Hub 5 is broken

[kozuhi]

My Hub 5 made a strange noise a couple hours ago then stopped working. No light, nothing. No more WiFi signal, nothing. Also the hub was quite warm.

I've tried the reset buttons etc, its just dead, completely. To check I even borrowed my neighbours virgin hub5 power adapter which I know works, and still no response.

I don't know what to do as I urgently need broadband tomorrow. 

[jbrennand]

See this...

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There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

Also, you can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0730 532 71120 - but no guarantee)

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

[Ashleigh_C]

Hi there @kozuhi 

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

I am so sorry that you have faced this issue with your Hub and a big thank you to jbrennand for their help on this so far.

Can I ask how things are looking since your last post? Is the Hub now up and running? 

[kozuhi]

Hi!

Yes, all sorted, engineer came out and did some line tests etc, had a good look and replaced the dead box 😉

Much appreciated!