Virgin Media Community

[mcgost]

Just got new Hub 4. Won’t get past solid red band of light. Connection checked and is good and tight. 

was getting support on WhatsApp and now some joker is asking asking for my bank sort code. 

can someone help here?

[Adduxi · Accepted solution]

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[PhilipF]

More likey to be an external network issue.

[Adduxi]

If it is external and the reset does not fix it, call the equipment activation number they may be able to help. It's 0800 953 9500 and you will need the Hub serial number/MAC address from the barcode sticker, and your account number.

[mcgost]

Nah!  Gave up last night and put old Hub 3 back on the cable and all worked fine.  

[BrianY]

By the sounds of it your Hub4 was not activated for the SH3 to work.

Bare in mind only 1hub activated at a time!

[jhuk]

Similar issue on Reddit, RED means CM registration failed on the HUB4.

[mcgost]

Sorted after a call to that number. Thanks!

[mcgost]

Ta!

[Serena_C]

Hi @mcgost

Welcome back to our Community Help Forum 🙂 

Thank you for making this post regarding your Hub 4, I'm glad to hear the issue has been sorted for you now. 

Just so you know, when talking with our team on WhatsApp, if you are unable to provide 3 characters from your telephone security password - we will ask 3 security questions, 1 account based and 2 financial questions. The financial questions can be related to your sort code.

Kind regards,

Serena