No wi fi connection

[Gill9225]

All our devices can not connect to the internet..i keep getting an Authorisation error has occurred message appear.on tv, laptops, mobiles etc.  Have rung Virgin 3 times now who keep telling me the router and connection are fine.  However we can not connect and an engineer is coming Tues so have no internet connection. Has anyone else had this problem, getting very fed up with virgin.

[jbrennand · Accepted solution]

If its worked before and just stopped (has it?) then try this as a last chance...
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Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first !

With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, and leave for 5’ to stabilise - dont manually switch it off at any time.

Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/should be and see if you can now connect

[Ashleigh_C]

Hi there @Gill9225 

Thank you so much for your post and welcome to the forums, it's great to have you here. 

We are so sorry to hear that you have been facing this issue with your services, and thank you to jbrennand for their help so far. 

We are glad to hear that you have had an appointment with an engineer booked. Are you able to let us know how things are looking after the visit? 

Thank you.