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New router

Siual19
Tuning in

Hi,

How I can request to replacement hub 3?

My hub restarting every day about 2 mouths.

I have this hub already couple years and never was before this problems.

Many thanks,

Siual

15 REPLIES 15

Hi Akua_A,

I already spoke with customer service by phone. 

They confirm what i dint have appointment and it reason why i cannot see the appointment on VM account.

Problem on my street and all people on my street have same problem... 

Many thanks,

Alex

 

Hey Siual19, thank you for reaching back out and I am sorry to hear you appointment wasn't there.

However after looking into this I can confirm there was an area outage which was affecting you and as you mentioned the whole street.

I can confirm this outage is no longer ongoing, how has your connection been over the weekend? Thanks 

 

Matt - Forum Team


New around here?

Hi Matthew_ML

The internet was terrible over the weekend. Today is the first day when the Internet is stable. You can see on the monitor.

Thinkbroadband 

I have one more question, how to get hub 4.

I done upgrade for bigger speed on last week, but i forgot to ask new hub 4, because i have hub 3 what is old 3years+

Many thanks,

Siual

Thank you for popping back to us! 

 

A Hub upgrade would only be offered if you had recently changed your package with us. 

 

I'm sorry to hear that you are still facing these issues, I have taken a look into your Hub specs and I do feel an engineer would be needed to investigate. 

 

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. 

 

Thank you. 

Hi Ashleigh_C

But i changed my package on last week.

So i can get new hub?

Many thanks,

Siual

Hello

 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your 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.