Hub 4 Disconnected

[kingal123]

Hi all, since 16:35 this evening my Hub 4 has been disconnected from the internet.

I have checked the VM status checker and the area TW17 0DW is showing no issues.

Checking the Hub 4 Status page it shows as the Cable modem Offline however 1 channel on the upstream and downstream side is showing connected on the DOCSIS 3.0.

Is anyone able to check from VM side if there are any issues? I have tried multiple router reboots etc

Many thanks 

 

[jbrennand]

Try - 0800 561 0061 - which usually gives the most up to date faults info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas)

[kingal123]

Thanks have tried that but states no issues!

[jbrennand]

It may then be an issue specific to you (or a small number of people). You do have to call it in as a fault - see this for options
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There are a few options. Firstly call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and the retentions are UK based and then transfer you to the appropriate queue (or cut you off !).

Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

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.

You can also text them on  You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer.

Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App. 

You could also try the freephone number 0800 052 0422 to discuss your account and see if that gets you there

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.