I have been having issues with my router for around 3 days now whereby I have lost all access to my wifi connection. There are no lights coming up on it at all, just a small green light at the side where the ports are. I have followed advice on the website in that I have unplugged it, tried different sockets etc, checked the wires are all plugged in etc but to no avail. I tried the online chat service but the bot said there was no support for faults online. I did find an option that said i may be eligible for a free upgrade as I have an older model (Superhub, about 5 years old now) but didnt really get any further that that. I have had service tests run online multiple times now but as there seems to be no output from the router, the tests cant really run. There are no reported service outages in my areas.
I am really uncomfortable talking on the phone so i am hoping i can get some support from here. I have tried looking for any options to have someone come and look at the router for me, but there doesn't seem to be an option to book an appointment.
In all likelihood then that has failed. A friend of mine had exactly the same issue about a month ago with a SH1 and no lights showing.
The default method is to phone it in as a fault. Since it is a SH1 there should be no question about them swapping it for you but if you are not comfortable phoning, and can wait, the VM forum team should pick this up here and arrange a technician to replace it for you. They can take up to a week to reply but are usually quicker.
While waiting call it it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Calling at 08.00 midweek (or 09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Thank you for your help, I am managing with my phone data/hotspot for now so hopefully someone from the virgin team will be in touch over the next couple of days! If not I will have to try and call! Thanks again