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Hub 5x - connection dropping constantly.

mfltch55
Joining in

I joined VM on 11 Mar 24. It has been 1 thing after another in the 36 days since.
First of all the engineer arrived and told me he couldn’t install at the rear of my home as “ he didn’t have enough cable “ then he said that I couldn’t use my own TP Lonk Arched WiFi 6E router despite being assured both the above by the salesman. 

I told him just to forget it no harm done etc. 20 mins later he knocked & said his manager told him to install at the rear if it meant I wouldn’t cancel. This despite him not having enough cable.
Magically sufficient cable appeared & he also said that I could use Modem mode once installed. I let him go ahead. 
When he left I went outside to look at the route he took & couldn’t believe my eyes. He ran the white cable along the middle of a dry dash panel instead of using the base course as anyone else would do, but that’s just the beginning, the cable was up and down like a graph on a ECG machine not straight & to add insult he went OVER the down pipes & gas pipes no effort to hide anything. Disgraceful. 
I immediately complained and was assured other engineers would rectify. The service however was fine I’ve got to say.
So from 11th Mar- 8th Apr all was ok other than the wiring & the fact there’s no Modem mode. I used DMZ to get over that hurdle. 
Now, the new engineers did a great job reworking the cable around my property & were extra apologetic. They remarked that they would have to report the original engineer as they couldn’t believe he would do an install in such a fashion. All good I’m thinking. 
Nearly right away when they drove off my hub started to flash red and I would reboot to no avail I even reset on numerous occasions. Nothing. 
I have been onto numerous technicians who deal exclusively with the 5x hub to be told anything from 

1. there isn’t any issue

2. We are still testing this hub it’s a trial with certain customers

3. Service is down in my area ( downstairs neighbour isn’t )

4. We will monitor for 24 hours ( they did, fobbed off with excuse No 1 )

What I really want to know is … Can I get out this contract as the service I am receiving is awful and not fit for purpose. I rely heavily on a stable connection for work purposes. It’s been only 36 days. I want out. 
Note: I unplugged the other router and exclusively tried just the hub 5x but the result is the same. 

Any advice will be greatly appreciated & I apologise for the long winded post but it’s been a long winded process believe me. Shoved from pillar to post. 

4 REPLIES 4

Roger_Gooner
Alessandro Volta

You can cancel within 14 days without penalty.

--
Hub 5, TP-Link TL-SG108S 8-port gigabit switch, 360
My Broadband Ping - Roger's VM hub 5 broadband connection

Cardiffman282
Super solver

Set up a BQM to monitor (and evidence) your connection issues over time https://www.thinkbroadband.com/broadband/monitoring/quality

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Ashleigh_C
Forum Team
Forum Team

Hi there @mfltch55 

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

I am so sorry to hear that you are facing an issue with your service and thank you so much to our community team for their help so far. As this is a new Hub 5x we do have a specialist team available to handle any issues that may occur, you would need to reach out to them on 0345 454 1111 and they will do all they can to help further. 

 

 

fibreking
On our wavelength

If the salesman said you can have Modem mode then the service isn’t as described - refer them to the Consumer Rights Act and there shouldn’t be an early termination fee.