After installing my new hub 3 (replacement for hub 2) I am unable to access the internet. All lights flashed as expected and solid white light is displayed, but yet I am unable to connect. I’ve logged in to the router and run diagnostics which state wifi and cables all fine, but no internet (access denied). Have checked all cables, restarted twice. Not sure what else to try. Can anyone offer some advice?
Further update: Just called the number, an automated message said we have been sent new kit and the internet is already activated so no need to activate. I’ve sent a text message to the number on the virgin website to try get help.
Thank you Mike. Completed the factory reset as instructed - looked promising at first as the light sequence was slightly different and seemed to take longer, but unfortunately still the router is still not receiving internet. I’ve unplugged it and plugged the old one back in now, which is all working fine using the same cables. Do you think I need to wait for a technician to reply via the texting service, or should I just call them directly...? Thanks for all your advice!
Thats interesting, reading on the forums activation problems seem to be quite common. Hopefully someone will be able to remotely activate for us but still haven’t had any response at all to the text (even an automated one). I’m going to send them another to try jog them along.
Tried yesterday, and after pressing 1 to confirm phone number is the one registered to the account, received an automated message saying the new kit we had been sent was automatically automated, with no opportunity to speak to anyone provided. I might try again but press 2 and see what happens...