on 15-02-2022 14:28
I've installed my Hub4 and plugged to the wall but it doesn't detect any internet signal.
After calling VM, I was advised that they've sent an activation command and I should receive an SMS in a few minutes confirming that the service was activated but I haven't received anything yet.
I'm still with a red light on the hub and have rebooted it multiple times without success.
Answered! Go to Answer
on 18-02-2022 11:21
Hi zericardo87,
Thanks for posting and welcome to our community 🙂
I'm sorry to hear there were some issues setting up the hub, I've had a look at things from our side and can see you were able to speak to us regarding this and this looks to be resolved.
If you do need anything else please let us know.
Alex_Rm
on 15-02-2022 14:59
Try a 60 second pinhole reset. Do not reboot but leave the hub to stabilise for 10 minutes.
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on 15-02-2022 17:37
No luck... still red...
I've now received the SMS message saying that the "signal is activated" but no signs of connection even after factory resetting the modem.
on 15-02-2022 18:25
Called VM Support again and was told that the modem is still on "Provisioning" and should be online in the next 8-10 minutes...
Also asked if it could be some issue between the Virgin box and my home connector and the agent told me that they could "see" my modem when running diagnostics on their side...
25min so far, still no internet...
on 18-02-2022 11:21
Hi zericardo87,
Thanks for posting and welcome to our community 🙂
I'm sorry to hear there were some issues setting up the hub, I've had a look at things from our side and can see you were able to speak to us regarding this and this looks to be resolved.
If you do need anything else please let us know.
Alex_Rm
on 22-02-2022 15:55
Yes, all good
Had to have a technician visit to connect my home to VM's cabinet.