Hi everyone,
I have just joined Virgin Media, after being with BT for almost a decade, and I am afraid to say that i am beginning to regret that decision.
Firstly, my home phone (landline) can make calls, but cannot receive calls. And secondly, I cannot put the hub 3 into modem mode without it losing connection and the light turning red.
I called VM today, and I after half an hour of diagnosis tests, and being repeatedly told that it "should be working"- they then ask me if i had a mesh network connected to my hub. I said I did, and then i was told that this may be the problem. Apparently, I wasn't suppose to connect my mesh network, or anything else (apparently), to the hub until "24 hours after the hub was installed", this is because the hub takes 24 hours to install updates. Doing so can void the warranty on my hub?!? Is this correct? The engineer told me, on the install day, that the box would be ready for me to connect to it within 2 hours, and that's the instruction I followed. What the customer service person told me sounds like hogwash. If that is the case, then I would never have made the leap to VM in the first place.
An engineer is coming over, again, on Tuesday (4th) Jan. I suspect I have a faulty box, but the engineers and the phone support people should really be on the same page- I very much doubt my mesh modules are the reason for the landline problem (I mean how could it?), and I very much doubt that it takes 24 hours for the hub to update and for things to then be allowed to connect to it.
What do you guys think?