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No Internet since package change

Kracker
On our wavelength

Since my package was changed to remove TV Service I no longer have access to the internet, Hub says it is online and the phone works but I am unable to use any network devices, wired or wireless. I called the helpline last night and they just kept getting me to reboot and reset the hub which has made no difference, also I used to have the hub in “Modem Mode” but this option has now gone from the hub settings. 
If any forum team are on then you can check with Paulina from your team regarding my contract changes as she’s been dealing with it. 

3 REPLIES 3

jbrennand
Very Insightful Person
Very Insightful Person

Try a hub reset first,......

Note that a pinhole reset on a Hub3/4/5 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", and co-ax still connected, 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. The SSID and passwords will revert to those on the sticker too. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub.
You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one

See if that sorts it. If not try again and hold the pin for 90 seconds


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Kracker
On our wavelength

Hi John,

Thanks for the quick reply, unfortunately already tried that at least twice last night with the help desk along with several reboots and remote restarts by them. 
Only lost connection after package change so it points more towards a profile setting on my account then local hardware issues. 

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

Hi Kracker 👋

Thanks for providing a further update on this. I can see a member of our team has reached out to you regarding this issue in a private message. Please continue to speak with them there, so we can work with you to resolve this.

Thanks,

Reece - Forum Team


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