New router can’t connect to orbi

[Mshep1234]

I am going through setup wizard and get stuck when it tries to connect to orbi it says unable to connect

[plemans]

We need more details. 

1. What orbi model do you have?

2. What "new router" are you connecting to it?

3. what modem/gateway do you have? 

4. How are you actually setting it up? Are you connecting the orbi to a gateway and then the new router to the orbi or some other method. 

Details are key

[Mshep1234]

Hi it’s the rbr50 v2
We have just had the latest virgin media hub 4 installed. Orbi was working great before then.
We have the orbi connected to the new hub 4 router from virgin. Thanks!

[plemans]

The virgin hub 4 has its own integrated routing functions. That can put you in a double nat. 

couple things you can do to fix it. (only use 1 method)

1. put the vigin hub in modem only/passthrough mode. It disables its router function. Contact your isp for help with this. 

2. put the netgear in access point mode. disables a few features on the orbi but leaves wireless and ethernet working. 

3. put the netgears ip address into the virgin hubs dmz.