Forum Discussion

djurornic's avatar
djurornic
Dialled in
17 days ago
Solved

New Hub received but do I need it?

Hey Folks, 

There was a recent outage of VM and as part of the troubleshooting process VM decided to send me a new hub to replace my existing hub - it really isn't needed as the old hub is working fine and it's VM that was the problem, not the hub. Shall I plug in the new hub or can I send it back. Everything is working just fine :-) 

MTIA!

  • Vikki_M's avatar
    Vikki_M
    11 days ago

    Hi djurornic,

    We'd recommend connecting the new hub please if you haven't done so already? Please let us know if the service improves. Please allow up to one week for this. As the community have advised here, the new hub may help 😊

    With regards to the pod, we can send you a new one yes.

    I'll send you a private message now.

    Please look out for the envelope in the top right of the page and pop back to me when you can. 

6 Replies

Sort By
  • Tudor's avatar
    Tudor
    Very Insightful Person
    17 days ago

    New hubs supplied by VM are normally assigned to your account and you have a certain number of days to start using them before your original hub ceases to work. I think it’s 5 days. So yes you should use it.

  • djurornic's avatar
    djurornic
    Dialled in
    17 days ago

    thanks Tudor - I think it's more than 5 days now..... I just got an automated email asking how I am getting on and I can send it back as well. Will go for that option probably! :-) 

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    14 days ago

    Hi djurornic 👋.

    Thanks for reaching back out to us, we have seen your post and your other post, is it a Hub or Wi-Fi Max pod you have received? Can you please let us know 🙂. 

    • djurornic's avatar
      djurornic
      Dialled in
      14 days ago

      Hi Sabrina,

      Thank you for your reply. There's two points here to confirm. Firstly, I received a new hub but the real cause for the issue here was an outage in my area that VM fixed. So I don't need a new hub and my existing hub is working as expected. Secondly, I received a pod a while back and just remembered that I left it in my old property that we moved out of exactly one year ago. I can't get back to my previous property as there's no one there. 

      So I need to send the hub back and if possible get a replacement pod. If you can advise on the return of the hub and a new pod that would be amazing. 

      I look forward to hearing from you. 

      Best,

      Djuro

       

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        11 days ago

        Hi djurornic,

        We'd recommend connecting the new hub please if you haven't done so already? Please let us know if the service improves. Please allow up to one week for this. As the community have advised here, the new hub may help 😊

        With regards to the pod, we can send you a new one yes.

        I'll send you a private message now.

        Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    14 days ago

    "the real cause for the issue here was an outage in my area that VM fixed. So I don't need a new hub"
    If you are in an over subscribed area and you currently have a Hub3 then a Hub4/5 could well make your connection better. That’s because the newer hubs use DOCSIS 3.1.