My Hub 5x lost connection yesterday and the red light is flashing. I've restarted it several times but that hasn't helped. Engineer visit booked for Tuesday next week but I can't wait that long. My wife and I both work from home so this is a nightmare. I even ordered a new fiber optic cable in case that was causing the issue as the original one is slightly damaged. Is there anything I can try?
If it's still red, have you tried a factory reset of the Hub 5x? You'd lose your settings unless you back them up first by logging in to the hub using the details on the pull out card within the router first.
If a factory reset doesn't work, then sadly it is time for an engineer.
Thanks carguy143. I backed up the config settings and restored to factory defaults but it didn't help unfortunately. On top of that the saved config.bin file is not recognised so can't even restore my settings, not that it works anyway. Worth the shot. I appreciate the advice.
Check for local faults on 0800 561 0061 / 150
Thanks Cardiffman282. No issues in the local area either 😕.
Is there really no way of talking to an actual person on VM support line? Just the useless bot that repeats the same nonsense and asks you to restart the modem. Seriously consider switching to another operator 🤬
Forum TeamHi tiainenolli,
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've been having issues with your services, resulting in you needing an engineer visit. Whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible.
We'll always try and resolve things remotely where possible, but there are times when an engineer would be required.
As you've advised a visit is booked in already, we won't be able to help from here. Please wait for the visit and keep us posted on how it goes.
Many thanks,
Hi Kath, this is actually getting worse. I had an engineer visit booked and had received a text reminder too but the allocated slot has gone, no engineer has been and now the app says I don't have an appointment booked. This is absolutely horrible service. I think I need to contact an ombudsman.
Sorry to barge into your comments, but could someone please let me know how to comment on this forum by posting a new topic. I can reply to posts, but there is no facility to comment? On my profile is says everything is locked?
It's now been 8 days and still no connection. After 4 calls and 2 cancelled engineer visits I finally had engineer to come to our house and diagnose the issue. It turns out that the connection to our distribution point on our street is the fault. 2 houses using that point are impacted. Apparently the Networks team are working on it and it might take 2-3 more days before we're online. Neither the app or anyone else in customer support have said that there is an issue affecting the area. I've just been receiving inconsistent messaging and empty promises over the phone.
This is the worst customer service I've ever experienced and I would switch to another operator in a eye blink if VM wasn't the only one providing full fiber connection.
