360 box and Hub5 not connecting by wifi

[john-mu]

Let down when TV, Broadband and Landline services with new contract starting 12 October suddenly stopped without my permission on 18 November. The package was Mega TV, Gig1 (with Hub5), 360 Box, Landline & Sky Sports etc. Virgin finally decided to issue new contract on 29 November. New 360 box and Hub5. After self- install, problems started, they are: New Hub5 with different SSID (name) took on the SSID & password of the 'old' Hub5 ! when ithe self-install took place on 30 Nov. On a scheduled visit by engineer today, he tried to do a hard reset. He had no idea why this SSID change took place. This initially reset the new Hub to the correct SSID & p/w. Within 15 minutes after he left, the new Hub change SSID & p/w back again. Also there is a connection error message by both ethernet and wifi when I try to set it up with the 360 box.  

[roy247]

Not sure why you got 2 replacement boxes from what you have said, can you watch live TV with the 360 box,

The hub problem might be that the old hub hasn't been deactivated for the new one, just guessing on that point as I am no expert on Virgin's system but I also wouldn't think that the new one would have worked.

What's the error message you get, you also need to remove the ethernet cable from the 360 box when connecting by WiFi or the box will default to the ethernet port.

Edited to add that if you do have problems with live TV then it could be a problem with the coax feed that gets split to your box and hub but that shouldn't affect your hub password changing.

[Matthew_ML]

Hey john-mu, thank you for reaching out and I am so sorry to hear about this.

Since this post I can see you've been in contact with the team , did they manage to help at all with this? Cheers