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New Contract - New TV360 - New Hub 5 - No Internet?

Joining in

On Monday I phoned to report a Fault on my old Tivo Box and eventually was offered a new TV 360 Box, with New Hub 5, upgrade to 1TB Broadband, and SIM Card as my existing Contract had run out.

Yesterday the TV 360 Box arrived by Courier, but on trying to connect it would not recognise the Wi-Fi signal from my existing Hub 3.  Despite resetting the Hub 3 including Factory resets the new TV 360 will not connect.  Subsequently I had a text from Virgin stating that they had 'activated' the new kit, but I then noticed that I have no Internet Connection at all on any device (albeit showing a strong Wi-fi signal on them).  I've relocated an existing second TV Box from upstairs to the Living Room which still works albeit showing a System Problem.

The new Hub 5 was due to be delivered today, but this has also disappeared off My Orders which is now showing no open orders. I will see if the new Hub 5 does actually arrive.

Everything seemed to go wrong from the time I tried to connect the new TV 360 device, but I now have only one working TV Box (my existing second box), and no Internet.  I've done all the resets as per Virgin Media website so now stuck. Does this warrant a Technician?


Forum Team
Forum Team

Hey No-Signal,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your services at the moment, I have looked into this and can see that you have spoken to the team since you last posted.

Are your issues now fully resolved or do you require further assistance?

Kind Regards,



No everything is working now, the new Hub5 arrived and when I swapped it over for the Hub3 everything connected up.  I did have to call to activate the replacement TV Box, but both Broadband and TV are now working correctly, so no further assistance required.

That's great to hear @No-Signal and thank you so much for popping back to us. 

Please do pop back to the forums should you need any help in the future and we will do all we can to help.