26-03-2020 10:13
Hi,
No idea what to do other than return. I must have downloaded and installed a software update 20 times in succession.
Yes I did a reset.
Known issue or faulty stick?
thanks
26-03-2020 10:37
Hi @Anonymous User
Have you tried the stick on another television in the home (if applicable) or can you move the Router any closer to where the television is located with the stick ?
When you say you have reset the stick was that a full factory reset by holding in the small reset button on the stick for about 15 to 20 seconds with both the stick and television switched on until hopefully you see the "Lets Get Started" message on your television screen ? .
Then start the setup and stick activation process again.
26-03-2020 13:01
26-03-2020 13:07 - edited 26-03-2020 13:13
Hi @Anonymous User
20cm to me sounds too close between your Router and Stick.
What happens if you move the Router about a metre or two from the stick when trying another factory reset ?
Apart from that i am out of ideas (unless anybody else on the forum as come across this or can offer some more things to try).
26-03-2020 13:18
Hi @Anonymous User
Out of curiosity who is your ISP and what Router are you using where it could be something in your Router settings that is blocking the software update on your Stick.
On your Router have you made any adjustments from its default settings such has blocking websites for example ?
26-03-2020 13:34
26-03-2020 13:38 - edited 26-03-2020 13:39
Hi @Anonymous User
Using a wifi hotspot on your phone might do the trick.
Then once the Stick is fully setup and activated re connect the stick over wifi back on your Router by going into the stick settings under Network.
Sorry i am not familiar with Virgin Hub Routers (though i believe they have a guest mode option on them that you could try).
26-03-2020 14:01