Hub3

[Mullen_Matthew1]

Hi,

My hub has become damaged.

I have been searching how to order a replacement. Can you please help

thanks

Matthew

[jbrennand]

There are a few options. Quickest will be to firstly call it in 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.

Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and the retentions are UK based and then transfer you to the appropriate queue (or cut you off !).

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.


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.

You can also text them on  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. 

You could also try the freephone number 0800 052 0422 to discuss your account and see if that gets you there

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

[John_GS]

Hi Mullen_Matthew1

Thanks for posting and welcome to the community. I am sorry to hear of the hub issue. I can see from checking the systems that you've spoke to the team since posted and had an engineer visit. I hope everything is sorted for you but do let me know if you need further assistance. Best,

[Mullen_Matthew1]

Hi,

yes we have a new hub but the wifi has download speeds of 6mbps while I’m paying for 200z

why is this so low

[Ayisha_B]

Glad to hear the hub has been replaced @Mullen_Matthew1,

Sorry you're now having some issues with WiFi Speeds. We aren't able to guarantee wireless speeds, but we do offer a minimum guaranteed speed to the hub, which is about half of your advertised speeds. What speeds are you getting using a wired connection?

We have some tips here that you may find useful - How to improve WiFi 

Thanks

[legacy1]

If you think you can do better for wifi get your own router with 1Gb port and put hub in modem mode.

[Mullen_Matthew1]

I’m getting around 200 the last time I checked it wired

[Kain_W]

Thanks for the response Mullen_Matthew1,

From checking our service I can't see any readings that would indicate the issues faced.

Has the service improved at all?

Thanks,