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johndoe76
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Message 1 of 16
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Area upgrade - No internet as Hub3 not supported!

Hi,

VM had a planned upgrade in my area yesterday which was due to end at 3pm. I rang VM as my internet did not return. I was told my Hub2AC is too old to support the upgrade? I now have to wait two days for a replacement hub. Is this very poor planning by VM? Surely they are aware of any Hub2AC's that are in use in my area before their upgrade?

Any advice?

 

Thanks,

 

John

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DJ_Shadow1966
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Message 2 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

Hello

That very hard to understand as the hub 3.0 is the latest hub that virginmedia offer and only if your in Manchester or Southampton and on the 1Gbps service would you ever get the hub 4.

Can you please power off the hub for at least 30 seconds and then power back on can take several minutes to stablise, give it at least 5 mins and then report back on the status of the lights on the hub 3

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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johndoe76
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Message 3 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

Thanks Mike,

I'm in Manchester area on the 200mbps. I've done the power off and on. Blue tick, blue power on, flashing blue up/down arrow.

Cheers,

John

***Apologies its a super hub 2 AC***

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DJ_Shadow1966
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Message 4 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

Hello John

Thank you for that, well the information means not connecting to the internet, can you please just click at the top right of this page where it says "Check Service Status".

Just for our own sanity can you please just check that the coaxial connector in back of hub is finger tight.

As I said the latest hub for you will be the Hub 3, don't know why they told you that not supported on the upgrade, has nothing to do with it.

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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johndoe76
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Message 5 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

Thank Mike.

My mistake, it's a hub2AC not a hub3.

Cheers,

John
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DJ_Shadow1966
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Message 6 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

Hello

Ah right that explains it have you ordered a hub 3 ?

If not you can order one yourself - https://www.virginmedia.com/shop/hub-swap.html?buspart=uk_app_connect2_hubswap

Looks like we are cross posting I reply you reply.

Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Message 7 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

i think you are getting BS from whoever told you the 2ac is not compatible - but to be sure lets ask VM

@ModTeam - this sound complete rubbish can someone comment please 

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Tony
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johndoe76
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Message 8 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

On the call to VM yesterday, they said the replacement should arrive on Thursday. So, no internet yesterday or today. I just thought VM would have already upgraded the hubs before doing the service upgrade in the area that's all.

Cheers,

John.
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Message 9 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

as said above i dont think its the hub thats incompatible - you have done a reboot - try a reset and then wait for VM to get here 

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Tony
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johndoe76
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Message 10 of 16
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Re: Area upgrade - No internet as Hub3 not supported!

They said they are sending out the newer hub. The question is - will this fix the issue?
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