Superhub 3 Broken (Replacement Required)

[CarlBacharach]

My Superhub 3 has stopped working for no apparent reason (the power doesn't turn on / no lights come on).

I've tried the Superhub 3 power adapter on an older Superhub 2 I have, and that works fine (the Superhub 2 powers on). Conversely, I've tried the power supply from the Superhub 2 on the Superhub 3 (as it has the same voltage/amp output as the Superhub 3 power adapter) and the Superhub 3 doesn't power up with that either. Therefore, this is clearly a power issue. 

In summary, I need Virgin Media to send me a new Superhub 3 ASAP. How do I go about arranging this? The support page suggests that I need to book a technician to come round but, frankly, that is a waste of time (unless they will be bringing a replacement Superhub 3) as I've already diagnosed the issue.

If someone from Virgin Media could get back to me ASAP, that would be much appreciated.

Kind regards,

Carl

[jbrennand]

It takes a few days for VM to respond here. Better to call it in as faulty - see this
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Firstly call it in 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.

Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and the retentions are UK based and then transfer you to the appropriate queue (or cut you off !).

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.

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.

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 7112)

[Martin_N]

Hi CarlBacharach,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your hub. 

I have taken a look on our system and it looks as though you already have an engineer visit booked in. 

Please do let us know how it goes. 

^Martin