Hub5x needs rebooting

[Stewp]

Hi, only found out recently that this service is a trial, so providing feedback. On 4 occasions now the router has needed rebooting. Basically the light on the front is solid white, but no device can access ethernet or WiFi. After a reboot it eventually starts writing again. Is my modem/router (Hub5x) faulty?

Thanks,

Stewp

[Tudor]

The trial is over, if you were a trial user you would have been given details of how to report problems. It’s now just the normal customer services. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Kain_W]

Hi there Stewp,

Thanks for your post and welcome back to the community.

Sorry to hear you're experiencing issues with the Hub 5x, can I just clarify is this the case also after a factory reset?
Let us know,

[Stewp]

Yes, even after a factory reset, however, like now it's been 2 weeks with no fault. It's just very intermittent. Is there anything I can try when this happens to work out the issue?

Also is there any idea when modem only mode will be operational?

Thanks

[Vikki_M]

Hi Stewp,

As you are on the trial, If the issue happens again we would recommend to call us please as this will be routed to a specialised trial team who can process the feedback and answer any questions you may have regarding the equipment.

Please call on 150 from a Virgin line or 0345 454 1111 from any other line.

Please let us know how you get on.