Forum Discussion

keef_t's avatar
keef_t
Joining in
2 months ago

Hub 3 broken,

Following a reboot of my hub 3 last Wednesday the router failed to power on. No lights, not power.

Followed the advice on line and have ordered a new hub. It's been with Yodel for three days but that is another matter. 

However I'm trying to get in touch with someone for my bill to be reduced accordingly since we have had no broadband since last Wednesday evening. 

All the phone options were a dead end. So looking for some basic customer service. Can I be contacted regarding this matter asap.

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    This is a Community Forum and not a direct line to VM as such.  If your need is urgent you will need to phone in.  Otherwise it will take a couple of days for a VM Mod to pick this up and discuss with you.

    • keef_t's avatar
      keef_t
      Joining in
      2 months ago

      I think I need to wait for the VM mod.

      There is no specific route I can find to speak to someone. Each option ends with me being pointed to a weblink or something similar. So that's why I used this avenue to get customer service.

      I don't have the time or money to call every single option. But I appreciate your reply.

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 months ago

        Hi keef_t, 

        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 you're having issues with your hub which has resulted in you having no internet. Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their equipment. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

        Once you receive your new hub, the account will be assessed automatically for automatic compensation. You can read more about that here. 

        Many thanks and apologies once again for the inconvenience.