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Self Install - not really - (Super Hub 3 issue)

Good evening,

Last Monday my free Super Hub 3 arrived for self install. So on Tuesday I set about getting it all swapped over. It doesn't work. As such I've been without internet access or wifi for a week.

I have the Virgin cable into the SH3, and I have the power going in. That's it. According to the lights guide, all lights are off so this shows everything is setup right.

I have turned everything off and on again. Nothing.

I have run the self tests and the system tells me the router is connected but there is an issue with the box. I've phoned Virgin 6 times and each time connected to a foreign country who do not help. Today I was finally connected to a girl in Swansea. She said it was working - but it isn't.

This is not self install and I do not quite know where to go from here. I refuse to ring them again after 2 hours on the phone waiting.

How do I get an engineer?

Thanks

JED

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Re: Self Install - not really - (Super Hub 3 issue)

did you call to activate it

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Re: Self Install - not really - (Super Hub 3 issue)

Hi there,

Oh - where does it say I have to do that? Yes - we rang to activate it. Every time I ring the help desk they tell me they are will activate it again. Post edited after speaking to my Son who was helping me.

JED

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Re: Self Install - not really - (Super Hub 3 issue)

all lights are off - is that 100% true - if they are indeed all off then it will not work

so lets start again what are the lights showing - the key one is the bottom light

if the base light is lit what colour is it

if you can - 

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream


 

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Tony
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Re: Self Install - not really - (Super Hub 3 issue)

Hi Tony,

Light 1 is off (wifi)

Light 2 is off (The Internet)

Light 5 is white (base light)

Everythng seems to be as it should be.

I cannot even connect to it from my computer using ethernet.

JED

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Re: Self Install - not really - (Super Hub 3 issue)

Just checked my account and it seems I do not have broadband:

Nothing is showing. Would they have turned my broadband off

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Re: Self Install - not really - (Super Hub 3 issue)

ok - so base light is white - thats positive - so back to an earlier question - have you activated the hub - it will not work by just plugging it in - you need to ring the activation line - the details and number should be there in te box that the hub came in

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Re: Self Install - not really - (Super Hub 3 issue)

Yes we have, And CS ahave done it several times as well. As posted above though - my account is telling me I have no broadband - which is strange. It is asking if I want to add broadband?

That is odd.

JED

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Re: Self Install - not really - (Super Hub 3 issue)

try this

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

if you dont get a UK agent hang up and start again

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Re: Self Install - not really - (Super Hub 3 issue)

Thanks Tony - am on hold (again). 10 mins and counting.

A webchat would be a lot easier for me.

JED

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