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Laurence9696's avatar
Laurence9696
Tuning in
2 years ago

Virgin media hub broken - 3.0

I have a virgin media Hub 3.0. I have had this for around 4-5 years.

i have come home today and noticed that only the orange light at the bottom is lit up. Every now and then it flashes orange- but no other symbols on the router light up.

i have done a reset on the router. I have turned it off and on and still no connection.

i can connect to the wifi, but then when i search something- it searches, searches and searches and then does not bring up the page. 

i have looked at the back of the router and where the power cable connects, it appears this connection point is not in the correct position- its almost like it has come lose and gone diagonal. 

i have tried to call virgin media to report this, and was just treated like I am stupid- are the cables connected etc.

i am in need of a replacement router, please can someone help me on here, because I cannot call again and put myself through the most stressful conversation I can endure. 

8 Replies

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

    Hello Laurence9696.

    Thanks for your first post and welcome to our Community.
    Sorry to hear you are having an issue with your broken Hub.
    I'd like to take a look into this for you, and arrange a replacement.
    If you don't mind, I will need to send you a private message to pass security. 
    If you can check your logo at the  top right of your screen that would be great. 
    Regards     
    Gareth_L
     

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

    Hello Laurence9696.

    Thankyou for those details.

    Glad we have been able to arrange an appointment go get this swapped out.

    I did send the details by privately to you.

    Could you please let me know how the visit goes.

    Gareth_L

    • tattonelectrics's avatar
      tattonelectrics
      Tuning in
      2 years ago

      Hello, i have the same issue with my router except it is not the power connection which has come loose, but the internet connection which has come loose at the back of the router. I would also like to arrange a replacement hub please if possible

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

        Hi tattonelectrics

        Thanks for your post!

        Has the cable or port become damaged which is preventing the cable from fitting securely into the Hub? Have you tried securing the cable with no success?

        Do you perhaps have a picture you can show us?

  • As9's avatar
    As9
    Joining in
    11 months ago

    Hello,

    I also have a brokenhub with coaxial connection bent, it looks as though the pressure from the cable has bent it and potential damaged the connection as I now have no internet. The connection is very very loose and am afraid that it is no longer connected internally. Would it be possible to arrange a replacement hub please.

    Many thanks,

     

    • Zach_R's avatar
      Zach_R
      Forum Team (Retired)
      11 months ago

      Hi As9,

      Thank you for your post and welcome to our community forums. We're here to help.

      I'm sorry to hear you're having some trouble with your router and connection. Have you reached out to the team about this since your post or do you need some further assistance?

      Thanks,
       

  • legacy1's avatar
    legacy1
    Alessandro Volta
    11 months ago
    Laurence9696 wrote:

    i have tried to call virgin media to report this, and was just treated like I am stupid- are the cables connected etc.

    Someone thinks hubs are indestructible😉