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kirm841
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New Broadband Gateway IPv4 address is not valid

Hi my router came today as a new connection set it up as stated in the instructions but unable to get online.

The router just has the white light at the bottom of it but every time I try access a website I get the router logon type page saying sorry no internet click here to fix. It then gives the following

1. Gateway IPv4 address is not valid.

2. Your broadband connection is down.

3. The temperature of your Hub 3.0 is normal.

Router status page shows the following

Your Hub 3.0 status
 

 

 Wireless(On (2.4 and 5 GHz))
 Internet(Access denied)
 Telephony(Disable)

 

Tried calling the helpline and activating the equipment but still the same even after a restart. Did get though to someone at the call centre but they were not much help. 

Any ideas anyone?

 

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ravenstar68
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Message 2 of 8
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Re: New Broadband Gateway IPv4 address is not valid

Have you rung the activation line as detailed in the instructions?

Tim

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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-tony-
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Message 3 of 8
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Re: New Broadband Gateway IPv4 address is not valid

is this a self install - if so it could be that the connection in the house or back to the can is faulty although a white base light suggests there is a connection

ring the activation line again - 0800 953 9500

check all connections - if the problem is not solved you need to book a tech to sort it

____________________

Tony
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kirm841
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Re: New Broadband Gateway IPv4 address is not valid

Yes did that didn’t work. Then tried getting through to someone in the call centre who just restarted the router which also didn’t work and said someone will call me back.

Not a great welcome to virgin

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kirm841
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Message 5 of 8
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Re: New Broadband Gateway IPv4 address is not valid

I’ve just moved in and the old occupier had virgin and said it used to work fine. It looks like the router is connected to the network just no access to the internet for some reason 

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Z92
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Message 6 of 8
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Re: New Broadband Gateway IPv4 address is not valid

"someone will call you back" seems to be virgin call center speak for "I need to get you off the phone now else my KPI will drop". 

"Internet(Access denied)" means it has a connection to the network but isn't activated and therefore isn't allowed. 

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jpeg1
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Message 7 of 8
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Re: New Broadband Gateway IPv4 address is not valid

When did the last resident close his account? There is usually a delay of 14 days before the new account can be activated at the same address.

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kirm841
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Re: New Broadband Gateway IPv4 address is not valid

They moved out yesterday not sure when it actually ended.

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