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thundyuk's avatar
thundyuk
On our wavelength
12 days ago

Recently Experiencing Issues - WiFi

Hey,

I'm recently starting to experience issues with devices that are connected to my Hub 3 not being able to access the internet.

First it began with an iPhone, then a few days later a laptop started having problems, then a TV could not stream Netflix. The only reason half the house can connect now is I have a signal booster that is a separate access point people can connect to, or we'd all be knackered.

It's as though the WiFi connection is there, but not allowing devices to connect to the internet despite being connected to the router.

I'm on an unusual account, and I think it might still be enrolled into the test group despite me asking to be removed so maybe some dodgy firmware has been patched out to the Hub3? Dunno really!

Can I get a replacement hub given Hub 5 is now the newest?

Thanks.

5 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    12 days ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web service status page, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

    • thundyuk's avatar
      thundyuk
      On our wavelength
      11 days ago

      I sometimes have firmware patched out to my Hub by VMO2 that's not on general release 

      • Client62's avatar
        Client62
        Alessandro Volta
        10 days ago

        Refer the custom or trial Hub software issues to VM via the provided channels.