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Stiff77's avatar
Stiff77
Joining in
4 months ago

My 5x Hub has died and I can't talk to anyone in Virgin about it

My 5x Hub died completely at some point yesterday. It smells burnt, no lights. When it died it tripped all of the sockets downstairs. 

I called the contact number in the app at 8am but it just told me to reset the router, that I'd get a text and then disconnected the call. It's now 12pm and no text has been sent.

I tried WhatsApp, and after a few questions they said they couldn't help and provided me with the same contact number I used earlier. 

How do I get to speak to real person, or at least request a new hub? I've only been with VM since the end of September and I'm not impressed by the quality of CS. And I have no internet. And because I can't speak to a real person I probably will have no internet until my contract ends.

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

    Hi Stiff77, 

    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 you're having issues with your hub. Checking things here, I can see we've been communicating via X and Facebook. We, as a team, answer queries across all our Social Media platforms. We'll leave this with X for now as this has the most up to date information. If you need anything else, reply to us there and we can help further. 

    Many thanks,