on 18-08-2022 14:44
Hello Team,
i am facing issues with my router for 5 months now and i have contacted support over a dozen times but they are unable to resolve the problem. The wifi gets disconnected even when i am sitting right next to router and it has some intermittent buzzing noise and if i walk out from my position wifi disconnects. The wifi admin page shown there is some issue with the wireless connection but unable to fix it during the troubleshoot. I am really getting frustrated as it is impacting my work. Please can i request for a replacement hub as soon as possible to fix this issue?
on 18-08-2022 14:51
on 18-08-2022 15:10
Thanks for your response.
The model of the router is Hub 3 (VMDG505/TG2492LG-VM).
Unfortunately i dont have any devices that work on ethernet to check and the issue is with all the devices that access wifi over this router.
thanks
on 18-08-2022 15:26
on 21-08-2022 14:28
Hi there @Saitejakatti
Thank you so much for your post and welcome back to the community forums!
I'm so sorry to hear that you have been facing these issues with your Hub!
I have taken a look and I can see a few issues with the specs that will require an engineer to attend.
I will pop you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
Thanks again.
on 21-08-2022 16:05
Hello again,
Thanks so much for your private message and confirming your address, I have now booked you a visit for Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Thank you.