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Psuedonym's avatar
Psuedonym
Joining in
2 months ago

Hub 5 - flashing red

Hi newbie question....

My router has a flashing red light and no Internet connection, I've a tech coming out on Wed after first being offered May (!!)

It's a new system, I installed yesterday, returned following pixilated sky, and had TiVo previously (a new thing back then!) and so far not impressed with the splitting requirement and the text book support responses - apparently "it's t's upgrading, please call back as it will stop" nonsense.

Anyone else had this issue from 1st install as if its my fault I'll be happy to hold my hands up.

Thanks 

 

[Mod - title edited for clarity]

7 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    If this is a new contract, you could protect yourself by taking the option to cancel within 14 days without penalty.

    This should persuade VM to pull their fingers out. 

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Psuedonym 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear that you are having issues with your Hub, so that we can look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

    Should you have been able to get this resolved do let me know.
     

    Thanks.
     

    Sabrina

  • Psuedonym's avatar
    Psuedonym
    Joining in
    2 months ago

    Thanks but as a brand new installation and being told initially a tech can come out in May, before arguing, I'm returning the kit and have jumped ship.

    15 years of previous loyalty, 2 years at Sky before coming back, then chaos.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 months ago

      Sorry to hear you've since left us Psuedonym 

      It's sad that we weren't able to resolve your concerns. 

      We wish you all the best with your new provider and hopefully we'll see you again with us in the future. 

  • Psuedonym's avatar
    Psuedonym
    Joining in
    2 months ago

    Very true but in this case going back to Sky was the sane option following the mess Virgin has become!

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hi kylie198900, 

      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 about the issues you were having with your Hub and connection. 😔

      Checking our systems, I can see that there was a fault open that was affecting you, when you posted. The details of that are here: 

      • ➡ Fault reference number: F011735045
      • ➡ Resolved: 12/03/2025 16:05

      How have things been since you posted? Let us know so we can help further.

      Thanks,