Forum Discussion

VM_aisha's avatar
VM_aisha
Joining in
2 years ago

New hub 3 stuck in ‘Update in Progress’

I have the same issue where by the Hub 3 has no wi-if and tells me ‘no internet connection’ and 192 168.0.1 page says update in progress.

In the last 2 months, I have had three failed Hub 3 replacements, 2 failed Hub 5 attempts (unable to get Hub 5 because VM has not installed the connector in the area, apparently) and 1 failed Hub 4 attempt. 3 separate engineer visits, 1 none appointment (call centre lied that an engineer was booked), several hours on calls to call centres. In total and across 2 months, 7+ days without Wi-Fi.

Last engineer (13/11/2023), whilst very helpful, left unable to fix the issue. He kindly tried to book another visit with the earliest available date 20th November, which is not great. 

Right now, I have no Wi-Fi, no engineer booked and no idea how the issue will be resolved.

Any help appreciated.

2 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    2 years ago

    Hi VM_aisha,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue you've been having with your broadband service. 

    I am happy to take a look into this for you. 

    I will private message you now to confirm your details. 

    ^Martin

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Don't forget that you can claim compensation for any periods of lost service after the first two days, and for any missed appointments. Make sure you keep a log of all the details.