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DTees
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Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.

My SuperHub 2 seems to drop WiFi connection at times and the 2.4ghz light has stopped working. It is very difficult to get to talk to the Virgin team about getting a replacement. I have spoken to someone twice in the last year and was told I could have a replacement but that hasn't happened. I just keep going round the same loop. The internet connection says it is fine but I think it is also affecting our Hive heating. I have disconnected our 2 Alexa devices and our Hive hub to set them back up and I have reset the SuperHub 2 plenty of times like the website keeps suggesting.

How do I get a replacement especially as I don't think our service deserves the extra monthly increase!!!

Don't keep offering improvements only to increase the price soon after!!

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gary_dexter
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Re: Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.


@DTees wrote:

My SuperHub 2 seems to drop WiFi connection at times and the 2.4ghz light has stopped working. It is very difficult to get to talk to the Virgin team about getting a replacement. I have spoken to someone twice in the last year and was told I could have a replacement but that hasn't happened. I just keep going round the same loop. The internet connection says it is fine but I think it is also affecting our Hive heating. I have disconnected our 2 Alexa devices and our Hive hub to set them back up and I have reset the SuperHub 2 plenty of times like the website keeps suggesting.

How do I get a replacement especially as I don't think our service deserves the extra monthly increase!!!

Don't keep offering improvements only to increase the price soon after!!


The hive hub connects via Ethernet not Wifi so shouldn’t be affected by the Wifi dropping out.


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carl_pearce
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Re: Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.


@DTees wrote:

My SuperHub 2 seems to drop WiFi connection at times and the 2.4ghz light has stopped working. It is very difficult to get to talk to the Virgin team about getting a replacement. I have spoken to someone twice in the last year and was told I could have a replacement but that hasn't happened. I just keep going round the same loop. The internet connection says it is fine but I think it is also affecting our Hive heating. I have disconnected our 2 Alexa devices and our Hive hub to set them back up and I have reset the SuperHub 2 plenty of times like the website keeps suggesting.

How do I get a replacement especially as I don't think our service deserves the extra monthly increase!!!

Don't keep offering improvements only to increase the price soon after!!


You need to try the lines when they open at 8am.

Some say that the older HUBs are actually better than the newer HUB 3 and HUB 4, it's just unfortunate that they eventually break!

If you are willing to outlay a budget you could keep your existing HUB, put it into modem mode, and use your own router.

DTees
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Re: Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.

Hi Gary yes I do know that but I think the hub is failing as both seem to be having a problem.

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Chris_W1
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Re: Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.

HI DTees, thanks for the message and sorry to hear that you are having issues with the service and we want to get things resolved. I will send you a private message so that we can look into things further for you. Chris

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Chris_W1
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Re: Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.

Hi DTees, thanks for the message and we are happy to see that this is on the way to getting resolved. Please let us know how it goes. Chris 

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DTees
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Re: Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.

Thank you. That's great. I'll let you know how things go.

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Re: Wi-fi dropping out and 2.4ghz light not on. SuperHub 2.

No worries, have a good day. Chris.