Unable to log into HUB5 - constant issues!

[buchosmambo]

Hi All.

for a while now I am still unable to log into Hub5 using different browsers or mobile phones. I had this issue previously but it somehow fixed itself. 

Hub was rebooted by VM Call center operator about 3 weeks ago and since then I can not access it using 192.168.0.1 - all I am getting its a blank page. The same happens while using different browsers or devices. See photo below. I can leave it for 10 minutes and nothing happens. I know for 100% that there is something wrong with this router but obviously VM people tell me otherwise. 

Has anyone experienced the same problem? How can this be fixed? I want to access Hub to check what's going on with the Channels as I am again getting some connections issues.

Thanks

[Adduxi]

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

NOTE - I STRONGLY recommend using a wired connection directly to the Hub when accessing the admin console.

[buchosmambo]

Thanks Adduxi but I am using wired connection to the laptop and it gives me the same result as whine on WIFI which is blank page with that "sunshine" alike icon. This happened to me last year and pinhole reset did not help...and reconnecting the pods was absolute nightmare.... not to mention that VM Connect app takes days to reload after that reset. I will give it a go now...

[Adduxi]

Do NOT use the Connect app at this point.  There are several threads here that would suggest the app is the cause of problems.  I would uninstall the app and work on the admin console for the time being. Once you have sorted out your issues, it's up to you about using the app.

[Client62]

Usually it is the VM Hub 4 admin menu that accepts the password then displays a blank screen.

[buchosmambo]

Wow well that went well 🙂 Pressed it for 60s and literally nothing happened - even the broadband hasn't disconnected itself while I was doing 60s reset. I dont think it actually worked TBH - I know I pressed it because I felt the click but in my view nothing happened......

[buchosmambo]

Done it 3 times now and nothing happens - I timed it each time with stopwatch....

[Client62]

Does the Reset button become active after power cycling the Hub ?

[buchosmambo]

Button works but no action off the back of pressing it. I called VM and the Lady on the phone was able to reboot it and did some checks and apparently I need a replacement which will land in 2 to 5 days.... I dont know.... went to easy... I believe it when I see it...

[Ashleigh_C]

Hi there @buchosmambo 

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

I am so sorry that you have faced this issue with your Hub and thank you so much again for updating. Are you able to let us know how things are looking after the new Hub has arrived?