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Installation of Hub 3 major issues

I have bought and installed the new Hub 3 router correctly, however the router does not receive  internet.

 

I have tried all the usual unplugging and restarting, but this is not the issue. On the hub there is a green wifi light and a flashing green bar at the bottom. 

 

I have activated the account but nothing has happened. 

 

I have been desperately trying to contact someone at Virgin as nothing is working. Please help, I thought the quick setup would be easy. So far it has not been quick or easy and the customer support service has been terrible.

 

Please may someone assist me.

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Message 2 of 18
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Re: Installation of Hub 3 major issues

just to be sure - you say you have bought the hub3 - is that from VM - i assume so as you then mention quick start - if you have got the hub from anywhere else it will not work

assuming its from VM then try the activation line again - if it still does not work you likely need a tech to sort it as it would look like a cable fault - maybe been cut or damaged or not connected in the cabinet

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Tony
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Message 3 of 18
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Re: Installation of Hub 3 major issues

Hi Tony,

Yes it's a Hub 3 from Virgin Media.

I think there is a fault so will require a tech.

Many thanks,
Elliot
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Message 4 of 18
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Re: Installation of Hub 3 major issues

Hi Tony,

Yes it's a Hub 3 from Virgin Media.

I think there is a fault so will require a tech.

Many thanks,
Elliot

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Message 5 of 18
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Re: Installation of Hub 3 major issues

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

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Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 6 of 18
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Re: Installation of Hub 3 major issues

Hi Mike,

 

We can't wait any longer as we've had no internet for 4 days now. What number do I call to get this sorted?

The number I have been told to call (0345 454 1111) doesn't work as I waited twice on the phone today for over 35 minutes each time with no response..

 

Many thanks,

Elliot

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Message 7 of 18
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Re: Installation of Hub 3 major issues

thats the number - 8 in the morning is a good time - quick install comes with risks but lets look at what you have - is there just the one box in the house - sometimes it can just be a cable - start with the outside box and follow any cables that go into the house

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Message 8 of 18
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Re: Installation of Hub 3 major issues

Hi Tony,

 

Yes it is just the one box. I'll try my luck at 8 am.

 

Many thanks,

Elliot

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Message 9 of 18
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Re: Installation of Hub 3 major issues

Hi Tony,

 

I've been on the phone waiting since 8 AM and still no luck....

 

Why is this so hard to fix?

 

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Message 10 of 18
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Re: Installation of Hub 3 major issues

45 minutes now...

 

This is a ridicules service. All options send you in a loop and no options are actually useful for getting this fixed. Please we need assistance today.

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