Forum Discussion

skylineboy2002's avatar
skylineboy2002
Tuning in
7 hours ago

2 Hubs - activation issue

so, I have a hub 5, and last week or so there was an issue - I followed the service status and because of the status of lights a message popped up saying "we will replace hub" I use my own router and its worked fine.

so, it comes, and I have only just set it up. (they sent a reminder "how is the new hub and serial number etc) under the hub 5 status it said "internet: accessed denied" - near where it gives Wi-Fi info and "telephony: off" on the main status page. 

live chat and they are sending engineer, but i tried the old hub and now that works (still in modem mode etc as I'd like). 

the 2nd latest hub, the pages said, "if we sent you a returns label, please send it back" and "if we didn't you can dispose of it yourself" etc. there was no return label in package. and if the hub says "internet access denied" have they sent a bricked one? coz the older one now works (they are both hub 5)

so, my question is, do i dispose of it myself, or send it back? and also will they keep the older hub connected to VM (eg access granted not denied), because it's almost like they have bricked the newer one i received.

8 Replies

  • skylineboy2002's avatar
    skylineboy2002
    Tuning in
    55 seconds ago

    They've now bricked my original one. And ive just switched to the newer one and that one is working. 

    I dont have faith they wont brick this one! What a farce

    • skylineboy2002's avatar
      skylineboy2002
      Tuning in
      6 hours ago

      i had no internet for a day or so, and when followed the self help, based on the lights, it literally said "we need to send you a new hub" - so it did all automatically, and then today the new one wasnt activated, and i tried old one, and it works fine, so the issue must have been temporary, the oldest hub 5 works fine now, as it did before. 
      the new one doesnt. the agent on live chat booked engineer (i had of course tried all the basics and their suggestions)

      and all the help pages say "if we sent a returns label, use it" and "if there isnt one in the box, dont worry dispose of it yourself, we wont want it back etc". ill hang on to it (the newest one). coz of course i don't want charging for it, i'm happy to send back (even if they say no returns label in box, no worries"

  • skylineboy2002's avatar
    skylineboy2002
    Tuning in
    7 hours ago

    oh and to add - am i safe to cancel the engineer, or would you suggest keeping that appointment?

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      7 hours ago

      Only one Hub can be activated at one time.  If the old Hub is still active, then the fault is the new Hub hasn't been.  Do not dispose of the Hub as you will be charged £65 I believe?  It's up to VM to sort this out.  An engineers visit may be the best solution and save you sending the Hub back yourself.

      • skylineboy2002's avatar
        skylineboy2002
        Tuning in
        6 hours ago

        makes sense, but no i hope they don't deactivate the older one (seems to work fine again). it was simply the same hub 5, just obviously a different actual unit. i'm happy to keep older one, and send that newer back, but bit confused about that as like i say, they state "returns label, use it" - and "no returns label (which there isnt) then dont worry, we dont want it"