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EmmaPerry
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Message 1 of 11
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Broken Router

Hi,

 

My router has broken and I need a new one, can someone tell me what I need to do as I have tried calling but cannot get through to the right person.

 

Thanks

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Superuser
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Message 2 of 11
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Re: Broken Router

you can wait here for a week or so for VM to pick the thread up or give retentions a call 

dial 150 or 0345 454 1111 and follow the prompts to - you are thinking of leaving us - dont worry about that they do much more - open 'till 8pm - 6pm on saturdays - closed sunday and the plus is its a UK call centre

____________________

Tony
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Forum Team
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Message 3 of 11
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Re: Broken Router

Hello EmmaPerry,

Thanks for posting and a warm welcome to the community Smiley Very Happy

Sorry to hear about your faulty equipment. I can certainly look into getting this replaced for you, but first I need to confirm your delivery address.

I'll drop you a PM (purple envelope, top right) to discuss this further.

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Message 4 of 11
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Re: Broken Router

Hi EmmaPerry,

Hope you're well Smiley Happy

How are you getting on with your new equipment?

Is there anything else I can help with?

Catch you soon,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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EmmaPerry
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Message 5 of 11
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Re: Broken Router

Hi I still don't seem to have an internet connection there is a green light flashing on my router.  Can you please do a connection check. Thanks

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Superuser
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Message 6 of 11
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Re: Broken Router

Did you phone in to activate the new hub?

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Forum Team
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Message 7 of 11
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Re: Broken Router

Hi EmmaPerry,

 

Thanks for getting back to us!

 

I'm really sorry to hear you're still having trouble with this.

 

I'd like to check this out for you but I can't seem to locate your account. I've sent you a private message (purple envelope at the top right of your screen) so I can grab some details.

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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ioannis92
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Message 8 of 11
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Re: Broken Router


Heather_J wrote:

Hello EmmaPerry,

Thanks for posting and a warm welcome to the community Smiley Very Happy

Sorry to hear about your faulty equipment. I can certainly look into getting this replaced for you, but first I need to confirm your delivery address.

I'll drop you a PM (purple envelope, top right) to discuss this further.

Take care.


hallo, since i want a replacement for the same reason i want to know if there are any costs related?Tried to find a way through phone line but the keep re directing me etc.

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Message 9 of 11
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Re: Broken Router

Hello ioannis92

 

Please would you be kind enough to expand on what is wrong with the Hub.

 

At the moment it is showing online with all levels in spec, we do have an intermittent noise issue in the area ref F005796883 with an estimated fix of 07 DEC 2017 and this may cause you some issues, please accept our apologies.

 

Thank you

Nicola

Virgin Media Forum Team
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ioannis92
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Message 10 of 11
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Re: Broken Router

it fell of a self and as a result heatsink  un-stuck(you know it has 2 plastic pins to stay in place and protect the processor from overheating).I did  my "magic "  to make it  work for now but the sollution is not permanent it needs replacement immediately.... 

p.s. its funny when  you pay virgin a lot of money and in the phone support line "they dont know anything", on the store they redirect you to the phone support..hahah what the hell Smiley Tongue

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