset/td-p/4109030), I have tried resetting using a "30-30-30" rule found on another site. I have tried each of these and waited for 10 minutes for the Hub to settled down.

How do I perform a reset?

Thanks,
Mark

Tags (2)
0 Kudos
Reply
jbrennand
  • 23.89K
  • 2.53K
  • 4.34K
Very Insightful Person
Very Insightful Person
96 Views
Message 2 of 3
Flag for a moderator

Re: I cannot reset my Hub 3

Note that a pinhole reset on a Hub3 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

See if that sorts it.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
mhagon
  • 2
  • 0
  • 0
Joining in
79 Views
Message 3 of 3
Flag for a moderator

Re: I cannot reset my Hub 3

Thanks for the very clear instructions.

Unfortunately, I still had to call tech support and they’re sending a new box.

Best,

Mark

0 Kudos
Reply