Is there anyway of checking the replacement cable I am being sent out is the correct one?.I waited over a week to be incorrectly sent a coax cable so I have again requested a replacement- but as I can't send the advisor a picture of it, I only described it as a white cable with green connector for the HUB 5 - just wanted to make sure the correct one has been ordered
You need a fibre cable, not co-ax. Guess it’s hard to get this across to CS. You could just report a faulty Hub and get the cable replaced by an engineer. These connections are very susceptible to dirt/dust, so care needs to be taken when connecting. Any light degradation will affect the signal.
You actually have a Hub 5x and it is important to always mention that x as it distinguishes it from coax connections. Whether offshore CS even then will have a Scooby is another question.
Forum TeamHi Cola1,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear the wrong cable was sent out to you. We're not able to send out fibre cables from here. We can however book an engineer visit to come out and they'll be able to provide a cable. There is a £25 charge for the visit.
I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊
Thanks,
