Forum Discussion

LackingLumby's avatar
LackingLumby
Just joined
25 days ago

Internet is down after moving house.

I have recently moved house and plugged the router in l, however we don't have Internet access. I am able to connect to the router but the router itself does not have Internet access. Hub-5 says that the Internet (Access Denied) and I'm unsure why.

I have been on the phone with customer service and each and every person I have come into contact with thus far has tried to solve the issue a little, then upon realising they don't know how to solve it, sent me back onto the queue and got another person on the phone. Rinse and repeat for hours. 

I'm trying to remain patient and collected, but this is a consistent problem I have and it is starting to wear me down. I want my Internet access issue resolved first and foremost, but I am also close to closing my account if this treatment continues.

account
Customer service
leaving
no internet

3 Replies

Sort By
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    25 days ago

    Try calling 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.  and see if they can help or book you a Tech install.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    22 days ago

    Hi LackingLumby 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your services after your home move. 

    We've not been able to locate you on the systems on our side. Have you been able to speak with our pre-installation team or activation team to resolve this issue? 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.