Virgin Media Community

[Keithwalton101]

Can anyone tell me where to get a new power supply for the Hub 5? 

Thanks. 

[BenMcr]

Virgin Media will need to send you one.

[Keithwalton101]

Any idea how I can actually order one? Have spent over 2 hrs on WhatsApp chat trying to get it sorted over last 2 days.

Tried phoning but automated system eventually hung up after telling me to use the website.

[Adduxi · Accepted solution]

If you wait here a day or two a VM Mod will pick this up.  Otherwise you will have to phone in.

[Zach_R]

Hi @Keithwalton101,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear that you're missing some cabling for your Hub 5. Have you been able to discuss and arrange a replacement with the team since your posts, or do you still need our assistance with this?

Thanks,
 

[Keithwalton101]

Been told on the phone that replacement is being sent in the post but told on WhatsApp chat that this is not possible and I will have to have an engineer sent out (with a £25 call out charge). Not sure what’s happening. Fingers crossed a new adapter will arrive in the post this week. 

[Tudor]

The £25 fee is if you broke the power supply, if it just failed you should not have to pay.

[Paulina_Z]

Hi @Keithwalton101,

Thank you for coming back to us about this issue and providing some more information.

Can you tell us if you've received the power supply as requested? 

Can you tell us if your kit arrived without a power supply unit or if it had one but did not work? Please let us know so we can investigate further if needed.

Thank you. 🙂

[Keithwalton101]

The cable was damaged by a pet. I have no issue paying for a replacement power adapter to be sent out in the post but can’t afford to take time off work to wait in for an engineer. 

A HDMI cable arrived this morning in the post but this is not the cable that needs replaced. 

[John_GS]

Hi @Keithwalton101

It will need an engineer visit booked. If you'd like us to do this for you, please let us know so we can arrange.

Best,