Virgin Media Community

[Tuxedosteve]

I was previously on m500 using a hub 3. I upgraded to gig1 and my hub 4 arrived today. I connected it up. When it starts the light goes green for 5 to 10 seconds and then goes solid red. I phoned up support and they said they'd have to pass it to another team to investigate but it could take up to 48 hours to resolve.

This is pretty awful and I'm having to use my data plan to access the internet. The coax cable is secure. Is there anything I can do to resolve this?

[jpeg1]

If you are seriously concerned about this (and I think you should be), switch off the Hub and report that it has failed.  They'll ask to to do the usual tests and then agree to send you a replacement.

[-tony-]

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@Tuxedosteve wrote:

I was previously on m500 using a hub 3. I upgraded to gig1 and my hub 4 arrived today. I connected it up. When it starts the light goes green for 5 to 10 seconds and then goes solid red. I phoned up support and they said they'd have to pass it to another team to investigate but it could take up to 48 hours to resolve.

This is pretty awful and I'm having to use my data plan to access the internet. The coax cable is secure. Is there anything I can do to resolve this?

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a red light on a hub 4 is no connection - its not the same as a red light on a 3 which is overheating - i assume the oracles you spoke to were offshore - as ever they have/had no idea but moved the problem elsewhere and thus closed the call - so after that 1st question - have you activated the hub - 0800 953 9500 - see  if that sorts it

if not then get back onto them - hopefully you can get someone with brain cells - read the UK who can look and if all else fails get the hub3 reactivated and book a tech to sort out the 4

[Tuxedosteve]

I did ring the activation number. I reconnected my hub 3 and that's gotten me back online. I think I read you're only allowed one hub per account so I'm assuming someone hasn't activated my new one?

[-tony- · Accepted solution]

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@Tuxedosteve wrote:

I did ring the activation number. I reconnected my hub 3 and that's gotten me back online. I think I read you're only allowed one hub per account so I'm assuming someone hasn't activated my new one?

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you have it in one - so you need to go through the activation again as the 3 will not do 1gig - if you dont want to do that or dont trust them to sort it wait for VM to get to the thread - they can activate hubs in certain circumstances or book a tech if thats felt to be needed - thats all assuming the ecer helpful offshore have not booked one already

[Tuxedosteve]

I've been through the activation phone line a few times now and nothing happens so I guess I'm waiting for the people I can't talk to, to get around to doing something. 😞

[Tuxedosteve]

And shortly after I posted that my hub3 went offline and the hub4 now works.

I seem to be peaking at 75MB/sec on my Deco X90 mesh but it's also peak time on a saturday night so I guess I'm happy now 🙂 Thanks for all the replies