Same problem as lots of others. Have commented elsewhere but no response from VM Moderators so thought this might be seen. Constant red light. Tried everything including pin hole reset. The hub is very warm to touch. Speeds continually dropping out and almost impossible to stream and given I am a long time customer am paying through the nose. Not great tbh.
All sorted via live chat. An engineer came out yesterday and replaced hub.
It can take a few days for a response from a moderator - so call it in and tell them your Hub is getting hot and the red light is on.
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Call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.
Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.
FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.
I also cannot sign into the VM Connect as error message to say can't find server. Guessing this is connected?
Hi Jenkinsk 👋 Welcome back to the community forum! Thanks for posting to let us know about the red light stuck on your hub. This will also be affecting it's performance in the Connect App 👉 https://virg.in/connectapp
I will send you a PM so we can take a closer look at things from our side and ensure we get a replacement or engineers appointment booked in for you if needed! You can find the PM in the top right corner of the page in your Inbox ✉.
We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞
All sorted via live chat. An engineer came out yesterday and replaced hub.
Hi All 👋 Just returning to the public thread to keep it updated.
Thanks to Jenkinsk for PMing with me. They confirmed they were able to get in touch via webchat too, and an engineer has already attended who changed the hub.
Glad to hear it's all sorted! Please do let us know if there's anything outstanding you need our help with. Wishing you all the best! 🌞
