Forum Discussion

RichGood's avatar
RichGood
Just joined
4 months ago

No connection and hub light red

I've been with virgin media now for probably around 6 months. For the first few month no issues at all, however the last few month we have had the connection drop for a minute or so occasionally. I learned to just put up with it.

However last night, it went completely and the hub 5 light went to flashing red. It's still the same and no connection.

I've done the online checks for status in area and also on my line. It comes back that you can't connect to my hardware in the house. I suspect the hub is faulty.

I've left it off for several hours and tried it again and I've also reset the hub to default but still the same.

Please I need this sorting ASAP! As all my security for the property etc is relying on it, so it's not just an inconvenience.

I saw on another post with the same issue that an engineer was sent and hub replaced. Sounds very much the same.

 

Thanks

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    If nothing is reported - call it in as a fault

    Call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
    If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.
    
Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
    You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

  • Hi RichGood,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue with your hub. 

    We can certainly look into this for you. 

    I will private message you now. 

    ^Martin