Internet access denied

[TruthSeekerUK]

I was in the middle of doing something on my pc when the hub decided to update on Saturday the 19th of March. And it has been stuck on updating ever since ( six days ) I went into the router home page and everything was fine but it said internet access denied. I have checked all the wires which are secure, I rebooted several times and even factory reset the hub. Nothing is resolving the issue. Seeing as I pay £77 a month for this broadband service I would like to see it working again, I also have several online subscriptions which are going to waste seeing as I now have no internet access. I have been a customer for over ten years and never really had any issues like this.

regards

jay

[TruthSeekerUK]

Hi

 I have had no broadband since the 19th of March. I have been with this service for some fifteen plus years and know everything there is to know about connections, wires and re-booting my router. It went of on the 19th of March while I was in the middle of doing something on my PC. It showed that it was updating but never got back to a solid white light. I went into the routers homepage to check and it stated that it was fine but that the internet access was denied. All the wires are soundly secured so this is not the problem. Help is needed as I am now into the second week of the internet being off. My account was created so long ago that I cannot remember my user name or password to try to resolve the issue over the phone. As of now all avenues have been exhausted. Maybe I just need a new router. 
Many thanks. 

[jbrennand]

See if there are any known network faults first... As well as trying the “check service,”Area status webpage" (link at top right of this forum), 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 down to postcode level.

Then try another pinhole reset as a reset on a VM Hub 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 If not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) 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

See if that sorts it.

Report back here as soon as...

[TruthSeekerUK]

Hi

I rang the number which said there was no known issues in the area (other websites state that quite a few are having issues with various things) I reset for sixty seconds and it went into updating mode. I went into the router to run diagnostics and first time it said access denied and on another page the status was still updating, alas yet again it is stuck on updating.

thanks. 

[jbrennand]

I have asked VM to come here and take a look ... may be tomorrow now but keep checking

[TruthSeekerUK]

Ok thankyou very much. 

[Hayley_S]

Hello @TruthSeekerUK,

Welcome, thanks for posting.

I am sorry for any issues with your connection, I was unable to locate an account using your forums details.

I will send you a private message now, please look out for a purple envelope.

Many thanks,