Virgin Media Community

[Neppers]

Hi,

I am performing a new installation at my new house and going through the self setup instructions.

However when I connect to the router on my phone I'm told that it's performing a system update and I shouldn't turn off the router. The instructions however tell me I should reboot after an hour - but it has now been doing an update for three hours

Is this typical and if not what can I do?

[JitteryPinger]

That's not typical, pull the power for a minute and try again.

[Neppers]

Unfortunately no luck and after a few minutes is back to the software update.

The only other error I get when running the built in diagnostics is "Gateway IPv4 address is not valid."

[JitteryPinger]

Try doing a factory reset by holding the reset pinhole in for at least 10 seconds, failing that call customer service.

Can you confirm if you have called 0800 953 9500 to activate the kit.

[Neppers]

I've done both of the above and no joy I'm afraid. I'll have to ring, thanks for your help