How to request replacement Hub/router?

[PhilD9]

Hi: My Super Hub 2 has started acting-up. Does anyone know how to request a replacement?

It was in modem mode, but stopped working, so I disconnected all ethernet and performed a full pinhole reset as instructed by the support webpages. This got it working somewhat in normal (non-modem) mode, but the wifi only works well for around 15 minutes, before dropping all connections, requiring a restart (or sometimes another reset). I've gone round in circles several times on the website, but the support pages don't seem to progress beyond recommending a reset and advising me on reconnecting WIFI before starting the whole reset recommendation again. Any suggestions gratefully received!

[fizz]

Probably better to phone it in to be honest you will get a quicker response than waiting for the forum team to pick it up.  

[PhilD9]

Thanks for the advice - to be honest, I couldn't even find an appropriate phone number on the Virgin Media website - it only seems to a link to this forum, a QR code for WhatsApp (I don't have an account) or advice to visit an O2 shop for mobile matters. A web search spits out a number, but I'd rather avoid calling numbers that don't come directly from a company's own website.

[Adduxi]

Have you tried calling 150 from your Virgin Media home phone or 0345 454 1111 from any other phone?

With the SH2 you should get at least a Hub 3.  These SH2 are very old now and not suitable for the latest VM network, as they can only bond 8 channels.  Really IMHO these should all be removed by now. 

[nodrogd]

Your equipment is rented. Therefore you need to contact customer services (150 from a VM line or mobile, 0345 454 1111 from others) & report the fault. They will test the hub remotely & then book a technician visit. This will allow them to check everything (wiring, signal levels & equipment) to ensure everything is working as it should.

If you don’t fancy ringing the forum staff here can also assist, but you may be waiting a few days for a response. 
Tip: if you want the forum team to respond don’t mark this a helpful answer until your issue is resolved, or they may think the issue has been resolved by my answer here.

[PhilD9]

Thanks all for the advice, calling seems to have helped (perhaps). I was initially told I'd need to upgrade may package to receive a new hub, but that was dropped after a brief pushback. They've now passed a request for a new hub on to their supervisor and will call back if the answer's no. If yes, it should arrive within a week. Fingers crossed!

[Adduxi]

It really annoys me how many times users are pushed to get "an upgraded tier" when it is not needed.!

Hopefully you will get a call back, but if not persevere to get that old SH2 off the network.  They don't even want them back as they are just so old and outdated.   

[David_Bn]

Thanks for reaching out to us @PhilD9, and a very warm welcome to our Community Forums!

Do please keep us posted on the new hub delivery and we'll be on hand to offer our assistance if this is required.

Customers using anything less than a Hub 2 should automatically have this upgraded to a Hub 3.0 as a minimum

Thanks

David_Bn