Unable to factory reset hub 5

[Leeroy1]

Hi,

My house experienced a power cut yesterday and since the Hub 5 restarted I am no longer able to connect to it via my laptop or firestick, but I can with my mobile. I thought I woud try a factory reset but this function does not appear to have reset the device as I can still login to http://192.168.0.1/ with a password I have created.

Does anyone actually know how to reset the hub to its factory default? I have tried the pinhole method and the web interface method but these appear to have done nothing.

Thanks.

[Cardiffman282]

Call it in as a fault on 0345 454 1111 

[Leeroy1]

Thanks for that, got through to someone , they ran some diagnostics but said I need to wait 24 hours.

Anyway, the log is reporting critical errors so I'm not holding out much hope 24 hours will make a difference.

31-01-2024 18:22:49	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2024 18:00:07	notice	REGISTRATION COMPLETE - Waiting for Operational status
31-01-2024 18:00:03	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2024 17:59:56	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2024 17:59:49	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2024 17:59:47	notice	Honoring MDD; IP provisioning mode = IPv4
31-01-2024 17:59:26	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2024 17:59:25	critical	Cable Modem Reboot because of - HW or Power-On Reset

[Tudor]

You must not follow VM guidelines for a pin-hole reset, they do not work.

Hold the switch in for 60 seconds and then release. The hub will reboot all by itself, do NOT power off, leave it to initialise. 

[Leeroy1]

I tried that, but my phone was still connected to the wifi the whole time. It's like the reset button is completely ignored.

[Leeroy1]

So the 24 hrs has passed, can comebody from Virgin Media please arrange an engineer to visit please?

[Tudor]

This board is not the prime way into support, the telephone is. VM staff members get to posts after 2 or 3 days from the last posted entry, so if you keep bumping a post it goes to the bottom of the queue. 

[Sabrina_B]

Hi @Leeroy1 👋.

Thanks for reaching out to us. We would need to run diagnostics on your equipment to assess the issue, for that we need to bring you into a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina