Virgin Media Community

[bo8er]

I just join Virgin Media Hub 3 last week and am really disappointed with it & the customer service. This afternoon I called customer service & spent more than 3 hrs, keep disconnected & they didn't bother to call me back.

Why my Hub 3 can't detach my NVR using Ethernet cable? It seems like the Hub 3 has problems, and I want to leave it now, really disapponted, just join 1 week ago.

[MikeRobbo]

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@bo8er wrote:

I just join Virgin Media Hub 3 last week and am really disappointed with it & the customer service. This afternoon I called customer service & spent more than 3 hrs, keep disconnected & they didn't bother to call me back.

Why my Hub 3 can't detach my NVR using Ethernet cable? It seems like the Hub 3 has problems, and I want to leave it now, really disapponted, just join 1 week ago.

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Do you mean that the NVR can't connect to the Hub 3 using ethernet cable ?

[bo8er]

Hi Mike,

Thanks for your reply. Yes, it can't detect my NVR. Keep trying to change the other Ethernet ports, but still the same, keep changing other ethernet cables but still the same.

I can't use all the ethernet ports at all, in fact when I connect my computer using ethernal cable, it can't detect at all.

[MikeRobbo]

Try a pin hole / factory reset using this exact method ...

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 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.

[bo8er]

I had done it/pin hole resetting yesterday but still the same. 

[MikeRobbo]

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@bo8er wrote:

I had done it/pin hole resetting yesterday but still the same. 

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Did you use the exact method I gave you ?

[bo8er]

Yes, yesterday I was guided by Virgin customer service on the phone.

I just turn on my computer & check it again using Ethernet cable connected to my computer, and it detect my computer using ethernet cable now, but still not detect my NVR, even keep changing the cable. The yellow light is on, but not detection at all.

My previous provider modem detected my nvr straight away when I connected to my nvr, but not this Virgin Hub 3

[carl_pearce]

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@bo8er wrote:

Yes, yesterday I was guided by Virgin customer service on the phone.

I just turn on my computer & check it again using Ethernet cable connected to my computer, and it detect my computer using ethernet cable now, but still not detect my NVR, even keep changing the cable. The yellow light is on, but not detection at all.

My previous provider modem detected my nvr straight away when I connected to my nvr, but not this Virgin Hub 3

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What is an NVR (Network Video Recorder?).

It's not by any chance set to a static IP outside the range of the VM HUB (VM is 192.168.0.x, other ISPs are 192.168.1.x)?

[bo8er]

Yes, Network Video Recorder.

I just spoke with customer service & they have admitted Hub 3 ethernet ports have problems. They agree to send their senior engineer to fix the problem & replace it with Hub 4, so I will wait & see, if they can't solve the problem, I can leave without any pinalties.

I really hope the engineer can fix it !

I can't do anything at moment until the hub can connect & detect my nvr.

[carl_pearce]

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@bo8er wrote:

Yes, Network Video Recorder.

I just spoke with customer service & they have admitted Hub 3 ethernet ports have problems. They agree to send their senior engineer to fix the problem & replace it with Hub 4, so I will wait & see, if they can't solve the problem, I can leave without any pinalties.

I really hope the engineer can fix it !

I can't do anything at moment until the hub can connect & detect my nvr.

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Could you answer my question regarding the IP address?

If the IP address is statically set on the NVR the HUB would not detect it in a different range.