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FindleyL's avatar
FindleyL
Just joined
14 days ago

Stating not installed

Hi,

When I log into my account and go to check service status, it shows "your service hasn't been installed yet" for broadband. Our 5g account is not showing/working but 2.4g still is. 

Clearly this is incorrect as our services have been up and running for a while now with no issues, but this issue does prevent me from being able to check the service status on my account.

Any ideas as to why it is showing this?
Louise

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    14 days ago

    You have one account for the VM broadband connection to the Hub.  The WiFi side of the Hub should have both bands working, unless either the 5GHz band is turned off in the settings, or the Hub has a fault.

    Try a factory reset of the Hub. If both bands don't show up, the Hub is faulty and will need to be replaced.