Forum Discussion

adecooper's avatar
adecooper
Dialled in
7 months ago

No WiFi customer service nightmare

First call to customer services cut off. Called again and told I would be called back. 20 minutes later I try to answer call and phone doesn't let me answer the call. Tried calling back for the third time but the 'team is busy'. 

2 kids and wife busting my balls as no WiFi since last night and I just can't deal with customer services any more. Please someone help! 

  • newapollo's avatar
    newapollo
    7 months ago

    Hi again Ade,

    The equipment is usually pre-activated, and if the hub 3 hadn't been then I would have expected them to that on your call.

    Reboot the hub  3 and see if it's working, and if not you could try calling  0800 953 9500 to activate the hub3.

    If  you do call them then have your account and area number handy, and the hub3 serial number.

    Also the hub 3 will have a different wifi network name (SSID) and Wifi password compared to your hub2ac so you'll need to enter those new details into your devices so they can connect to the hub 3 (unless you change the SSID and wiifi password on the hub3 so they match the ones you used on the hub2ac)

  • newapollo's avatar
    newapollo
    Very Insightful Person
    7 months ago

    Hi adecooper 

    is it just the wifi that's not working or is it also wired internet too?

    Have you used the /check-services/   function? You can also a run a test on your equipment from there. 

    If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

    • adecooper's avatar
      adecooper
      Dialled in
      7 months ago

      Hi Dave. 

      I managed to get through again by some miracle. 

      I renegotiated my contact recently and was sent a hub3 despite me saying at the time I wanted to keep the hub2ac which works fine. Turns out the hub2 was disabled without any warning! Now waiting for the hub3 to be activated and I'm anticipating all sorts of issues with it from what I've seen on here. 

      You'd think a communications company would have better communication wouldn't you? 

      • newapollo's avatar
        newapollo
        Very Insightful Person
        7 months ago

        Hi again Ade,

        The equipment is usually pre-activated, and if the hub 3 hadn't been then I would have expected them to that on your call.

        Reboot the hub  3 and see if it's working, and if not you could try calling  0800 953 9500 to activate the hub3.

        If  you do call them then have your account and area number handy, and the hub3 serial number.

        Also the hub 3 will have a different wifi network name (SSID) and Wifi password compared to your hub2ac so you'll need to enter those new details into your devices so they can connect to the hub 3 (unless you change the SSID and wiifi password on the hub3 so they match the ones you used on the hub2ac)

  • adecooper's avatar
    adecooper
    Dialled in
    7 months ago

    Called the activation number and it's finally working. Why didn't the guy I spoke to earlier do this?

    Thanks for a day of needless stress VM

    • newapollo's avatar
      newapollo
      Very Insightful Person
      7 months ago

      Thanks for updating the thread Ade. 

      Glad to see it's all up and running now, but sorry to see the stress that VM has put you and your family through.