Hub 4 activation

[Johnnerspub]

Hi,

I was persuaded to upgrade my hub after agreeing to a new contract.

I was sent a hub 4. To confirm there are no loose connections with any cables.

I followed the instructions and the hub does not connect to the internet. I ran the diagnostic and the report said "your broadband connection is down" "Gateway ipv4 address is not valid". The hub status overview also reports "internet (no DS detected).

I unplugged the hub 4 and reinstalled my old hub 2. Everything worked normally and I was able to access the internet.

I attempted again to install the hub 4 with the same fault occurring. 

I contacted virgin support who said my hub 4 had an activation error and they would look into it and contact me. Nobody has. I have been left in limbo. 

Please can someone from virgin activate the new hub you sent me or update me on my issue.

Thanks in advacnce

[Johnnerspub]

*update

No further along with solving the issue. Virgin support have contacted me. They believed the fault had been rectified and I was asked to do a pinhole reset of the hub 4. This still did not work. 

[Tudor]

I do not know which number you called, but there is a separate one for activation:

Equipment activation on 0800 953 9500

[Johnnerspub]

Thank you, I managed to speak to a very helpful member of support staff (Tracy). She spoke to the technical support staff and convinced them the fault was with virgin media not activating the hub. It should have done it automatically when I plugged it in, but for whatever reason it did not work. I was asked to do a further pinhole reset, holding the button in for 1 minute. Following the hub rebooting the hub got activated and is now working and connected to the internet. Tracy stayed on the phone with me the whole time to make sure the fault was rectified. 

[Kain_W]

Brilliant, thanks for the update there.

I'm glad the Hub is working for you, do let us know if you face any further issues.

Take care,