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Activating Hub 3

Hi, 

we recently switched from 100MB to the 1Gig Fibre, which also meant we switched from the Hub 3 to Hub 4. 

Upon setting up the new Hub 4, we had a number of issues wherein devices would just randomly keep dropping off the network, all of which had never had issues with the Hub 3 and all of which were within reasonable range of the Hub 4 box. 
So we called Virgin and asked to be switched back to our 100MB package, which they graciously did. 


Now that we’re switched back, we would like to go back to using the Hub 3, but it does not work as I believe it is not activated. I cannot get through to anybody at VM call centres as I think they’re closed. 

What can I do? We’d really like to switch back to Hub 3 as none of the devices in the house ever used to disconnect from it. Myself and my sister work from home so it can be quite frustrating getting disconnected mid calls. 

Thanks,

hassan

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Alessandro Volta
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Re: Activating Hub 3

With acknowledgements to newapollo.

 It sounds like the box hasn't been activated yet.

You need to call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.

You could also try contacting  New accounts and Set Up for them to complete the setup and activation. That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4  if dialling 0345 4541111 from any other phone

You could also try the following :- VM have recently started pre-activating their equipment, and the box should call "home" and be activated within 30 minutes, however sometimes this fails and the advice is to sign into Service status at the top of this page and run a test against the equipment you are installing. By doing this VM will be able to reboot the box or put you in touch with the right team.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Very Insightful Person
Very Insightful Person
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Re: Activating Hub 3

hmmmmmm the post above whilst informative is really for activating a new install - you are not doing that so i dont think the 0800 number is relevant - you need to use the 0845 number and get them to reactivate the old hub - they should do but its never simple

before you do that have you set up the hub4 wifi - split the bands by renaming one so devices dont wander between each band and turn off smart wifi - not sure thats in the hub4 but if it is turn it off

the hub4 gets poor reviews on here but i have just installed one and whilst i have not looked at all settings it seems as good [or bad] as the hub 3 

____________________

Tony
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Forum Team
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Re: Activating Hub 3

Hi Hassan434,

 

 

Thank you for reaching out to us in our community, I am sorry to hear you haven't been able to speak to us to activate your hub 3.0

 

I will be more than happy to help, so I can access your account I will send you an invite into a private chat, please click on the purple envelope to accept.

 

Regards

 

Paul.


 

 

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