• 3
  • 0
  • 1
Tuning in
Message 1 of 2
Flag for a moderator

Mobiles Not Connecting

Since getting the new Hub 4 we’ve had no end of issues. 
Currently my Samsung, my daughters iPhone 11 & my sons Google phones cannot connect to the home WiFi, we get an error message about unable to get IP address?

I've rebooted the hub a few times, nothing seems to work, tried the 60 second pinhole as suggested on here too. More frustrating now is that the tv has gotten worse, we keep losing sound & picture, sometimes both. It’s fine if I watch a Blu-ray but nothing else works, as in Netflix or NowTV etc, driving me insane.

I cannot reach a human being, given up trying to call as you either get put on hold for an hour, try a different department to then get a message that hangs up on you, or simply cannot get through at all.  Beyond a joke now, trying to work from home and Virgin are costing me money from losing client calls. 




0 Kudos
  • 20.58K
  • 2.19K
  • 3.63K
Very Insightful Person
Very Insightful Person
Message 2 of 2
Flag for a moderator

Re: Mobiles Not Connecting

See below - but why did you get the Hub4 - are you on 1GB package - or did VM just supply it to you on a "lower" speed package. If so did you have a Hub3 previously and was that working fine?


Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

A VM person should pick this up here and respond, but it can take 5-10 days for them to get here.


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