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New setup - internet status - access denied

Hi,

Earlier today I received my quick start install kit and set it all up but I'm not able to access the internet. On the hub status page the internet is showing as Access denied.

vm_access_denied.jpg

I have tried the following:
- left the hub alone for 90 minutes
- restarted it
- replugged all the cables
- switched to modem mode
- factory reset with the pin button

Thanks

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Re: New setup - internet status - access denied

Hi, do you have any green lights on the front?


Here to help! I'm a technician helping out whilst working from home. Find out more


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Re: New setup - internet status - access denied

Hi Daniel,

I am area field tech from Guildford can you private message me your account number and site id so I can do some further checks.

If you think my answer was helpful please click on the kudos link

Kind regards

Darren Hollands 

Tech20279

Great offer at the moment get 50 pounds off your bill when you refer a friend to virgin media


Here to help! I'm a technician helping out whilst working from home. Find out more


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Re: New setup - internet status - access denied

The only light showing is a solid white one.
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Re: New setup - internet status - access denied

Did you manage to get it sorted? I’ve got the same problem today! 

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Re: New setup - internet status - access denied

Yes Darren above was able to get it fixed for me overnight. There were some details from my hub that needed to be added to their system so it could connect properly.

Maybe best to make your own post, as I'm not sure this one will be read as its already been marked as answered.
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