Virgin Media Community

[Edwardsrj]

Hi there, 

I have just joined Virgin and for the first few days my broadband was working great.  Now my hub will not turn on, it’s connected and plugged in with the button in the on position but they are no lights or noise. 

I have tried to call but I am sent a text that runs checks and then offers me an engineer appointment.  The issue is I’m self isolating ahead of an operation and cannot leave the house or have anyone in.  Does anyone know how I can be sent a replacement hub?  I need it to continue working from home.  I even looked into buying one second hand but no guarentee it can be activated. 

Any help would be much appreciated! 

[Irishdexy]

You need to call 150 and stay on the line with them, however long that takes, unfortunately. Once there go through technical faults and advice them your router is dead and won't turn on. 

They should then send a new one out but does anything else plugged into the same socket work as they will likely ask all of that when you get through.

Good Luck

[-tony-]

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@Edwardsrj wrote:

Hi there, 

I have just joined Virgin and for the first few days my broadband was working great.  Now my hub will not turn on, it’s connected and plugged in with the button in the on position but they are no lights or noise. 

I have tried to call but I am sent a text that runs checks and then offers me an engineer appointment.  The issue is I’m self isolating ahead of an operation and cannot leave the house or have anyone in.  Does anyone know how I can be sent a replacement hub?  I need it to continue working from home.  I even looked into buying one second hand but no guarentee it can be activated. 

Any help would be much appreciated! 

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they may be able to do a doorstep delivery of a replacement - will flag the thread and hopefully someone can arrange that

[Edwardsrj]

Thanks Irishdexy,

I have just got through to them and they are sending me a replacement for Friday, really good service. 

No luck trying it plugged into different sockets, and other appliances are working fine. 

Regards,

Rob 

[Irishdexy]

No Problem, Unfortunately, it happens with such Equipment but glad they are sending one out for Friday

Keep Safe and Take Care

[Paul_DN]

Hi Edwardsrj,

Thank you for coming back to us, I am glad to hear you have managed to speak to us and arrange a replacement Hub, we are sorry for any inconvenience caused, please let us know if you have any further issues.

Regards

Paul.