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Gareth_L
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Message 21 of 59
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Re: Apparent Hub 3.0 Freeze

Thanks for replying Rusk, 

Good to hear its currently okay 

Sadly we would not be able to arrange a call sorry 

Gareth_L

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Rusk
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Message 22 of 59
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Re: Apparent Hub 3.0 Freeze

As I said it’s only a matter of time so things aren’t ok. 

I had an outage just as I got into bed last night around 11:30. I didn’t bother getting up to reboot the hub and thought perhaps it would sort itself out over night...it didn’t. No internet still at 7:30. Rebooted to get back online and then had another outage mid morning. 

why can’t a call be arranged? 

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Rusk
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Message 23 of 59
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Re: Apparent Hub 3.0 Freeze

70F9C725-660E-4444-ACEE-C82633B85B28.png

The strange thing is the thinkbroadband monitor doesn’t show any outages other than my reboots of them hub. It though the internet was up all night but it was down. 

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Rusk
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Message 24 of 59
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Re: Apparent Hub 3.0 Freeze

Another outage yesterday evening around 8:30pm. Only reboot fixes this.
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Rusk
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Message 25 of 59
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Re: Apparent Hub 3.0 Freeze

And another outage just now. PLEASE can someone from virgin get in contact. It’s almost impossible to get through at the moment. 

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Gareth_L
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Message 26 of 59
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Re: Apparent Hub 3.0 Freeze

Hello Rusk

I replied last Wednesday advising that if needed an senior engineer can be booked to come out. Would you still be needing a visit at all. If so, please let me know 

Gareth_L

 

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Rusk
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Message 27 of 59
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Re: Apparent Hub 3.0 Freeze

Ok, I would think a call would be an easier thing to do but a visit would be great if it gets to the bottom of this. 

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Emily_G
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Message 28 of 59
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Re: Apparent Hub 3.0 Freeze

As it's a follow up appointment this would need a senior visit so we'd need to go through private message to book this and then we'll email the area field manager to notify them of the escalation.

 

I'll pop you over a private message now to pass security and we'll then book this in for you.

 

Thank you, Emily.

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Rusk
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Message 29 of 59
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Re: Apparent Hub 3.0 Freeze

Well, I failed a security question (because who ever remembers the password on these things so now I am being refused all assistance. I have amended my account but apparently failing once means I've failed for ever and I won't receive any more assistance at all. I massively regret ever getting involved with Virgin. It has been nothing but hassle and poor performance from the get go! 

Please escalate this internally, I wish to be contacted by a manager.

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SJMcG
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Message 30 of 59
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Re: Apparent Hub 3.0 Freeze

Did you ever get any resolution to this?

Had 3 identical outages in the past week, so would be good to know if it was resolved and how.

Thanks,
Sam 

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