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philalison45's avatar
philalison45
Tuning in
25 days ago

Can I get an engineer to move my router? I'm new

Hi everyone 👋🏻 

I'm a newbie with VM and have just had my fibre broadband installed with a 5 router. However, the team that came before the switch date , who put the cables in my drive and the boxes on my outside wall, actually picked the worst possible place to drill and the router is now at the front of the house behind the TV and other devices. This means that I've got a good signal in the living room but it's really poor to nonexistent at the back of the house. 

The cable is really short (coax??) so I can't move the router myself. 

So does anyone know if I can ask VM to come back and relocate the external boxes? I'd much rather have them halfway down the side of the house, where I can ensure I get a great signal everywhere. Has anyone else had this issue and how was it resolved? 

Thanks in advance! 

Alison 

3 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    24 days ago

    See this

    _________

    As its a new install, Call the Pre-installation and delivery team on  0800 052 1734 open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun.  

    Tell them you are not happy with the positioning of the Hub and see if they will  book a Tech install to reposition it.   VM should be keen to help as you have 14 days post activation to cancel the whole contract and incur no costs whatsoever

    • philalison45's avatar
      philalison45
      Tuning in
      24 days ago

      Thank you so much, I didn't know that! I'll ring now and ask. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        21 days ago

        Hello philalison45,

         

        Thanks for posting in regards to moving your Hub, we appreciate you raising this via the forums and welcome to the community.

         

        Have you been able to call and speak to the team to arrange this or do you still need some support in getting this set up?

         

        Let us know.