Repeat Hub Issue

[mermaids]

VM ref last engineering visit to my property it was agreed that a new Hub would not be necessary given the remediation of faults - a new cable to the property and replacement of a connection / termination box (apology I can’t recall the name) inside the property. Hub has performed in Modem mode since August - however at 20:00hrs Wed 15th August the Hub faulted. Today Thursday 16th August after multiple attempts of powering down etc (see my original post for Hub issue) I cannot get the Hub to function in Modem mode or Router mode despite numerous resets! I am without internet and request an engineer to visit my property with a replacement Hub.

[jbrennand]

You have to do that by calling it in as a fault.

See...

Firstly call it in on the “faults” line - 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.

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.

Try now, but 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.

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 (the number is 0730 532 71120 - but no guarantee)

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 @mermaids 

Thanks for posting and welcome back to the community.

Sorry to hear of the Hub issue - has this fixed itself since Thursday?

Message me if you need further help.

Best wishes.