New hub 3 stuck in ‘Update in Progress’

[Linforth]

Hi,

I received a new hub replacement a little while ago, and finally got to setting it up today. I followed the steps on the virgin media website to replace the hub and found no issue there.

For some reason, my hub 3 has no internet. Whenever I connect via wifi, it simply says ‘Update in Progress’ and offers no further information.

I left it for 4 hours before turning it off for 20 seconds and then turning it back on. When that didn’t work, I tried a 60 second pinhole reset, which also failed to resolve the problem.

I’ve tried calling virgin media, but the automatic system can’t find any faults so no progress there. I’ve had no internet access all day, and need this remediated soon as I work from home and have some time-sensitive projects currently in progress.

[levinhphuc]

Hi,

I just received the broadband and also had same problem. How can I solve it? 

[Zoie_P]

Hi @levinhphuc,

Thank you for your post and welcome to our forums 🌞

I am sorry you are having issues with your hub. Have you been able to get online since your post?

Zoie

[schtroumpfed]

I’m facing that same issue too and it’s been more than 24 hours. No internet connection and can’t do anything on router page. Turned it off and on and reset the modem, nada. 

[Haylea02]

How an earth did you get to speak to someone at virgin??? The automated system cannot fix the problem so they are sending a technician in 4 DAYS TIME??????😭😭😭

[iamyurkas]

The same issue. And the robot by phone does not provide any option to talk to a human

[dpodopr]

Good morning team,

I've exactly the same issue. I got a new wi-fi hub 3.0 device and when I try to connect to it, I see that hub 3.0 stuck in ‘Update in Progress’. I don't have wi-fi.

Can you please take a look?

Thanks

[Robert_P]

Hello dpodopr

Sorry to hear of the service issues experienced since the new Hub 3, we appreciate you taking the time to post and welcome to the forums.

We can see you called the team earlier today, they required some details from you and it indicates you were going to call back with these. Have you been able to do so? Have you activated the Hub by following the steps outlined in the documents received with it?

Rob

[Fionn13]

I am having the same issue ,I received my modem today and I cannot get on line

[evstok]

I am experiencing the same issue and I’ve not been able to get in contact with anyone at Virgin Media. How would I go about getting someone to fix this for us?

[sacambs]

I have the exact same issue and symptoms.  Brand new connection (worked fine for the people in the house before us), but no internet, steady white light, and "update in progress" on the local router page (for 3 days now!).  People on the helpdesk keep saying they can't run diagnostics but it will fix itself.  Running out of ways to try to get through to someone who has the ability to diagnose this.  Any help is much appreciated.