@SuzieW wrote:
Same issue. Box arrived today and followed install instructions around 4 hours ago. My devices can find the wifi but the wifi doesn’t seem to be connected to the internet, the Virgin wall socket was installed by the previous occupant around a year ago.
Suzie, can I assume that you have the same flashing green light on the hub? If so, then what it means is that the hub can’t connect to VM’s infrastructure ‘upstream’ if you like, yes, the WiFi may well be working, but that just connects devices to the hub. If the hub can’t communicate to the internet, then either can your equipment.
OK, if the hub is connected to the wall socket properly, realistically, the only other thing you can do to check inside the Omnibox, that’s the brown (sometimes grey) box on the outside front wall, and see if the cable connections in there are nice and tight with no obvious signs of damage - note that these boxes are often home to a small colony of spiders, so if you are even slightly arachnophobia, you might want to give that a miss. Otherwise, they can’t possibly harm you, but check the connections without disturbing them too much - spiders do get a bad press😉.
But, I digress, failing these tests then there are two possibilities, it is possible that your connection has been disconnected at the street cabinet, in which case you need a tech visit to reconnect you. Or, despite, what should happen, the new hub hasn’t actually been activated against your account. I believe that there is some paperwork in the box which mentions an ‘activation’ phone number. Now if you ring that, they will probably want two pieces of information, (I suppose that really they should already know but whatever), these are the MAC address of the hub and the serial number. These will be on a sticker on the base of the hub, so you might want to make of note of them first before you call.
Best wishes
