JUST HAD HUB 5 UPGRADED FROM HUB 3 AND INTERNET ISNT WORKING

[KyleReedy93]

Had HUB 5 delivered yesterday. Ever since I put it in I've been having very bad connection issues. Like my devices will connect and disconnect. Can't watch television because its constantly buffering Netflix and YouTube. I've done all the tests. Reset with the pin, wire check etc etc. I'd like someone to set me back up to HUB 3.

Never had this problem with HUB 3. Spoke to someone on the phone who kept telling me to reset and that he would ring me back in 15 minutes. That was 1 hour 20 minutes ago. Great customer service.

[Adduxi]

Wired or WiFi connections?  What are the lights doing on the Hub during the disconnects?

[Client62]

Offers to call back are just to get you off the phone & to close the call with "customer hung up".
Don't expect a phone call.  VM's Customer Service is notorious for this.

[John_GS]

Hi @KyleReedy93 

Thanks for posting and welcome to the community.

Very sorry for the broadband issues and the experience over the phone.

How's the internet been since the post? Hope everything is sorted. 

If not, the first thing you'd do is check our service page where you'd input the surname of the account holder and the postcode in. Any known local issues will show. 

You can also call the service line on 0800 561 0061. 

If there's nothing listed, sign in to the checker using your online account details and run the fault test on the affected service. Let me know how you get on.

[KyleReedy93]

I've left. 

Terrible customer service. 4 different phone calls. 3 days without Internet with no resolution in site. They couldn't put me back to my hub 3 which actually worked. My service is now disconnected and cancelled. 

Thanks 

[Daniel_Et]

Hi @KyleReedy93, thank you for your response.

We're really sorry to hear you feel this way and that you've left us 😔

If there's anything else you'd like to discuss at this stage, please don't hesitate to contact us.

Regards,
Daniel