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Hub 4 Offline

My router has been offline for 6 days. It's showing a solid white light but no internet. It was confirmed offline on one of your numbers but no solution provided other than getting redirected to website. I've rebooted and switched on/off. Now I keep getting directed to all these dead-end virgin channels:

  • Nobody responded to me on the messaging service number
  • Website eventually tells you you're on a shiny device so cannot diagnose the problem
  • No engineers available for booking on website
  • Unable to reach anyone on any of your phone numbers.

This is very exhausting! Can you tell me how to fix this please?

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Alessandro Volta
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Re: Hub 4 Offline

Is it a new hub that’s been sent to you recently?


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Re: Hub 4 Offline

Same! Except we have been down for 17 days!

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Alessandro Volta
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Re: Hub 4 Offline


@KenKenKenKenKen wrote:

Same! Except we have been down for 17 days!


Please keep to your own thread to avoid confusion and duplication of replies. 


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Message 5 of 11
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Re: Hub 4 Offline

I think I got the new hub in August. 

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Re: Hub 4 Offline

Yikes, I best manage my expectations then:S
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Re: Hub 4 Offline

Hi classic_ray, 

 

Thank you for posting to the Community and our apologies for the delay in response. 

 

i have taken a look from our side and I can see your equipment is experiencing some connection issues that will need to be checked by one of our technicians. 

 

I have booked the earliest appointment available but as we are on a public platform i am unable to confirm the details here. 

You can check, cancel or reschedule the appointment via your online account here: virg.in/myVM

 

Let me know if you have any questions. 

 

 

Nat
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Re: Hub 4 Offline

Thanks Nat. I've received a text message confirming the date.

Are there any suggestions for accessing Virgin hotspots in the meantime? I'm working from home and I don't think my data will last until the engineer comes out. I've already been using my mobile data for over a week. The Virgin Connect app for hotspots isn't working for me and immediate neighbours wifi don't go through walls. 

Thanks,

Rachael

 

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Re: Hub 4 Offline

Hi classic_ray

 

Thank you for confirming you have received the text. 

 

You have mentioned that hot spots are not working for you, can you expand on what has been happening?

 

Is there anything listed here that may help?

 

Thanks 

Nat
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Re: Hub 4 Offline

Hi,

It doesn't look like any of the hotspots indicated in the app is actually public hotspots. Maybe I'm not understanding what this apps is for. They appear to be private individual virgin accounts. 

In the current climate, I don't particularly want to go roaming around trying to connect to a hotspot either. 

Is there anything else you can do in the meantime? I've still got a long way to wait before your engineer comes out and I'm supposed to be working from home.

Regards,

Ray

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