New hub5

[RodneyGlobeTrot]

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

[gunner45]

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.