Wrong power supply sent

[Matt851]

I needed a replacement power supply for my Hub 5x so I requested one via customer Services chat on WhatsApp.

They confirmed they were sending one out but today I received a power supply that makes the fibre cable wall socket live, rather than the actual router power supply.

Does anyone know if there is a technical term I should be using to make sure I get the right power supply when I contact them again? 

[Ashleigh_C]

Hi there @Matt851 

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

I'm so sorry for the mistake here, if you can share an image of the cable you need replacing I'll be happy to take a look and endure we can get the right one out?

[Matt851]

Hi,

It's this one pictured; I did manage to request one again via the WhatsApp contact channel so hopefully they have ordered the right one this time.

 

[Reece_MH]

Hi Matt851 👋

Thanks for coming back to us about this. We're glad that our WhatsApp Team have been able to get this processed for you. With Hub 5X and the XGS-PON service, we do have a dedicated support team on hand to assist.

It would be best to call us on 📞 0345 454 1111, where you'll be automatically routed to this team, who will be able to get the correct one ordered for you, if you find that the one on its way is also incorrect.

Thanks,