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HUB 3 Cannot access router set up page 192.168.0.1

Quevelda
Tuning in

on ‎17-07-2024 09:33

I have a HUB 3. I have used it in Modem mode for a few years with a TP Link Deco mesh system. However, over the past week, I have established that the HUB 3 is not working even after 60 minute pin reset. I cannot access the HUB 3 setup page.  Virgin Media will not replace the HUB without sending an engineer first.  This means further delay.  Can I get a new HUB 4 or 5 or some help on what more should I do please?

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4 REPLIES 4

Quevelda
Tuning in

on ‎17-07-2024 07:00

I have a HUB 3. I have used it in Modem mode for a few years with a TP Link Deco mesh system. However, over the past week, I have established that the HUB 3 is not working even after 60 minute pin reset. I cannot access the HUB 3 setup page.  Virgin Media will not replace the HUB without sending an engineer first.  This means further delay.  Can I get a new HUB or some help on what more should I do please?

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goslow
Alessandro Volta
In response to Quevelda

on ‎17-07-2024 08:33

You need a tech visit to swap out a hub. Phone it in as a fault.

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Tudor
Very Insightful Person
Very Insightful Person
In response to Quevelda

on ‎17-07-2024 09:08

VM do not accept ‘self diagnosis’ of problems. You may well need a new hub, but it’s always best to get a VM technician to check everything out. Is your broadband connection down? How did you reset the hub? You should do a 60 second reset, release the pin and do nothing else. The VM instructions on the website were incorrect, they said to then power cycle the hub, you must NOT do this.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Beth_G
Forum Team
Forum Team

on ‎19-07-2024 15:30

Hi Quevelda

Thank you for your post. Sorry to hear you can't seem to access your Hub settings page. We would need to arrange for an engineer to visit to replace the Hub and they will be able to check everything is working correctly for you before leaving. We'd also likely be able to get an engineer out to you sooner than the Hub would be delivered. 

Don't worry, you wouldn't be charged for a visit unless:

 

  • The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.
  • You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account. 
I've popped over a PM so I can take your details and arrange this with you. 

Thanks,

Beth
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