New hub5
 

Virgin sent me an email saying I could upgrade my hub3 free.

The hub arrived yesterday with different serial number and password.

After following the instructions I tried to login with the new numbers but it refused to recognise them and rather confusing it says I am online with the original serial number and password.

My old hub is disconnected.

I didn’t have to change any of my WiFi devices to the new hub.

When I look at the vm connect app, it says devices online, hub online, pod online.
Yet when I click the link it says “ oops something went wrong”. It’s showing as if my hub and pods are off-line.

When I go to the My Virgin Media app, it says I have no broadband issues. Yet, if I go to where it says my pods, it comes back with you haven’t got any.

So it seems everything is working fine, but I am confused how it works with the old serial number and password because on the base of the new hub it has a different number and password.

Not sure if I did something or if it’s the kit, anyone got any ideas thanks Rod

Re: New hub5
 

This is the normal process designed to seamlessly enable a replacement hub to connect devices without changing SSIDs. However VM's backend provisioning/account systems can take 2-3 days to get updated, so in the meantime you get told the hub and pods are offline even though they are working.

Re: New hub5
 

It's a setting in the VMConnect app called "Restore old hub details". You've got it enabled.

Re: New hub5
 

Is VMConnect app an app on mobile/tablet, or the interface on the router itself?

If the former, if a user doesn’t use the app, is that setting enabled by default on the router?

Re: New hub5
 

It is an app which needs to be installed on a phone/tablet. There is very little that the app did which couldn’t be done on the hub’s web interface. I believe that yes, the default is to migrate settings from your old system.

Re: New hub5
 

You can access the hub5 settings using a browser and the IP address. Eg mine is 192.168.0.1(local address).

Re: New hub5
 

It is the former. If you have never used the app, the old settings don't get copied.

Re: New hub5
 

Thanks everyone. Much appreciated.

Re: New hub5
 

Are you sure about that? I thought it was an account level thing and the default was to migrate settings.

Re: New hub5
 

Yes I'm sure. But in at least some versions of the app, the default is "on". So if you have ever used the app, it might copy the hub settings even if you were unaware of the setting. There are also some versions of the app that don't make the setting visible, so if it is already "on", you aren't able to turn it off.

Re: New hub5
 

The VM connect app cannot be involved in this process as it is never installed by most users. What happens is that VM keeps a cloud‑side configuration profile in its provisioning database for every customer including the Wi-Fi profile, and this profile gets updated if you change Wi‑Fi settings (and the VM Connect gets updated (if used)). When a new hub is installed, it initially has its factory Wi-Fi configuration. During the provisioning process, VM's management system can determine whether a previous customer Wi-Fi profile is associated with the service and, if one exists, those settings are downloaded to the new hub and overwrites its factory SSID/password. If no previous profile exists, the hub retains its factory settings. This is why a hub swap for an existing customer will broadcast the old SSID, your devices reconnect automatically and the admin password remains the same - but for new customers the hub retains its default factory Wi-Fi name and password printed on its sticker.

Re: New hub5
 

Roger, that’s how I thought it had to work. The connect app itself, does virtually nothing that can't be done from the hub’s web interface other than possibly the oft mentioned feature on the (now defunct and never to return) VM Community forum regarding speed checks and allowing you to (eventually, after jumping through many hoops) order a pod or two.