on 01-11-2022 20:51
Does anyone know how to get a new power cable for a Hub4? My cat bit through mine and it's impossible to find anyone at Virgin support who can help me replace it.
Answered! Go to Answer
on 04-11-2022 09:02
Hi @Mhc503
A warm welcome to our Community Forums and thanks for your post. It's great to have you here 🙂
I'm sorry to hear your power cable has been damaged and you've not had much luck with our team getting it replaced. That's certainly not the level of service we aim to provide.
I would love to help with this. I can see there's also an open complaint in regards to this so I will take ownership of that from here.
Will pop you a PM now to clear security and we can take it from there!
Speak soon
on 01-11-2022 21:03
Hi @Mhc503
You should call 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults)
When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc
Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone..
Or wait a day or two and a member of the Forum Team should pick this up for you..
on 01-11-2022 21:08
Thanks Dave but so far I've sat on hold for 30 minutes (and gave up), tried web chat and got redirected to WhatsApp. Got told it wasn't that agents responsibility and conversation cancelled. I've now run out of patience trying to contact a customer service representative because it's clear the organisation don't care about customer experience. Certainly no desire to get back on to the phone much as I appreciate the advice.
on 01-11-2022 21:12
Hi again @Mhc503
When phoning it's best to call around 8am when lines first open and are least busy.
Web chat often directs people to whatsapp, (both take forever) however the agent you spoke to on whatsapp should have transferred you to the right team.
on 04-11-2022 09:02
Hi @Mhc503
A warm welcome to our Community Forums and thanks for your post. It's great to have you here 🙂
I'm sorry to hear your power cable has been damaged and you've not had much luck with our team getting it replaced. That's certainly not the level of service we aim to provide.
I would love to help with this. I can see there's also an open complaint in regards to this so I will take ownership of that from here.
Will pop you a PM now to clear security and we can take it from there!
Speak soon