Can you go into your Superhub.. and go to Check router status on the Login Page.
either by, 192.168.100.1 or 192.168.0.1
and go to Network log, and look for: CM-Mac and CMTS-MAC
and go to: www.macvendors.com and look up the Mac Addresses of both of these: CM-MAC & CMTS-MAC Addresses If they come up with ARRIS GROUP or CADANT INC. its definitely Server side.. and you and many other people have to wait for a Software or firmware update for the Superhub. to fix the problems..
As there is a known issues with the Superhub 3.0 at the moment.
I am having the same issue in setting up. I decided to pay the premium price for virgin thinking they would give a better service, but the decision looks to be the wrong one.
The previous tenant had a virgin media connection, there are 2 black coaxial cables in the house (which i assumed is after the splitter and the splitter is somewhere outside the house). There was no virgin media box as well.
I tried connecting both the cables, left it for different intervals, 30mins, 1hour, 2hour, 15 mintues. Everytime, the base LED is flashing green light.
And the funny thing is that, the technical support team is not able to tell whether i am using the correct cable or whether they can detect that the modem has been connected to the cable or not. Everytime the person told it has been activated and i am ready to go. But nothing happens. Next time when i call, the new person who attends the call would say the activation didn't happen last time, i have done it again, wait for an hour.
Finally the third time, they said an engineer is requied and he can come only next tuesday (which is 7 days from now). I don't know what is going on. Doesn't virgin have a technical team whom we can talk to and help over phone ? Don't they have a way to check whether the modem is connected to the line or not ?
I checked loging into wifi and checked the network status on 192.168.0.1, it shows DS scanning all the time.
Don't know what to do about this. Very sad that i made this decision.
Don't they have a way to check whether the modem is connected to the line or not ?
Not if the modem/Hub is not connected or activated. Most likely there is a break in the line somewhere, which needs connecting back together. Possibly at the cabinet. Or it may be that your power levels are too far out of alignment (the previous tenant could have had splitters/forward path attenuators etc which radically altered the power levels into the modem).