Replacement hub

[Smallbonsai]

I have been promised a replacement hub twice now after waiting hours, and I do mean hours, to speak to a representative. Still no hub...

How do I resolve this without going through every soul destroying stage again?

[Client62 · Accepted solution]

Mentioning why a replacement Hub is required might speed the process.

[Smallbonsai]

The hub appears to be causing intermittent WiFi and has a constant red light despite following all directions from the Virgin Media team.

[Ashleigh_C]

Hi there @Smallbonsai 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. I am so sorry to hear that you have had a constant red light on your Hub and that the team have not yet been able to resolve this. I understand you have spoken to the team already about this but just to confirm, is the Hub out in a well ventilated area? Also have you tried a pin hole reset? To do this push a pen etc into the reset hole and hold in for 30 seconds. This will cause a full factory reset so if you have changed any Hub details such as the password or name it will revert to the original details but you can change them back afterwards. 

[Smallbonsai]

Hi, I've tried everything all the customer support team have asked me to do and been twice promised that a replacement hub is on the way as nothing suggested has resolved the issue. Is a new hub in the post? If it's not, why not?

[David_Bn]

Thanks for coming back to us @Smallbonsai.

Check out the envelope in the top right hand corner and I'll be on hand to see if a new hub is on it's way to you, or ensure a new one is sent out to you, to have the faulty hub also being collected from you.

Thanks

David_Bn