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unable to connect to internet hub 5x

botric
Joining in

on ‎02-10-2023 20:06

just got virgin today with the new hub 5x it works can connects to the hub and it boots but nothing else more via wifi or anything else, it shows a orange light , and under the router settings , under advanced>tools>network status>configuration it comes up with network access - not-allowed

not a good start for new customers, tried to phone was on hold for 30 mins and gave up, any advice?

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6 REPLIES 6

Tudor
Very Insightful Person
Very Insightful Person

on ‎02-10-2023 20:16

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Roger_Gooner
Alessandro Volta

on ‎02-10-2023 20:29

If possible call at 8am.

--
Hub 5, TP-Link TL-SG108S 8-port gigabit switch, 360
My Broadband Ping - Roger's VM hub 5 broadband connection
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botric
Joining in

on ‎03-10-2023 18:37

Update on this called them at 8 am they said there was a fault with the installation and that it was logged by the engineer who installed the system, they advised they would get an engineer here today before 18:00, they guaranteed this over the phone call and also guaranteed that the issue would be resolved today. its after 18:00 and they haven't turned up, I went online and the account is now saying I have an installation date of the 18th, not being funny but its installed and its not working 

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vmrunreliable
Superfast
In response to botric

on ‎03-10-2023 23:00

Welcome to virgin media, I hope you like merry go rounds because you will now find yourself going around in circles for weeks. 

TCndaHouse
Just joined
In response to botric

on ‎19-10-2023 20:53

I've had my install done on 03-Oct and still not working. An engineer was meant to be visiting on 18-Oct. I've reset the Hub 5x twice now and it always returns to orange.

My current provider ends tomorrow and I have no faith in an engineer turning up tomorrow and sorting it out.

I've had many phone calls and escalations but everything just seams to go into a void and nothing gets resolved.

VM how are you going to fix these be installations?

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Gareth_L
Forum Team
Forum Team
In response to TCndaHouse

on ‎22-10-2023 15:06

Hello TCndaHouse.

Thank you very much for joining our Community.
Can I just apologise for the delay in getting your service activated.

I know you posted on Thursday advising an engineer was due out Friday.

Can I ask if this happened?

If not, please let me know so I can take a loo into this for you.

Gareth_L

 

 

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