Virgin Media Community

[adamsricardo]

Hi,

Received a new hub 4.0 yesterday, but when I try and set up after about 5 mins the red light comes on and stays on. Help section suggests it's a problem with my connection. Spoke to someone at virgin last night and they suggested leaving it for 2 hours, which I did, no change. When I connect my old hub 3.0 back up ( which I am on now,) that works fine with no issue so my connections seem fine. Help!

[Tudor]

Is it a new connection or an upgrade. If upgrade does your old hub still work? If so new hub has not been activated. If new connection either hub not activated or cable disconnected at street cabinet if you have wired up the coax ok. Try

Equipment activation on 0800 953 9500

If that fails then:

pre-installs team on 0800 052 1734

to get hub activated 

[adamsricardo]

Hi, it's an upgrade, old hub still works fine. 

[jbrennand]

Then the upgrade has not gone through correctly yet - as only one VM Hub can be active on your account at any one time.

[adamsricardo]

Thanks both. Going to try again Sunday when I have a bit of time and patience!

[adamsricardo]

One thing I would say however is there is no mention of calling the set up number with the instructions that came with the hub?

[Hayley_S]

Hello @adamsricardo,

Welcome back, thanks for posting.

I am sorry for the issue with your Hub.

Turn the power switch off on the back of the Hub
Ensure the Hub is upright, in a well-ventilated location and out of direct sunlight, if possible
Switch the hub back on at the power. The Hub should now operate normally.
If the Hub does not boot up or boots back up let me know.

Many thanks,

[adamsricardo]

Hi Hayley,

Not attempting again until Friday when I am off work all day. Gone back to my old hub 3.0 until then, which is working fine. Will get back in touch if I have issues on Friday 

[jbrennand]

If the Hub3 goes dead - then its probably because VM have at long last activated the Hub4 onto your account - when that happens - the old Hub auto-deactivates,

[Kain_W]

Hi adamsricardo,

Welcome back to the community.

Apologies for the issues faced with your new Hub 4, from checking our service I can see that levels seem to be in spec now.

How is the Hub currently?

Thanks,