My dad upgraded his internet and was given a new hub 5, we swapped them over yesterday but the box was showing a red light.
So after spending over an hour talking to someone it seems like it was never swapped over and now we have a flashing white light.
Has anyone had this issue before ? Also the earliest they can get an engineer out to see him is on the 5th September.
[Mod - title edited for clarity]
Sounds as if the new hub hasnt been activated onto his account. If it is only that, then it shouldn't need a tech visit. Do this...
Get him to call the equipment activation number on - 0800 953 9500 (follow options) and check with them. He will need to hand, the Hub Model number, serial numbers/MAC addresses off the barcode stickers of all pieces of kit (photo the stickers) and also his account number
Could also try a full 60 second pinhole reset to see if it kicks it into life.
Thanks for the reply they say it’s an issue with the hub so are sending out a new one which will hopefully work.
of course they do on the grounds they are clueless - but offering that gets rid of you and they can close the issue as solved - in the meantime try the suggestion above - you never know it might just work!!!!!
So after receiving another hub which doesn’t work and a cancelled appointment and the only available time is next Friday it’s time to leave Virgin Media and go elsewhere.
Not had to speak to anyone at Virgin in while, my dad got a new hub 5 doesn’t connect to the internet. Spoke to Virgin who advised first available engineer appointment is the 05/09/25, I changed it as there was an appointment on the 28/08 they cancelled it as they claimed there was no engineers available yet didn’t actually contact us to let us know.
When did Virgin Media’s customer service become so bad, I’m on the verge of going to Sky because of these issues.
Forum TeamHey lilacglitter24, thank you for reaching out and we are so sorry to hear about your Hub5 issues.
We do try and get an engineerout as soon as possible and we are sorry in the delay on this, can you keep us updated on how it goes please?
