Hub 3.0 solid red light + bad customer service
My hub 3.0 has a solid red light. It is in an open room, and out of direct sunlight. I have turned it off and on several times, pin reset, and still get intermittent internet, and in addition the top of the hub is warm.
I used live chat to get through to an advisor. After repeating the problem several times, the advisor organised a technician to visit on 13/10 in the afternoon, when I would be at work. I explained I wouldn't be home as I work full time, and the advisor instead changed it to Tuesday morning, again at a time I wouldn't be home. I then got a text message saying a technician would be attending Monday afternoon, and if I wasn't home, I would be charged £25.
As I understand it, a solid red light and a warm hub could be an overheating problem, and possibly dangerous, so as well as not getting the broadband service I pay for, VM are now happy to leave defective equipment for several days, and try to charge people for appointments they haven't agreed to. I told the advisor that I needed someone to attend over the weekend, and to cancel the appointment when I wouldn't be home, they simply said they would monitor the situation to see if anyone would be available, then ended the chat.
How is this acceptable? How are customers paying such high amounts, don't even receive the service they are paying for, being threatened with charges for appointments they haven't agreed to, and are left with defective and possibly dangerous equipment?
