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XCBiker
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No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

Hi all,

Recently changed my package from M200 to M350, hence the new router.

Followed the standard instructions, waited for the hub to apply the various updates though not able to get any connectivity. Tried multiple resets and leaving it on for ages.

Before I try to seek Virgin support, can anyone assist please? Worth noting that plugging my superhub 2 back in then works fine with a fast stable connection, and also on the hub status page it says (Access denied) for Internet.

Many thanks in advance!

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 -2.5 38 256 qam 30
2 202750000 0 37 256 qam 9
3 210750000 -0.2 37 256 qam 10
4 218750000 -0.4 38 256 qam 11
5 226750000 -0.5 38 256 qam 12
6 234750000 -0.5 38 256 qam 13
7 242750000 -0.5 38 256 qam 14
8 250750000 -0.7 38 256 qam 15
9 258750000 -0.7 38 256 qam 16
10 266750000 -0.5 38 256 qam 17
11 274750000 -0.2 38 256 qam 18
12 282750000 0 38 256 qam 19
13 290750000 -0.2 38 256 qam 20
14 298750000 -0.2 38 256 qam 21
15 306750000 -0.4 38 256 qam 22
16 314750000 -0.2 38 256 qam 23
17 322750000 -0.2 38 256 qam 24
18 330750000 -0.2 38 256 qam 25
19 370750000 -0.9 38 256 qam 26
20 378750000 -1.5 38 256 qam 27
21 386750000 -2.7 38 256 qam 28
22 394750000 -2.7 38 256 qam 29
23 410750000 -2.2 38 256 qam 31
24 418750000 -2.2 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 4 0
2 Locked 37.3 5 0
3 Locked 37.6 5 0
4 Locked 38.6 6 0
5 Locked 38.6 5 0
6 Locked 38.6 6 0
7 Locked 38.6 6 0
8 Locked 38.6 3 0
9 Locked 38.6 0 0
10 Locked 38.6 6 0
11 Locked 38.9 5 0
12 Locked 38.9 7 0
13 Locked 38.6 7 0
14 Locked 38.6 5 0
15 Locked 38.9 6 0
16 Locked 38.9 6 0
17 Locked 38.6 6 0
18 Locked 38.9 0 0
19 Locked 38.9 0 0
20 Locked 38.6 0 0
21 Locked 38.9 0 0
22 Locked 38.6 6 0
23 Locked 38.6 4 0
24 Locked 38.9 5 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300012 4.15 5120 64 qam 1
2 39399993 3.9 5120 64 qam 4
3 46200029 4 5120 64 qam 3
4 53700002 4.15 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Primary Downstream Service Flow
SFID 28233
Max Traffic Rate 32000
Max Traffic Burst 3044
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 28888
Max Traffic Rate 32000
Max Traffic Burst 3044
Min Traffic Rate 0
Max Concatenated Burst 1522
Scheduling Type BestEffort

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newapollo
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

Hi XCBiker,

Your new hub won't work until  you phone to get your hub activated. 0800 953 9500.

You will need the box serial number, and your account and area number

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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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XCBiker
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

Thanks for your informative quick reply Dave.

The supplied paperwork suggests activation happens automatically. I tried the number though no response so will try the text service tomorrow and hope they can help.

Thanks again!

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JohnBeatle
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

I have same issue as you XCbiker. Paperwork says it should auto activate, but it doesn't. Spent almost 2 hours on hold today waiting for customer services to reply. Nothing. It really is poor service VM. Saturday night family Netflix movie ruined for us now.

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XCBiker
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

Hope you're having more luck than I am with the migration.

After being passed between teams I am still waiting for a response today from their text service.

Quite frustrating and inefficient. 😞

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JohnBeatle
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

Exactly the same as you mate. Equipment delivered saturday morning, and still waiting for a response from their technical department. Not good!

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XCBiker
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

Right I am up and running with my Hub 3.0 after Virgin support getting back to me via SMS.

The process is:

  1. Text the support SMS number - 07533051809
  2. Ask to have your new hub activated
  3. Provide the MAC address of the new hub (found on the bottom)
  4. Connect cable and power and switch on new hub
  5. You should be connected (note that there may be a delay as it needs to do some updates first)

I would flag for any Virgin staff that read this that you should really make this activation crystal clear to any new users.

I am techie so can work out roughly where the problem is, though for anyone else this would be very frustrating, particularly as asking to phone for support is next to useless from my experience.

Hope this helps many others.

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JohnBeatle
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

Hi XCBiker, i have SMS message dialogue going on this number since saturday, but still waiting for the correct technical people to respond.

Just to confirm, the router works ok in Router mode. I get the required speed etc. Issue is when we are in modem mode. The DHCP is not releasing an IP address to my R7000 router. Tried to renew etc but still no luck. A simple fix for VM if only they'd reply. 3 days now...its a joke.

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XCBiker
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Re: No Internet connectivity when switching from Superhub 2 to Hub 3.0 (m200 to m350 package)

That is odd. I run in modem mode too, so after confirming it worked in router mode this morning I switched, then rebooted the hub and it got the address (I use a Ubiquity Edgerouter Lite router).

Guessing you have rebooted the R7000 without luck. One option would be to set the WAN interface with a static address. Also ensure you are on the latest firmware.

Good luck!

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