New hub now blink doesn’t work

[jimred]

i need some help please, i renewed my contract and i received a new hub which i fitted today, all seem to be working but my blink system wont connect despite putting in the correct password, it was working fine with the old router.

my laptop ipad and alexa are all working fine, spoke to Blink its a router problem but Virgin are so unhelpful all i want to do is go back to my router but apparently they cant do that!

i have been cut off twice and been on the phone over a hour…..please help also i am not very technical-understatement!

why is nothing straightforward with them they must know people contact blink to the hubs, its always scary upgrading!

thanks

james

[Leesenior83]

yes the wifi network still showed up, but still said my password was wrong, i entered multiple times, double checking each time and the password is definately not wrong

[Leesenior83]

not fixed yet no. I have only just joined the community, I thought I would get an notification when someone replied to my message, I dont, not only that, i cant actually see a way to get back to this conversation from the home area, i had to search "blink module hub 5" and search for the thread. Am i missing something? Everything about virgin's websites seems very difficult to navigate with it often sending you in circles.

[jpeg1]

VM downgraded this website last year. Everything is more difficult now and despite many complaints they have left it like this.

With a new Hub, you have to start Blink again from scratch. You have to delete the Blink devices completely from the account and start again from new.  This has always worked for me, but I use my own router

[Leesenior83]

tried deleting all the blink stuff and starting from scratch, made no difference, still getting the same incorrect password error. The light on the the sync module went from blue with flashing green to just red while it was trying to connect to the blink servers, it has done this everytime, not sure if that means anything

[jpeg1]

Well the red confirms that it hasn't reached the Blink server. But it's difficult to fault find from a distance. Blink do have a support link, perhaps you could try that? 

[Leesenior83]

i can give it a go but looking at the original post that started this thread I think they will simply point to the virgin equipment, given the virgin engineer sorted it in 10mins it is porbably a relatviely simple fix, virgn kit in general seems to be difficult compared to other suppliers Ihave had in the past 

[jpeg1]

Yes. VM Hubs are basic and limited in function. One reason why many users get their own router. 

[Leesenior83]

fixed it. Found the answer on reddit see below

"Hold reset button while plugging in (should update firmware)

Turn off your mobile data but stay on the WiFi connection on your phone while registering the module"

Not sure if it was the mobile data or the firmware update but my module is a good 4 years old so could have been that.

[jpeg1]

Well done 🙂

[Nickimacleod]

Hi

Anyone else still having MAJOR issues with this? 😞

I've tried everything listed here and literally spent 2 days at my wits end but still can't get it working.
Having the same issue where Blink app can't register the module following a change of Virgin Hub 3.
It's going through the process okay but then failing at the password stage for the Broadband password.

I've tried the following - 
- Disabled 5G in settings and restarted Hub.
- Tried it with mobile data turned off.
- Even tried disabling the broadband password.  The app saw that it was an open connection and went on to try and connect but still came back with the same error saying that the password was incorrect even although it was an open Broadband connection.
- Tried uninstalling and reinstalling the app.
- Tried setting it up as a new household rather than existing household.

No matter what I try I keep getting hit by the error saying the Broadband password is incorrect.  Completely at my wits end and unsure what to do next. Not too familiar with all the settings in the router settings page so don't want to play around with it too much but literally pulling my hair out.

Any help would be amazing 

Thank you 🙂