Virgin Media Community

[andy1494]

First it started on Friday red light on hub is permanently on, looking at previous post a lot saying it over heated, every night router been switch off still the same, gone through all reset, still the same tried logging in via portal to reset my password it won't let even that password is correct, I tried calling vm over thus for replacement hub, all am getting told someone will contact me in 24/48 hr , why wait without Internet wifi 

[Ashleigh_C]

Hi there @andy1494 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced this issue with your Hub, I do think it would be best for us to get an engineer out to take a look and replace the Hub if needed. 

I will pop you a PM across now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 
 

[andy1494]

Thanks for quick response ,will look out for it 

[Ashleigh_C]

Hello again

Thanks so much for your private message and confirming your address, I have now booked you a visit for your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
 

[andy1494 · Accepted solution]

Sorry for the late reply hubs been replaced thanks