on 25-05-2022 21:10
This is a constant issue. I turn it on, then after a while I have to turn it off and wait a few seconds and then try again. Usually it connects on the second attempt. However the last few days it's been far worse than normal. Yesterday it took half an hour of turning it off and on before I had a connection. Today it took two goes, but then lost the connection ten minutes later.
I can never get though to the customer nosupport on the phone.
They did send me a new router last year (although it was exactly the same superhub as I have at the moment) but that one wouldn't connect at all, ever. As there was no way to send it back it's in a cupboard somewhere.
Is there an actual way to talk to a human being at VM these days?
Answered! Go to Answer
on 25-05-2022 21:31
on 25-05-2022 21:31
on 25-05-2022 22:12
"They did send me a new router last year (although it was exactly the same superhub as I have at the moment) but that one wouldn't connect at all, ever."
The reason for this is that the new hub was never activated to your account. You can only have one hub active on an account at once.
on 25-05-2022 23:52
Not much use then, was it? I followed all the instructions supplied with it.
on 26-05-2022 08:05
Thanks. I'll email myself my password here and then try the whatsapp idea
on 26-05-2022 08:32
"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."
I did actually try that when I rang. The system doesn't.
What happened was that the system was going to transfer me to someone to talk to, then they system announced that its password was out of date and I should talk about that with an operative (it had not asked for a password, and if I have one, I have no idea what it is) and then said that the lines were closed, thank you and goodbye.
When I tried again five mins later, it did recognise that I had called earler, but went straight to the password out of date message and hung up again.
When I tried in working hours, it said that the queues were too long and it would text me a link for help, so I gae my number and got a text with a link to... their help page which I had already been throug and found nothing pertinent.
I've not spotted a chat option on the website. WIll have to look again and check that Noscript is disabled for the site. It often blocks live chats.
on 26-05-2022 13:32
No luck with whatsap so far. Can't login to VM account. Must have mistyped password. Will try again tomorrow.
on 27-05-2022 19:43
I finally managed to get through to someone on the phone. Couldn't understand a word he was saying though. I think he's arranged a technician visit for a week Saturday. I hope that's right.
He was trying to tell me what would happen on the day but I couldn't make out anything that made sense. He seemed to be going on about barking. Even when he spelt it out, it seemed to be barking. What might that be about? Any ideas? Every time he spoke, I could make out the first few words and then the rest was just impossible to hear.
on 30-05-2022 11:02
Hi @Dreamholder,
Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you've been experiencing some Hub connection issues recently! I understand that this is not ideal at all.
I'm sorry to hear that you did not have the best experience with our staff and that you're unsure if your appointment was booked in. You should be able to check your appointments on your online account.
Please take a look to see if your appointment is booked in for the date you discussed with the agent. Let us know if you need any further help, we'll be here if you need us. 🙂
Thank you.
on 06-09-2022 11:57
I never found this board again until today when I just had to post about basically the exact same issue.